Experience Is Everything: The CX Podcast with Jeannie Walters
Experience Is Everything: The CX Podcast with Jeannie Walters is where customer experience leaders get real strategy for building what comes next, not just managing what already happened. It explores what it actually takes to build proactive customer experience: the mindset that shapes how your team sees every interaction, the strategy that turns that mindset into a plan, and the discipline that makes it stick day after day. Hosted by Jeannie Walters, CCXP, CSP, and author of the USA Today bestseller Experience Is Everything, each episode gives CX leaders real answers they can put to work immediately.
Experience Is Everything: The CX Podcast with Jeannie Walters
Process Improvement VS. Customer Experience
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❔"Is customer experience and process improvement the same thing?" ❔
This is a very interesting question! For starters, we need to think of it as a "yes, and" scenario. Business plans tend to focus on what's happening INSIDE the organization, while customer experience is often happening outside what you do. Customer experience is the end-to-end experience that the customer is having with your brand, and it's happening if you're being intentional or not. So let's be intentional!
In this episode, Jeannie talks about
- Business processes and customer experience management
- Where our focus needs to be for CX and business processes
- Reviewing business goals in relation to customer experience
- How to get this outside lens of what's happening with your business
Resources Mentioned:
Experience Investigators Website -- experienceinvestigators.com
Customer Service Blueprinting [LinkedIn Learning Course] -- bit.ly/lilblueprint
Article: Service Blueprinting and the Next Normal -- experienceinvestigators.com/service-blueprint-how-to/
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Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)
