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Where do you start with customer experience strategy?
As a CX leader, you’ve probably faced the overwhelming question: Where do I start? In this episode, Jeannie Walters explores this challenge and shares how to find clarity when building a customer experience strategy.
Drawing from real conversations with CX leaders, Jeannie introduces the CXI Navigator Framework, which highlights four essential parts of an effective strategy:

Intentional Success – Defining what success really looks like.
Customer Collaboration – Listening to and engaging with customers meaningfully.
Cultural Commitment – Building a culture where everyone plays a role in CX.
Experiential Innovation – Looking ahead to disrupt and improve through the customer experience.

You’ll also hear how the CXI Compass can help you pinpoint where to begin, whether it’s strengthening culture, refreshing a Voice of the Customer program, or sparking innovation.
If you’ve ever struggled to know the right starting point, this episode offers practical guidance to help you prioritize, define success, and create momentum in your customer experience journey.
Resources Mentioned:
Take the CXI Compass® assessment -- https://CXICompass.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/)

Chapters

1. Executive Coaching Conversations (00:00:00)

2. Defining CX Success (00:01:26)

3. The CXI Navigator Framework (00:02:55)

4. Experiential Innovation (00:05:20)

5. Where to Start (00:06:50)

6. Resources and Call to Action (00:09:05)

140 episodes

#Business #Marketing #Jeannie Walters, CCXP #CCXP #Jeannie Walters #Customer Experience #Customer Service #Customer Support #Company Culture #Employee Experience #Cx Leader #Leadership #Sales #MBA #B2B #B2C