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.

AI agents are already shopping, comparing, booking, and contacting support for the customers we’ve spent decades trying to understand.

Jeannie Walters is joined by special cohost Brandon McGovern, Head of Customer Experience at HP, to pressure-test the biggest question in AI customer service right now: how do we automate without breaking trust?

Seven days, one intentional move, and a clear path to visible customer experience impact.