Podcasts about experience investigators

Customer experience leadership is not just about gathering insights—it's about securing genuine organizational buy-in. In this special episode of the Experience Action podcast, our host Jeannie Walters sits down with Sasha Fard, Country Lead for Customer Experience Management at Capital One Canada, to reveal the often-overlooked secret to successful CX implementation.Speaking from the bustling Medallia Experience 2025 event in Las Vegas, Fard dismantles the common misconception that actionable Voice of Customer data alone drives change. The real challenge? Getting cross-functional leaders to not just review customer feedback but commit to acting on it.What makes this conversation particularly valuable is Fard's practical approach to change management. Following ADKAR principles (Awareness, Desire, Knowledge, Ability, Reinforcement), he demonstrates how CX professionals must transform themselves into skilled salespeople for their initiatives. "You need to be a good salesperson too," Fard advises, "because you're selling an idea, you're selling an approach." This means understanding stakeholder objectives, speaking their language, and showing how CX directly supports their goals—not overwhelming them with metrics and industry jargon.The most compelling takeaway? Start small, demonstrate value, and scale gradually. By securing incremental commitments rather than demanding wholesale change, CX leaders can build the credibility needed to expand their influence. This approach earned Capital One the Global CXPA Impact Award, recognizing their success in driving tangible business outcomes through customer experience initiatives. Ready to transform how you approach CX leadership?Follow Sasha Fard on LinkedIn: https://www.linkedin.com/in/sashafard/Resources Mentioned:Medallia Experience -- https://www.medallia.com/experience/Experience Investigators -- https://experienceinvestigators.comWant 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/)

What happens when you bring together experience leaders from healthcare and elite sports education? You discover powerful insights that transcend industries and reveal universal truths about creating exceptional experiences.Meet Heather Brace, Chief People Officer at Intermountain Healthcare with its 68,000 employees across six states, and Mike Milliron, Chief Operating Officer at IMG Academy, the world-renowned training ground for elite athletes. Both leaders share a remarkable commitment to turning feedback into action. Our host, Jeannie Walters, had the privilege of interviewing them at the X4 conference hosted by Qualtrics in Salt Lake City in March of 2025. Their organizations have rejected traditional annual surveys in favor of frequent, targeted listening programs that capture real-time sentiment. As Heather explains, "What does an employee remember? Probably what happened in the last 30 days." Both have created what they call "closed-loop" feedback systems where they not only collect insights but transparently communicate the actions they'll take as a result.The most compelling revelation? Their data shows that employee engagement hinges on surprisingly simple human elements. At Intermountain Healthcare, they discovered that employees who stay past the four-year mark typically remain for ten years or more. This insight drove them to map the complete employee journey, identifying critical moments where intervention could improve retention.Meanwhile, IMG Academy has developed highly personalized approaches that align students, parents and staff around individualized development plans. As Mike powerfully states, "We've found you can do more damage than good if you ask for insights and then just sit on it."Ready to transform your organization's approach to experience? Listen now and discover how these leaders have built cultures where feedback drives meaningful change, accountability matters, and experiences are designed around authentic human needs.Follow Heather Brace on LinkedIn: https://www.linkedin.com/in/heather-brace/Follow Mike Milliron on LinkedIn: https://www.linkedin.com/in/mike-milliron-6a234713/Resources Mentioned:Qualtrics -- https://www.qualtrics.com/Experience Investigators -- https://experienceinvestigators.comWant 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/)

In this episode of the Duct Tape Marketing Podcast, I had the pleasure of interviewing Jeannie Walters. Jeannie Walters is an award-winning customer experience expert, international keynote speaker, and Founder of Experience Investigators, a firm that helps companies increase sales and customer retention through elevated customer experiences. Trailblazing the movement from “Reactive Customer Service” to “Proactive Customer Experience,” Walters is the leading authority for improving employee and customer relationships. Walters is a founding member of the Customer Experience Professionals Association and a trusted advisor to numerous Fortune 500 companies, including Orangetheory Fitness, SAP, Comcast, and JPMorgan Chase. As an educator, her LinkedIn Learning courses have inspired over 500,000 learners worldwide. A Certified Speaking Professional and proud Professional Member of the National Speakers Association, Jeannie has captivated audiences of tens of thousands across three continents with her expertise and insights. In this episode, we discuss the importance of understanding and improving customer experience—not service, experience! We also discuss the relationship between customer experience and marketing, the role of technology, generational differences in customer expectations, the significance of speed (how soon is "soon"?), and the necessity of building a customer-centric culture. Jeannie emphasizes the need for organizations to adopt a mindset focused on customer experience, implement effective strategies, and continuously test and adapt their approaches based on feedback. More About Jeannie Walters: Check out  Jeannie Walters' Website Connect with  Jeannie Walters on LinkedIn Rate, Review, & Follow on Apple Podcasts If you liked this episode, please rate and review the show. Click HERE - scroll to the bottom, tap to rate with five stars, and select “Write a Review.” Then, let us know what you loved most about the episode. Connect with John Jantsch on LinkedIn! Are you stuck trying to figure out your marketing strategy? Get Your Free AI Prompts To Build A Marketing Strategy HERE. This episode of the Duct Tape Marketing Podcast is brought to you by Oracle Nobody does data better than Oracle. Train your AI models at twice the speed and less than half of the cost of other clouds. If you want to do more and spend less, take a free test drive at Oracle.

On this episode, we explore strategies for building a compelling business case for customer experience (CX) investment — and how to optimize the budget you've secured.According to Forrester's Budget Planning Guide 2025: Customer Experience, while 99% of CX decision-makers list CX improvements as a top priority of senior executives, only 40% anticipate they'll receive significant budget increases.As a CX leader, you must combine evidence-based arguments with emotional appeals to secure the investment needed for success. And then, whether or not you procure the resources you're looking for, a new set of challenges arise when it comes to optimizing the budget you are granted. CX leaders must excel at making the most of limited resources, demonstrating ROI and leveraging emerging technologies effectively. Our expert guests share key strategies on how to navigate the process of budget planning, negotiation and optimization to keep pace. Listen for the actionable insights of Jeannie Walters, CX expert, host of the Experience Action podcast and CEO of Experience Investigators; Mark Raffan, negotiations expert, host of the Negotiations Ninja podcast and CEO of Negotiations Ninja; and Alain Méric, vice president of sales at TELUS Digital.Access Forrester's Budget Planning Guide 2025: Customer Experience for insights on where to increase, decrease or experiment with your CX budgets for 2025.

Unlock the secrets to creating truly inclusive customer experiences with insights from Jeannie Walters and special co-host Paige Flenniken, Experience Investigators' Director of Business Development.Discover how Apple is revolutionizing accessibility with groundbreaking features like eye-tracking and vibration controls, ensuring their devices are universally user-friendly without the need for extra hardware. Explore the ongoing challenges in accessibility awareness and the innovative role of AI in enhancing customer interactions. We'll delve into the importance of multi-sensory cues in public spaces, making environments like airports more inclusive for everyone.In another captivating segment, we highlight Starbucks' operational hurdles and the focus on operational efficiency vs. customer experience. We also examine the employee experience and customer experience link.Finally, learn how Aflac is setting a high bar for customer-centric culture by focusing on emotional needs and consistent service, illustrating why customer experience should be a company-wide priority. Join us for an episode packed with practical strategies and inspiring stories that show the transformative power of genuine care in business.Articles Mentioned:Apple's next accessibility features let you control your iPhone and iPad with just your eyes (TechRadar)40 minutes for Starbucks coffee? Customers and workers are steaming (The Seattle Times)How Aflac built a customer-centric business culture (CX Dive)Resources Mentioned:Experience Investigators Website -- experienceinvestigators.comWant 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/)

Jeannie Walters, CCXP is an award-winning customer experience expert, international keynote speaker, and Founder of Experience Investigators, a firm helping companies increase sales and customer retention through elevated customer experiences. Trailblazing the movement from “Reactive Customer Service” to “Proactive Customer Experience,” Jeannie wants business leaders to see customer experience as a winning mindset, strategy, and discipline for all organizations. In this conversation, we speak about the many tactics to improve your organization and team skills. Jeannie highlights the significance of team and organizational alignment, distinguishing between customer service and customer experience, and the importance of truly understanding customers' thoughts and feelings without making assumptions, hence creating a loyal and consistent customer roster.https://www.experienceinvestigators.comhttps://www.instagram.com/jeanniewalters  https://www.linkedin.com/in/jeanniewalters/ Get Free GiftThe limitless organization short video coursemike-goldman.com/limitlessThanks for listening! Connect with us at mike-goldman.com/blog and on Instagram@mikegoldmancoach and on YouTube @Mikegoldmancoach

Ever wonder about the optimal frequency to revisit your customer experience mission statement, success statement, and team charter? We've got you covered! This week, our host, Jeannie Walters, founder of Experience Investigators, answers this very question from one of our listeners. You'll hear some insights and practical advice on why and when to refresh these important tools.In this episode, Jeannie stresses the importance of aligning your success statement with your organization's goals to reap the outcomes you're after. We also venture into the realm of customer collaboration and the vital role of customer feedback in experiential innovation. Whether you're at the drawing board stage or looking for a fresh perspective, this episode is brimming with actionable advice guaranteed to elevate your customer experience strategy. Tune in and get ready - it's time to put ideas into action!Resources Mentioned:CX Mission Statement Workbook -- bit.ly/cx-mission-workbookCX Success Statement Workbook -- bit.ly/cx-success-workbookCX Charter Guidebook -- bit.ly/cxcharterExperience Investigators Learning Center -- experienceinvestigators.comWant 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/)

The future of CX is here, and it's powered by AI.In this week's episode, Jeannie Walters, CEO of Experience Investigators, joins us to discuss the dynamics of customer experience, AI, and leadership. From ChatGPT's revolutionary conversational capabilities to the importance of customer understanding, we explore how organizations can bridge the gap between digital and real-life customer interactions through an omnichannel approach. Discover how AI can empower leaders to make informed decisions and drive meaningful change, all in pursuit of enhancing customer interactions and gaining deeper insights at the C-suite level. Tune in for a journey into the future of CX, where challenges like AI selection and ethical data collection are met head-on, guided by visionary leadership.You can reach out to Jeannie on LinkedIn. Many thanks to Jeannie for being our guest. Thanks also to our producer, Natalie Pusch; our editor, Big Bad Audio; and this episode's sponsor, Dig Insights.

What's going on right now in Customer Experience (CX)? We're doing something a little different, a little new in this Experience Action episode. This CX Pulse Check is your ticket to understanding the customer experience economy today, so you can plan for future success! You'll come away from this episode knowing more about how to leverage behavioral data and technology to create personalized, efficient experiences, and more. Fasten your seat belts!We've brought in a special guest to add richness to this conversation: Experience Investigators' Director of Business Development, Paige.In this episode, you'll hear real-life examples from Mcdonald's, Taco Bell, Chick-fil-A, Chipotle, and Portillo's, specifically how they're all revving up their drive-through models. We'll also take an exciting trek into the strategy of Lego's adult-targeted, high-tech journey, Delta Air Lines loyalty offerings, and Amazon's latest offering - end-to-end supply chain management.This is the new age of customer experience, and we don't want anyone to be left behind. Let's turn ideas into action! Resources Mentioned:Join the Waitlist for the CXI® Flight School -- cxiflightschool.comArticle: Is Customer Experience Worth It? And How Much Should You Invest? -- experienceinvestigators.com/take-action/customer-experience-value/Experience Investigators Learning Center -- experienceinvestigators.comWant 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/)

❔"I love how you discuss the difference between customer service and customer experience. I work with people who really believe they understand customer service so there's nothing to worry about. How do I get them to see that we should focus on customer experience, not just customer service?"❔We need both customer service and customer experience to have a successful business. Customer service is essentially a reactive process. Customer experience is about being proactive and intentional. It's about designing the journey for our customers so they can get what they need and achieve their goals in the most delightful and effortless way possible. When we do this well, we all win – customers and businesses! Customer service is just one piece of the puzzle. In this episode, Jeannie Walters shares how you can help your colleagues understand that customer experience is a fundamental business strategy that provides a holistic approach beyond reactive problem-solving.Resources Mentioned:YouTube: Jeannie Walters at Experience Investigators -- bit.ly/jeannieytGet the Weekly Letter: bit.ly/jeannie-letterExperience Investigators Learning Center -- experienceinvestigators.comWant 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/)

It's never been more important to understand your customers and what they value. But where does the customer experience begin? And how do you tactically create a consistent experience that will keep customers loyal? [Jeannie Walters](https://www.linkedin.com/in/jeanniewalters/), Founder and CEO of [Experience Investigators](https://experienceinvestigators.com/), shares tangible pieces of advice for putting customers first through their entire journey with your organization. She connects the dots between customer success and sales, and explains how the two groups can partner to optimize outcomes for all parties. She also dives into the use of technology in the customer experience, revealing how it can help and where it can hurt. **Resources:** - Jeannie's LinkedIn: [linkedin.com/in/jeanniewalters/](https://www.linkedin.com/in/jeanniewalters/) - Follow Jeannie on Twitter: @jeanniecw - Take Jeannie's LinkedIn Learning courses: [linkedin.com/learning/instructors/jeannie-walters](https://www.linkedin.com/learning/instructors/jeannie-walters) - Explore Jeannie's website: [experienceinvestigators.com](https://experienceinvestigators.com/) - Listen to Jeannie's podcast: [Experience Action](https://www.experienceactionpod.com/)

In this week's episode of the SIMPLE brand podcast, I talk with Jeannie Walters.Jeannie's an award-winning customer experience expert, international keynote speaker, and Founder of Experience Investigators - a firm helping companies increase sales and customer retention through elevated customer experiences. And she's the host of the Experience Action podcast.From the importance of creating and instilling a Customer Experience Mission to approaching your customer journey map as a verb, and not a noun - Jeannie and I discuss the right ways to help you and your team demystify the process for improving your customer experience.Some of the topics we discuss include:How to create fewer ruined days for customersWhat customers expect from brands todayUnderstanding a customer's journey helps you know what they want at each interactionCustomer journey mapping is a verb, not a nounHow to use “micro-mapping” to truly understand customers along each interactionIf you recognize a poor interaction across the customer journey, there's no need to validate it with dataA CX mission statement empowers your employees to know exactly how to deliver on your brand's promiseA focus on customer experience helps create a better employee experienceRESOURCES FROM THIS EPISODE:Jeannie's siteJeannie's podcast - Experience ActionLeave your question for Jeannie to answer on the Experience Action podcast hereJeannie on LinkedIn

❔"How do you use a customer experience (CX) mission statement?"❔ This question is near and dear to Jeannie's heart. In fact, Jeannie and Experience Investigators were so passionate about CX Mission Statements that they created a system to help fill the gaps they frequently saw in many CX plans. They saw that many existing company mission statements didn't take into account the customer as a whole.In this week's episode, Jeannie talks about all things CX Mission Statement...her favorite ways to use a CX Mission Statementplaces a CX Mission Statement is usedhow to keep the CX mission statement top of mindgetting employees involved in using the tooltips and tricks to take actionThanks for helping Jeannie on her mission to create fewer ruined days for customers. Don't forget to grab your FREE CX Mission Statement Workbook below! Resources Mentioned:Experience Investigators Website -- www.experienceinvestigators.comCX Mission Statement Workbook -- bit.ly/cx-mission-workbookGet a year of free Customer Experience Resources -- www.YearofCX.comWant 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/)

Live from the Uniphore Studios in sunny California, it's the CX Day live stream! Join us for a round-table discussion of some of the issues, challenges, and myths in the CX field. Today's guests are Jeannie Walters - CEO & Chief Customer Experience Investigator at Experience Investigators, and Shawn Nason - CEO & Founder, Chief Experience Officer at MOFI. On this episode, Jeannie and Shawn chat with host Randy Ksar to debunk some CX myths and answer questions from the audience.Takeaways:CX Myth: “CX is not a business strategy”. To properly build a robust CX platform in your company, it needs to be intentional. Simply telling yourselves that you need to treat customers better won't magically change your culture.CX Myth: “CX should be siloed and its own department”. A successful CX program is one that treats CX, customer success, and customer service as a collective strategy. A good litmus test for the priority your business has for CX is to look at the org chart. If the CXO is 3 or 4 reports down, CX likely isn't a high priority. Pay attention to your frontline CX workers. By empowering them, you reduce the turnover rate and increase job satisfaction and productivity. CX education has a long way to come. Education programs need to be taught by people who have worked in these roles. CX is happening regardless of your investment in it. Even if you don't have a CX strategy, customers are still having experiences with your brand.One of the biggest challenges facing the industry is integrating and centralizing customer data. You can't predict things for customers if you can't look at their history. Quote of the Show:“How can we say customer experience is a priority when it doesn't have a budget.” - Jeannie Walters“If higher ed is going to teach it, make sure you're doing it with someone who has been in the trenches.” - Shawn Nason“Sometimes people don't even realize they're doing customer experience.” - Randy KsarLinks:Jeannie:Twitter: https://twitter.com/jeanniecwLinkedIn: https://www.linkedin.com/in/jeanniewalters/Website: https://experienceinvestigators.com/Podcast: http://www.crackthecustomercode.com/Shawn:Twitter: https://twitter.com/manonfiresocialLinkedIn: https://www.linkedin.com/in/nasonshawn/Website: https://www.mofi.co/Podcast: https://shawnnason.com/the-combustion-chronicles-2/Ways to Tune In:Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tgGoogle Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M

How proactive are you about providing content to your customers to help them along their journey? Jeannie Walters, Founder and CEO of Experience Investigators, calls content the unsung hero of CX. Jeannie says organizations can create positive micro-moments throughout the customer journey by offering up the knowledge they need, before they have to look for it. Listen in to learn how to properly use content to empower customers.

How These Three Pillars of CX Drive Profits When Leadership Is Proactive About Customer Experience  This week's guest is Jeannie Walters, CEO and founder of Experience Investigators, a global customer experience consulting firm that helps companies improve loyalty and retention, employee engagement, and overall customer experience. For more than 20 years Jeannie has dedicated her work to creating meaningful moments and real results with one mission: To Create Fewer Ruined Days for Customers™. As the Founder and Chief Experience Officer of Experience Investigators, Jeannie has helped organizations—from small businesses to Fortune 500s—to do just that. In this episode, Jeannie explains the three pillars of good CX to create positive experiences for customers and employees alike. She details how this is possible when customer experience management is proactive instead of reactive.   Jeannie's Journey in CX  Jeannie began her career in fundraising consulting and marketing. While working in marketing, she found that many organizations thought about legal, product development, marketing, and sales but no one was truly advocating for the customer. So about 20 years ago, she and her brother decided to focus on customer experience. They successfully ran a CX firm together until 2009 when Jeannie started Experience Investigators.   She has helped hundreds of companies of all sizes and across three continents strengthen their CX strategy. In addition to being a Certified Customer Experience Professional (CCXP), Jeannie is a TEDx speaker, a founding member of CXPA, co-host of the top-rated Crack the Customer Code podcast, and a four-time LinkedIn Learning instructor whose courses have been watched by more than 200,000 online learners.   An active writer, Jeannie's work has been featured in “Forbes,” “CustomerThink,” “The Future of Customer Engagement and Commerce,” and “My Customer,” as well as in university-level textbooks. She has received numerous recognitions for her work in CX.  The Three Pillars of Good CX  Jeannie has found that leaders often view customer experience as something that's nice, purely common sense, or solely focused on measuring feedback. But customer experience that's focused only on tracking customer satisfaction through surveys doesn't actually have an impact on the customer experience itself. This way of thinking about customer experience is an afterthought when what is really needed is forethought and planning to optimize the customer experience.  All organizations have customer experiences, whether intentionally designed or not. Jeannie's three pillars provide leadership a roadmap to be proactive, not reactive about the customer experience including how the entire organization should align to execute a successful CX plan.   1. Mindset  The first pillar lays the foundation for a CX strategy. The organization's mindset determines how to cultivate a customer service culture and ensures everyone in the organization is focused on it as something that is central to their business, not something extra or limited to certain departments.   Jeannie recommends writing a customer experience mission statement that helps everyone align where they're going so they can show up for customers no matter what. The mission statement documents who you are as a brand, including what you stand for. As an example, are you “the fastest” or “the most economical”? She points out the importance of gaining internal agreement on the brand promise in the customer experience mission statement as the north star that everyone in the organization gets behind.   2. Strategy  Next, this mindset needs to be translated into an effective business strategy to ensure customer experience is done right. The strategy must define what success looks like for your customer and for your organization. This becomes the success statement for the organizational goals, what the business leaders care about, how CX can support those goals, and how to measure that success.   Watching CSAT go up and down only helps your bottom line if you connect it to the bottom line. A business strategy builds these connections by, for example, discovering that a higher CSAT results in more satisfied and happier customers that share their remarkable experiences, spend more with your brand, and refer other customers. This connected strategy can support the revenue goals of your organization through increased customer loyalty and retention.   Throughout this process, it's important to be proactive about delivering intentional, positive customer experiences that connect to the central mindset and culture. We can apply best practices such as customer journey mapping, service blueprinting, and other tools. But because we ultimately experience things from our own perspective, we must be intentional in how we develop strategies that draw on the customer service culture to deliver excellent customer support.  3. Discipline  The third and final pillar is focused on crafting the discipline to deliver on the business strategy. This can't be accomplished effectively in silos, so it is essential to build collaborative cross-functional leadership teams that understand their role in creating the customer experience.   Everyone in your organization has a role in the customer experience. Your mindset and culture lay the foundation for guiding the discipline to deliver on your business strategies. Whether collaborating internally with colleagues, working with vendors, or communicating directly with customers from the contact center, everyone in your organization has a contribution to make and their daily efforts have a direct impact on the customer experience.  The Three Pillars in Action  Removing barriers to good customer service creates a chain reaction of positivity and empowers business leaders "To Create Fewer Ruined Days for Customers™.” When organizations embrace these three pillars and implement a focused business strategy for customer experience, they will see measurable results.   By starting with the documented mission statement, you define how you will show up for customers no matter what. Sometimes there are tradeoffs because you can't always be the fastest and most accurate, for example. That understanding needs to be reflected in your company culture and mindset.  Then craft an execution strategy based on your organizational goals so you can measure the ROI you want to achieve. Include in your strategy details such as how each department plays a role in customer experience, how you will build your customer experience team, and how you will measure effectiveness and customer success.   Finally, turn your strategy into the discipline to work with other leaders within your organization. The coalitions you build will make powerful impacts, ranging from how you post jobs and how you hire and onboard employees, to how you deliver your products and how you collect payment.  In sum, by proactively identifying the business goals of your customer experience strategy, deciding on the execution steps necessary to achieve them, and determining how to measure your success, you can transform the customer experience into a strategic asset. By looking at a combination of experiential data (customer feedback) and operational data (customer behaviors) you can gain insights into your customer experience and modify your goals as you go, while remaining grounded in your mission for excellent CX.  Learn More About Jeannie  To learn more about Jeannie and her strategy for good CX, visit   ExperienceInvestigators.com where you can also find Year of CX customer experience resources and workbooks. Visit CrackTheCustomerCode.com to learn more about the podcast she cohosts with Adam Toporek featuring insights and innovations from business leaders.  What Jeannie Does for Fun  Jeannie enjoys spending her free time with her two teenage sons. She loves watching them do what they love, from choir concerts to soccer games. Her oldest son is heading to college in the fall and she's grateful for the time they have together.  Watch the episode video here. Read the blog post here.  

What do some of the most successful businesses in the world—like Ikea, Amazon, and Chewy—all have in common? They never stop innovating around the customer experience. On this episode, Jeannie Walters, CEO of Experience Investigators, explains why prioritizing the customer experience is key to building a lasting business. Jeannie has spent the last 20 years investigating which CX strategies work to deliver higher ROI, improve employee retention, and minimize customer churn. Listen now to hear her expert advice, including how to surprise and delight customers in the digital age and the best ways to use customer feedback. 

The CX Goalkeeper had a smart discussion with Jeannie WaltersFounder and CEO of Experience Investigators, Customer Experience Speaker, Trainer, Podcast Host.In this episode you will learn:- Customer experience is more than a customer journey map or a Net Promoter Score.- It creates fewer ruined days for customers- CX is all about 3 things: a mindset, a strategy and a discipline… and much moremore information: www.cxgoalkeeper.com/JeannieWalters

My next guest is CEO of Experience Investigators, a certified customer experience professional, a LinkedIn learning instructor, and a TedX speaker. Hello and welcome to Scale Your Sales podcast, Jeannie Walters. 0:00 How to create an excellent buyer experience. 1:56 How to create fewer ruined days for customers. 5:18 The easiest sale to make are the ones we believe in. 10:00 You must understand emotional nuances to get customers. 12:34 Why understanding our customers and their journey is critical. 16:11 How different generations have different communication preferences. 19:16 Why we need to check in with our customers to figure out what they really need. 21:28 Ways to provide more diversity in the workplace 26:50 Customer journey mapping is a powerful tool for scaling sales. LinkedIn: linkedin.com/in/jeanniewalters  Website: experienceinvestigators.com  Twitter: jeanniecw  Janice B Gordon, the awarding-winning Customer Growth Expert and founder of Scale Your Sales Framework. She is by LinkedIn Sales 15 Innovating Sales Influencers to Follow 2021, the Top 50 Global Thought Leaders and Influencers on Customer Experience Nov 2020 and of 150  Women B2B Thought Leader You Should Follow in 2021 Janice helps companies around the world to reimagine revenue growth through customer experience and sales. Book Janice to speak virtually at your next event https://janicebgordon.com LinkedIn: https://www.linkedin.com/in/janice-b-gordon Twitter: https://twitter.com/JaniceBGordon Scale Your Sales Podcast: http://scaleyoursales-podcast.co.uk/ More on the blog https://scaleyoursales.co.uk/blog Instagram: https://www.instagram.com/janicebgordon Facebook: https://www.facebook.com/ScaleYourSalesJBG

The need to understand customer behaviors may never be as great as today. Customers are proliferating digital channels thanks to the digital acceleration that began in 2020 and extends today. And companies need help.  In fact, only 11% of organizations say they currently understand customer behavior well, according to the CMSWire State of Digital Customer Experience. About 56% say they moderately understand customer behavior, and 33% say they either understand customer behavior poorly or that they haven't started to understand customer behavior yet. Customer journey mapping is one tool to help understand customers better. But it's more than creating a map. It's defining truly those customer moments that matter. Jeannie Walters, chief customer experience investigator and founder at Experience Investigators, invests in making customer journey mapping work. It's a verb, and not a noun, she says. Walters shared these and other tips and strategies around customer journey mapping and CX best practices in our latest episode.

Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes. ***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport this show through Buy Me A Coffee***BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here: https://press1fornick.com/books/  BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ 

In the world of business, it's all too easy to put profits over people and turn relationships into meaningless transactions. How might we flip the script and focus on humanizing business interactions by creating experiences that create significant revenue? Join host Shawn Nason as he examines the business case of creating people-first Experience Ecosystems with a panel of experts. Guests include Diane Magers, founder and chief experience officer at Experience Catalysts in Dallas, TX; Stacy Sherman, a keynote speaker, author, and podcaster; and Jeannie Walters, founder and chief experience officer of Experience Investigators. Learn more about your ad choices. Visit megaphone.fm/adchoices

Due to a new partnership, conversational AI and automation capabilities are about to be brought together for the first time in our industry. This pairing marks the start of a revolution unlike any seen in the CX space.In this special episode, we bring you a discussion about the recent acquisition of Jacada by Uniphore.Special Guest Host, Jeannie Walters, CEO & Chief Customer Experience Investigator at Experience Investigators, welcomes Umesh Sachdev, CEO and Co-Founder at Uniphore, and Yochai Rozenblat, Former CEO at Jacada, to talk about how the partnership will benefit their customers and the industry overall.We discuss:-How the acquisition came to be-How the partnership will benefit the industry-How call centers have changed since the pandemic-What AI and automation can do for customer experienceKeep connected with Conversations That Matter at Apple Podcasts, Spotify, or www.uniphore.com.Want to be a guest on Conversations that Matter? Email podcast@uniphore.com.

Due to a new partnership, conversational AI and automation capabilities are about to be brought together for the first time in our industry. This pairing marks the start of a revolution unlike any seen in the CX space. In this special episode, we bring you a discussion about the recent acquisition of Jacada by Uniphore. Special Guest Host, Jeannie Walters, CEO & Chief Customer Experience Investigator at Experience Investigators, welcomes Umesh Sachdev, CEO and Co-Founder at Uniphore, and Yochai Rozenblat, Former CEO at Jacada, to talk about how the partnership will benefit their customers and the industry overall. We discuss: -How the acquisition came to be -How the partnership will benefit the industry -How call centers have changed since the pandemic -What AI and automation can do for customer experience Keep connected with Conversations That Matter at Apple Podcasts, Spotify, or www.uniphore.com. Want to be a guest on Conversations that Matter? Email podcast@uniphore.com.

“Do NOT ruin your customer's day” sounds like something that belongs at the top of any list of rules for CX professionals. We've all had those moments where an employee with a bad attitude ruined your mood, or you're left waiting on hold for over an hour and steamed about the experience for the rest of the day. But there are ways where you can help prevent “ruined days” for your customers. Host Steve Walker welcomes guest Jeannie Walters, a CX consultant, speaker, podcaster, and CEO and Chief Customer Experience Investigator for Experience Investigators, for a discussion on why it's important to not ruin your customer's day.

About our Guest, Jeannie WaltersJeannie Walters is the CEO/Founder of Experience Investigators™ by 360Connext, a global Customer Experience consulting firm. She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience.Jeannie is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association (CXPA,) a Professional Member of the National Speakers Association [NSA] and the NSA Illinois Chapter president, a Forbes Coaches Council Member, a C-Suite Network Advisor, a LinkedIn Learning and Lynda.com instructor, and a TEDx speaker.She was named one of the Huffington Post's “Top 100 Most Social Customer Service Pros on Twitter," Tenfold's “Top 40 Customer Success Influencers,” one of “The Top 5 Women Customer Experience Influencers” by CloudCherry, and her TEDx talk about micromoments, those small and often overlooked moments in the customer journey that matter, is one of Customer Thermometer's “Best TED Talks on Customer Retention Ideas.”Since 2014, Jeannie and her co-host Adam Toporek have been attacking today's biggest Customer Experience problems on the Crack the Customer Code podcast, which is one of CallMiner's “50 Must-Listen Podcasts on Customer Experience from Industry Experts and Influencers.”Jeannie is also a very active writer and blogger, and you can find her work on Social Media Today, Retail Customer Experience, CallidusCloud CX, Customer Think, and in Pearson college textbooks.She's passionate about making the everyday interactions we all have as customers better and writes, speaks, studies and trains on customer experience issues around the world. Her mission is “To Create Fewer Ruined Days for Customers™.”Jeannie lives with her husband, two growing boys, and a somewhat spoiled dog. She spends her free time cheering at youth sports events and choir concerts and spoiling the dog.Visit Experience Investigators Crack the Customer Code PodcastVia Experience Investigators on LinkedIn Humans are emotional, messy, brilliant, irrational, and constantly evolving. And they're your customers. Our proprietary Customer Experience Investigation™ process serves mid-market and larger companies to bring back emotional feedback from customers and employees, evaluate the in and outs of the customer journey, and what your customers get ticked off about and expect from you. Customer expectations (and how to exceed them) are harder to figure Thanks for listening, commenting, liking, sharing, and adding Growing Social Now to your podcast playlist!!Cheers to your success,Barbara RozgonyiFounder, CoryWest Media, Top PR Blogger, Host of Growing Social Now, International Speaker and Inspirational Storyteller, Creative Marketing Team Coach, LinkedIn Social Selling Trainer, Avid Hiker, Natural Photographer Barbara Rozgonyi on Facebook Barbara Rozgonyi on InstagramBarbara Rozgonyi on LinkedInBarbara Rozgonyi on TikTokBarbara Rozgonyi on TwitterYouTubeGrowing Social Now wiredPRworksBarbaraRozgonyi.com

​Meet Jeannie Walters, writer, speaker, and CEO of Experience Investigators to understand your customer's journey, develop a CX strategy that delights, and learn how to drive action with results through customer journey mapping.

In our 60th PGA of Canada podcast, PGA Head Professional Kate Weir is joined by Ted Talk speaker and CEO/Founder of Experience Investigators™ by 360Connext, Jeannie Walters. Kate and Jeannie expand on Jeannie's keynote presentation at the 2021 Tee Talks Live Digital Series and will uncover topics like how you can resolve your club or facilities micro moments, taking a proactive approach to build trust with your customers, supporting your seasonal employees at golf courses to live your customer promise, how to handle reviews on your club or facility, and so much more. As part of this podcast, sign up for free downloadable tools to help create a CX Mission and more at YearOfCX.com by visiting www.experienceinvestigators.com.

Sophie Hedestad is interviewing Jeannie Walters about Customer Experience (CX) and how to build a customer centric organisation. For more than 20 years, Jeannie Walters has been dedicated to creating meaningful moments and real results. As the Founder and Chief Experience Officer of Experience Investigators, Jeannie has helped organizations -- from small businesses to Fortune 500s like Verizon and Allstate -- create fewer ruined days for customers. She is a TEDx speaker, a founding member of CXPA, co-host of the top-rated Crack the Customer Code podcast, and a four-time Linkedin Learning instructor whose courses have been watched by more than 200,000 online learners. Links to Linkedin Learning courses: Jeannie's instructor page: https://bit.ly/jeannie-lil  Creating a Positive Customer Experience: http://bit.ly/lilpositivecx  Customer Experience: Journey Mapping: http://bit.ly/liljourneymap  Customer Service Blueprinting: http://bit.ly/lilblueprint  Journey Mapping: Case Study in Action: http://bit.ly/lilcasestudy    Links to Year of CX resources: Overview: YearofCX.com CX Success Statement Workbook: https://bit.ly/cx-success-workbook  CX Mission Statement Workbook: https://bit.ly/cx-mission-workbook  SMIRC Goals Checklist: https://bit.ly/smirc-checklist  Employee Journey Mapping Template: https://bit.ly/ejmtemplate  Customer Journey Storyboarding Template: https://bit.ly/journey-storyboard 

We had the pleasure of having Founder and Chief Experience Officer of Experience Investigators, Diane Magers on the show to share her incredible years of wisdom with us.   I really enjoyed our conversation which included Diane revealing something few people know about her past that had a huge impact on her approach to life.   We covered so many topics, including:   - Her journey from clinical psychology into Marketing and CX and what she learned along the way.   -What it was like to be part of the early CX revolution alongside the Great Matriarchs of WICX.    -Diane's theory on ‘The swimming pool moments' of life. Hers and how it effected her.   - The importance of keep giving back to the CX community.   -Diane's views on how CX evolved and where we are heading as a discipline.    -What it was like being the CEO of the CXPA.   -Her top pieces of advice for budding CX professionals to build their skills.   One of the most poignant moments was when Diane talked about the time she spent as a Clinical Psychologist taking care of people's mental heath at the end of their lives.   She got to talk to hundreds of people at this stage  and listened to them talk about what they 'wished' they had done differently.   "Nobody ever wished they had spent more time at work" She said. Which serves as a reminder for all of us to get busy with the 'Business of living'   We hope you enjoy the show!   See ya'll next time!   Read more and subscribe to our channels:   Sign up https://bit.ly/2ZDYCcB Youtube  https://bit.ly/3jdBU2w  LinkedIn https://bit.ly/3a0cDVx Instagram https://bit.ly/30Aq0bM Spotify https://spoti.fi/33AIx9F Show notes  https://bit.ly/2ZBcILF Twitter https://bit.ly/3fzxLD2   

Humans or technology? When we're talking about customer experience, and what makes a fantastic customer experience, the question is always asked, “Do we place more emphasis on technology or humanity?” Meaning, do we invest more in AI and automation, or do we rely on the people to give that human touch? What if the answer is both? What if it's not an either/or, but a both/and? What if, in order to build an AI tool that is truly representative of the customer base, you have to have a broad representation of actual humans? A group that looks like your customers? On this episode of Conversations that Matter, we sit down with Jeannie Walters, CEO & Chief Customer Experience Investigator at Experience Investigators, for a conversation all about: What brands have to understand about customer experience to set themselves apart Being a part of the team that delivered the first online insurance quote in history Breaking down silos in order to deliver a winning strategy Measuring the effectiveness of remote working

In 2015, Forrester's customer experience practice stated, "Customer experience drives revenue when customer loyalty drives revenue." A great customer experience creates loyal customers that stay with you longer, buy more often, and recommend you to others. Businesses who want to survive now and beyond COVID need to deliver a stellar customer experience. Jeannie Walters, founder and Chief Investigator of Experience Investigators, shares why amidst changing customer behavior caused by the pandemic, businesses may need to rethink how they deliver their customer experience and where to start. Find this episode insightful? Subscribe, rate, and share this podcast so we can produce more. Follow Adam @adamhelweh or visit www.secretsushi.com. | Music by mogillaguerrilla@gmail.com IG: @mogilla_guerrilla_beatz --- Send in a voice message: https://anchor.fm/marketingintheraw/message

https://www.engati.com/ Engati is the world's leading no-code, multi-lingual chatbot platform. https://open.spotify.com/episode/6FRy6BPK1jIKADIOBWiCNg Blog link: https://blog.engati.com/ | Subscribe now. Jeannie Walters, CEO & Chief Customer Experience Investigator of Experience Investigators by 360Connext talks about Micro-Moments that Matter on Engati CX. She says Technology is exciting, on a scale we'll be able to serve and Ai and chatbots can answer correctly, at the right place, and at the right time. If you like the video, please subscribe to the channel, so we could keep producing more content like this! Follow us on Facebook: http://s.engati.com/157 LinkedIn: http://s.engati.com/158 Twitter: http://s.engati.com/156 Instagram: https://www.instagram.com/getengati/ https://www.engati.com/blog/whitelabel-chatbot #JeannieWalters #Micro-momentsThatMatter #EngatiCX