Experience Investigators by 360Connext

MARCH 12, 2024

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 system that delivers on its promises.

Loyalty Programs 143

Loyalty Programs Loyalty Roadmap Customer Retention 143

Experience Investigators by 360Connext

FEBRUARY 27, 2024

Discover the transformative power of AI in shaping customer experiences as Maria Villablanca, CEO of the Future Insights Network, joins us to break down the evolving relationship between supply chain management and customer satisfaction. As we navigate the era of ‘machine customers,’ we need to understand how our businesses can adapt to meet the demands of an audience that expects instant gratification.

Case Study 143

Case Study Leadership Customer Satisfaction Meeting 143

Experience Investigators by 360Connext

FEBRUARY 13, 2024

Ready to navigate the choppy waters of customer expectations? Take a seat with Jeannie Walters as we chart a course through the complex seas of customer experience management challenges. In this episode of Experience Action, we tackle the pressing issue of meeting and exceeding client expectations, even when industry woes like staff shortages and technology hiccups threaten to sink our ships.

Customer Expectations 143

Customer Expectations Customer Experience Strategy Course 143

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x higher customer lifetime value by prioritizing CX Now comes the tricky part: How can we connect day-to-day activities and specific investments to those undeniabl

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

Experience Investigators by 360Connext

JANUARY 16, 2024

Could transforming your organization into a customer-first powerhouse be the key to unlocking unprecedented growth and loyalty? On this episode of Experience Action, Jeannie Walters engages with a truly insightful listener question, exploring how to permeate a customer-first mindset throughout every leadership tier. She dissects the vital necessity for senior leadership’s committed involvement and its ripple effect on a company’s success.

Customer Experience 143

Customer Experience Leadership Course Customer Journeys 143

Experience Investigators by 360Connext

JANUARY 9, 2024

Ever wondered why negative customer feedback, as prickly as it can be, might actually be the secret weapon to your business’s success? In this episode, our host, Jeannie Walters, peels back the layers of this complex but vital aspect of customer experience management. We dive into the heart of the matter, debunking the myth that only positive feedback should get the spotlight.

Feedback 143

Feedback Customer Experience Culture Innovation 143

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. And yet, organizations often treat it like it is. They hang a banner, then ignore it. They announce it as an annual theme, then forget it by February. Or they simply talk about it without actually putting any rigor or discipline or even real goals to it. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real ch

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Experience Investigators by 360Connext

DECEMBER 12, 2023

Are you ready to end the year with gusto, and enter the next with a customer-centered game plan? This special episode will guide you through five essential actions every customer-focused leader must take to finish the year strong. Join me, Jeannie Walters, as we reflect on the highs, lows, and even the whimsical customer requests of the past year. We’ll discuss how to gather, categorize, and utilize feedback to identify areas of improvement and celebrate successes.

Customer Focused 290

Customer Focused Resources Feedback Customer Experience 290

Experience Investigators by 360Connext

DECEMBER 11, 2023

If you’re looking to stay up to date with customer experience (CX) trends, CX expert Jeannie Walters has you covered. Join Jeannie in this short, approachable course on the biggest, most important new trends in the ever-evolving field of CX. Keep your CX knowledge current and relevant by exploring topics like customer journey mapping, employee experience, cutting-edge CX tools, and how to skillfully—and ethically—use AI in CX projects.

Customer Journeys 205

Customer Journeys Trends Customer Experience Course 205

Experience Investigators by 360Connext

DECEMBER 5, 2023

Are you ready to uncover the secret to balancing human touch with the scalability of Artificial Intelligence (AI) in Customer Experience (CX)? Tune in and join Jeannie Walters on an insightful journey that takes us to the meeting point of tech and touch, where we examine the delicate dance between personalization and privacy. As we embark on this exploration, we draw inspiration from the likes of Amazon, Chewy, and Zappos, giants who have successfully integrated AI to create a human-centered exp

Analysis 143

Analysis Customer relationships Resources Meeting 143

Experience Investigators by 360Connext

OCTOBER 31, 2023

Get set for a chilling tale that will make your hair stand on end. Imagine a billing issue so terrifyingly complex it spanned three generations! Yes, you heard it right. That’s the horror our host, Jeannie Walters, unravels on this Halloween special episode of Experience Action. She not only narrates the spine-chilling saga but also provides insightful solutions.

Customer Journeys 264

Customer Journeys Resources Customer Experience Customers 264

Experience Investigators by 360Connext

OCTOBER 17, 2023

”Are there differences in how to approach member experience versus customer experience?” Are you ready to define what customer experience success means for a nonprofit organization, association, or even a professional development organization? In this enlightening episode, Jeannie Walters places a spotlight on customer experience (CX) in member-based organizations and shows how you can use best practices and tools from the CX toolkit.

Customer Experience 143

Customer Experience Customers Resources Tools 143

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. The one thing they all have in common? A desire to focus on listening to customers, doing right by them, and getting their organizations on board with the many, many benefits of a strategic customer experience

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Experience Investigators by 360Connext

OCTOBER 10, 2023

Ever feel like your customer feedback is being dismissed or ignored? Can negative comments be transformed into something that propels growth and change? In our latest episode, we tackle these questions and more. Discover how creating an effective action plan, gaining support from leaders and teams, and utilizing technology can transform negative feedback into actionable tasks.

Feedback 143

Feedback Resources Training Communication 143

Experience Investigators by 360Connext

SEPTEMBER 29, 2023

This year, business leaders face many challenges that can best be described as "stubborn." Labor shortages, supply chain disruptions, and inflation are just.

Innovation 271

Innovation How To 271

Experience Investigators by 360Connext

SEPTEMBER 19, 2023

”How does the CX Charter address potential conflicts or challenges? And, does it provide guidelines for resolution that prioritizes the customer’s experience?” A Customer Experience (CX) Charter is a document to help your team deliver results more efficiently and effectively. It helps ensure you’re all on the same page (pun intended).

Guidelines 143

Guidelines Resources Customer Experience Customers 143

Experience Investigators by 360Connext

SEPTEMBER 19, 2023

Whether you’re new to customer experience management or a seasoned leader, it can feel challenging to know where to prioritize your time and resources, can’t it?! There is a lot of area to cover when designing better customer experiences. It’s understandable for CX leaders to want to address everything, everywhere, all at once. Along the way, however, we’re bound to spread ourselves too thin and lose sight of our greater customer experience vision (myself included!).

How To 248

How To Net Promoter Score Course Customer Journeys 248

Experience Investigators by 360Connext

AUGUST 29, 2023

❔"I love how you discuss the difference between customer service and customer experience. I work with people who really believe they understand customer service so there's nothing to worry about. How do I get them to see that we should focus on customer experience, not just customer service?"❔We.

Customer Experience 143

Customer Experience Customer Service Customers Customer Centricity 143

Experience Investigators by 360Connext

AUGUST 1, 2023

Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage it effectively to elevate and not deduct from the customer journey. Here are a few ideas to explore the benefits, challenges, and best practices for integrating AI into your customer experience strategy.

Customer Experience 143

Customer Experience Customer Service Self Service Chatbots 143

Experience Investigators by 360Connext

JULY 27, 2023

Certified Customer Experience Professional (CCXP) Jeannie Walters outlines foundational skills in key CX areas, like how to: identify your organization’s strategic vision for your customers; leverage tools, best practices, and techniques to deliver on your CX vision; achieve competitive advantage with superior customer experience. Disclosure: This item uses an affiliate link to Linkedin Learning.

Customer Experience 198

Customer Experience Competitive Advantage Customer Experience Professionals Customers 198

Experience Investigators by 360Connext

JULY 7, 2023

In this webinar replay, you’ll discover: How to tell if your CX goals were reasonable and set up properly to achieve success 5 questions you can use to ensure that other leaders within your organization understand – and appreciate – what you’re trying to accomplish An easier way to ensure that everyone in your organization understands CX – and buys into their unique role in delivering excellence Whether you’re gathering the right feedback for the goals you’re trying to achieve

Customer Experience 257

Customer Experience Feedback Customers How To 257

Experience Investigators by 360Connext

JULY 7, 2023

How to Overcome Objections and Win Support for New Customer Experience (CX) Initiatives 9AM on Thursday, 7/13 Register Here In today’s uncertain business environment, some leaders are hesitant to invest in customer experience (CX) initiatives. But what if the decision-makers in your organization understood their top objections are actually reasons to support CX?

Customer Experience 271

Customer Experience How To Resources Measurement 271

Experience Investigators by 360Connext

JULY 11, 2023

❔"I represent CX in my organization. Although I try to be a change agent regarding the CX perspective, my organization continues to use NPS as a KPI (Key Performance Indicator) for the entire organization. What are your recommendations for promoting change in an organization where there is a high.

NPS 110

NPS Customer Centricity Culture Customers 110

Experience Investigators by 360Connext

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. There needs to be a focus on intentional strategy, clear goals, effective communication, employee empowerment, and a commitment to continuous improvement. “We’re going to be customer-centric !

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Experience Investigators by 360Connext

JUNE 27, 2023

❔"Many times, we will get feedback from our customers about a pain point. We'll map their journey, identify opportunities for improvement and even implement changes. But then what?"❔When making changes to better the customer experience, we want to make sure they are actually working for our custo.

Communication 143

Communication Measurement Feedback Customer Experience 143

Experience Investigators by 360Connext

JUNE 20, 2023

❔"I work for a large company. We have several individuals that have CX in their title and are doing work, but it's siloed and not connected. Each person has a journey that applies to their own perspective. How can we become better connected?" ❔This is something that a lot of customer experience l.

Connections 143

Connections Customer Experience Company Customers 143

Experience Investigators by 360Connext

MAY 23, 2023

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Experience Investigators by 360Connext

MAY 16, 2023

Ever wish you had a crystal ball to predict customer complaints and issues? While we don’t have a magic solution, we do have the power to predict more, prevent pain, and proactively create positive moments along the customer’s journey. There are ways to be proactive in customer experience that apply to almost every journey. There are a lot more than five ways, but these can inspire you to look at your customer’s journey and take action.

Airlines 143

Airlines Feedback Customer Service Representative Contact Center 143

Experience Investigators by 360Connext

MAY 9, 2023

The post [Experience Action Podcast] Getting Data Right [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators.

Data 143

Data 143

Experience Investigators by 360Connext

MAY 2, 2023

The post [Experience Action Podcast] Starbucks CEO in the Store [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators.

Connections 143

Connections Customer Centricity Culture Customers 143

Experience Investigators by 360Connext

APRIL 18, 2023

The post [Experience Action Podcast] Innovate with CX [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators.

Innovation 143

Innovation Connections Customers 143

Experience Investigators by 360Connext

APRIL 11, 2023

Quality is an interesting word. We toss it around when discussing products, describing them as “high quality” or lacking it altogether. But what really is the meaning of quality? According to the dictionary, here is the definition. character with respect to fineness, or grade of excellence: food of poor quality; silks of fine quality.” OR “high grade; superiority; excellence: wood grain of quality.” OR “native excellence or superiority.” Where does quali

Customer Journeys 162

Customer Journeys Banking B2B Healthcare 162

Experience Investigators by 360Connext

JANUARY 10, 2023

What would success look like in a year? Let’s imagine a year from today…. Customers are happier than they’ve ever been , and you know that because their feedback shows it. Employees are engaged in not just the idea of customer experience , but in their role as an important part of it. Leaders are working closely across the organization for the goals around a seamless, constantly improving customer journey.

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

Experience Investigators by 360Connext

DECEMBER 9, 2022

Welcome to WordPress. This is your first post. Edit or delete it, then start writing! The post Welcome appeared first on Experience Investigators.

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Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . If this describes your organization, I hope you know how fortunate you are. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to b

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ CX is much more than these, though. I like to define Customer Experience as: A mindset. A strategy. A business discipline. Customer experience is more than one area, product, service or person.

How To 378

How To Customer Journeys Culture Training 378

Experience Investigators by 360Connext

JANUARY 5, 2022

Imagine yourself a year from today. Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. How did this happen? It started with a plan – including immediate foundational steps to take, secondary growth, and longer-term strategies for continued success.

Resources 369

Resources Customer Journeys Video Strategy 369