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About This Podcast
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!
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Recent Episodes
Influence Without Authority: Real CX Leadership
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…
From Champions to Change: Building CX That Transforms
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…
When Emotions Run High: Training Frontline Teams for Consistent Hospitality
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…
From Shiny Tools To Trusted Journeys In Customer Experience with Jennie Lewis (CX Pulse Check - February 2026)
What if the fastest answer isn’t the right one? We unpack the tension between speed and resolution in customer experience, exploring why AI bots can erode trust when they chase efficiency instead of…
Innovate Around Experience
What if the fastest way to beat your competitors isn’t a new feature, but a better feeling at every step of the journey? In this episode, we explore how experiential innovation—improving how…
Journey Mapping as a Team Sport
Ever feel like your journey map leaves teams on the sidelines? In this episode, we explore a practical way to make customer journey mapping more inclusive without losing the customer’s voice. We…
The Multi-Stakeholder Customer
B2B relationships are rarely simple. Behind every account are buyers, end users, operators, and executives—each with different goals, pressures, and definitions of success. In this episode, we unpack…
Why Customers Leave: Timing, Truth, and the Cost of Inconsistency
Losing a customer hurts—but missing what their exit can teach you hurts more. In this episode, we unpack a two-phase offboarding feedback strategy that captures the truth twice: immediately after…
New Year CX Check-In (CX Pulse Check - January 2026)
Start the year with clarity instead of clutter. We’re sharing five decisive questions that help you cut noise, design automation that still feels human, and align your customer experience strategy…
Digital Journeys Can Be Human
Clicking “buy now” shouldn’t feel like shouting into the void. In this episode, we explore how digital retail can feel more human by pairing smart personalization with trust-building micromoments.…
Stop Calling CX ‘Good Service’
What if customer experience stopped living in customer service and started living in the core of your business? We tackle a listener’s challenge and turn it into a practical playbook: define a shared…
The Future of Measuring CX: Beyond Surveys, Scores & Spreadsheets with Rob Markey (CX Pulse Check - December 2025)
The most dangerous number in customer experience isn’t low—it’s shiny. In this CX Pulse Check, we unpack why a single score can seduce teams into storytelling that investors love and customers don’t…
90-Day Customer Loyalty Plan
What if the next 90–180 days could lock in measurable customer loyalty? In this episode, we break down a practical, no-fluff playbook for building a retention strategy that customers actually…
Surveys Aren't Enough
When surveys fall flat, the real story still lives in customer conversations, behaviors, and signals. In this episode, we explore how to move from survey programs to real feedback strategies—ones…
CX Pulse Check - November 2025
Want customers to talk about your brand without being asked? In this CX Pulse Check, we bring on Brooke Sellas, founder of B Squared Media and a leader in social customer care, to unpack how…
Personalization That Respects Boundaries In B2B
Personalization in B2B shouldn’t feel invasive—it should feel helpful, timely, and trustworthy. In this episode, we share a practical framework for getting personal the right way: focus on…
Policy Meets People: The Art of Flexible CX
In this episode, we explore one of the toughest CX challenges: balancing company policies with the flexibility needed to deliver exceptional experiences.Policies should guide and protect, not block…
Pitching Customer Interviews, Without the Fluff
Why do leaders hesitate to green-light customer interviews even when everyone agrees they matter? In this episode, we share a fast path to buy-in: lead with business outcomes, start with a small…
CX Pulse Check - October 2025
Customers don’t just want answers. They want action! That’s why agentic AI, the kind that doesn’t just recommend but actually does the work, is reshaping how teams analyze experiences, resolve…
Fresh Experiences in B2B CX
Complacency can creep into even the strongest B2B partnerships. This episode shares practical ways to keep long-term relationships fresh, valuable, and resilient—without changing your core product.…
Frequently Asked Questions
Experience Action has published 155 episodes since December 2022, covering topics in Business, Management.
Experience Action is currently highly active with new episodes weekly. Average episode length is 13m.
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