Welcome to CX Leadership Talks, where we delve into the world of customer experience leadership and innovation. In this episode, Nienke Bloem is joined by the dynamic entrepreneur and CEO of Experience Investigators, Jeannie Walters. Together, they explore the multifaceted world of customer experience and the why, how and what of successful CX leaders.
In this episode
Jeannie shares her wisdom and experiences, offering valuable insights for aspiring CX entrepreneurs - from resilience in the face of criticism to the intricacies of building and managing a CX team.
The conversation also touches on the importance of staying ahead of trends in ethics, diversity, and global customer inclusivity, providing a comprehensive view of the challenges and opportunities in the CX landscape.
So, join us as we uncover the secrets to effective CX leadership with Jeannie Walters on CX Leadership Talks!
About Jeannie Walters (visit her LinkedIn profile here)
Jeannie helps business leaders - from individuals to small businesses to Fortune 1000s - learn and apply customer-centric initiatives that benefit their customers, employees and bottom line. She believes CX is about the actions your team takes on a daily basis to use these tools to serve the larger organizational goals. Jeannie approaches CX strategy this way: “Let’s build the right vision, strategy and outcomes around customer experience to meet or exceed our larger company-wide goals.” Working with cross-functional leadership, she helps organizations make CX a part of their everyday culture instead of a one-off initiative that’s quickly forgotten about.
Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership.
Timestamped overview
00:00 Celebrating successful podcast, helping leaders with experience.
05:03 Organizations adapted to customer experience amid change.
08:27 Strong communication crucial for getting leadership support.
10:18 Spice up leadership, challenge, communicate, take action.
15:26 Organizations should connect activities to progress effectively.
18:13 Realizing the importance of outdoor time.
21:42 Understanding the impact and challenges of AI.
23:32 Ethics, diversity, and risk management in organizations.
30:03 Success is not a straight line.
33:20 Team includes COO, CMO, social media support.
34:25 Various arrangements with contractors, almost full-time. Team environment, sharing unique skills.
38:40 Established CXI Flight School to bridge gap.
41:43 Specialize in CX for professional success.
45:19 Morning routine: workout, meditate, journal, plan.
47:54 Listen to diverse podcasts for marketing inspiration.
Jeannie’s recommendations
Podcast ‘Hidden Brain’ with Shankar Vedantam
Podcast ‘How I built this’ with Guy Raz
The CMO Podcast with Jim Stengel
And of course, Jeannie’s own podcast: Experience Action
#22 Game On! Spice up your CX Workshops with gamification – and everything you want to know about the Customer Experience Game with Babs Asselbergs
#21 Everything you always wanted to know about the International Customer Experience Awards, with Vuk Vukanovic
#20 Three ways to put System 2 Thinking into practical use for CX Leadership
#19 Nine tips for driving impact through Closing the Loop
#18 Pioneering CX in pensions: Martijn van den Berg's blueprint for success
#17 Crafting CX careers: Trends, traits, and triumphs with Jo van Riemsdijk, CX Recruitment Specialist
#16 Navigating the CX landscape: Strategies for successful leaders with CXPA’s CEO Greg Melia, CAE
#15 Powering CX with AI: Robbert Dijkstra's insights on leading the change
#13 Avoid these 5 mistakes in your CX Storytelling journey
#12 The CX Visionary: Bill Staikos on Redefining Experience Management
#11 The Data-Driven CX Revolution: all Insights for you as a CX leader from Barry Wildhagen
#10 Navigating the Year of the Wood Dragon: Education, Growth, and CX Leadership Choices
#9 CX Culture Reimagined - Learnings from ’Diamond in the Rough’
#8 Elevating Business Impact: The Magic of CX Leadership and Design-Centric Approaches
#7 The huge opportunities of Leadership Events for you as a CX professional
#6 Ian Golding: The Role of CX Leadership in Today’s World
#5 How to make moments EPIC in CX: the best insights from the book ”The Power of Moments”
#4 Edwin Koot, Allianz Benelux : Leadership Lessons: Stepping out of Your Comfort Zone for CX Success
#3 Seven strategies to boost your CX Leadership Authority and lead with success
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