Blog & Resources

Supervisors & Managers

Communication Skills for Customer-Focused Organizations

Stop pointing fingers! Customer-focused organizations create teams focused on the outcomes for customers... and this means knowing how to talk about hard truths. Teams will learn how to communicate in customer-focused ways and how to create a culture of support ...

Micromapping: Diving Deep Into Specific Parts of Your Customer Journey

Journey maps can be overwhelming. How can you encourage your teams to use the right techniques to understand their customers better? Micromapping is the way. Micromapping is a technique that can be used in simple ways to connect with what's ...

Build the Right Culture: Employee Engagement For Superior Customer Experience

Employee experience is directly linked to customer experience. If employees aren't clear on their roles or where they fit into the customer journey, they simply can't deliver on a great customer experience. This keynote is perfect for those considering ways ...

CX 101 – What Every Person in Your Organization Needs to Understand

Customer experience is a big topic. How do you create a customer-focused culture when those within your organization assume customer experience doesn't really apply to them? In this keynote, Jeannie explores why this is so hard, how to remove the ...

Customer Journey Maps: How to Create Processes Your Team Will Actually Want to Follow

Customer Journey Maps can be powerful tools, but too often they turn into long-term projects culminating in a really nice poster on the wall. How can you make sure your teams understand the right way to journey map? And then ...

Be Your Own Customer Experience Investigator™: Elevate Your Customer Experience

In this keynote, Jeannie provides a roadmap for building stronger customer relationships that scale—especially as tied to digital transformation. As the world’s only Chief Customer Experience Investigator™ and creator of the CXI ® Customer Experience Investigation™ process, Jeannie has conducted ...

The Leader’s Role in Customer Experience

The Feisty Five - Skills for Customer Experience Leadership Anyone can talk about the importance of customer experience! But what does it take to truly LEAD? Your bottom line is all about the experience your team delivers. How do you ...

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