Hosted by Jeannie Walters, CCXP · 🇺🇸 US · EN-US · 172 episodes
Established thought leaders with verified media credentials.
How do we do this customer experience thing anyway? Join award-winning customer experience (CX) expert Jeannie Walters as she answers real questions from overwhelmed leaders! Let's turn ideas into ACTION! From company culture to employee experience (EX) to customer service, Jeannie wants to help you demystify the process for enriching the customer experience. With over 20 years investigating the best and worst in CX, this international keynote speaker has heard it all... and now she's here to give you the answers you need! You won't want to miss an episode! Do you have a question? Visit askjeannie.vip to leave Jeannie a voicemail!
Jeannie Walters, CCXP hosts Experience Action, a business show with 172 episodes published.
AI is moving fast, but customer trust is moving the other way and that should make every customer experience leader pause. We’ve all seen the rush to deploy chatbots, automate support, and squeeze more efficiency out of
AI agents are already shopping, comparing, booking, and contacting support for the customers we’ve spent decades trying to understand. That means customer experience is no longer judged only by what a person feels in the
If you’ve ever shouted “just let me talk to a person” at a chatbot, this one’s for you. Jeannie Walters is joined by special cohost Brandon McGovern, Senior Director of Customer Experience at HP, to pressure-test the big
Momentum is the thing every CX leader wants and almost nobody hands you. When you’re staring at a 12-month roadmap but drowning in daily requests, it’s easy to feel like you’re working nonstop while nothing actually chan
If your CX work keeps getting reduced to dashboards, survey scores, and “please fix this one issue,” it’s time to change how you lead. We respond to a listener who’s using Experience Is Everything with their team and wan
Burnout doesn’t come from “not being able to handle it.” It happens when CX work becomes an endless stream of urgent requests with no clear priorities. In this episode, we unpack why customer experience leaders burn out
What does customer centricity really look like in fast-growing emerging markets? In this episode, we answer a listener question from a fintech support professional in the Gambia navigating rapid growth, limited resources
AI is loud right now, but the real question is quieter: how do we use it to create a better customer experience without losing the human at the center? From the floor of CXPA CX Leaders Advance, Jeannie Walters grabbed a
Personalization at scale gets pitched like a switch you flip, but the reality is messier and way more human. From Adobe Summit, Jeannie Walters' sits down with IBM leaders to unpack what it takes to deliver customer expe
Customer experience can feel complicated fast, especially when you’re working across completely different industries. In this episode, we answer a listener question about navigating CX in both insurance and luxury retail
Customer experience isn’t failing because people don’t care, it fails because teams confuse slogans with systems. Jeannie Walters is joined by Larissa Salazar from Brand Builders Group for a special CX Pulse Check to cel
Are you drowning in feedback and still struggling for progress? In this bonus episode, we're bringing you more conversations from the Qualtrics X4 Summit 2026 in Seattle. These conversations tackle the same problem from
AI is moving fast, but most customer experience programs still get stuck in the same place: teams chase tools, dashboards, and “shiny” promises while the real work and the real problem stay fuzzy. We wanted a grounded co
Some of the biggest CX breakthroughs don’t come from bigger budgets, they come from sharper thinking about trust, value, and what people actually feel in the moment. We’re sharing a special Women’s History Month collecti
A lot of companies say they “listen to the customer” and they do. They survey, they track NPS, they build dashboards, they share reports. But then nothing changes. Today we respond to a sharp question from a listener abo
Customer experience doesn’t fall apart because people don’t care. It falls apart because the work stays fragmented, the fixes don’t connect across the customer journey, and teams end up stuck in a reactive loop of compla
When AI can move faster than your team ever could, the real question isn’t “What can we automate?” It’s “What should represent us?” In this CX Pulse Check episode, Jeannie Walters sits down with Deborah Reuben, CEO of To
You don’t need a big title to drive meaningful customer experience change. This episode shows how real CX leadership starts in the middle by turning customer friction into business outcomes executives can’t ignore. We br
The most practical CX breakthroughs are happening in day-to-day choices by leaders who meet their organizations where they are. From the Medallia Experience 2026 conference in Las Vegas, we pull together no-fluff lessons
Stressed arrivals, missed promises, and long check-in lines aren’t surprises. They’re predictable flashpoints in hospitality. In this episode, we answer a listener’s question about training frontline teams for high-emoti
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Experience Action is hosted by Jeannie Walters, CCXP. The show is categorised under business (marketing) and has published 172 episodes.
Experience Action has published 172 episodes.
Experience Action regularly covers business, marketing, management. It sits in the business category, with a marketing focus.
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