Why Your CX Dashboard Needs a Piece of Humanity

About this episode

Jeannie Walters discusses how to intentionally design customer experiences to boost revenue and outpace competition.

The customer experience often feels like a series of accidental encounters, but Jeannie Walters argues it is actually the ultimate competitive lever. With over twenty years of experience helping brands like JPMorgan Chase and SAP, she moves beyond vague buzzwords to show how leaders can intentionally design every moment of the journey. Her new book reveals why experience is the only sustainable way to boost revenue and outpace the competition in a crowded market. What You’ll Learn in This Episode How to move beyond vague buzzwords to intentionally design every moment of the customer journey The three-part framework for success that combines mindset with strategy and discipline Why the biggest myth in regulated industries is that you can’t innovate the experience How to identify micro-moments to proactively reduce customer anxiety and build trust The secret to balancing high-tech AI tools with a necessary sense of humanity Episode Chapters (00:00) Intro (01:10) Moving beyond the fear of experience being everything (03:19) Why nice is not a strategy (05:33) Aligning the brand promise with the customer mission (09:19) Disrupting the status quo in regulated industries (15:20) Finding…

People in this episode

Host: Nick Westergaard

Guest: Jeannie Walters

Topics covered

• customer experience
• competitive advantage
• designing customer journey
• innovation in regulated industries
• empathy in business

Keywords

• customer experience
• CX dashboard
• humanity in business
• customer journey
• innovation
• trust
• AI tools

Mentioned in this episode

Organizations: JPMorgan Chase, SAP, Experience Investigators

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