Experience is Everything - Interview with Jeannie Walters

Today’s episode of the Punk CX podcast features a recent chat I had with Jeannie Walters, who is the Founder and CEO of Experience Investigators, an international keynote speaker, and an author. Jeannie and I caught up at a recent event we were both at, and I took the opportunity to have a chat with her about her new book: Experience is Everything: Making Every Moment Count in the Age of Customer Expectations. We chat about the origin of the book, CX Foundations, the importance of mindset, four key questions that every CX leader should be asking, why they should also be thinking about what their organization and leaders need, and why it’s nearly impossible to deliver a great customer experience without creating a customer-first culture. This interview follows on from my recent interview – The unstructured data revolution in CRM – Interview with David Roberts of SugarCRM – and is number 581 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.