Blog & Resources

Engagement

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 ...

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?

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 ...

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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