Experience Investigators

Ever wondered how artificial intelligence (AI) could reshape the way we work - and transform the employee experience?

Gain insights into how AI can boost efficiency, sharpen decision-making, and foster personalized skill development – and then dive into the ethical maze of AI integration, especially its impact on remote work environments >> https://bit.ly/3LCpj8s

[Experience Action Podcast] AI in the Employee Experience Ever wondered how artificial intelligence could reshape the way we work? Join us for an exciting conversation about the transformative power of AI on the employee experience.

CX Leaders are tasked with addressing everything, everywhere, all at once. (Or at least it can feel that way!)
That's a pretty tall order for anyone, especially without a solid roadmap like our "CX Mission Statement" to keep you on track.

In this article, our CEO & Founder, Jeannie Walters, discusses some of the common mistakes that CX leaders make as they take on the large landscape of customer experience.

Being realistic with the CX goals you set, listening strategically to customer feedback, and updating your processes are just a few of the mistakes Jeannie dives into in this article.

Are you ready to make some changes in how you lead your CX team?

We'd love to hear if this article helped you get started or continue that process!

7 Common Mistakes CX Leaders Make (And How To Avoid Them!) - Experience Investigators 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?!

AI is having a revolutionary impact on revenue generation, supply chain optimization, and customer service using real-world examples that bridge fashion and other sectors.

Join Jeannie Walters and her special co-host David Sakamoto for the July CX Pulse Check, where we explore the immense potential of AI, how customer success principles are reshaping B2B industries, and much more >> https://bit.ly/3xNS6Uz

[Experience Action Podcast] CX Pulse Check - July 2024 - Experience Investigators We unravel how customer success principles are reshaping B2B industries on this CX Pulse Check edition of the Experience Action Podcast with Jeannie Walters and special co-host David Sakamoto.

The term empathy gets tossed around a lot in customer experience. Empathy is the ability to understand and share the feelings of others. In the context of customer experience, empathy involves understanding the customer's perspective, acknowledging their emotions, and showing that you care about their needs and concerns.

Empathy is a muscle of sorts, and we have to allow ourselves to prepare the right ways to use it, get stronger at it as a skill, and understand that those recovery periods are vital to restoring energy 🔋 around it.

In customer experience, empathy is required in many ways. Learn these reasons and how to connect empathy to your customer experience at your organization 🏢 in this article: https://bit.ly/3m31QnA

3 Ways to Lean Into Empathy for Better CX - Jeannie Walters, CCXP There are certain skills, ideas, and actions that can help connect empathy at key moments for both your customers and employees – and your leaders, too.

Does your organization rely heavily on receiving customer feedback via surveys? How has that response % been lately?

Most organizations need to look at other ways of receiving that all-important customer feedback, and Jeannie Walters, CEO of Experience Investigators, explains how to start looking for untold feedback in this article.

There are many options for gathering this untold feedback, full of subtle clues that can drive much-needed changes to your . Jeannie focuses on 3 of them in this article, including how to begin utilizing AI to assist you with non-survey customer feedback.

Check out the article and other amazing resources to help you take action here:

How to Listen for Untold Feedback to Boost Your Business Results - Experience Investigators Your customers actively give clues about (or directly tell you!) how to improve their experience. But are you listening in the right ways?

Can transparency and authenticity safeguard your customer relationships during a cybersecurity crisis?

Discover vital insights into managing customer experience amid significant cybersecurity incidents.

It's possible to maintain customer trust even when service disruptions occur. Let's explore how >> https://bit.ly/3zp2diQ

[Experience Action Podcast] Cybersecurity and CX Can transparency and authenticity safeguard your customer relationships during a cybersecurity crisis?

Do you have collaborative channels, like Slack or Teams, where you can have a conversation about everything going on in CX and give people the real-time support they sometimes want?

These platforms can also serve as a space to share success stories, celebrate wins, and recognize team members who excel in their roles. Ensure that everyone is aligned with your CX goals and motivated to contribute to your organization's success: https://bit.ly/3zkWtqB

[Experience Action Podcast] Cross-Functional Communication - Experience Investigators Have you ever wondered how effective communication could revolutionize your organization's CX initiatives?

Did you know Starbucks is facing challenges with long wait times and understaffing?

Here are 3 ways they're working to improve your coffee experience:

👩‍🏫 Enhanced Training: Improving staff skills for better service.
📅 Optimized Scheduling: Ensuring stores are well-staffed at peak times.
🎯 Customer Focus: Leadership is refocusing on delivering a better experience.

Get the details in the comments to learn more!

[Experience Action Podcast] CX Pulse Check - June 2024 - Experience Investigators Unlock the secrets to creating truly inclusive customer experiences with insights from Jeannie Walters and special co-host Paige Flenniken.

Looking for your next live event/webinar to make a significant impact, with 100% of attendees finding them valuable and wanting to attend again? 👀

Here is the latest feedback from Jeannie Walters, CCXP, CSP recent webinar! 🌟

Learn more about Jeannie's speaking services: https://bit.ly/3xwYhvW

Earlier today, Jeannie Walters met live with the Experience Investigators community to discuss the main things customer experience leaders need to know to start or fine-tune their AI strategy and investigate how AI can shape the customer journey.

If you missed it, don't worry! The recording is available here:

How to Develop Your AI Strategy as a CX Leader (Even if You’re Not Ready) Artificial intelligence is so ingrained in our daily lives that it’s now unavoidable — and evolving rapidly!As customer experience (CX) leaders, it’s our res...

As customer experience (CX) leaders, it's our responsibility to learn how we can apply AI to transform our customer experiences. It's time to test AI's limits, see what it's good at doing, and find out where it falls short.

(We know you might not feel ready. The secret is that very few leaders do. Take one step at a time, and don't be afraid to try things.)

Join Jeannie Walters, CCXP, CSP and the Experience Investigators community on Linkedin Live this Friday at 9 am PT / Noon ET / 5 pm BST for a talk about starting or fine-tuning your AI strategy. We'll explore what customer experience leaders need to know about AI and investigate how AI can shape the customer journey.

We'll have a live Q&A session after the presentation, so stick around and bring your questions!

www.linkedin.com

The main thing that distinguishes traditional management consulting from customer experience strategic consulting:

The focus of efforts. Management or strategy consulting look at the broader business landscape and operational efficiencies, while customer experience consulting zeroes in on how to enhance customer interactions to drive business goals.

Take these steps to connect the overall organization strategy with your customer experience goals:

[Experience Action Podcast] Management or CX Consulting? - Experience Investigators Hear some key differences and intersections between customer experience consulting and management or strategy consulting in this eye-opening episode.

Swipe for more inspiration. 💡

Gain more practical tips in the LinkedIn Learning Courses "Creating a Positive Customer Experience" and "Customer Experience: Journey Mapping" (Links in Bio)

From the option to order ahead at your favorite restaurant to hands-on product demonstrations when purchasing a new device → customer touchpoints run customer experience as building blocks of the customer's journey 👀✨

Inventorying your touchpoints can significantly impact your organization's success - but how do we prioritize which ones to tackle first? And how do we effectively gather and analyze data to gain insights into customer behavior and preferences?

Let's talk about it.

If you didn't get the chance to watch our live Ask Me Anything session all about customer touchpoints and why they matter in the customer journey, don't worry; you can view the recording anytime here: https://bit.ly/3KybMym

We'd also love to hear your thoughts below on all things customer touchpoints, and if there are any brands you think excels at understanding their importance. 👇

Want to enhance your customer experience program for better leadership buy-in?

It might be time to rethink how you set your CX goals…

The #1 mistake CX leaders make when writing goals is a lack of focus and intentionality. What starts as a well-meaning effort often turns into a missed opportunity. We need to ensure our goals are specific, measurable, and directly tied to business outcomes.

Explore how you can make a strong business case through a strategic, centralized, and integrated approach: https://bit.ly/3RtJTeK

Leveraging technology is a great way to personalize the customer's experience and make efficient use of not only our time, but our customers' time, as well.

"I'm not seeing my order, what's going on?"

"I often find it challenging to get timely updates on the status of my case. Is there a way the firm could improve communication and provide more transparent case updates?"

Using technology to bridge the gaps in the customer journey will deliver transparency and peace of mind significantly reducing the occurrence of these questions.

We'd love to hear how your team is leveraging technology uniquely to enhance the customer experience!

Customers aren't just data points in your business. They're unique individuals with distinct needs and expectations. Every interaction they have with your brand, whether it's online, in-store, or over the phone, holds immense power to shape their perception of you.

That's why I encourage you to dive headfirst into inventorying customer touchpoints!

If you didn't get the chance to watch our recent live Ask Me Anything session all about customer touchpoints and why they matter in the customer journey, don't worry; you can view the recording anytime here: https://bit.ly/3KybMym

Your relationship with customers is built one step at a time. 👣

Let's consider all customers, including those with different backgrounds, disabilities, and from other regions, when evaluating insights to design better journeys.

Apple is demonstrating efforts to make its products, such as the iPhone and iPad, more accessible through features such as eye tracking, vibration, and captions. Integrating AI could be a key step to improving inclusivity, truly changing the game.

Discover the value of inclusive thinking in designing customer experiences: https://bit.ly/4c2FCXi

[Experience Action Podcast] CX Pulse Check - June 2024 - Experience Investigators Unlock the secrets to creating truly inclusive customer experiences with insights from Jeannie Walters and special co-host Paige Flenniken.

The biggest takeaway from the recent Qualtrics X4 Summit: The customer experience landscape is reshaping the way that organizations perceive themselves—and the way they engage with customers. While we need to break down data silos, implement change management strategies, and prioritize privacy and trust to optimize the use of customer data, we know real challenges await! The complexity of business means deciding the best ways to create value from ALL THIS data.

What's your best advice for prioritizing as a CX leader?

Explore the practical steps being taken by CX leaders: https://bit.ly/4e2rSxw

Customer experience is more than a project, program, or department. Let's start connecting the dots for team members, so they can see how their daily efforts are tied to CX efforts!

Access the course where CX expert, Jeannie Walters, CCXP, CSP, breaks down how to collaborate for better customer experience here >> https://bit.ly/lilcxfoundations

Recently, our team (Jeannie Walters: CEO of Experience Investigators, Paige: Director of Business Development, and Jillian: Membership Project Manager) convened at First Tech Fed at the ET/VP Experience Summit in Hillsboro, Oregon. Jeannie spoke on the member experience mindset and strategy in an ever-evolving financial landscape, prioritizing generating membership growth, fostering ownership and continuous development by cultivating curiosity, and serving as the first defense in protecting members by promoting awareness and staying informed.

The role of these member experience principles has never been more crucial to a company's success – and we're excited to continue our efforts in helping build and support more member-centric businesses as we navigate the customer experience road ahead!

Technology and shifting customer expectations will likely create business innovations that are beyond what we can imagine today. Strategic planning and unwavering dedication are key to creating momentum that empowers today's customer experience leaders to achieve significant breakthroughs.

Our Jeannie Walters, CCXP, CSP shares her takeaways from the 2024 Qualtrics X4 Summit, addressing five key strategies to set the stage for CX success: https://bit.ly/3wLddWY

Customer experience leaders sometimes get a bad rap as "the people who go around and share complaints." (Sound familiar?)

We get it! Sharing customer feedback is critical. But if we don't position the feedback properly, it can feel like we're constantly dictating a list of to-do items that need fixing. No one likes to be on the receiving end of a litany of complaints.

Try inviting colleagues to collaborate on improving the customer experience. Share insights, set clear goals, provide support, and empower teams to address challenges collectively. This approach boosts morale and engagement and increases the likelihood of finding sustainable solutions. 🤝

What are your best tips to share customer complaints with your team members to drive improvements?