Experience Action
Episodes
CX Pulse Check #2
24 Oct 2023
Contributed by Lukas
Are you ready for another CX Pulse Check? Join Jeannie and Paige, as they talk about what's happening right now in Customer Experience (CX).What ...
Customer Experience VS. Member Experience
17 Oct 2023
Contributed by Lukas
❔"Are there differences in how to approach member experience versus customer experience?"❔Are you ready to define what customer experien...
Acting on Negative Feedback
10 Oct 2023
Contributed by Lukas
Ever feel like your customer feedback is being dismissed or ignored? Can negative comments be transformed into something that propels growth and chang...
Updating CX Foundations
03 Oct 2023
Contributed by Lukas
Ever wonder about the optimal frequency to revisit your customer experience mission statement, success statement, and team charter? We've got you...
CX Pulse Check
26 Sep 2023
Contributed by Lukas
What's going on right now in Customer Experience (CX)? We're doing something a little different, a little new in this Experience Action epis...
Prioritizing with a CX Charter
19 Sep 2023
Contributed by Lukas
❔"How does the CX Charter address potential conflicts or challenges? And, does it provide guidelines for resolution that prioritizes the custom...
Performance Reviews & CX
12 Sep 2023
Contributed by Lukas
❔"Can we discuss how to conduct an annual performance review for a customer experience professional? What should that look like? What measureme...
Focus Groups and Feedback
05 Sep 2023
Contributed by Lukas
❔"My organization is looking at starting focus groups or other avenues to bring in more of the customer experience perspective. What are your r...
Customer Service vs Customer Experience
29 Aug 2023
Contributed by Lukas
❔"I love how you discuss the difference between customer service and customer experience. I work with people who really believe they understand...
Am I the Only One Who Cares?
22 Aug 2023
Contributed by Lukas
❔"I'm new to the idea of customer experience, and while I think it's great, I can't seem to get others at my software startup to...
Find Your CX Budget
15 Aug 2023
Contributed by Lukas
❔"How do you find the budget for customer experience initiatives, and who owns it? And how do other companies do this?"❔Customer experie...
Getting Serious about CX
08 Aug 2023
Contributed by Lukas
❔"Our organization has talked a lot about customer experience, and we always say that the customer comes first. We want to get more intentional...
CX as a Brand Differentiator
01 Aug 2023
Contributed by Lukas
❔"I was talking to a colleague of mine in the marketing department, and we had a question for you: could the customer experience that our compa...
Employee Experience ROI
26 Jul 2023
Contributed by Lukas
❔"My employee experience team is on the right track, and I'm really excited about the progress we are making. I want to ensure we can cont...
Investigating Customer Experiences
18 Jul 2023
Contributed by Lukas
❔"What does CXI® stand for? What does it mean?"❔What a fun, quick question! All of us, as experience investigators, are looking for thi...
More than NPS
11 Jul 2023
Contributed by Lukas
❔"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 ...
Measuring and Communicating Improvements
27 Jun 2023
Contributed by Lukas
❔"Many times, we will get feedback from our customers about a pain point. We'll map their journey, identify opportunities for improvement ...
Shift Siloed CX To Connected CX
20 Jun 2023
Contributed by Lukas
❔"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 connecte...
CX Tech Tool Talk
13 Jun 2023
Contributed by Lukas
❔"What platforms are worth using for small to medium enterprises so that they can manage omnichannel communications with customers (email, phon...
Step into CX Leadership
06 Jun 2023
Contributed by Lukas
❔"I find myself in operations, and I keep helping other departments with their CX. I'm looking to join another company where their CX stra...
The Case of Missing CX
30 May 2023
Contributed by Lukas
Are you ready to investigate what is missing in your organization to make things better for your customers? We wanted to have some fun to mark the 6th...
Get that CX Job!
23 May 2023
Contributed by Lukas
❔"Do you have any advice on how to prepare for a CX interview? As someone being interviewed for a new CX role, what should I bring up?"❔...
Be a Lifelong CX Learner
16 May 2023
Contributed by Lukas
❔"What's the best way to learn CX, and what kind of certification should I get?"❔Customer Experience (CX) is bigger than a business...
Getting Data Right
09 May 2023
Contributed by Lukas
❔"What do you recommend to organizations who have customer pain points but do not have the necessary data? ... How should someone representing ...
Starbucks CEO in the Store
02 May 2023
Contributed by Lukas
❔"What do you think about how the new Starbucks CEO said he'd work 4 hours a month as a barista in different stores? Is this a good move o...
Is my CX Role In Jeopardy?
25 Apr 2023
Contributed by Lukas
❔"All the talk about a possible recession has those of use in the CX department a little worried about our job security. Is there anything we c...
Innovate with CX
18 Apr 2023
Contributed by Lukas
❔"I've heard you say that customer experience (CX) can help an organization innovate, but CX seems really reactive. Can you share any ways...
Overcoming Imposter Syndrome in CX Careers
11 Apr 2023
Contributed by Lukas
❔"Have you ever dealt with imposter syndrome, and how can I overcome it in the customer experience (CX) consulting world?"❔While imposte...
What's a Service Code and How Do We Use It?
04 Apr 2023
Contributed by Lukas
❔"I've heard you talk about a Service Code as a tool for front-line customer service...what is it and how would I use one?"❔A Servi...
Journey Mapping - What's Next!?
28 Mar 2023
Contributed by Lukas
❔After we create a customer journey map, what's the next step? How should we use it?❔When we are talking about customer journey maps, we are ...
CX Budget for Growing Businesses
21 Mar 2023
Contributed by Lukas
❔"Are there guidelines for how much a small firm should spend in an area like CX?"❔In any client meeting, in any situation, you can almo...
WHY Align CX with Business Goals?
14 Mar 2023
Contributed by Lukas
❔If we align our customer experience to the goals and ambitions of the business, where do our customers fit into the strategy?❔Customer experience...
CX and EX At Once
07 Mar 2023
Contributed by Lukas
❔Is it possible for a company to work on both customer experience and employee experience at the same time?❔One of Jeannie's core beliefs is ...
Becoming Customer-Centric
28 Feb 2023
Contributed by Lukas
❔How do we link all the areas in our organization together for a better customer experience? How do we really become customer-centric? ❔When discu...
Customer Experience (CX) Examples in Evolving Industries
21 Feb 2023
Contributed by Lukas
Let's get into some real-life examples of customer experience (CX) improvements in action! This week we're focusing on a couple of constantl...
Managing Change with Customers
14 Feb 2023
Contributed by Lukas
This week's question comes to us from a Customer Experience challenge one of our listeners faced. They piloted an enhancement customers wanted, b...
Top 10 Ways Customer Experience (CX) Makes a Better World
07 Feb 2023
Contributed by Lukas
We have a special edition this week to celebrate our tenth episode. Thank you for listening and for asking great questions!In this episode, we're...
Customer Experience (CX) Value Creation
31 Jan 2023
Contributed by Lukas
❔"How do you define value creation from customer experience?"❔This is a multi-million dollar question depending on the industry that you...
Characteristics of Great Customer Experience (CX)
24 Jan 2023
Contributed by Lukas
❔"What are the main characteristics that make up a good customer experience?"❔This question could be answered in a multitude of ways bec...
Process Improvement VS. Customer Experience
17 Jan 2023
Contributed by Lukas
❔"Is customer experience and process improvement the same thing?" ❔This is a very interesting question! For starters, we need to think o...
Defining Customer Experience
10 Jan 2023
Contributed by Lukas
❔"How do we define what customer experience truly is?"❔Another AMAZING question 💪 Defining what customer experience (CX) means to you...
5 Questions for Customer Experience (CX) Leaders
03 Jan 2023
Contributed by Lukas
❔"How do I evaluate how well we've done as far as customer experience goes?"❔ This is an amazing question, and a common one... many...
How To Use a Customer Experience (CX) Mission
27 Dec 2022
Contributed by Lukas
❔"How do you use a customer experience (CX) mission statement?"❔ This question is near and dear to Jeannie's heart. In fact, Jeann...
Customer Experience (CX) Training
20 Dec 2022
Contributed by Lukas
❔ "Is customer experience training a one time process or is it ongoing?" ❔ Sounds like this one will have a pretty simple answer, right?...
Leadership Buy In
13 Dec 2022
Contributed by Lukas
❔"How do we get leadership or executive sponsorship for CX initiatives that we want to tackle?" ❔ This is an AMAZING QUESTION! And a Jea...
Welcome to the Podcast
08 Dec 2022
Contributed by Lukas
Welcome everyone to our very first episode of Experience Action! A customer experience podcast where we turn ideas into action. We hope that you are a...