471: When the Frontline is the Last to Know

"Is customer experience training a one time process or is it ongoing?" Sounds like this one will have a pretty simple answer, right? As with all things in business, ongoing training is always beneficial. For customer experience (CX) training, this sometimes isn't as straightforward as other types of on-the-job training. We talk about CX and our goals, but we don't take the time to connect those with other departments, which can leave our CX programs feeling disjointed.  In this week's episode, Jeannie dives into this seemingly easy question in more detail. She talks about how having a pervasive view of customer experience in your company culture creates the best environment for CX to thrive. Listen for actionable tips and suggestions that you can implement within your company to improve your customer experience (and employee experience), from training onward. Learn more about your ad choices. Visit megaphone.fm/adchoices

"How do we get leadership or executive sponsorship initiatives that we want to tackle?" This is an AMAZING QUESTION! And a Jeannie favorite. The key to this answer is leadership buy-in. As a Customer Experience Leader, we know that investing in and executing customer experience is a winning strategy for business goals and objectives. But if company leadership isn't invested, all of our efforts can seem like they aren't working. In this week's episode, Jeannie talks about actionable ways that you can speak to your business leaders about customer experience, tips for getting them to buy-in and ways you can help achieve your business goals at your company. Remember, we're all in this together! Learn more about your ad choices. Visit megaphone.fm/adchoices

Welcome everyone to our very first episode of Experience Action! A customer experience podcast where we turn ideas into action. We hope that you are as excited to be here as Jeannie is! With over 20 years investigating the best and worst in customer experience, Jeannie Walters has heard A LOT of questions. In DMs, emails and voicemails, Jeannie has heard it all... and now she's here to give you the answers you need! So... how do we do this CX thing anyway? Join Jeannie as she gives real answers to real questions in handy, bite-sized audio nuggets (mmm... nuggets)! Learn more about your ad choices. Visit megaphone.fm/adchoices

This episode is special in so many ways. First, it’s the 500th episode of Crack the Customer Code! That in itself is an incredible thing, but this is also the season's finale and another bourbon summit. Unfortunately, this is also the last episode of the whole show. If you're not aware, Jeannie and Adam have mentioned several times that they are ending the podcast. However, they will still end it on a high! Even though it's the end, Adam and Jeannie have much to discuss. They'll tell you about everything they've learned over the years, the things that delighted them and what were the most challenging parts, and they'll even share a few tips for podcast hosts and guests. Lastly, make sure you stay tuned until the end to learn what these veterans of the CX world are planning in the months to come. Without giving anything away, know that you're bound to hear more from them. Learn more about your ad choices. Visit megaphone.fm/adchoices

As we sail off into the sunset of the Crack The Customer Code podcast, Adam and Jeannie reflect back to 2014 (when they started this podcast) on what they, their guests, and Forrester's predicted for customer experience trends in 2022. Adam and Jeannie delve into Forrester's 2014 article on predictions for the future of customer experience, and highlight several predictions of particular interest, including omni-channel service, mobile-first mindset, proactive engagement, and customer service agents. Learn more about your ad choices. Visit megaphone.fm/adchoices

Speed and responsiveness matter today, and even though the pandemic has changed the rules, some things are still carved in stone. Jay, Jeannie, and Adam will delve deep into this, and they'll touch upon how values are not just words but things that companies need to act upon. You'll also learn about Jay's interesting views on the future of CX and how AI and other modern technologies can improve the industry. Learn more about your ad choices. Visit megaphone.fm/adchoices

Nearing the end of the podcast, we are sure you can agree that it’s time to take a look at the past. That’s why this episode is dedicated to the history of Crack the Customer Code and CX in general. Customer experience has gone through a lot since the start of the podcast, especially when that came as a result of changes in things like technology, AI, and the internet.  Even though you’ve been with them for a long time, you still have a lot you don’t know about Jeannie and Adam. That’s why they’ll talk about their histories, most notably their beginnings in CX. So, tune in to one of the last few episodes of your favorite customer experience podcast to learn about all the things we’ve been through over the years.  Learn more about your ad choices. Visit megaphone.fm/adchoices

Jeff Toister’s first customer service interaction ended in a service failure. Vowing to learn from that experience, he became obsessed with customer service. Today, he guides organizations that want to build and grow a customer-focused culture. Learn more about your ad choices. Visit megaphone.fm/adchoices

There’s no such thing as perfection in customer experience, but there is perfect execution. And to reach that, you need to eliminate mistakes, especially the more common ones. To help you with that, Jeannie and Adam have decided to dedicate an entire episode to addressing these and how to avoid them. Companies tend to make many strategic mistakes that hurt their customer experience. They also make numerous other mistakes, and Jeannie and Adam aim to talk about all the crucial ones. By the end of the episode, you'll know exactly what you need to do in your company and how to treat your team and your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices

The future is for the optimists! There's a lot to be optimistic about in the future of CX, and that's precisely what we discuss here today with our guest, Jen Bailin. She is the Chief Revenue Officer at SAP Customer Experience (CX), one of the leading drivers of SAP growth. Jen Bailin has a lot of experience in CX, but she also has a lot of visions for the future. She shares exciting thoughts about the Metaverse and how important it will be in the future. CX will change, and we are already seeing shifts resulting from the pandemic, but also from a natural progression towards a different future.  Learn more about your ad choices. Visit megaphone.fm/adchoices