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[Experience Action Podcast] CX Pulse Check – April/May 2024

Discover the future of customer experience as we tap into the wisdom of industry leaders who are redefining the landscape. In this CX Pulse Check, Jeannie Walters asked CX leaders at CXPA CX Leaders Advance and Qualtrics X4: The Experience Management Summit what we should have our finger on the pulse of when it comes to customer experience today. We’re peeling back the layers of integrated strategies and customer-first culture, offering you unique perspectives that could very well shape your next move in the world of customer experience.

Suraj ‘SUV’ Venkitachalam from Cisco emphasizes the untapped potential within the data we already possess. Karen Lynch from Greenbook dissects the evolving role of CX within the corporate structure. Maggie Gentry from Community Health Network and Alpa Vyas from Stanford Healthcare talk about the transformative journey of patient experience. Jignesh Shah from Blackhawk Network chimes in on the art of memorable customer feedback, while Lorraine Schumacher, CX Executive Advisor, and Karyn Furstman of CustomersFurst bring us back to basics, reminding us of the importance of fundamental standards in the era of AI. And last, but not least, Tabitha Dunn from Hitachi chats with us about customer-centered growth.

We’re connecting the dots between CX metrics and tangible business outcomes like retention and referrals, ensuring that you walk away with actionable insights for driving loyalty and value.

Guest List:

Tabitha Dunn, CCXP
Head of Global Customer Experience and Sales Technology at Hitachi
LinkedIn: https://www.linkedin.com/in/tabithadunn/

Karyn Furstman, CCX, CCXP, XMP
CEO & Chief Experience Officer at CustomersFurst
LinkedIn: https://www.linkedin.com/in/karynfurstman/

Lorraine Schumacher, CCXP
CX Executive Advisor
LinkedIn: https://www.linkedin.com/in/lorraine-schumacher-ccxp-145b6150/

Jignesh Shah
VP of Products & GTM leader at Blackhawk Network
LinkedIn: https://www.linkedin.com/in/jshahdc/

Maggie Gentry, CPXP
Director of Experience Analytics at Community Health Network
LinkedIn: https://www.linkedin.com/in/maggie-gentry-chnw/

Suraj ‘SUV’ Venkitachalam
Senior Director, Customer Voice Strategy & Execution at Cisco
LinkedIn: https://www.linkedin.com/in/surajsuv/

Alpa Vyas
Senior Vice President, Chief Patient Experience & Operational Performance Officer at Stanford Health Care
LinkedIn: https://www.linkedin.com/in/alpa-vyas-healthcare/

Karen Lynch
Head Of Content at Greenbook
LinkedIn: https://www.linkedin.com/in/karenmlynch/


Resources Mentioned:
Experience Investigators Learning Center

Want to ask a question about this episode – or another CX issue? Leave Jeannie a voicemail 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!

About Jeannie Walters, CCXP, CSP

Jeannie Walters CCXP CSP small square photoJeannie is an award-winning customer experience expert, international keynote speaker, and sought-after business coach who is trailblazing the movement from “Reactive Customer Service” to “Proactive Customer and Employee Experience.” More than 500,000 people have learned from her CX courses on LinkedIn Learning, and her insights have been featured in Forbes, The Chicago Tribune, The Wall Street Journal and NPR

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