What if the fastest way to beat your competitors isn’t a new feature, but a better feeling at every step of the journey? In this episode, we explore how experiential innovation—improving how customers move, decide, and feel—outperforms price wars, builds trust, and turns small moments into big wins.
Using the CXI Navigator, we break down how leaders align clear intent, cultural commitment, and real customer behavior to reduce friction and increase reassurance. From Uber and Netflix to B2B organizations like Vanguard, the pattern is consistent: spot hesitation, simplify paths, and guide people forward with confidence.
With data showing customers will abandon even beloved brands after a single bad experience, the stakes are clear. This conversation shares practical ways to design calmer, clearer journeys that drive loyalty, speed, and long-term growth. Subscribe for more practical experience strategies, share this with a teammate who owns a part of the customer journey, and leave a review.
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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.
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