Jeannie Walters
CEO Experience Investigators
14th Oct 2021
How to run successful customer experience team meetings
Cross-functional leadership is a key factor in leading any customer experience programme. This often means creating a team of leaders who...
Engagement
20th Aug 2021
Do you have the right culture for customer experience success?
There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand is an...
Loyalty
9th Jul 2021
The most important things to do before, during and after customer interviews
Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programmes. They boast about how often they...
Voice of the Customer
4th Jun 2021
What would you say if asked "Is customer experience worth it?"
"Is customer experience worth it?" This is a question I get all the time. C-level leaders want to know if customer experience (CX) is worth...
Engagement
16th Apr 2021
Reboot your customer research with these tried and tested methods
When you hear the term customer research , what comes to mind? Most organisations have a Voice of the Customer (or VoC) programme - maybe...
Data
4th Mar 2021
Mind your mouth: It's time to change how we talk about CX
Customer experience is not a fad or a trend or a buzzy phrase. And yet, organisations often treat it like it is. They hang a banner, then...
Engagement
20th Nov 2020
Does CX management really matter in manufacturing and other B2B sectors?
“I know customer experience is Important, but…” When I speak to groups or host our weekly webinar series , I hear one thing over and over...
Loyalty
17th Sep 2020
Why is a CX success statement so important - and how do you draft one?
What does CX success look like in your organisation? “Our top CX goal is to create an all-around customer experience.” Sure, this sounds...
Engagement
16th Jul 2020
Seven ways to turn customer and employee empathy into action
What do you think of when you hear the word empathy? How about customer empathy? Employee empathy? We know that the best brands in the...
Engagement
18th Jun 2020
What are the most common objections to new CX initiatives - and how can you counter them?
Getting decision-makers to approve new customer experience initiatives has rarely been easy. Customer experience, a business discipline...
Engagement