New Year CX Check-In (CX Pulse Check - January 2026)

Start the year with clarity instead of clutter. We’re sharing five decisive questions that help you cut noise, design automation that still feels human, and align your customer experience strategy with outcomes your executives and your customers actually care about. If AI, tight budgets, and shaky trust are pulling you in every direction, this conversation gives you a practical way to choose what matters and let the rest go.

We dig into where value is truly created across your journey and where activity masquerades as progress. You’ll learn how to build a balance between fast, scalable automation and the empathy customers crave when stakes are high. We talk through using a CX mission and a success blueprint to connect initiatives to revenue, retention, cost to serve, and risk reduction—without resorting to vanity metrics. Along the way, we share how to craft human-centered stories that move leaders, and how to build guardrails so AI augments your team instead of eroding trust.

Customer expectations have shifted, so your insights need to as well. We outline practical methods for refreshing journey maps with real behavior, analytics, and interviews, and we show how co-creating with customers accelerates clarity. Finally, we turn the mission from a poster into an operating system: a tool for prioritizing roadmaps, guiding trade-offs, and running quick post-launch reviews that keep experience quality high. Call this the year of intention—simplify, align, and keep showing up with respect and consistency.

If this resonates, follow the show, share it with a teammate who’s buried in dashboards, and leave a quick review to tell us which question you’ll tackle first. Your feedback helps more leaders find the tools to build trust and deliver results.

Resources Mentioned:
CX Mission Statement Workbook -- https://bit.ly/cx-mission-workbook
CX Success Statement Workbook -- https://bit.ly/cx-success-workbook
Order your copy of Experience Is Everything -- http://experienceiseverythingbook.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/)