Experience Action Jeannie Walters, CCXP

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/

Access our CX resources at experienceinvestigators.com
Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

As the lights dim and the curtains part, understanding the intricate ballet of customer experience (CX) takes center stage. Let's embark on an insightful exploration of CX in the live entertainment industry. In this episode, we tackle the challenge of crafting those electrifying moments that leave audiences craving more and performers feeling right at home. From the very first spark of interest to the warm afterglow that follows an event, we dissect the customer journey, offering strategies to heighten every touchpoint. Get ready to discover how to stand out in a sea of entertainment options and ensure that your customers are embarking on an experience that resonates with your brand's unique story even before the moment tickets are purchased.

Tune in as we elevate the conversation from customer service basics to a comprehensive understanding of what truly makes an event unforgettable.

Resources Mentioned:
Customer Journey Mapping Workbook -- bit.ly/cjmworkbook
Customer Interview Guidebook -- bit.ly/ciguidebook
CX Mission Statement Workbook -- bit.ly/cx-mission-workbook
Learn more about CXI Ground School™ and CXI Flight School™ -- cxiflightschool.com
Experience Investigators Website -- experienceinvestigators.com
Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters
Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

"Where should unique customer experiences fit in our prioritization of projects, and how do we show value in situations where the number of customers impacted may not be high?"

Discover the paramount importance of empathy in crafting a brand's reputation and fostering unwavering customer loyalty, especially through the delicate handling of unique customer issues. Host Jeannie Walters shares compelling strategies for customer experience (and patient experience) leaders to magnify the value of  CX within their organizations, even in the small moments. We need to weave the fabric of emotional connection through CX mission alignment, create ROI beyond the balance sheet, and embrace the potent influence of storytelling.

Your journey to elevating customer experience starts with real-world applications and continuous dialogue to keep your strategies at the forefront of innovation.

Resources Mentioned:
CX Mission Statement Workbook -- bit.ly/cx-mission-workbook
CX Success Statement Workbook -- bit.ly/cx-success-workbook
Article: Is Customer Experience Worth It? And How Much Should You Invest? --  experienceinvestigators.com/take-action/customer-experience-value
Learn more about CXI Ground School™ and CXI Flight School™ -- cxiflightschool.com
Experience Investigators Website -- experienceinvestigators.com
Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters
Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Unlock the full potential of your customer-facing team and watch your customer satisfaction soar! Let's transform the frontline of your business into a powerhouse for customer loyalty. On this episode of the Experience Action Podcast, we're tackling a golden question: How do we get our customer-facing employees just as invested in the customer experience as we are? You asked, and now I'm delivering a treasure trove of strategies that catapult customer buy-in from a wishful thought to a tangible reality.

Listen up as we explore how to effectively communicate the 'why' behind your customer experience goals, aligning your team with the company's vision and their pivotal role within it. We'll navigate through the creation of a 'Service Code', the impact of ongoing training, and the amazing power of recognizing and rewarding those who go above and beyond for customers. This isn't about ticking boxes; it's about empowering your team to be the best for your customers. Together, we'll discover how to turn employees into passionate advocates of your brand, ensuring that every customer interaction is an opportunity to strengthen loyalty and drive business success.

Resources Mentioned:
Download the free CX Mission Statement Workbook -- bit.ly/cx-mission-workbook
Article: How a Service Code Empowers Employees to Deliver Exceptional Experiences -- experienceinvestigators.com/customer-centric-culture/customer-experience-service-code/
Learn more about CXI Flight School™ -- cxiflightschool.com
Experience Investigators Website -- experienceinvestigators.com
Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters
Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Embark on a journey with Jeannie Walters as we unlock the secrets to customer experience success that transcend industries. There are aspects to managing the customer experience in an intentional and proactive way that are true no matter the size of the organization, the leadership, the industry, you name it. We're exploring the must-have elements as opposed to nice-to-haves and mentioning some things you might want to actively ignore.

Join the conversation and discover how customer experience can elevate your business.

Resources Mentioned:
Download the free CX Mission Statement Workbook -- bit.ly/cx-mission-workbook
Download the free CX Success Statement Workbook -- bit.ly/cx-success-workbook
Experience Investigators Website -- experienceinvestigators.com
Learn more about CXI Flight School™ -- cxiflightschool.com
Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters
Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that's shaping how we interact with businesses today. Prepare to have your perspective radically shifted as we examine a bank's strategy to merge in-person banking with digital tool education. Will this approach truly empower customers or is it merely a stepping stone to a fully digital future? We debate the nuances of real-time digital guidance and its potential to revolutionize customer autonomy and behavior across their preferred channels.

Venture further into the realm of engagement with us as we spotlight the trend of shoppable video content. We're not just talking about the immediate click-to-buy; we're navigating the deeper waters of brand storytelling and authenticity. The potential for B2B markets to embrace this trend sparks a thought-provoking discussion. Additionally, we unpack expectations for New York state’s first chief customer experience officer.

Join us for an episode that promises to be an eye-opener for the ever-evolving customer interaction landscape.

About Greg Kihlström:
Greg Kihlström is a best-selling author, speaker, and entrepreneur, and serves as an advisor and consultant to some of the world's top brands on marketing technology, marketing operations, and digital transformation initiatives. He speaks 3 times weekly with executives and leaders from Fortune 500 companies and top marketing technology platforms on his podcast, The Agile Brand with Greg Kihlström. He is a multiple-time co-founder and C-level executive, leading several acquisitions and currently sits on the board of a martech startup. Additionally he is a faculty member on the Association of National Advertisers School of Marketing, and is a doctoral candidate with a focus on business intelligence.

Check out The Agile Brand at theagilebrand.com/
Follow Greg on LinkedIn at linkedin.com/in/gregkihlstrom
Follow Greg on X/Twitter at twitter.com/gregkihlstrom
Follow The Agile Brand on Instagram at instagram.com/theagilebrand

Articles Mentioned:
Santander evolves in-person bank format in Hoboken with new experience to meet customer needs (ROI - NJ)
Shoptalk 2024 Day Four: Innovation for Innovation’s Sake? (Coresight Research)
Meet New York’s Chief Customer Experience Officer (StateScoop)

Resources Mentioned:
Experience Investigators Website -- experienceinvestigators.com
Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)