CX Pulse Check - August 2025

Experience Action

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17d ago 31:06

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What's happening in CX today? In this episode, we'll explore the gap between CX ambition and execution. Camille Kremer, Senior Director of Customer Experience at Holiday Inn Club Vacations, joins Jeannie Walters for this CX Pulse Check to share how her team built a comprehensive CX program over five years—drawing on the powerful metaphor of bamboo growth: years of unseen root work before visible success emerges.

With only 17% of executives confident in their CX delivery, despite nearly half calling it a top priority, we unpack what it takes to bridge that divide. Camille walks us through how her team built trust, accountability, and alignment, warning that mismatched expectations are the “rotten tomato” that can spoil even the best CX plans.

We also explore how Verizon is using AI not to replace humans, but to enhance experiences—automating routine tasks while expanding human support.

Throughout, one theme stands out: lasting CX transformation depends on psychological safety. Innovation only happens when teams feel safe enough to try, fail, and learn.

About Camille Kremer:
Camille is the Senior Director of Customer Experience at Holiday Inn Club Vacations. She and her team lead the CX strategy, and drive enterprise-wide improvements based on customer feedback. With 20 years of experience leading large-scale operational and transformational change across multiple industries, she is passionate about turning analytics into meaningful action. Her background in sociology, informatics, quality assurance, and lean continuous improvement fuels her commitment to creating positive change for both businesses and customers.

When she visits her parents in Louisiana, Camille still loves tending to the bees in her father's apiary - a hobby they've done together for 30 years.

Follow Camille on...
LinkedIn: https://www.linkedin.com/in/camillekremer/
Articles Mentioned:
- Global execs say CX is crucial to success but most still struggle to optimize its performance (VISION by Protiviti) -- https://vision.protiviti.com/insight/global-execs-say-cx-crucial-success-most-still-struggle-optimize-its-performance
- Marketing Promised. CX Didn’t Deliver. Here’s the Cost. (CMSWire) -- https://www.cmswire.com/customer-experience/marketing-promised-cx-didnt-deliver-heres-the-cost/
- Verizon Announcing AI-Powered 'Customer Experience Transformation' (Newsweek) -- https://www.newsweek.com/verizon-announcing-ai-powered-customer-experience-transformation-2089472

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/)

Chapters

1. CX Pulse Check - August 2025 (00:00:00)

2. CX Pulse Check Introduction (00:00:10)

3. The Gap Between CX Goals and Execution (00:03:24)

4. Building CX Infrastructure: The Five-Year Journey (00:08:26)

5. Marketing Promises vs. CX Delivery (00:13:30)

6. Verizon's AI-Powered CX Transformation (00:22:32)

7. The Future of AI in Customer Experience (00:27:45)

130 episodes

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