Are you keeping pace with what your customers really expect? Customer behaviors—where they abandon journeys, which tools they use, and how they move between channels—reveal critical, unspoken expectations. Your competition isn’t just your industry; it’s every standout experience your customers have elsewhere.

AI holds powerful potential—but not as just a cost-saver. When applied strategically, it becomes an experience amplifier, enabling personalization, speed, and emotionally intelligent interactions at scale.

Modern customers build their own journeys across brands, platforms, and touchpoints. To stay relevant, CX leaders must respond with modular strategies, real-time responsiveness, and a bold, values-driven identity. The next generation of customers is already telling us: loyalty is earned through alignment, not just convenience.

Curious about where to start? Visit CXIMembership.com for on-demand resources, live events and a community of professionals tackling these same challenges. The future of CX demands we become true experience investigators – approaching our work with both strategic discipline and genuine curiosity about what tomorrow's customers will expect.

Resources Mentioned:
Experience Investigators -- https://experienceinvestigators.com
Learn more about CXI Membership™ and apply -- http://CXIMembership.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 we recognize employees as multi-dimensional humans instead of just job titles? The results can transform both customer and employee experience in powerful ways.

In this CX Pulse Check, John Garrett, author of What's Your And?, shares how companies that invest in employee experience see powerful returns—like 28% revenue growth and 50% higher sales from customer-facing teams who feel valued.

From knitting groups at ServiceNow to Starbucks choosing people over AI, we explore how personal passions at work drive connection, loyalty, and business success. John also highlights the need to support high-performing employees to prevent burnout and sustain long-term engagement.

This conversation is a compelling reminder: when people can be themselves at work, everyone wins—employees, customers, and the bottom line.

About John Garrett:
John Garrett—award-winning author and people-centric leadership speaker—is on a mission to create thriving workplaces. What the CPA-turned-professional comedian turned two-time Emmy nominee may do best is champion the human side of professionals, consulting with organizations to develop more productive cultures while shining a light on their people’s rich lives outside of work. And his book, What’s Your “And”?, was named a Distinguished Favorite by the Independent Press Awards and it was recently featured in Forbes.

Learn more about John and "What's Your And?" at https://thejohngarrett.com or https://whatsyourand.com/

Follow John and What's Your And on...
X/Twitter: https://x.com/The_JohnGarrett
X/Twitter: https://x.com/Whats_Your_And
Instagram: https://www.instagram.com/John_R_Garrett
Instagram: https://www.instagram.com/WhatsYourAnd
LinkedIn: https://www.linkedin.com/in/thejohngarrett/

Articles Mentioned:
- Why These Companies Let Team Members Share and Explore Personal Passions at Work (Built In Seattle) -- https://www.builtinseattle.com/articles/why-these-companies-let-team-members-share-and-explore-personal-passions-work
- To Leverage Employee Passion, Save It for When It Counts (Harvard Business School) -- https://www.library.hbs.edu/working-knowledge/in-cost-cutting-era-save-passion-for-when-it-counts
- Starbucks doubles down on baristas, not AI, to fix its customer crunch (Business Insider) -- https://www.businessinsider.com/starbucks-investing-humans-rivals-bet-ai-2025-5

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/)

There's a world of opportunity waiting for marketing professionals looking to pivot into customer experience. In this episode, we tackle a timely question from a recent graduate wondering how to leverage his marketing background to break into CX.

Marketing and customer experience share significant DNA - both focus on understanding customers, building relationships, and communicating value. The key difference? While marketing often zeroes in on conversion, CX professionals must adopt a holistic view of the entire customer journey. Your marketing skills in audience segmentation, messaging, and basic journey mapping provide a solid foundation, but success in CX requires shifting your perspective to consider how customers feel at every touchpoint, from first awareness through ongoing loyalty and even departure. The full customer journey extends far beyond the sale.

You have foundational skills that will set you apart in customer experience, and you're joining a field known for collaboration and knowledge sharing. Connect with the CX community, explore resources like our Learning Center at experienceinvestigators.com, and embrace the journey of continuous growth that defines this dynamic profession.

Resources Mentioned:
Experience Investigators -- https://experienceinvestigators.com
Learn more about CXI Membership™ and apply -- http://CXIMembership.com
Take the CXI Compass™ assessment -- http://cxicompass.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/)