Jeannie Walters
CCXP, CSP
IL, USAn award-winning certified customer experience expert, USA Today bestselling author, CEO, and international keynote speaker who does more than cite examples, she shows you how to implement strategies for real results.
Jeannie Walters, CCXP, CSP, is an award-winning certified customer experience expert, USA Today bestselling author, CEO, and international keynote speaker who does more than cite examples, she shows you how to implement strategies for real results.
As the Founder of Experience Investigators, Jeannie and her team bring more than 20 years of experience making a lasting impact across a broad set of industries—from healthcare and highly regulated financial and insurance environments, to higher education, software, and hospitality. She has led transformative efforts for a diverse roster of brands, including JPMorgan Chase, SAP, BASF, PG&E, Orangetheory Fitness, Comcast, and more.
Jeannie reveals how any leader can win with her proven method to drive performance, retention, and revenue by making customer experience their greatest competitive advantage in her USA Today bestselling book, Experience Is Everything: Making Every Moment Count in the Age of Customer Expectations.
Jeannie is recognized as one of the most influential voices in the industry by sources such as LinkedIn. More than half a million learners have taken her LinkedIn Learning courses, and in 2023 she launched CXI Membership™ to provide overwhelmed leaders with guided support and practical tools that drive real progress.
Jeannie’s insights—featured in Forbes, NPR, The Chicago Tribune, The Wall Street Journal, and more—highlight her passion for demystifying customer experience and helping organizations make every moment count.
Jeannie Walters, CCXP, CSP, is an award-winning certified customer experience expert, USA Today bestselling author, CEO, and international keynote speaker who does more than cite examples, she shows you how to implement strategies for real results.
As the Founder of Experience Investigators, Jeannie and her team bring more than 20 years of experience making a lasting impact across a broad set of industries—from healthcare and highly regulated financial and insurance environments, to higher education, software, and hospitality. She has led transformative efforts for a diverse roster of brands, including JPMorgan Chase, SAP, BASF, PG&E, Orangetheory Fitness, Comcast, and more.
Jeannie reveals how any leader can win with her proven method to drive performance, retention, and revenue by making customer experience their greatest competitive advantage in her USA Today bestselling book, Experience Is Everything: Making Every Moment Count in the Age of Customer Expectations.
Jeannie is recognized as one of the most influential voices in the industry by sources such as LinkedIn. More than half a million learners have taken her LinkedIn Learning courses, and in 2023 she launched CXI Membership™ to provide overwhelmed leaders with guided support and practical tools that drive real progress.
Jeannie’s insights—featured in Forbes, NPR, The Chicago Tribune, The Wall Street Journal, and more—highlight her passion for demystifying customer experience and helping organizations make every moment count.
What's Next In CX: How To Be Proactive in a Reactive World
Format: 60 minute [in-person keynote, breakout, virtual presentation]
In recent years, customer expectations have evolved significantly, impacting not only B2C but also B2B sectors. It is crucial for businesses to align with what truly matters to their customers in their daily lives.
In B2B environments, there's often a strong focus on logic and numerical data. However, it's important to remember that we're dealing with individuals. We must prioritize making...
How Micromoments Make A Big Impact In CX
Format: 60 minute [keynote, breakout, virtual presentation]
Leaders are often taught to think about the big picture, but there’s plenty of magic in the details — especially when it comes to the thousands of ways customers can interact with your brand every day. What happens when these customer experience “micromoments” go ignored?
In this session, Jeannie Walters, CCXP challenges us to think about each interaction customers have with our brands and how easily...
Let's Talk About Journey Mapping: Why Customer Journey Mapping Is a Verb, Not a Noun
Format: 60 minute [keynote, breakout, virtual presentation]
The need to understand customer behaviors may never be as great as today. Customers are proliferating digital channels thanks to the digital acceleration that began in 2020 and extends today.
And companies need help. Only 11% of organizations say they currently understand customer behavior well, according to the CMSWire State of Digital Customer Experience. About 56% say they moderately understand...
Digital Customer Experience is Expanding: How to be Ready
Format: 60 minute [keynote, breakout, virtual presentation]
Let’s talk about ways to deliver for your customers throughout their journey.
The digital customer journey has changed -- and continues to.
We can no longer think of the digital customer journey as separate from the larger customer journey as a whole.
Superior customer experience is the main competitive differentiator today. Because consumers have more voice, more choice and more than...
Experience Is Everything
Based on the principles from her USA Today bestselling book, Experience Is Everything: Making Every Moment Count in the Age of Customer Expectation, Jeannie Walters delivers a compelling keynote that helps organizations turn customer experience into a true competitive advantage.
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