Experience Is Everything: The CX Podcast with Jeannie Walters

Your Customer's AI Agent is Here

Did you remember to cancel that free trial or pause the subscription you're not using? The truth is most of us get busy, and a lot of business models quietly benefit

How To Lead Change When The Tools Keep Shifting with Gloria Gupta (CX Pulse Check - October 2026)

The fastest way to derail a digital experience is to treat change like a broadcast instead of a collaboration. We sit down for a CX Pulse Check with Gloria Gupta, Senior

Trust with a Capital T

Your AI just answered a customer. Now ask the uncomfortable question: do they trust it, and do they trust you more or less because of it? We dig into why trust is becomin

Reshaping CX with AI

CX budgets only grew about 2% this year, yet AI spending inside those same budgets jumped 38%. That math forces a hard question: if the total pool barely changes, where d

Fund This. CX Trends to Budget.

$3 trillion in global sales is at risk because of poor customer experience. That number is big enough to change how we think about CX budgeting, because it turns “experie

Speak the Language, Know the Value, Know Your Worth

Your customer experience metrics might be accurate and still fail to move the people who control budget, headcount, and priorities. We’re tackling the uncomfortable truth

Inside vs. Outside: Rethinking Who Sees Your CX Mission

Should your CX mission statement stay behind the curtain or belong in the hands of the people who actually deliver your customer experience? We tackle a sharp listener qu

Experience is Everything - New Podcast Name

The show has a new name, and it’s the kind of change that brings everything into focus. We’re now Experience Is Everything: The CX Podcast, because “experience” is bigger

The AI Trust Gap

AI is moving fast into customer service, but customers are pushing back. With 59% saying AI agents feel frustrating, "set it and forget it" automation is not enough. We

Intentional Struggle

Escape rooms have a weird superpower: they make people feel confused, stressed, and slightly panicked and customers still walk out saying it was the best hour of their we

Values Need to Lead the Way with Vincent Davis (CX Pulse Check - August 2026)

AI is forcing every customer experience leader to choose: chase efficiency at any cost, or scale service without losing the human heart. Jeannie Walters sits down with Vi

I'm Sick of Defending CX ROI

You can do great customer experience work and still lose the budget conversation if you walk into leadership meetings with the wrong proof. We’re tired of being asked to

The Customer Service Phrases That Break Trust

"We value your feedback.” “Thanks for your patience.” “We apologize for any inconvenience.” Most of us have heard these lines so many times that we can feel our skepticis

Why Empathy Training Beats More Tools

Calling empathy a “soft skill” sounds harmless until you see what it does to your customer experience and your retention numbers. We dig into the uncomfortable pattern wh

Stop Chasing Wow And Start Eating Your CX Vegetables with Nick Westergaard (CX Pulse Check)

Consistency sounds boring until you realize it’s the fastest path to trust and the easiest way to spot what’s broken. In this CX Pulse Check episode, Jeannie Walters is j

Build Momentum Without A Mandate

Most leadership advice assumes you already have the mandate, the budget, the buy-in, and the seat at the table. If you lead customer experience, you know that’s often fic

AI Won't Save Bad CX

AI is moving fast, but customer trust is moving the other way and that should make every customer experience leader pause. We’ve all seen the rush to deploy chatbots, aut

When AI Starts Shopping for Your Customers

AI agents are already shopping, comparing, booking, and contacting support for the customers we’ve spent decades trying to understand. That means customer experience is n

AI Guardrails For Customer Experience with Brandon McGovern (CX Pulse Check - June 2026)

If you’ve ever shouted “just let me talk to a person” at a chatbot, this one’s for you. Jeannie Walters is joined by special cohost Brandon McGovern, Senior Director of C

7 Days To CX Outcomes

Momentum is the thing every CX leader wants and almost nobody hands you. When you’re staring at a 12-month roadmap but drowning in daily requests, it’s easy to feel like