4 Questions Every Customer Experience Leader Should Ask Before 2026

Kick off the fall CXI Navigator series with a quick, practical LinkedIn Live designed to help you end 2025 strong and start 2026 with clarity. We’ll explore the four essential questions every customer experience (CX) leader should be asking right now. Questions that sharpen focus, align priorities, and prepare your team for meaningful progress in the year ahead. Plus, we’ll introduce the Customer Experience Leaders’ Reflection & Planning Questionnaire, a simple yet powerful tool to help you apply these questions to your own organization. You’ll walk away ready to reflect on your CX wins, uncover growth opportunities, and set a confident course for 2026. Bring your questions about customer experience for the live Q&A! We’ll tackle real-world challenges and share insights to help you finish the year strong. Video Highlights: 00:00 Welcome and Topic Introduction 04:00 Announcement and Resources 09:57 Why is reflection and planning important in CX? 14:16 4 Questions Every Customer Experience Leader Should Ask 15:09 What was the best business outcome we achieved due to our work in customer experience? 17:39 What business outcomes would be worth celebrating? 19:55 Did we improve or change the customer’s journey for the better? 23:01 What challenges do we need to overcome, both internally and externally, to achieve more for our customers and our organization? 25:47 Look inside your organization for these common challenges 31:55 Recap, Final Thoughts and Resources 37:40 Q&A: Would polling a few colleagues help in developing a list of common challenges? 40:40 Q&A: Do you have a recommendation on percent to focus on CX vs EX when thinking about an operations space? 44:39 Q&A: Do you have a strategy for converting passive respondents to promoters? 48:36 Q&A: How often should this kind of reflection + planning cycle be done? 54:08 Resources and Wrapping Up Resources Mentioned: 👉 Pre-order Experience Is Everything book -- https://experienceinvestigators.com/e... 👉 Sign-up for your 7-Day Free Trial of CXI Membership --https://experienceinvestigators.com/c... 👉 Sign up for our weekly newsletter - https://experienceinvestigators.com/n... 👉 Register for the "From Assessment to Action" webinar -- http://bit.ly/CXAction 👉 Get the CX Leaders’ Reflection & Planning Questionnaire -- https://bit.ly/cxquestions 👉 Download the CX Success Workbook -- https://bit.ly/cx-success-workbook 👉 Tune in to the Experience Action Podcast -- https://www.experienceactionpod.com 👉 Have a question for the podcast? Visit http://askjeannie.vip 👉 Visit our website: https://experienceinvestigators.com/ 👉 Connect with us -- https://experienceinvestigators.com/c... 👉 Jeannie’s LinkedIn Learning Courses -- https://bit.ly/jeannie-lil 👉 Missed a past webinar? Watch them here: https://bit.ly/jeannieyt