Experience Action

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 s...

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...

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 rethinki...

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...

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 A...

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...

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...

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 employe...

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 essen...

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 withou...

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...

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 sam...

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 imp...

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...

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...

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 expl...

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 schedulin...

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...

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 appr...

Customer experience failures often illuminate the path to real transformation. In this episode, we explore how common CX missteps—from disconnected tools and siloed teams to unused customer data—can undermine trust and stall growth. The pandemic exposed just how fragile customer loyalty can be. Brands like Peloton had to pivot quickly as expectations shifted overnight, revealing the importance of...

Are you keeping pace with what your customers really expect? Customer behaviors—where they abandon journeys, which tools they use, and how they move between channels—reveal critical, unspoken expectations. Your competition isn’t just your industry; it’s every standout experience your customers have elsewhere. AI holds powerful potential—but not as just a cost-saver. When applied strategically, it...

What happens when we recognize employees as multi-dimensional humans instead of just job titles? The results can transform both customer and employee experience in powerful ways. In this CX Pulse Check, John Garrett, author of What's Your And? , shares how companies that invest in employee experience see powerful returns—like 28% revenue growth and 50% higher sales from customer-facing teams...

There's a world of opportunity waiting for marketing professionals looking to pivot into customer experience. In this episode, we tackle a timely question from a recent graduate wondering how to leverage his marketing background to break into CX. Marketing and customer experience share significant DNA - both focus on understanding customers, building relationships, and communicating value. Th...

What truly creates an exceptional employee experience? The answer goes far beyond competitive compensation and trendy office perks. Employee and customer experiences are inextricably linked - you simply cannot separate these two crucial elements of business success. When employees feel valued, aligned with purpose, and empowered to make decisions, that positive energy naturally flows through to cu...

What happens when customer experience principles meet public service? Jeannie Walters answers a thoughtful question and explores how government agencies and public institutions can create exceptional citizen experiences despite not being driven by traditional profit motives. The conversation begins with reimagining success metrics beyond customer acquisition and retention. For public sector organi...