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...
All content for Experience Action is the property of Jeannie Walters, CCXP and is served directly from their servers
with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.
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...
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...
Experience Action
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...
