What truly creates an exceptional employee experience? The answer goes far beyond competitive compensation and trendy office perks.

Employee and customer experiences are inextricably linked - you simply cannot separate these two crucial elements of business success. When employees feel valued, aligned with purpose, and empowered to make decisions, that positive energy naturally flows through to customer interactions, driving better results for everyone.

The foundation of great employee experience rests on three essential pillars. First, a purpose-driven culture rooted in a clear mission statement gives employees something bigger than themselves to work toward. Second, employees need clarity around what success looks like and how their specific role contributes to it. The third pillar is genuine empowerment through proper tools, training, trust and support.

While benefits and compensation matter, they're merely table stakes. The true elevation of employee experience comes when people connect to purpose and understand that customer experience is everyone's business.

Ready to transform your employee and customer experiences? Visit experienceinvestigators.com for resources or join our membership at cxmembership.com to access on-demand courses that will help you build a truly customer-centric organization from the inside out.

Resources Mentioned:
Download the free CX Mission Statement Workbook -- https://bit.ly/cx-mission-workbook
Get the Employee Journey Map Template -- https://bit.ly/ejmtemplate
Learn more about CXI Membership™ and apply -- http://CXIMembership.com
Experience Investigators -- https://experienceinvestigators.com

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

What happens when customer experience principles meet public service? Jeannie Walters answers a thoughtful question and explores how government agencies and public institutions can create exceptional citizen experiences despite not being driven by traditional profit motives.

The conversation begins with reimagining success metrics beyond customer acquisition and retention. For public sector organizations, value creation takes different forms—like operational efficiencies, higher compliance rates, and broader service accessibility. Jeannie explains how connecting back to purpose through an experience mission statement creates the foundation for meaningful improvements that align with public good.

Journey mapping emerges as a powerful tool for identifying friction points in citizen interactions. By examining specific processes with clear goals and scope, organizations can simplify procedures, humanize interactions, and clarify requirements—addressing common complaints about government bureaucracy.

The podcast explores practical strategies for co-creation with citizens, employee empowerment, and designing for inclusivity. Jeanne shares compelling examples of public institutions that transformed service delivery models to reach underserved populations, demonstrating that creativity and empathy can flourish even within government frameworks. Her insights on communication improvements, measuring meaningful metrics, and sharing success stories provide a roadmap for any public sector organization ready to elevate their citizen experience.

Ready to transform your organization's approach to citizen service? Listen now for actionable strategies that respect people's time, needs, and dignity—ultimately strengthening public trust and delivering on your mission.

Resources Mentioned:
Experience Investigators -- https://experienceinvestigators.com

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Artificial intelligence is revolutionizing customer experience—but are businesses applying it with care? In this compelling episode, CX expert Jeannie Walters sits down with Ovetta Sampson, an AI design leader with a decade of experience at IDEO and Google, to explore how companies can harness AI without compromising trust.

Ovetta challenges common assumptions with a powerful statement: “AI is neither artificial nor intelligent.” From chatbots that fabricate policies to biased algorithms in loan approvals, she shares eye-opening examples of how AI can go wrong—and what to do about it.

Learn why AI needs continuous testing, feedback loops, and what Ovetta calls “Mike Tyson proofing” to avoid delivering broken experiences. She also offers a practical framework for implementation: focus AI efforts on your most frustrating customer touchpoints, not just where it’s easy.

Looking to use AI more effectively in your organization? Ovetta is offering listeners an exclusive discount on to our listeners. Start building smarter, safer customer experiences. Use the coupon code "experience" for a 50% discount on one of the following:

• 1 hour coaching session ($300 regular price)
• 1 hour AI Risk Assessment session ($300 regular price)
• 90-minute CEO lunch ($1500 regular price)

Coupon Code is: experience

Redeem at www.rightainow.com/appointments

About Ovetta Sampson:
Named one of the Top 15 People in Enterprise Artificial Intelligence by Business Insider in 2023, Ovetta Sampson is a tech industry leader who has worked with multiple technologies to help solve some of the biggest problems facing multiple industries. Leading engineers, designers and researchers, at top companies such as Microsoft, IDEO and Capital One, Ovetta has been designing and developing machine learning, artificial intelligence and enterprise software solutions for more than a decade. She left her last job as Director AI and Compute Enablement at Google to found Right AI, a consultancy that helps organizations and businesses minimize the human engagement risks when implementing AI.

Follow Ovetta on...
LinkedIn: https://www.linkedin.com/in/ovettasampson/

Articles Mentioned:

• A Contact Center Chatbot Invents Company Policies, Now Customers Want Out (CX Today)
• When Algorithms Deny Loans: The Fraught Fight to Purge Bias from AI (IoT For All)
• Singapore Airlines Elevates Customer Experience With $45 Million Investment In Changi Airport (Breaking Travel News)

Resources Mentioned:
Experience Investigators -- experienceinvestigators.com

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)