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Posts by Jeannie Walters

About Jeannie Walters

Jeannie Walters is CEO of Experience Investigators™ by 360Connext and a customer experience speaker, writer, and consultant with more than 20 years experience in assisting all types of companies, including Fortune 500. Specialties include in-depth customer experience evaluations, customer journey mapping, user experience analysis, and leading workshops and training programs.

Five Effective Check-ins to Gauge & Improve Remote Learner Experience

Five Effective Check-ins to Gauge & Improve Remote Learner Experience

Jun 2, 2020

We’re all learners right now. Most workers, still clocking in from home, are learning skills they didn’t know they needed....

Tackling Transitions in Your Employee Experience

Tackling Transitions in Your Employee Experience

May 12, 2020

Organizations have learned a lot collectively in the last few weeks and months. They learned how to transition to a...

Seven Tips for Training Remote Workers

Seven Tips for Training Remote Workers

Mar 30, 2020

Many of us are working from home, managing a team remotely, or working in a disrupted environment. It’s the state...

How Should the Learner’s Journey Fit into the Employee Journey?

How Should the Learner’s Journey Fit into the Employee Journey?

Feb 27, 2020

I’m really encouraged by the amount of focus and attention leaders are beginning to put on the employee experience. Not...

Onboarding Employees for Great Experiences

Onboarding Employees for Great Experiences

Jan 29, 2020

It’s generally accepted that onboarding employees is a critical first step in their employee experience. It’s also good for the...

Customer experience isn’t my job

Customer experience isn’t my job

Dec 12, 2019

Is customer experience everyone’s job? Yes… and no. It’s a little too easy to state that it’s everyone’s job because...

Why Non-Customer-Facing Teams Need Customer Experience Training

Why Non-Customer-Facing Teams Need Customer Experience Training

Dec 3, 2019

There is a common refrain (dare I say, excuse?) from teams who don’t see themselves as dealing with customers. They...

Salespeople: It’s Halloween but Don’t Be Creepy

Salespeople: It’s Halloween but Don’t Be Creepy

Oct 30, 2019

A little more than a year ago, SAP implored other tech companies, “Don’t be creepy!” The request was in regard...

Your Company’s Growth Demands CX Training

Your Company’s Growth Demands CX Training

Oct 8, 2019

We joke about the way some people can just get things to go their way simply by being them. You...

Your Culture Needs More CX Training

Your Culture Needs More CX Training

Aug 7, 2019

Business leaders are concerned about keeping up with future demands from customers, and rightfully so. In a recent survey conducted...

Does Your Sales Team Have Bad CX Habits?

Does Your Sales Team Have Bad CX Habits?

Jun 26, 2019

Leaders want to deliver exceptional experiences. We all want to deliver for our customers, starting with a sales experience that...

Expectations, Education and Exceptional Experiences

Expectations, Education and Exceptional Experiences

May 23, 2019

I had the wonderful opportunity to speak to a group of learning professionals and others at SAP Customer Experience LIVE...

All Roads Lead to Customer Experience

All Roads Lead to Customer Experience

May 6, 2019

Before I jump into today’s post, All Roads Lead to Customer Experience, please allow me to invite SAP Customer Experience LIVE...

How emotions influence education

How emotions influence education

Mar 21, 2019

Do you know how your learners feel about their learning experiences? The more we learn about emotions, the more we...

How training sets the stage for your customer experience

How training sets the stage for your customer experience

Feb 21, 2019

Training is more than we often think it is. It’s a way to teach standards, procedures, processes. It’s also a way...

3 customer-centric ideas to rock your cultural transformation

3 customer-centric ideas to rock your cultural transformation

Jan 31, 2019

Transformations are everywhere lately. We’re talking about and hearing about digital transformation, business transformation, transformation acceleration and cultural transformation in...

Engaging Employees to Learn as Part of Your Customer Experience Strategy

Engaging Employees to Learn as Part of Your Customer Experience Strategy

Dec 19, 2018

The best customer experiences are outcomes of the best employee experiences. Employees can only deliver on great experiences by feeling...

Three ways to make learners more comfortable with L&D

Three ways to make learners more comfortable with L&D

Nov 29, 2018

This holiday season, the trends around gifts for adults can be classified by one word – comfort. Adults are asking...

The DNA of a Customer-Focused Sales Team

The DNA of a Customer-Focused Sales Team

Nov 2, 2018

In the United States alone, the amount invested in sales training each year is staggering – a whopping $800 billion!...

3 ways to prevent employee burnout in the contact center

3 ways to prevent employee burnout in the contact center

Oct 9, 2018

There is a strange dichotomy in customer service organizations. Customer service, at its core, should be joyful. It feels good...

Your salespeople need more education about customer experience

Your salespeople need more education about customer experience

Aug 29, 2018

Customer experience, in all its complexity, really is about one thing to your customers. Expectations. Think about your own customer...

How much education does your marketing require?

How much education does your marketing require?

Jul 27, 2018

We live in a complex world, and many of our products and services are reflecting that. In many organizations, it’s...

How Your Mission Defines Your Customer Experience, And How to Train for it!

How Your Mission Defines Your Customer Experience, And How to Train for it!

Jun 26, 2018

A simple question often stumps the best of leaders. It’s one of those questions that should be on every corporate...

Leverage your customer service superstars to train for success!

Leverage your customer service superstars to train for success!

May 24, 2018

There are superheroes in your organization.   They handle customer issues with ease and understand how to juggle many tasks...

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