AI is loud right now, but the real question is quieter: how do we use it to create a better customer experience without losing the human at the center? 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?

The answers go far beyond any single trend. From evolving skill sets and smarter measurement to human-centered design and change management, this episode brings together a range of perspectives on where CX is heading next.

You’ll hear insights on blending technical and human skills, capturing and acting on customer emotion, grounding strategy in real value, and ensuring teams can actually adopt the changes we design.

If you’re shaping experiences, building journeys, or leading CX transformation, this is a quick hit of perspective to help you focus on what matters most.

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Episode Guests:

Sasha Fard, MBA, CCXP
Director, Omnichannel Analytics, Assurant

Follow Sasha on LinkedIn: https://www.linkedin.com/in/sashafard/

Heidi Taylor, PMP, CCXP
Senior Global CX Project Manager, Lenovo

Follow Heidi on LinkedIn: https://www.linkedin.com/in/heidimtaylor/

Emma Winstead, CCXP
Customer Experience Business Partner, Delaware North

Follow Emma on LinkedIn: https://www.linkedin.com/in/emma-winstead-ccxp-90b815172/

Nicole Aguilera, CCXP
Business System Consultant III, Mutual of Omaha

Follow Nicole on LinkedIn: https://www.linkedin.com/in/nicoleaguilera/

Scott Lee Holloway, CCXP
Head of Customer Experience, APS Bank

Follow Scott on LinkedIn: https://www.linkedin.com/in/scottleeholloway/

Lauren Wier
Customer Experience Business Partner, Delaware North

Follow Lauren on LinkedIn: https://www.linkedin.com/in/lauren-wier-17448430/

Resources Mentioned:
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Want to ask a question about this episode – or another CX issue? Leave your question at askjeannie.vip – and remember to follow her on LinkedIn!

Curious about how Jeannie Walters, CCXP, and the Experience Investigators team can help you Create Fewer Ruined Days for Your Customers™? Let’s talk!