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Experience ActionAuthor: Jeannie Walters, CCXP
How do we do this customer experience thing anyway? Join award-winning customer experience (CX) expert Jeannie Walters as she answers real questions from overwhelmed leaders! Let's turn ideas into ACTION! From company culture to employee experience (EX) to customer service, Jeannie wants to help you demystify the process for enriching the customer experience. With over 20 years investigating the best and worst in CX, this international keynote speaker has heard it all... and now she's here to give you the answers you need! You won't want to miss an episode! Do you have a question? Visit askjeannie.vip to leave Jeannie a voicemail! Language: en-us Genres: Business, Management, Marketing Contact email: Get it Feed URL: Get it iTunes ID: Get it Trailer: |
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The Multi-Stakeholder Customer
Episode 149
Tuesday, 20 January, 2026
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.comLearn more about CXI Membership™ and apply -- CXIMembership.comOrder your copy of Experience Is Everything -- experienceiseverythingbook.comExperience Investigators Website -- experienceinvestigators.comWant 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/)
