In this CX Pulse Check, Jeannie talks with Medallia’s Chief Strategy Officer, Sid Banerjee, about today’s clearest CX use cases and the pitfalls leaders should avoid as agentic AI adoption accelerates across industries like banking, healthcare, retail, and hospitality.

This episode shares practical ways to keep long-term relationships fresh, valuable, and resilient—without changing your core product.

Where do you start with customer experience strategy? In this episode, Jeannie explores this challenge and shares how to find clarity when building a CX strategy.

Navigating today’s uncertain business landscape means balancing what’s behind us with what’s ahead.

What does luxury really mean in today’s experience economy? The answer might surprise you.

What does it really mean to make business easier for your customers?

What does it really mean to make business easier for your customers?

Why do customer experience professionals still struggle to get buy-in from leadership—even in small organizations where alignment should be easier?

The delicate balance between business efficiency and customer needs sits at the heart of successful process improvement.

When half a billion customers interact with your service each year, you gain rare insight into what truly drives—or destroys—customer loyalty.