Episode 9: Member Service is not what you think it is with Jeannie Walters

So, what can you expect to hear from our master of CX, Jeannie Walters? What led her to want to improve CX at organizations all over the globe. For Jeannie, it was- and is- all about "advocating for customers." The process she undertakes to help organizations improve their CX. Hint: It starts with taking a good look at what the real goal is. Insight into her still-popular 2012 TEDx talk on micro-moments: those "small moments that are often neglected," but offer huge opportunities for financial service providers to- well- provide in the best possible way. How to implement consistent, high-level customer or member experience at your bank and credit union. Jeannie touches on unique challenges facing the financial industry and encourages innovation, "regardless of regulations." (Little tip: Don't ever use the phrase, "That's just the way it's always been done," around her. She might just flip over a table.) Insider stories about Customer or Member Experience failures, and lessons learned from them. Actionable things banks and CUs can do today to ensure they're really delivering the best customer experience possible.