Blog & Resources

Empathy

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 ...

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 ...

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 ...

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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