Jeannie Walters, CCXP, CSP’s Post

When it comes to building customer journey maps… well, some things are easier said than done. It’s easy to let journey maps slip down your list of priorities, but these maps can be your key to leading a strategic and high-impact CX program. Let’s streamline your customer journey mapping tool search and prime your organization for success. It’s time to explore the essential areas to consider so you can meet your needs now and in the future. #CustomerJourneyMap #CX #CustomerExperience #CXStrategy #JourneyMap

Is customer experience (CX) truly embedded in your organization's strategy? We often hear about the importance of CX, but how many of us have truly been taught how to lead with it? If you're not integrating CX into your core strategy, you're missing out on one of the most powerful win-win-win opportunities. 📊 Why is it a win-win-win? CX isn't just about improving customer satisfaction—it's about creating lasting impact. A solid CX strategy benefits customers, empowers employees, and most importantly, delivers measurable results for your organization. It's not an "extra"—it's a business driver that leads to better retention, growth, and innovation. As I often say, it's a win for your customers, a win for your employees, and a win for your bottom line. But here's the key: everyone in your organization, regardless of their role, has to care about this. CX is not just the responsibility of a single team—it's an organizational mindset. In today's competitive landscape, where innovation drives success, customer experience is how you stay ahead. The organizations that truly integrate CX into every level are the ones that continue to innovate, grow, and outpace their competition. Are you one of them? 🎥 Watch the full clip to learn more about the power of CX and why it's crucial to every industry. 🔗https://lnkd.in/gYE5ucyb #CustomerExperience #CXStrategy #Leadership #EmployeeEngagement #Innovation #BusinessGrowth #CustomerSuccess

Honored to be recognized as a LinkedIn Top Voice. This means that you've found value in what I share, and that means so much to me. Thanks for following along! Let's continue learning and growing together, and helping the world see the results of a proactive customer experience! #linkedintopvoice #cxexperts #customerexperience

If you are not focused on customer experience, somebody else in your industry is. And today, they are working on ways to disrupt your industry. To find success, focus on how you can be proactive and intentional with CX. Look at all those interactions and touchpoints in your customer journey so that you can innovate and stay ahead. Send us a message to see how we can help craft your CX strategy and keep on innovating. #CustomerExperience #BusinessStrategy #Action #CX #ExperienceInvestigators #disruption #customerjourney #cxstrategy

For all contact center leaders and customer experience pros, the ICMI Contact Center Expo is where innovation meets practicality. 💡 With a strong focus on improving customer interactions and leveraging the latest tools, it's a great event to help sharpen your strategy and improve operational efficiency. I'm excited to see the key takeaways from this year's sessions—definitely worth attending! 🌟 👉 Register before October 12th with promo code JOINJEANNIE! for $400 off: https://lnkd.in/gcPeMb2E #ICMI #ContactCenterExpo #CXLeadership #CustomerService

Creating loyal customers is often seen as the end goal. The raison d’etre for many companies. After all, loyal customers mean more revenue, more repeat business, more referrals… More, more, more! Yes, loyal customers mean more of the things we tend to want as CX leaders. But how do you define loyalty among your customers? How do you know when it’s actual loyalty? #CX #CustomerExperience #CustomerLoyalty #LoyalCustomers #CXStrategy

🎉 Happy Customer Service Week! 🎉 This week, we celebrate customer service! As a strong partner to customer experience, customer service focuses on immediate support and satisfaction and the customer experience depends on it. Together, they create a powerful partnership that ensures every interaction leaves a lasting, positive impression. Let's honor the teams that make this possible! #CustomerServiceweek #CustomerExperience #CX #CustomerService

Streaming platforms like Amazon Prime initially disrupted the market with ad-free viewing and original content. However, Amazon's recent announcement of increased ads signals a shift in strategy. Their decision stems from lower-than-expected customer loss, suggesting that maybe they've found an optimal balance. This move prioritizes revenue growth through expanded advertiser options rather than revenue growth via enhancing customer experience. It's a departure from the original disruptive model of ad-free viewing, knowingly moving away from customer preferences. As industry leaders revert to traditional practices, it's time for a new wave of innovation. My question: How will established media companies respond to disrupt the disruptors? It's not enough to disrupt once. Customers "voted" for ad-free by paying for these services. Now, they're back to evaluating what's really in it for them. Are you prioritizing short-term gains or long-term customer loyalty? The world today moves very fast. A proactive, intentional, customer-centric approach, while driving innovation to stay ahead, is crucial for success. I'll be watching not only what happens here, but how others respond. Are you a Prime customer? Will this drive your decision to continue to be one? #customerexperience #customercentric #loyalty #streaming

Ever have a sneaking suspicion something just isn’t right, but you don’t know how to fix it? Is that happening with your organization’s customer experience design for service delivery? Lately, I’ve seen a lot of good intentions go awry with customer experience. And, a lot of leaders and followers defend the INTENTIONS of the design instead of dealing with the reality of the situation. Your customer experience design may need work. I share a few examples from my consulting and speaking work in this article. See if you recognize anything in your organization. #CX #CustomerExperience #CXDesign #CXStrategy #CXLeader

It's CX Day! Let's raise a glass to all the incredible customer experience professionals out there. Your hard work and dedication make a significant difference in the lives of countless customers. Thank you for everything you do. #CXDay #Celebration #CustomerExperience #CX