Blog & Resources

Customer Journey

Rise of the Machines: Automation and AI in Customer Experience

How does the robot army serve their customer service overlords? Or do they? Jeannie explores the best and worst case scenarios of using our non-human counterparts to serve customers. How do customers really feel about this new way of service?

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 ...

The Future of Your Customer Experience

What are the top trends that will impact your business? Why are customers behaving differently than they did 10 years ago, and how will they behave in the next 10? In this keynote, Jeannie helps you predict the future of ...

Experience at the Pace of Growth

When a business is young, the founders are organically intent on ensuring the happiness of each new customer. It's WHO they are, not necessarily WHAT they do. As it grows, that intention remains—but a gulf can form between leaders’ perception ...

Wow Your Customers with a CX-Superstar Workforce

Keep your customers coming back for more by training your workforce to deliver world-class CX. Teach them how to make the most of every customer moment to increase loyalty and advocacy, and as an added benefit, increase their own job ...

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 ...

Moments That Matter

A great customer experience is made up of a multitude of small moments. Jeannie's been collecting examples of the best and the worst of these - and their ultimate outcomes - since before her TEDX talk on this subject in ...

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