ABOUT THIS PODCAST 🔗
Experience Is Everything: The CX Podcast with Jeannie Walters is where customer experience leaders get real strategy for building what comes next, not just managing what already happened. It explores what it actually takes to build proactive customer experience: the mindset that shapes how your team sees every interaction, the strategy that turns that mindset into a plan, and the discipline that makes it stick day after day. Hosted by Jeannie Walters, CCXP, CSP, and author of the USA Today bestseller Experience Is Everything, each episode gives CX leaders real answers they can put to work immediately.
Hosts:
Update frequency:
weekly
Average audio length:
16 minutes
Guest interviews
Has sponsors
English
United States
187 episodes
since Dec. 8, 2022
episodic
LATEST EPISODE 🔗
The fastest way to derail a digital experience is to treat change like a broadcast instead of a collaboration. We sit down for a CX Pulse Check with Gloria Gupta, Senior Director of Customer Experience at the American Medical Association, to talk about what’s really happening on the ground in custo…
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Search past episodes of Experience Is Everything: The CX Podcast with Jeannie Walters.
PREVIOUS EPISODES 🔗
Your AI just answered a customer. Now ask the uncomfortable question: do they trust it, and do they trust you more or less because of it? We dig into why trust is becoming the defining customer experience metric as automation spreads across chat, contact centers, and self-service. The data is sober…
CX budgets only grew about 2% this year, yet AI spending inside those same budgets jumped 38%. That math forces a hard question: if the total pool barely changes, where does the new AI money come from? We walk through why the “somewhere” is often customer service headcount, and why that shortcut ca…
$3 trillion in global sales is at risk because of poor customer experience. That number is big enough to change how we think about CX budgeting, because it turns “experience” into a measurable revenue and trust problem. I walk through where leaders should invest now, what trends actually matter, an…
Your customer experience metrics might be accurate and still fail to move the people who control budget, headcount, and priorities. We’re tackling the uncomfortable truth: when CX leaders lead with NPS, journey maps, sentiment analysis, or dashboard reporting, executives often hear “interesting CX …
Should your CX mission statement stay behind the curtain or belong in the hands of the people who actually deliver your customer experience? We tackle a sharp listener question: in a B2B organization with an exclusive customer relationship, can sharing your customer experience mission statement imp…
The show has a new name, and it’s the kind of change that brings everything into focus. We’re now Experience Is Everything: The CX Podcast, because “experience” is bigger than a customer touchpoint and more demanding than a quarterly metric. It’s the thread that connects what your customers feel, w…
AI is moving fast into customer service, but customers are pushing back. With 59% saying AI agents feel frustrating, "set it and forget it" automation is not enough.
We break down the AI trust gap, why fast answers do not equal helpful outcomes, and how to hold AI agents to the same stand…
Escape rooms have a weird superpower: they make people feel confused, stressed, and slightly panicked and customers still walk out saying it was the best hour of their week. That’s not an accident. It’s a blueprint for intentional friction, where the experience is challenging enough to feel rewardi…
AI is forcing every customer experience leader to choose: chase efficiency at any cost, or scale service without losing the human heart. Jeannie Walters sits down with Vincent Davis, Chief Customer Officer and SVP of Customer Experience at PG&E, to unpack what it takes to build empathy, account…
Disclaimer: The podcast and artwork embedded on this page are from Jeannie Walters, CCXP, CSP, which is the property of its owner and not affiliated with or endorsed by Listen Notes, Inc.
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