Best Jeannie Walters Podcasts (2025)

1
CX Pulse Check - January 2025 29:24

31m ago29:24

29:24

It's time for the first CX Pulse Check of 2025. Special guest co-host Andrew Carothers, CCXP, joins Jeannie Walters to discuss the evolving landscape of customer experience in 2025, highlighting innovative strategies by companies like AT&T and Samsung alongside challenges posed by automation, as seen in the Waymo incident. The discussion emphasizes…

1
CX Wins from 100 Episodes 12:57

4d ago12:57

12:57

Discover the secrets to transforming customer experience from a mere concept into an actionable strategy that propels business success. In our landmark 100th episode of the Experience Action Podcast, I'm thrilled to share the pivotal elements of mindset, strategy, and discipline that can significantly enhance your organization’s customer journey. T…

1
5 Year-End Reflection Questions 13:34

1M ago13:34

13:34

What if you could transform your customer experience strategy to drive tangible business results, like increased revenue and reduced expenses? In this milestone 99th episode of the Experience Action Podcast, we wrap up the year by reflecting on the successes and lessons learned in customer experience. Together, we'll explore five critical questions…

1
What big questions should CX leaders ask to improve customer outcomes? 20:13

1M ago20:13

20:13

On this episode, our expert guests from past episodes each share one big question that customer experience leaders need to ask themselves to deliver better customer outcomes — and explore practical ways to find the answers. We’ve revisited some of our most impactful topics and compiled eight of the best questions that you, a CX leader, need to ask …

1
Misaligned Customer Expectations 11:14

1M ago11:14

11:14

What if you could transform customer dissatisfaction into a golden opportunity for building trust and loyalty? Join me, Jeannie Walters, on this episode of the Experience Action Podcast, where we explore the art of managing customer expectations and strategies for when reality doesn't quite meet those expectations. We'll discuss how acknowledging a…

1
CX Pulse Check - December 2024 32:19

2M ago32:19

32:19

It's the last CX Pulse Check of 2024! Discover how AI is reshaping the marketing landscape alongside our special guest co-host Andy Crestodina. First, we unravel the secrets behind Taco Bell and KFC's AI-driven marketing success, which not only boosts sales but also enhances personalized communication. However, the episode also offers a reality che…

1
How can brands turn customer success into their second growth engine? (feat. Daphne Costa Lopes of HubSpot) 30:51

2M ago30:51

30:51

On this episode, we discuss how B2B brands can turn customer success into a powerful engine for sustainable growth. While new customer acquisition acts as the primary growth driver for most B2B brands, the potential for customer success to contribute to growth should not be overlooked. Customer success teams play a critical role in reducing churn a…

1
Mission and Vision in CX Strategy 13:28

2M ago13:28

13:28

If you have an organizational mission statement, do you need an organizational vision statement? What about a customer experience mission statement or a customer experience strategy statement? Craft a customer experience (CX) mission that truly aligns with your organization's vision and mission and puts a focus on the customer! In this episode, Jea…

1
Turning Negative Feedback Into Actionable Insights 13:27

2M ago13:27

13:27

What if you could turn every customer complaint into a stepping stone for innovation? In this episode, we explore the untapped potential of negative feedback to revolutionize your business. Discover how reframing customer complaints can enhance relationships and uncover opportunities for growth. We'll explore some strategies to categorize and analy…

1
CX Pulse Check - November 2024 38:37

3M ago38:37

38:37

Tune in to this CX Pulse Check as we uncover the vital role of communication in driving customer experience transformation. Tamsen Webster, founder of the Message Design Institute, sits down with Jeannie Walters to reveal how communication missteps often hinder change, drawing insights from Tamsen’s latest book. Through examples across industries, …

1
How can leaders win and optimize investment in CX? (feat. Jeannie Walters, Mark Raffan and Alain Méric) 36:08

3M ago36:08

36:08

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% antici…

1
Break Down The Silos - or Not? 12:13

3M ago12:13

12:13

Breaking down silos while maintaining specialization isn't just a buzzword—it's a necessity for a seamless customer experience. But how can companies, especially within tightly regulated industries like financial services, balance the need for specific expertise with the demand for a unified customer journey? In this episode, an insightful listener…

1
Get B2B Partners Aligned with CX 9:00

3M ago9:00

9:00

What if aligning your vision with your retail partners could transform your B2B customer experience strategy? In this episode of Experience Action Podcast, we explore how B2B suppliers can effectively engage retail partner staff to ensure a seamless customer experience that resonates with everyone involved. Through transparent communication and tar…

1
Prioritize the Right Things 17:05

3M ago17:05

17:05

Ever felt like you're juggling too many priorities and not making the impact you desire? Discover how small teams can master the art of prioritizing impact within the customer experience realm. In this episode, Jeannie Walters guides you through strategies to define clear organizational outcomes and align your efforts with those critical goals. By …

1
CX Pulse Check - October 2024 31:59

4M ago31:59

31:59

This is your October CX Pulse Check. Once a month, we check in to find out what's happening in the world of customer experience and discuss ideas and insights customer experience leaders can learn from. In this episode, Jeannie Walters is joined by special co-host Rohit Bhargava, Founder & Chief Trend Curator at Non-Obvious Company. We dissect the …

1
Small Business CX Advantages 12:23

4M ago12:23

12:23

Ever wondered how small businesses can outshine their larger counterparts in customer experience? Hear how journey mapping can transform every touchpoint and why eliminating barriers is crucial to delivering a seamless customer experience. Real-life success stories from companies like Zappos and a local pharmacy illustrate the power of proactive cu…

1
How can you maintain customer affinity while rebranding? (feat. Billie Loewen and David Soberman) 33:13

4M ago33:13

33:13

On this episode, we explore the connection between brand and customer experience — and how to maintain positive customer sentiment while undergoing a rebrand. An effective rebranding strategy can serve to reposition a company, product or service to better align with customer expectations. But it’s not a given; to retain existing customers and attra…

1
Insights from Overwhelming Data 11:39

4M ago11:39

11:39

What if your customer data could be the key to transforming your business? Join Jeannie Walters as we explore ways to turn overwhelming data into actionable insights. This episode starts with examining your approach to customer data, setting clear objectives like improving customer retention to make your data analysis meaningful and targeted. We ta…

1
First 100 Days as a CX Leader 15:12

4M ago15:12

15:12

Do you want to make a lasting impact in your first 100 days as a customer experience leader? Discover how to navigate your new role effectively with actionable insights from Jeannie Walters in this episode of the Experience Action Podcast. Hear strategies to help you understand your organization's unique CX landscape, from identifying quick wins to…

1
CX Pulse Check - September 2024 27:02

5M ago27:02

27:02

This is your September CX Pulse Check. Once a month, we check in with news and current events to find out what's happening in the world of customer experience and discuss ideas and insights that we can learn from as CX leaders. Ever wondered how a company with a loyal customer base could fumble a major app redesign? Get ready to discover the profou…

1
Synergy with CX, EX, UX 17:08

5M ago17:08

17:08

Ever wondered how the intricacies of customer, employee, and user experiences are woven together to create a seamless shopping journey? On this episode of Experience Action, we unpack the delicate balance between CX, EX, and UX, demonstrating how each element influences the other and ultimately shapes your brand's success. We'll dive into the essen…

1
Countdown to CX Day 12:26

5M ago12:26

12:26

How can you celebrate CX Day on a limited budget and with a small team? Tune in to hear some ideas for acknowledging your organization's unsung heroes and making this special day truly meaningful. Join Jeannie Walters as she shares innovative and heartfelt ways to celebrate the outstanding work of customer experience professionals, from promoting t…

1
What does customer loyalty look like in the age of AI? (feat. Shep Hyken and Colin Shaw) 33:16

5M ago33:16

33:16

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we ask big questions about how customer loyalty is formed — and how AI can be leveraged to build stronger connections with customers. According to TechSee, a visual customer experience solutions provider and technology partner of TELUS Digital, more than one in …

1
Turning Negative Touchpoints into Positive Ones 12:12

5M ago12:12

12:12

Can sending an invoice actually enhance your customer relationship? Hear how to transform routine tasks into positive touchpoints and memorable experiences. In this episode, Jeannie Walters tackles the often-overlooked touchpoints like invoicing, providing three actionable strategies to infuse positivity and alignment with your brand's promise into…

1
So Many Improvements! Where to Start? 12:21

6M ago12:21

12:21

How do you prioritize customer experience improvements in a way that truly makes an impact? Discover the answer as an insightful question from Allison Shapira (www.linkedin.com/in/allisonshapira/) sets the stage for an engaging exploration into aligning customer experience enhancements with your organization's core goals. By mapping out the custome…

1
CX Pulse Check - August 2024 28:15

6M ago28:15

28:15

Ready for another CX Pulse Check? Special Co-host David Avrin joins Jeannie Walters on Experience Action to highlight current events and innovations in customer experience (CX) and discuss their impact for CX leaders. What would our world look like if businesses prioritized protecting their service workers from abusive customers? First, we navigate…

1
How can you act as a customer experience change agent in your organization? (feat. Blake Morgan and Lori Branton) 29:53

6M ago29:53

29:53

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we explore customer-focused leadership — and the steps CX leaders can take to cultivate and champion a customer-centric culture in their organizations. Customer centricity goes beyond providing good customer service, relying on company leadership to consider eve…

1
Getting Leaders to CARE about CX 20:54

6M ago20:54

20:54

Want to turn your organization into a customer experience powerhouse? Join us on Experience Action as we unpack the secrets to making CX a top priority. Jeannie Walters shares her expert strategies, helping CX change agents like Sue to get their leadership teams genuinely invested in delivering exceptional customer experiences. From crafting a comp…

1
Customer Service or Customer Experience 18:50

6M ago18:50

18:50

Can understanding the difference between customer experience and customer service revolutionize your business strategy? Join me, Jeannie Walters, as we unpack this game-changing distinction and explore why it's so important to have both represented in your organizations in powerful ways. Every single business leader should absolutely care about cus…

1
AI in the Employee Experience 20:21

6M ago20:21

20:21

Ever wondered how artificial intelligence could reshape the way we work? Join us for an exciting conversation as Jeannie Walters answers a question from former Crack the Customer Code podcast partner and current friend Adam Toporek about the transformative power of AI on the employee experience. Gain insights into how AI can boost efficiency, sharp…

1
CX Pulse Check - July 2024 28:38

7M ago28:38

28:38

We unravel how customer success principles are reshaping B2B industries on this CX Pulse Check edition of the Experience Action Podcast with Jeannie Walters and special co-host David Sakamoto. Dive into the fascinating world of AI in the fashion industry, where artificial intelligence is transforming design, marketing, and personalization. We'll il…

1
How can brands design and deliver seamless customer experiences? (feat. David Avrin and Jim Mitchell) 30:59

7M ago30:59

30:59

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we discuss the importance of reducing customer effort — and the steps brands can take to design and deliver seamless customer experiences. Today, customers demand speed and efficiency. It is up to brands to rise to that challenge. Research from HubSpot indicates…

1
Cybersecurity and CX 23:45

7M ago23:45

23:45

Can transparency and authenticity safeguard your customer relationships during a cybersecurity crisis? In this episode, Jeannie Walters shares vital insights into managing customer experience amid significant cybersecurity incidents. We'll explore the necessity of open, honest communication and how to maintain customer trust even when service disru…

1
Management or CX Consulting? 10:11

7M ago10:11

10:11

Why do so many businesses fail to connect their overall strategy with the customer experience they provide? Hear some key differences and intersections between customer experience consulting and management or strategy consulting in this eye-opening episode. Your host, Jeannie Walters, will break down how management consulting often zeroes in on bro…

1
Cross-Functional Communication 15:24

8M ago15:24

15:24

Let's transform customer experience strategies into impactful actions. Have you ever wondered how effective communication could revolutionize your organization's CX initiatives? In this episode, we'll dissect the critical role of clear communication and the importance of promoting and motivating these initiatives throughout your company. Hear how t…

1
CX Pulse Check - June 2024 23:30

8M ago23:30

23:30

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 …

1
How can brands deliver experiences that create loyal customer advocates? (feat. Jay Baer, Brittany Hodak and Rajiv Dhand) 43:04

8M ago43:04

43:04

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we discuss a longstanding focus for customer experience (CX) leaders — loyalty — and the role of CX delivery in creating customer advocates and word of mouth. According to Nielsen, 88% of consumers trust recommendations from friends and family over all other for…

1
Setting Clear and Actionable Customer Experience Goals 16:22

8M ago16:22

16:22

Are your customer experience goals too vague or reactive? Uncover the secrets to setting clear, actionable, and measurable CX goals in our latest episode of Experience Action. Join me, Jeannie Walters, as we dissect the common pitfalls in CX goal-setting and learn how to transform feedback into insights that directly support your business objective…

1
Sharing Feedback with Everyone 15:41

8M ago15:41

15:41

Embark on a journey with me, Jeannie Walters, as we tackle the challenge of sharing negative customer feedback without sending your team running for the hills. You'll come away with a toolkit of strategies to not only deliver this feedback constructively but also to turn it into a catalyst for change and improvement across your company. This week's…

1
Gaining Frontline Buy-In 9:29

9M ago9:29

9:29

Unlock the secret to ensuring your customer-facing employees are as invested in your customer experience vision as you are! As your trusted guide, Jeannie Walters is delving into the critical strategies you need to align your frontline team with the customer experience goals that your C-suite has already embraced. We'll dissect the challenges, pinp…

1
CX Pulse Check - April/May 2024 7:24

9M ago7:24

7:24

Discover the future of customer experience as we tap into the wisdom of industry leaders who are redefining the landscape. In this CX Pulse Check, Jeannie Walters asked CX leaders at CXPA CX Leaders Advance and Qualtrics X4: The Experience Management Summit what we should have our finger on the pulse of when it comes to customer experience today. W…

1
Elevating the Event Venue Experience 12:23

9M ago12:23

12:23

As the lights dim and the curtains part, understanding the intricate ballet of customer experience (CX) takes center stage. Let's embark on an insightful exploration of CX in the live entertainment industry. In this episode, we tackle the challenge of crafting those electrifying moments that leave audiences craving more and performers feeling right…

1
What is the Frank And Oak secret for adapting to changing customer preferences? 21:19

9M ago21:19

21:19

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we explore how eco-friendly apparel brand Frank And Oak evolved its business model to adapt to customer expectations — and how data, feedback and technology are used to optimize its CX strategy. Founded in 2012 as an online-only menswear retailer, Frank And Oak …

1
Strategically Addressing Low-Volume Customer Concerns 11:30

9M ago11:30

11:30

"Where should unique customer experiences fit in our prioritization of projects, and how do we show value in situations where the number of customers impacted may not be high?" Discover the paramount importance of empathy in crafting a brand's reputation and fostering unwavering customer loyalty, especially through the delicate handling of unique c…

1
Customer-Facing Employees and CX Buy-In 9:10

10M ago9:10

9:10

Unlock the full potential of your customer-facing team and watch your customer satisfaction soar! Let's transform the frontline of your business into a powerhouse for customer loyalty. On this episode of the Experience Action Podcast, we're tackling a golden question: How do we get our customer-facing employees just as invested in the customer expe…

1
Must-Haves for Successful CX Programs 15:36

10M ago15:36

15:36

Embark on a journey with Jeannie Walters as we unlock the secrets to customer experience success that transcend industries. There are aspects to managing the customer experience in an intentional and proactive way that are true no matter the size of the organization, the leadership, the industry, you name it. We're exploring the must-have elements …

1
What trends are shaping customer experiences in 2024? 27:51

10M ago27:51

27:51

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we discuss customer experience trends – and how these trends are impacting CX leaders’ priorities in 2024. Drawing on decades of experience and conversations with CX executives at some of the world’s top brands, our expert guests speak to the challenges and oppo…

1
CX Pulse Check - March 2024 25:30

10M ago25:30

25:30

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that's shaping how we interact with businesses today. Prepare to have your perspective radically shifted as we examine a bank's strategy to merge in-person banking with digital …

1
Balancing Policy with Personalized Experiences 12:48

10M ago12:48

12:48

Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? Fear not! As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot. In this episode, we tackle a quandary presented by a CX leader looking for ways to empower her team to navigate the tricky te…

1
When Loyalty Programs Go Wrong 16:15

11M ago16:15

16:15

Ever found yourself excited about a loyalty program only to be let down by the redemption process? You're not alone, and this episode is dedicated to unraveling the complexities of these programs that can enhance or hinder the customer experience. Jeannie Walters dissects the frustrations many face and shares insights on creating a seamless reward …

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