When surveys fall flat, the real story still lives in customer conversations, behaviors, and signals. In this episode, we explore how to move from survey programs to real feedback strategies—ones that capture those signals, connect them to outcomes, and drive action leaders can feel. You’ll hear how to combine quick, purposeful interviews, observational studies, and analytics for a full picture of what customers think, feel, and do. We also unpack where AI fits in—how NLP, speech analytics, a...
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When surveys fall flat, the real story still lives in customer conversations, behaviors, and signals. In this episode, we explore how to move from survey programs to real feedback strategies—ones that capture those signals, connect them to outcomes, and drive action leaders can feel. You’ll hear how to combine quick, purposeful interviews, observational studies, and analytics for a full picture of what customers think, feel, and do. We also unpack where AI fits in—how NLP, speech analytics, a...
When surveys fall flat, the real story still lives in customer conversations, behaviors, and signals. In this episode, we explore how to move from survey programs to real feedback strategies—ones that capture those signals, connect them to outcomes, and drive action leaders can feel. You’ll hear how to combine quick, purposeful interviews, observational studies, and analytics for a full picture of what customers think, feel, and do. We also unpack where AI fits in—how NLP, speech analytics, a...
Want customers to talk about your brand without being asked? In this CX Pulse Check, we bring on Brooke Sellas, founder of B Squared Media and a leader in social customer care, to unpack how emotion—not content volume—creates durable connection, retention, and revenue. Together we push past vanity metrics and dig into signals that actually matter: the unsolicited thank-yous, the screenshots, the stitches, and the small moments of care customers can’t help but share. Our conversation moves fr...
Personalization in B2B shouldn’t feel invasive—it should feel helpful, timely, and trustworthy. In this episode, we share a practical framework for getting personal the right way: focus on professional goals, public signals, and clear boundaries. Skip the birthday messages and small talk; instead, pay attention to milestones that matter—team expansions, product launches, and regulatory shifts that shape your clients’ priorities. We dive into tactics for adding warmth to cold communications, ...
In this episode, we explore one of the toughest CX challenges: balancing company policies with the flexibility needed to deliver exceptional experiences. Policies should guide and protect, not block great service. We share how to design rules that empower teams, use exceptions as insights for improvement, and align every decision with your customer experience mission. Plus, we discuss how rethinking outdated policies — like libraries eliminating overdue fines — can strengthen trust and deepen...
Why do leaders hesitate to green-light customer interviews even when everyone agrees they matter? In this episode, we share a fast path to buy-in: lead with business outcomes, start with a small pilot, and turn qualitative insights into measurable ROI. Instead of pitching interviews as an activity, we frame them as a strategic move to reduce churn, fix onboarding friction, and prioritize work that grows loyalty and revenue. Most importantly, we show how to speak leadership’s language — tying ...
Customers don’t just want answers. They want action! That’s why agentic AI, the kind that doesn’t just recommend but actually does the work, is reshaping how teams analyze experiences, resolve issues, and connect systems. In this CX Pulse Check, Jeannie talks with Medallia’s Chief Strategy Officer, Sid Banerjee, about today’s clearest CX use cases and the pitfalls leaders should avoid as agentic AI adoption accelerates across industries like banking, healthcare, retail, and hospitality. We ...
Complacency can creep into even the strongest B2B partnerships. This episode shares practical ways to keep long-term relationships fresh, valuable, and resilient—without changing your core product. From proactive reviews and co-created thought leadership to milestone moments and small human gestures, you’ll learn how to spark momentum your clients can feel and measure. We also explore a “Disruptor Day” exercise to out-innovate yourself, reduce friction, and design micro-surprises that remind ...
Where do you start with customer experience strategy? As a CX leader, you’ve probably faced the overwhelming question: Where do I start? In this episode, Jeannie Walters explores this challenge and shares how to find clarity when building a customer experience strategy. Drawing from real conversations with CX leaders, Jeannie introduces the CXI Navigator Framework, which highlights four essential parts of an effective strategy: Intentional Success – Defining what success really looks like.C...
Navigating today’s uncertain business landscape means balancing what’s behind us with what’s ahead. In this episode, we explore how CX leaders can use leading indicators to predict satisfaction while relying on lagging metrics to evaluate performance. Rather than collecting more data, it’s about collecting the right data—spotting early signals in engagement patterns, service inquiries, and employee feedback before they show up in CSAT or NPS. We also look beyond internal data to market trends...
What does luxury really mean in today's experience economy? The answer might surprise you. Joining us on this eye-opening CX Pulse Check episode is luxury experience expert Neen James, who shares groundbreaking research revealing that luxury isn't about price tags—it's a mindset with four distinct profiles. Yet regardless of which luxury mindset we embody, we all agree on five essential characteristics: high quality, long-lasting, authentic, unique, and indulgent. "You don't have to have a ...
Are you planning with a small p or a capital P? This question frames a critical insight for customer experience professionals: the difference between creating lists of activities versus developing strategic initiatives that drive meaningful business outcomes. Many CX leaders fall into the trap of confusing tactics with impact. They focus on implementing surveys, dashboards, and journey maps without clearly connecting these tools to broader organizational objectives. When customer experience ...
What does it really mean to make business easier for your customers? In this engaging exploration of practical customer experience strategies for small business owners, Jeannie Walters responds to Joe, a construction company owner wondering how to create smoother customer interactions. The journey begins with communication fundamentals—clear, proactive updates that eliminate the need for customers to chase down information. For specialized industries like construction, where clients may be n...
Why do customer experience professionals still struggle to get buy-in from leadership—even in small organizations where alignment should be easier? This question from a listener in the UK captures a universal frustration faced by CX champions worldwide. The challenge isn't about company size or industry. Whether in healthcare, education, or corporate settings, the fundamental issue is the same: creating a cultural shift in how organizations perceive customer experience. Many leaders still vie...
The delicate balance between business efficiency and customer needs sits at the heart of successful process improvement. When organizations focus solely on internal metrics like cost savings and scalability without considering the customer perspective, they risk creating short-term wins that ultimately damage loyalty and undermine long-term success. This deep dive into customer-centric process improvement reveals how to maintain customer visibility even when making internal operational change...
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 c...
Customer experience pros often face a common challenge: robust metrics like NPS or CSAT fall flat outside the CX team. Why? Because other departments don't see how those numbers connect to their goals. This episode explores how to bridge that gap by translating CX data into the language of IT, Operations, and Finance. It's not about dumbing down the data. It's about building context. When CX metrics highlight inefficiencies or opportunities for cross-functional wins, they become powerful too...
What does it really mean to be customer-centric? Too many companies claim the title without living it. In this episode, we explore how to tell the difference between lip service and genuine customer focus. You’ll learn the key signs of authentic customer centricity—like feedback that drives real change, empowered employees who can fix problems, and consistency across every touchpoint. Jeannie explains why true customer focus requires more than good intentions. It’s about mindset, strategy, an...
Is “surprise and delight” really the secret to customer loyalty, or is reliability your real superpower? In this episode, we challenge one of CX’s biggest myths: that delight always wins. Many brands, especially in B2B, utilities, or financial services, build trust not through flashy moments but through consistent, dependable service. We explore how neglected touchpoints, like billing or scheduling, can become powerful moments of emotional connection when approached with a bit of personality ...
When half a billion customers interact with your service each year, you gain rare insight into what truly drives—or destroys—customer loyalty. In this CX Pulse Check, Jeannie welcomes Marcus Story, Corporate Director of Customer Experience and Social Customer Care at Delaware North, for a candid conversation about the state of travel and hospitality during the busy summer season. They take a hard look at American Airlines’ new customer experience advisory board—and the surprising lack of actu...
Why do so many customer experience initiatives fail to gain traction? Often, the challenge isn't the strategy itself, but how we build bridges with skeptical leaders. CX leadership requires empathy, strategy, and communication. Stepping into a CX role means asking colleagues to embrace change, which can feel like added pressure. The most successful CX leaders recognize this challenge and approach it with empathy, connecting the dots between customer satisfaction and departmental goals—whether...
When surveys fall flat, the real story still lives in customer conversations, behaviors, and signals. In this episode, we explore how to move from survey programs to real feedback strategies—ones that capture those signals, connect them to outcomes, and drive action leaders can feel. You’ll hear how to combine quick, purposeful interviews, observational studies, and analytics for a full picture of what customers think, feel, and do. We also unpack where AI fits in—how NLP, speech analytics, a...
