This episode is one of my favorites. Because it’s real talk about what customers actually experience… not just what we think they do.

I sat down with the brilliant Jeannie Walters, CEO and Chief Experience Investigator at Experience Investigators, to talk about what’s really broken in most customer experience strategies—and what to do about it.

We got into:

1. Why most CX “strategies” aren’t actually strategic
2. The difference between process maps and journey maps
3. Who should really own customer experience (spoiler: it's complicated)
4. How tiny micro-moments either build or erode trust

CX is tested in real time, by real customers, in messy, unplanned moments. And social media is one of the first proving grounds.

Mentioned in This Episode:

1. Jeannie’s new book → Experience Is Everything
2. Download the 2026 State of Social Care Report
3. Jeannie’s company → Experience Investigators

There’s a reason social care keeps hitting roadblocks—and it’s not about who owns it.

In this episode, I unpack what we’ve uncovered in our State of Social Care 2026 Report: Ownership debates often mask deeper structural issues. And when teams are misaligned, even the best tools or intentions fall flat.

You’ll hear:

1. Why ownership models alone don’t predict success
2. What high-performing brands are doing differently
3. The real value of social listening (and why many orgs miss it)
4. A simple framework to reveal where your approach might be stuck

If you're ready to move beyond debates and start building true cross-functional CX, this episode is for you.

Mentioned In This Episode:

1. Download the State of Social Care Report 2026
2. Paige Walker on social listening

Let’s Settle This:

In an ideal world, who should lead social care?

1. Marketing
2. Customer Experience
3. Support
4. A cross-functional team

Ownership debates can stall progress. If you could design your team from scratch, who would lead social care—and why?

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If this sparked a new idea or uncovered a blind spot, leave a review at ratethispodcast.com/smcx. We read (and celebrate) every one!

Most social care teams aren’t failing; they’re just stuck inside broken systems.

In this episode, I unpack the most eye-opening insights from our 2026 State of Social Care Report, including why reactive teams are burning out, how leadership is missing critical early signals, and what predictive social care actually looks like in practice.

I’m sharing:

1. The top reason customer insights never spark change
2. Why dashboards don’t drive decisions (and what does)
3. A simple weekly practice that transforms your entire CX strategy
4. How to know if your org is ready to scale social care with impact, not just output

If you’re stuck playing defense or overwhelmed by volume, this episode is for you.

👉 Download the State of Social Care Report + 2026 Playbook

We’ll benchmark your current social care program against the maturity framework from the report.

📊 Request a Social Care Audit

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🧠 Mentioned in This Episode:

1. 2026 State of Social Care Report
2. Conversations That Connect by Brooke Sellas

🎧 Enjoyed this episode? Rate & review here: ratethispodcast.com/smcx