Build Momentum Without A Mandate Showing up as a customer experience business leader, not just a CX advocate, starts with momentum.
AI Won’t Save Bad CX AI is moving fast, but customer trust is moving the other way and that should make every customer experience leader pause.
When AI Starts Shopping for Your Customers AI agents are already shopping, comparing, booking, and contacting support for the customers we’ve spent decades trying to understand.
AI Guardrails For Customer Experience with Brandon McGovern (CX Pulse Check – June 2026) 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?
7 Days To CX Outcomes Seven days, one intentional move, and a clear path to visible customer experience impact.
Operationalize CX Results: From Strategy to Action If your CX work keeps getting reduced to dashboards, survey scores, and “please fix this one issue,” it’s time to change how you lead.
Burnout! The Reality of CX Leadership In this episode, we unpack why customer experience leaders burn out trying to solve everything at once, and how a clear CX mission and strategy create the guardrails to prioritize, push back, and lead proactively instead of reactively.
CX in Emerging Markets What does customer centricity really look like in fast-growing emerging markets?
The Future of CX, According to Those Building It (CX Pulse Check – May 2026) From the floor of CXPA CX Leaders Advance, Jeannie Walters grabbed a few brilliant minds and asked one simple prompt: What’s the one thing we should be thinking about for the future of CX?
Agentic Orchestration: The Next Step in Customer Experience Personalization at scale gets pitched like a switch you flip, but the reality is messier and way more human.
