Experience Action

Jeannie Walters, CCXP
  • 5.0 (3)
  • MARKETING
  • UPDATED WEEKLY
Experience Action

How do we do this customer experience thing anyway? Join award-winning customer experience (CX) expert Jeannie Walters as she answers real questions from overwhelmed leaders! Let's turn ideas into ACTION! From company culture to employee experience (EX) to customer service, Jeannie wants to help you demystify the process for enriching the customer experience. With over 20 years investigating the best and worst in CX, this international keynote speaker has heard it all... and now she's here to give you the answers you need! You won't want to miss an episode! Do you have a question? Visit askjeannie.vip to leave Jeannie a voicemail!

  1. Build Your CX Scorecard

    11H AGO

    Build Your CX Scorecard

    Customer support leaders are often trapped in a cycle of "number narration" - reporting metrics without connecting them to organizational value. In this insightful episode addressing a listener's question about reporting as a new support leader, Jeannie dives into how to transform your customer support metrics into meaningful business impact stories. The key isn't just tracking first response time, resolution rates, or customer satisfaction scores - it's understanding why these metrics matter...

    19 min
  2. CX Pulse Check - March 2025

    MAR 11

    CX Pulse Check - March 2025

    Healthcare and customer experience have more in common than you might think. Brian Carlson, VP of Patient Experience at Vanderbilt University Medical Center, joins Jeannie Walters for a CX Pulse Check to explore these fascinating parallels that are reshaping how we think about caring for patients. In this episode, they discuss: A patient satisfaction scoring storyline that provoked strong reactions on HBO's new medical drama "The Pit"Lush's bold decision to abandon social media platforms, dis...

    29 min
  3. What Do Customers Want?

    MAR 4

    What Do Customers Want?

    Ready to take your customer experience to the next level? In this episode, we dive deep into the essentials of establishing a proactive feedback strategy that not only gathers insights from customers but also transforms those insights into meaningful actions. Jeannie Walters shares her expertise on the significance of understanding customer sentiment and how to strategically implement feedback to enhance business results. We explore the common pitfalls companies face when they collect data w...

    15 min
  4. Get the CX Executive Role

    FEB 25

    Get the CX Executive Role

    Ready to elevate your customer experience game as a leader? In this engaging episode, we explore the pivotal questions every aspiring CX professional should ask during executive interviews. Jeannie shares practical advice on evaluating success metrics beyond traditional feedback loops, and the importance of resource allocation to drive effective strategy. Listeners will uncover strategies for assessing an organization's commitment to customer experience, from cultural fit to the resour...

    14 min
  5. Storytelling to Connect with Customers

    FEB 18

    Storytelling to Connect with Customers

    Unlock the potential of storytelling to revolutionize your brand's customer experience. Imagine creating not just a transaction but a true emotional bond with your audience. Join us as we dissect how storytelling transcends raw data and features, transforming them into authentic, relatable narratives. You'll discover how campaigns like Dove's Real Beauty can serve as a powerful blueprint for forming genuine connections. We promise you'll walk away with actionable insights on how to make your ...

    16 min
  6. CX Pulse Check - February 2025

    FEB 11

    CX Pulse Check - February 2025

    It's time for another CX Pulse Check. We're thrilled to have Dr. Amy Climer, a leading expert in creativity and innovation, sharing her insights. Together, we explore tech advancements that are transforming customer experiences and creating new challenges. We look at how we can navigate the fine line between innovation and distraction as technology evolves, offering a fresh perspective on capturing consumer attention amidst fragmented media consumption. We also delve into the intricacie...

    32 min
  7. Commodities and Customer Experience

    FEB 4

    Commodities and Customer Experience

    What if your commoditized product could command premium pricing and cultivate a loyal customer community? That's exactly what we explore in this episode, as we unlock the secrets of customer experience (CX) as a transformative strategy, even for products as seemingly interchangeable as sugar and coffee beans. We highlight the pivotal role of CX in brand differentiation and perceived value enhancement. With compelling examples, we demonstrate how companies can leverage CX to stand out and thri...

    15 min
  8. Inclusive Communications and Training

    JAN 28

    Inclusive Communications and Training

    What if your training methods could bridge cultural divides and turn challenges into opportunities for growth? Join me, Jeannie Walters, as we unravel the complexities of creating an inclusive and accessible customer experience that caters to the diverse needs of your team. This episode contains insights into overcoming literacy and tech barriers with empathy, transforming potential roadblocks into pathways for success. We'll explore the power of visual aids, adaptable communication methods, ...

    15 min
See All (109)

Trailer

Ratings & Reviews

5
out of 5
3 Ratings

About

How do we do this customer experience thing anyway? Join award-winning customer experience (CX) expert Jeannie Walters as she answers real questions from overwhelmed leaders! Let's turn ideas into ACTION! From company culture to employee experience (EX) to customer service, Jeannie wants to help you demystify the process for enriching the customer experience. With over 20 years investigating the best and worst in CX, this international keynote speaker has heard it all... and now she's here to give you the answers you need! You won't want to miss an episode! Do you have a question? Visit askjeannie.vip to leave Jeannie a voicemail!

Information

  • Creator
    Jeannie Walters, CCXP
  • Years Active
    2022 - 2025
  • Episodes
    109
  • Rating
    Clean
  • Copyright
    © 2025 Experience Action
  • Show Website
    Experience Action

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