What’s happening in CX today? In this episode, we’ll explore the gap between CX ambition and execution. Camille Kremer, Senior Director of Customer Experience at Holiday Inn Club Vacations, joins Jeannie Walters for this CX Pulse Check to share how her team built a comprehensive CX program over five years—drawing on the powerful metaphor of bamboo growth: years of unseen root work before visible success emerges.
With only 17% of executives confident in their CX delivery, despite nearly half calling it a top priority, we unpack what it takes to bridge that divide. Camille walks us through how her team built trust, accountability, and alignment, warning that mismatched expectations are the “rotten tomato” that can spoil even the best CX plans.
We also explore how Verizon is using AI not to replace humans, but to enhance experiences—automating routine tasks while expanding human support.
Throughout, one theme stands out: lasting CX transformation depends on psychological safety. Innovation only happens when teams feel safe enough to try, fail, and learn.
About Camille Kremer:
Camille is the Senior Director of Customer Experience at Holiday Inn Club Vacations. She and her team lead the CX strategy, and drive enterprise-wide improvements based on customer feedback. With 20 years of experience leading large-scale operational and transformational change across multiple industries, she is passionate about turning analytics into meaningful action. Her background in sociology, informatics, quality assurance, and lean continuous improvement fuels her commitment to creating positive change for both businesses and customers.
When she visits her parents in Louisiana, Camille still loves tending to the bees in her father’s apiary – a hobby they’ve done together for 30 years.
Follow Camille on…
LinkedIn: linkedin.com/in/camillekremer/
Articles Mentioned:
Global execs say CX is crucial to success but most still struggle to optimize its performance (VISION by Protiviti)
Marketing Promised. CX Didn’t Deliver. Here’s the Cost. (CMSWire)
Verizon Announcing AI-Powered ‘Customer Experience Transformation’ (Newsweek)
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!
Jeannie 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.
Get Jeannie’s insights in your inbox each week by subscribing to The Weekly Win and follow her on LinkedIn, Instagram and YouTube.
