What if the fastest answer isn’t the right one? We unpack the tension between speed and resolution in customer experience, exploring why AI bots can erode trust when they chase efficiency instead of fixing the real problem. With guest co-host Jennie Lewis of Airship, we dig into pragmatic ways to use AI as an amplifier for empathy.

We also step into hospitality, where automation has raced ahead with mobile keys, kiosks, and virtual front desks. Convenience is great—until an empty lobby at midnight changes how safe a guest feels. From solo travel realities to on-the-ground service design, we discuss how to widen the journey map beyond “check-in to room” and include the edge cases that define trust.

Then we tackle dynamic pricing. There’s a world of difference between rewarding loyalty and playing whack-a-mole with rates. We call out practices that feel predatory, highlight proactive offers that build goodwill, and suggest clear guardrails that prevent sticker shock.

If you care about CX that feels human and scales gracefully, this conversation will sharpen your playbook. Subscribe, share with a colleague, and leave a quick review.

About Jennie Lewis:
Sr Manager, Customer Insights at Airship

Jennie Lewis is a value-focused researcher who transforms complex data into revenue-driving narratives. An expert in quantifying CX ROI, she began as a self-taught coder automating emails for GM before leading agency teams that supported iconic brands like Marriott, Chase, and Marvel. She bridges the gap between technical data and business strategy, managing a portfolio of research results that achieve increased influenced revenue. Certified by Northwestern, eCornell, and Google, Jennie is a recognized thought leader and mentor dedicated to proving that great customer experience is a measurable driver of growth.

Follow Jennie on...
LinkedIn: https://www.linkedin.com/in/jennie-lewis/

Articles Mentioned:
- Customer service AI bots not ready for prime time, survey suggests (Consumer Affairs)
- Ireckonu- 2025 year in review: What had happenend in the hospitality technology industry? (Breaking Travel News)
- Asda’s unhappy shoppers give boss food for thought (The Times)

Resources Mentioned:
Women In CX Community
Order your copy of Experience Is Everything
Experience Investigators Website

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 if the fastest way to beat your competitors isn’t a new feature, but a better feeling at every step of the journey? In this episode, we explore how experiential innovation—improving how customers move, decide, and feel—outperforms price wars, builds trust, and turns small moments into big wins.

Using the CXI Navigator, we break down how leaders align clear intent, cultural commitment, and real customer behavior to reduce friction and increase reassurance. From Uber and Netflix to B2B organizations like Vanguard, the pattern is consistent: spot hesitation, simplify paths, and guide people forward with confidence.

With data showing customers will abandon even beloved brands after a single bad experience, the stakes are clear. This conversation shares practical ways to design calmer, clearer journeys that drive loyalty, speed, and long-term growth. Subscribe for more practical experience strategies, share this with a teammate who owns a part of the customer journey, and leave a review.

Resources Mentioned:
Learn more about CXI Membership™ and apply -- CXIMembership.com
Order your copy of Experience Is Everything -- experienceiseverythingbook.com
Experience Investigators Website -- 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/)

Ever feel like your journey map leaves teams on the sidelines? In this episode, we explore a practical way to make customer journey mapping more inclusive without losing the customer’s voice. We reframe journey mapping as a verb—one that engages cross-functional partners, incorporates frontline insight, and is grounded in customer data—while keeping the focus on real customer moments like triggers, actions, emotions, and outcomes (not org chart debates).

From there, we introduce service blueprinting as the execution layer that turns insight into action. You’ll hear how blueprinting clarifies what happens front stage and backstage, and how people, processes, systems, and tools support—or hinder—the experience you’re trying to deliver.

Along the way, we share practical tips for building alignment and shared ownership: inviting stakeholders who felt left out, defining goals that cut across teams, and tying internal decisions to customer outcomes. We also discuss the constraints and gaps that surface when teams blueprint together, plus the kinds of measurable improvements you can expect. Whether you’re refreshing an existing map or pairing it with your first blueprint, this conversation offers grounded guidance for creating clarity, momentum, and more connected CX work.

Have a question you want us to tackle next? Leave it at askjeannie.vip, explore more tools inside our CXI Membership, and pre‑order Experience Is Everything to deepen your practice. If this conversation helped, follow the show, share it with a teammate, and leave a quick review to support the community.

Resources Mentioned:
Learn more about CXI Membership™ and apply -- http://CXIMembership.com
Customer​​ Service Blueprinting [LinkedIn Learning Course] -- https://bit.ly/lilblueprint
Customer Experience: Journey Mapping [LinkedIn Learning Course] -- https://bit.ly/liljourneymap
Order your copy of Experience Is Everything -- http://experienceiseverythingbook.com
Experience Investigators Website -- 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/)

B2B relationships are rarely simple. Behind every account are buyers, end users, operators, and executives—each with different goals, pressures, and definitions of success. In this episode, we unpack how to design for roles, not just accounts, and how to anchor decisions to a shared definition of success everyone agrees on up front.

We walk through a practical approach to role-based journey mapping, showing how to surface friction, clarify what success looks like for each role, and navigate competing priorities without politics. You’ll hear how to spot misaligned incentives, rebalance when one team bears the cost while another captures the value, and use a clear North Star to make smarter trade-offs. We also get tactical on role-based communication—what executives, buyers, end users, and operators actually need to hear—and why your most important job is acting as a translator between metrics, outcomes, and real business impact.

If you’re juggling competing priorities inside complex B2B relationships, this conversation gives you a repeatable framework for alignment, decision-making, and momentum.

Resources Mentioned:
Take the CXI Compass® assessment -- CXICompass.com
Learn more about CXI Membership™ and apply -- CXIMembership.com
Order your copy of Experience Is Everything -- experienceiseverythingbook.com
Experience Investigators Website -- 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/)

Losing a customer hurts—but missing what their exit can teach you hurts more. In this episode, we unpack a two-phase offboarding feedback strategy that captures the truth twice: immediately after churn and again once customers have settled with a new provider. You’ll learn how to ask hard questions without defensiveness, why timing changes insight quality, and how to turn churn into actionable CX signals.

We cover the exact questions that surface breaking points, broken promises, and hidden process gaps—then show how to translate those patterns into leadership language around risk, speed, and results. Plus, why AI can support workflows but can’t replace trust, adoption, or accountability.

If you’re ready to move from CX heroics to consistent, scalable experience design, this conversation gives you the framing, timing, and questions to start.

Please subscribe, share with a teammate, and leave a review to help other CX leaders find the show.

Resources Mentioned:
Learn more about CXI Membership™ and apply -- http://CXIMembership.com
Order your copy of Experience Is Everything -- http://experienceiseverythingbook.com
Experience Investigators Website -- 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/)

Start the year with clarity instead of clutter. We’re sharing five decisive questions that help you cut noise, design automation that still feels human, and align your customer experience strategy with outcomes your executives and your customers actually care about. If AI, tight budgets, and shaky trust are pulling you in every direction, this conversation gives you a practical way to choose what matters and let the rest go.

We dig into where value is truly created across your journey and where activity masquerades as progress. You’ll learn how to build a balance between fast, scalable automation and the empathy customers crave when stakes are high. We talk through using a CX mission and a success blueprint to connect initiatives to revenue, retention, cost to serve, and risk reduction—without resorting to vanity metrics. Along the way, we share how to craft human-centered stories that move leaders, and how to build guardrails so AI augments your team instead of eroding trust.

Customer expectations have shifted, so your insights need to as well. We outline practical methods for refreshing journey maps with real behavior, analytics, and interviews, and we show how co-creating with customers accelerates clarity. Finally, we turn the mission from a poster into an operating system: a tool for prioritizing roadmaps, guiding trade-offs, and running quick post-launch reviews that keep experience quality high. Call this the year of intention—simplify, align, and keep showing up with respect and consistency.

If this resonates, follow the show, share it with a teammate who’s buried in dashboards, and leave a quick review to tell us which question you’ll tackle first. Your feedback helps more leaders find the tools to build trust and deliver results.

Resources Mentioned:
CX Mission Statement Workbook -- https://bit.ly/cx-mission-workbook
CX Success Statement Workbook -- https://bit.ly/cx-success-workbook
Order your copy of Experience Is Everything -- http://experienceiseverythingbook.com
Experience Investigators Website -- 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/)

Clicking “buy now” shouldn’t feel like shouting into the void. In this episode, we explore how digital retail can feel more human by pairing smart personalization with trust-building micromoments. Instead of proving what we know, we focus on what customers need next: clear fit guidance, delivery transparency, and friction-removing policies that build confidence before checkout.

We share practical moves you can use this week—from confirmations that speak to the shopper (not the order number) to shipping updates in plain language, short stylist videos, and behind-the-scenes warehouse moments. We also cover how to use chat well: being upfront about bots, designing warm handoffs to humans, and giving AI a role that feels helpful, not blocking.

Reassurance is the real conversion multiplier. We talk about sizing honesty, responsible return signals, clear expectations on duties and timelines, and how to keep the warmth going after checkout. The simple test we return to again and again: would this message feel kind and useful if you sent it to a friend?

If these ideas help, subscribe for more customer experience strategies, share this episode with your team, and leave a quick review so others can find us. Your feedback shapes what we explore next.

Resources Mentioned:
Order your copy of Experience Is Everything -- http://experienceiseverythingbook.com
Experience Investigators Website -- 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 if customer experience stopped living in customer service and started living in the core of your business? We tackle a listener’s challenge and turn it into a practical playbook: define a shared mindset, build a success blueprint tied to revenue and cost, and practice the daily discipline that makes change stick. Along the way, we share the one-line definition leaders can use to rally teams: customer experience is the system we build to deliver on the promises we make.

We start by stripping away the fuzziness around CX. Instead of ten different definitions across the company, we push you to craft a clear CX mission statement that guides choices in sales, product, marketing, operations, and HR. From there, we elevate CX from reactive troubleshooting to proactive design—fixing upstream processes that create downstream tickets, refunds, and churn. The message to skeptics is grounded and simple: fewer service issues, lower cost-to-serve, stronger retention, and more referrals.

Then we map CX to executive priorities with a customer experience success blueprint. We talk through how to align with the CFO’s bottom line, show the CMO how advocacy can lower paid media spend, and help product and operations choose fixes that move the needle. You’ll hear how to translate friction into financial levers, set a tight measurement set that includes outcome, perception, and behavior metrics, and build governance that runs like any other business function. Finally, we offer storytelling tips to earn buy-in, celebrate small wins, and keep momentum through the long, non–light switch journey of change.

If this resonates, share it with a colleague who still thinks CX is a department. Subscribe for more practical plays, leave a quick review to help others find the show, and send us your questions—your challenges fuel the next conversation.

Resources Mentioned:
Order your copy of Experience Is Everything -- experienceiseverythingbook.com
Experience Investigators Website -- 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/)