Get ready to navigate the cutting-edge of customer experience (CX) with Jeannie Walters and special co-host Michelle Morris  - Associate Director of CX Business Transformation at Verizon Connect. We're peeling back the curtain on Sam's Club's groundbreaking AI-based receipt verification system and exploring the ripple effects on the future of retail. Discover how this innovation could transform the checkout experience, tackle theft, and what it means for customer engagement.

Switching lanes, we delve into the government's customer experience revolution, with a spotlight on the USDA's recent initiatives. Reflect on the executive order that's shaking up agency status quos and the newfound trust blooming between citizens and their government.

This isn't just a conversation about technology; it's about humanizing the automated, ensuring accuracy, and strategically mapping the customer journey to adapt to this new frontier. We're also confronting CX blind spots regarding AI integration and the declining comfort customers feel around these tools.

Tune in for a thought-provoking session that promises to leave you with a fresh perspective on AI's role in our lives and a renewed passion for excellence in customer experience across all sectors.

About Michelle Morris:
Michelle Morris is the Associate Director of CX Transformation at Verizon Connect.  She is a Certified Customer Experience Professional (CCXP) as well as a Lean Six Sigma Black Belt (LSSBB). Michelle is a former board member for the CXPA (Customer Experience Professionals Association). In previous roles, Michelle developed and led two CX practices in the Professional Services (Crowe) and Printing/Manufacturing (Lexmark) industries and was a CX Design consultant and the Sr. Manager of Contact Center Sales for Verizon Business.  Prior to starting her CX adventures, she spent 15 years in Product Development, designing laser printing devices.  Michelle holds 6 U.S. Patents for her work as an engineer.

Follow Michelle on LinkedIn at linkedin.com/in/morrismichellek/.

Resources Mentioned:
Experience Investigators Learning Center -- experienceinvestigators.com
Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Unlock the secrets to a customer experience that's both innovative and effortless. On this episode of Experience Action, Jeannie Walters peels back the layers on how to introduce new features and services without overwhelming your customers. Discover how customer-centric design and clear communication can make all the difference, as she offers up actionable strategies rooted in understanding customer pain points and the art of incremental changes. Get ready to learn the importance of accessible tutorials, demos, and why fostering feedback loops is your ticket to continuous improvement and customer satisfaction.

Join the conversation as we tackle the challenge of balancing simplicity with cutting-edge innovation. With insights gathered from years of expertise and real-world examples, this episode is a treasure trove for those passionate about enhancing the customer journey. We're not just talking about customer experience—we're transforming ideas into impactful action. So, if you're ready to elevate your strategy and drive tangible business results, this is the episode you won't want to miss.

Resources Mentioned:
Experience Investigators Learning Center -- experienceinvestigators.com

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

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. You'll gain strategic insights on fostering this commitment, from establishing 'Customer Days' for direct interaction to integrating customer feedback into the business strategy.

Prepare to be equipped with practical advice, as you hear about the importance of continuous education and training to prevent customer experience from fading into the realm of corporate jargon. Jeannie shares stories and strategies that will empower your team to bring forth ideas that enhance the customer journey and ensure these suggestions are woven into the very fabric of your organization's objectives. Whether you're at the helm of the C-suite or on the front lines of management, this episode is brimming with actionable guidance to help you champion a customer-first ethos that reverberates through every facet of your company. Tune in and let's move from talk to action in creating exceptional customer experiences.

Resources Mentioned:
Jeannie’s LinkedIn Learning Courses -- bit.ly/jeannie-lil
CX Charter Guidebook -- bit.ly/cxcharter
CX Meeting Agenda & Guidebook -- bit.ly/cxagenda
Experience Investigators Learning Center -- experienceinvestigators.com

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

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. We explore the hidden value in those tough-to-hear comments and how they can become the catalysts for transforming your services and delighting your customers in ways you never imagined.

Join the discussion about the importance of an integrated feedback approach, where the good, the bad, and the innovative come together to give a 360-degree view of what your customers truly experience. Jeannie shares actionable insights on how to foster a culture that sees feedback as a gift—a chance to learn, grow, and excel. So, if you're ready to turn the tide on negative feedback and use it to your organization's advantage, this conversation is a must-listen. Tune in and empower yourself with strategies that ensure every piece of feedback is a stepping stone to elevating your customer experience.

Resources Mentioned:
Experience Investigators Learning Center -- experienceinvestigators.com

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

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. Let's strategize for the upcoming year, dream big, and map out how to make those customer dreams come true. I even share my thoughts on creating a customer experience boot camp to prep your team for the new year. But what's a year-end without some celebration? We'll also be paying tribute to your organization's unsung heroes who consistently go above and beyond in enhancing customer experience.

As we close out this year, let's take a moment to rejoice in our shared progress in the customer experience realm. You, our listeners, are the true catalysts of change. Your questions, comments, and experiences have shaped our discussions and we eagerly anticipate more. As we bid adieu to this year, we are excited to see what achievements the upcoming year has in store for you. So, come wrap up the year with us and gear up for an even more customer-focused year ahead. Thank you for accompanying us on this journey. We’ll see you after the holiday break, refreshed and ready to continue making our customers' wildest wishes a reality!

Resources Mentioned:
Experience Investigators Learning Center -- experienceinvestigators.com

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

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 experience on a mammoth scale. The role of consistency, authenticity, and the human-AI equilibrium in building solid customer relationships won't escape our analysis.

Venturing further, we delve into the transformative power of AI and its potential to make customer experiences proactive rather than reactive. As we navigate the ethically charged waters of AI implementation, we'll ponder on how to maintain balance and trust. Most importantly, you are encouraged to think about how AI can enrich human elements in customer experience and why ethical considerations should be your compass in these decisions. Buckle up for an exhilarating ride into the world where technology and human experiences intersect.

Thank you to Bryan Kramer (bryankramer.com) for the great question!

Resources Mentioned:
Experience Investigators Learning Center -- experienceinvestigators.com

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Ready to decode the new age of customer experience? Join Jeannie and her insightful guest Nate Brown, co-founder of CX Accelerator, as they decode the latest customer experience trends in the face of evolving consumer behavior. They uncover the mysteries of the "hermit consumer" - a seismic $600 billion shift in consumer behavior brought about by the pandemic. Listen in as they discuss its impact on industries like entertainment and dining and how businesses can adapt to lure customers back into physical spaces.

Ever wondered why some businesses are just a joy to deal with? They reveal the secret sauce - simplicity. Tune in as they dissect how straightforward customer experience can outshine competitors and why it's crucial to consider every touchpoint in the customer journey. Discover the intimate connection between customer satisfaction and the longing for community. They also put the spotlight on Duolingo's bold logo change, sparking the conversation on how such alterations can impact customer perception. Buckle up for an episode filled with insights, discussions, and the cold hard truth about the world of customer experience.

Resources Mentioned:
Experience Investigators Learning Center

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Is your bookshelf begging for some enlightening CX literature? Ready for some compelling reads that will amp up your customer experience game? Listen in as we journey through the world of CX books that will satiate your curiosity and boost your knowledge of customer experience strategy, design, and measurement. From the classics like "Why We Buy: The Science of Shopping" by Paco Underhill and "Chief Customer Officer 2.0" by Jeanne Bliss to newer gems like "A Diamond in the Rough" by Steven Van Belleghem, we've got a treasure trove of insights to excavate.

But we aren't just listing books here. Jeannie Walters shares the invaluable nuggets of wisdom that she's gleaned from each book and how they can be applied to your organization. Whether you're a seasoned CX professional or just starting out on your CX journey, you're sure to find a book recommendation that will resonate with you. So tune in, and let's turn knowledge into power, inspiration, and intentional action that can catapult your customer experience strategy to unparalleled heights. Bottom line - It's time to elevate your CX game!

Books Mentioned:
"Why We Buy: The Science of Shopping" by Paco Underhill
"Chief Customer Officer 2.0" by Jeanne Bliss
"Outside In" by Harley Manning and Kerry Bodine [Correction]
"Delivering Happiness" by Tony Hsieh
"A Diamond in the Rough" by Steven Van Belleghem
"Empathy in Action" by Tony Bates and Dr Natalie Petouhoff
"The Digital-First Customer Experience" by Joe Wheeler
"Employalty" by Joe Mull

Resources Mentioned:
Experience Investigators Learning Center -- experienceinvestigators.com

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Are your part-time employees delivering the customer experience you want? They can be! In this episode, Jeannie Walters shares actionable strategies to help your part-time workforce understand the importance of a top-notch customer experience. From fostering a culture of customer feedback to implementing a Service Code, she guides you through the process of aligning your customer service with your overall customer experience mission.

Have you ever wondered what makes a customer feel valued and cared for? Hear how to integrate your customer experience standards into your hiring, onboarding, coaching, and performance reviews, ensuring that your team knows exactly what is expected of them.

Tune in to discover how you can transform your part-time workforce into customer experience superstars. Trust us, you don't want to miss this one!

Resources Mentioned:
What's a Service Code and How Do We Use It? [Experience Action Podcast] -- experienceactionpod.com/2092963/12581385
Experience Investigators Learning Center -- experienceinvestigators.com

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

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.

Are you unintentionally crafting a customer experience nightmare? Jeannie's got you covered. She underscores the importance of proactivity and intentionality in designing delightful customer experiences. Learn from Jeannie as she guides us through the labyrinthine process of defining excellent customer experience, creating an effective customer journey map, and much more.

Tune in, absorb the wisdom, and ensure your customers' journey is as sweet as a Halloween treat.

Resources Mentioned:
Experience Investigators Learning Center -- experienceinvestigators.com

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)