Your AI just answered a customer. Now ask the uncomfortable question: do they trust it, and do they trust you more or less because of it?

When AI spending moves faster than trust, customers feel it through inaccuracies, frustrating loops, and a lack of empathy during complex moments.

where leaders should invest now, what trends actually matter, and which shiny “innovations” you can safely stop chasing.

We’re tackling the uncomfortable truth: when CX leaders lead with NPS, journey maps, sentiment analysis, or dashboard reporting, executives often hear “interesting CX update” instead of “material business risk.”

Should your CX mission statement stay behind the curtain or belong in the hands of the people who actually deliver your customer experience?

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.