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Creating A Proactive Customer Experience
Customers today seek personalized, proactive, and powerful experiences. They want to be seen, understood, and served in modern and convenient ways. Jeannie Walters CCXP, has worked with brands all over the world to develop and deliver positive, proactive, and meaningful experiences for customers and employees alike. How should you design customer journeys to speak to their concerns, answer their questions, and move your customers from “curious” to “converted”? Jeannie has defined customer experience in specific and actionable ways that lead to business results. · Customer experience is a MINDSET. · Customer experience is a STRATEGY. · Customer experience is a DISCIPLINE. In this keynote presentation, audience members walk away with ideas to use immediately to take action and not just talk about customer experience.
How Micromoments Make A Big Impact In CX
Leaders are often taught to think about the big picture, but there’s plenty of magic in the details — especially when it comes to the thousands of ways customers can interact with your brand every day. What happens when these customer experience “micromoments” go ignored? In this session, Jeannie Walters, CCXP challenges us to think about each interaction customers have with our brands and how easily the impact of those moments is overlooked. She’ll discuss why micro moments are so important, the data behind this thinking and how to identify opportunities in your own brand’s customer journeys to make meaningful change.
Jeannie Walters is an award-winning customer experience expert, international keynote speaker, and Founder of Experience Investigators, a firm that’s pioneered helping companies increase sales and customer retention through elevated customer experiences. Trailblazing the movement from “Reactive Customer Service” to “Proactive Customer Experience,” Jeannie is considered the leading authority for improving both employee and customer relationships. A Certified Customer Experience Professional and charter member of the Customer Experience Professionals Association, Jeannie’s worked with numerous Fortune 500 companies including Orangetheory Fitness, SAP, Comcast, and JPMorgan Chase. As a Professional Member of the National Speakers Association, Jeannie has spoken to tens of thousands of people across three continents on the power of proactivity to increase brand loyalty. A sought-after business coach and educator, Jeannie’s partnered with MarketingProfs as a Masterclass Instructor and has had over 500,000 people go through her courses on LinkedIn Learning. She launched CXI® Flight School in 2023 to connect overwhelmed leaders with guided support and education. Passionate about demystifying the process for improving customer experience, Jeannie has published thousands of articles, and her insights have been featured in Forbes, The Chicago Tribune, Wall Street Journal, and many more.
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