The Experience Action podcast has a new name, and it’s the kind of change that brings everything into focus. Tune in to Experience Is Everything: The CX Podcast with Jeannie Walters

We break down the AI trust gap, why fast answers do not equal helpful outcomes, and how to hold AI agents to the same standards as human ones: empathy, clarity, and responsible decisions.

We discuss a blueprint for intentional friction, where the experience is challenging enough to feel rewarding and supportive enough to stay fair.

Jeannie Walters is joined by Nick Westergaard, host of the On Brand podcast and author of Brand Now and Get Scrappy, to look at what actually moves the needle in customer experience and brand building when attention is scarce and expectations are high.

This conversation is about changing the starting point so ROI becomes obvious, credible, and repeatable.

We get honest about how organizations “fib” to customers without meaning to, from org charts dictating the customer journey to feedback that vanishes with no follow-up.

Calling empathy a “soft skill” sounds harmless until you see what it does to your customer experience and your retention numbers.

Jeannie Walters is joined by Nick Westergaard, host of the On Brand podcast and author of Brand Now and Get Scrappy, to look at what actually moves the needle in customer experience and brand building when attention is scarce and expectations are high.

Showing up as a customer experience business leader, not just a CX advocate, starts with momentum.

AI is moving fast, but customer trust is moving the other way and that should make every customer experience leader pause.