Blog & Resources

Jeannie Walters

CX Mission Moments: 3 Ways to Turn Words into Actions

There are few things more powerful than a well-crafted Customer Experience Mission Statement. After all, a mission drives everything else. A Customer Experience Mission Statement defines how you as an organization show up for your customers, no matter what. It's ...

Experiential Innovation: Design Your Customer Experience Future

Is Your CX Program Looking Toward the Future? Customer experience leaders spend a lot of time looking at what's happened. Customer experience reports are filled with discoveries. Customer feedback provides insights and real-life quotes from customers. Operational data shows leaders ...

CX Questions & Answers from the Experience Investigators Community

Have you joined one of our live sessions yet? They're free and give us a chance to connect live to talk about topics that matter to you and answer your questions directly. Not long ago, we did a presentation about ...

Customer Experience: 9 Ways to Take Action

If you've attended any of my live sessions or read earlier articles, you may know that I believe there are three important facets to any customer experience program: Mindset Strategy Business Discipline If you're just reading about this idea for ...

How Storytelling Can Super-Power CX

Are you measuring, or just calculating? We've all been there. We've watched as a presenter, equipped with incredible data and very good intentions, points to numbers on a screen or in a document. You see the numbers. You might even ...

The 3 Facets of Customer Experience

Leaders come to me with similar challenges again and again when it comes to customer experience. They are often assigned a CX leadership role without much more than a vague job description and audacious goals like "move the needle" on ...

Cross-Functional CX: How to Make Customer Experience Work Across your Organization

Is your team an “organization within an organization?” I recently had an eye-opening conversation with someone whose company was struggling to gain traction in customer experience. When describing their setup, she referred to her team as “an organization within the ...

5 Things Great CEOs Understand About Customer Experience

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? If this describes your organization, I ...

CX Education for Employees: Why it Matters & How to Develop Your Program

Why does Customer Experience Training Matter? It's common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even 'just being nice to customers.' CX is much more than these, though. I like to define Customer Experience ...

Your 2022 Customer Experience Plan: Strategies, Videos, & Resources

Imagine yourself a year from today. Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. How did this happen? ...

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