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Jeannie Walters, CCXP
CEO & Founder at Experience Investigators
Oak Park, Illinois, United States
Jeannie Walters is an award-winning customer experience expert, international keynote speaker, and Founder of Experience Investigators, a firm that’s pioneered helping companies increase sales and customer retention through elevated customer experiences.
Trailblazing the movement from “Reactive Customer Service” to “Proactive Customer Experience,” Jeannie is considered the leading authority for improving both employee and customer relationships. A Certified Customer Experience Professional and charter member of the Customer Experience Professionals Association, Jeannie’s worked with numerous Fortune 500 companies including Orangetheory Fitness, SAP, Comcast, and JPMorgan Chase.
As a Professional Member of the National Speakers Association, Jeannie has spoken to tens of thousands of people across three continents on the power of proactivity to increase brand loyalty.
A sought-after business coach and educator, Jeannie’s partnered with MarketingProfs as a Masterclass Instructor and has had over 500,000 people go through her courses on LinkedIn Learning.
Passionate about demystifying the process for improving customer experience, Jeannie has published thousands of articles, and her insights have been featured in Forbes, The Chicago Tribune, Wall Street Journal, and many more.
Available For: Advising, Authoring, Consulting, Speaking Travels From: Chicago, United States
Speaking Topics: Customer Loyalty, Customer Service, Customer Journey Mapping, CX Business Trends
5 Questions CX Leaders Are Asking (and What They Really Mean)
CMSWire
March 26, 2026
Forget dashboards and demos — the most telling moments at X4 came after the keynote, when leaders asked what’s really holding customer experience back.
Tags: Business Strategy, Customer Experience, Leadership
Overcoming Today's Business Challenges With Innovative CX
CMSWire
July 06, 2023
In 2023, business leaders are facing a host of challenges that can best be described as “stubborn.” As challenges continue for customer experience leaders, it’s time to focus on how to make the biggest impact between now and 2024.
Tags: Business Strategy, Customer Experience, Customer Loyalty
What Customer First Really Means
LinkedIn
January 13, 2022
Customer first means business success, but defining and executing a customer-first strategy is not as organic as it might seem. Leaders first need to define the strategy, understand what success looks like, and look for ways to deliver a customer-first experience today and set up for tomorrow. In this article written for Zendesk, we'll explore a few ways you can create positive change in your organization to become customer first.
Customer Experience Isn’t Just for Retail. Here’s What It Looks Like in B2B and Beyond.
Linkedln
May 14, 2026
Hello! This is Customer Experience Works, a weekly series sharing actionable advice to help you improve your customer experience. If you're new to our community and would like to improve the customer experience at your organization, click the 'Subscribe' button here. Want to request a future topic? Let us know in the comments!
Tags: Business Strategy, Customer Experience, Leadership
No Budget. No CX Title. Still Responsible for Customer Experience? Start Here.
Linkedln
April 23, 2026
Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. Yes, according to data from SurveyMonkey, 89% of C-level executives say they are “extremely invested” in CX, but we know that 89% of budgets don’t reflect that commitment.
Tags: Business Strategy, Customer Experience, Leadership
From Fragmented Efforts to Real Customer Experience Impact
Linkedln
April 16, 2026
Hello! This is Customer Experience Works, a weekly series sharing actionable advice to help you improve your customer experience. If you're new to our community and would like to improve the customer experience at your organization, click the 'Subscribe' button here. Want to request a future topic? Let me know in the comments!
Tags: Business Strategy, Customer Experience, Leadership
3 Ways to Overcome Cross-Functional CX Challenges
Linkedln
April 09, 2026
Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success.
Among companies with significant collaboration between business departments, 72% reported “very high” Return on Investment (ROI) for their customer experience initiatives, according to the 2022 State of CX Report from GetFeedback.
Tags: Business Strategy, Customer Experience, Leadership
Build a Customer-Centric Culture With CX Learning Paths
Linkedln
April 02, 2026
The late, great CEO of Zappos promoted this idea and he was absolutely right. To deliver exceptional customer experiences, everyone in your organization needs to be on board.
But what does that mean? And what’s most important to prioritize in education? This is where understanding the right learning path for overall customer experience excellence can be very powerful.
Tags: Business Strategy, Customer Experience, Leadership
10 Questions about Customer Experience Management Answered
Linkedln
March 26, 2026
You’re leading change across departments, exploring powerful new AI capabilities, and managing increasing expectations from leadership and customers alike. And through all of that, you're expected to keep the customer at the center — without burning out.
Tags: Business Strategy, Customer Experience, Leadership
CX Strategy: How to Prioritize the Right Customer Experience Improvements
Linkedln
March 19, 2026
From fixing broken processes to reimagining digital journeys or responding to negative feedback—it all matters. But without a clear method for choosing where to focus first, teams risk spreading themselves too thin and achieving too little.
Tags: Business Strategy, Customer Experience, Leadership
When Calendar Activity Isn’t Customer Experience Progress
Linkedln
March 12, 2026
The argument was simple: CEOs are spending so much time in meetings that they're losing touch with frontline employees and customers. And when that happens, leaders become disconnected from the real needs of the business.
Tags: Business Strategy, Customer Experience, Leadership
Overlooked Micromoments That Shape the Customer Journey
Linkedln
March 05, 2026
In any customer journey, there are countless small efforts. These include efforts from the company serving the customer and effort from the customer themself.
After all, the customer journey is really the journey of a relationship. The customer might be buying a product, but they’re also engaging with the brand in a thousand small ways.
Tags: Business Strategy, Customer Experience, Leadership
What is Customer Experience Management and Why Does It Matter?
Linkedln
February 26, 2026
After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. The customer walks away with a perception of what the brand is, and whether or not this brand lives up to its promises, with every step along their personal journey.
Tags: Business Strategy, Customer Experience, Leadership
8 Signs You Have a Customer-Centric Culture
Linkedln
February 19, 2026
Many companies say they’re customer-centric. But if you removed the posters in the breakroom or inspirational messages on the wall… would your culture prove it?
Too often, “customer-centric” becomes a buzzword. It’s a nice idea, without the systems or behaviors to back it up.
Tags: Business Strategy, Customer Experience, Leadership
What’s Annoying Your Customers Right Now?
Linkedln
February 12, 2026
There are so many areas to tackle. You need to get those surveys developed and sent! You simply must understand the journey by undertaking a robust customer journey mapping process. And of course, don’t forget to educate the executives and employees throughout your organization! (And that’s just the tip of the iceberg, right?)
Tags: Business Strategy, Customer Experience, Leadership
Why Reassurance Matters More Than Ever in Customer Experience
Linkedln
February 05, 2026
Let's talk about reassurance. The world is filled with reasons we need it right now. We want to be reassured that those we trust deserve our trust. We want to be reassured that those we do business with are being truthful and transparent. We want reassurance that, frankly, we'll be ok.
Tags: Business Strategy, Customer Experience, Leadership
Is Your Company Kickoff Missing This Customer Experience Opportunity?
Linkedln
January 22, 2026
Too often, kickoff and alignment meetings focus on internal priorities: revenue targets, product roadmaps, process updates. But without a deep, shared commitment to customer experience (CX), those goals lose impact.
Tags: Business Strategy, Customer Experience, Leadership
The Hidden Customer Experience Impact of Today’s Split Economy
Linkedin
December 18, 2025
The economy is easy to discuss, and often harder to do anything about. We know there’s this big idea of “the economy” and feel some of the impacts of it in our daily lives, but what should we know as CX leaders?
Tags: Business Strategy, Customer Experience, Leadership
‘Tis the Season to Find Pain Points in Your Retail Customer Journey
Linkedin
December 04, 2025
As December furiously barrels on toward the holidays, your customers will become more and more hurried and stressed as they try to find the perfect gifts. How well will your retail experience handle it?
Tags: Business Strategy, Customer Experience, Leadership
Want Stronger Customer Experience? Start Training Beyond the CX Team
Linkedin
November 20, 2025
Whether employees realize it or not, they all shape the customer journey and experience. This means your customer experience (CX) team extends far beyond the group with “CX” in their job titles — and this is a huge opportunity.
Tags: Business Strategy, Customer Experience, Leadership
From Conversation to Strategy: Conducting Customer Interviews for Better CX
Linkedln
October 16, 2025
Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs.
Tags: Business Strategy, Customer Experience, Leadership
Customer Experience Team Training: Key Skills and Resources for Long-Term Growth
Linkedln
September 11, 2025
Your CX work is majorly influential in ongoing business success. It’s a big responsibility. Even with a solid customer experience foundation, it can feel hard to keep up given rapid shifts in technology and evolving customer expectations.
Tags: Business Strategy, Customer Experience, Leadership
Are Your Self-Service Options Efficient?
Linkedln
September 04, 2025
Let’s say you’re the customer and need support. Where do you typically turn first? Search for the customer service number to call? Use the chat? Try a social forum? Or, sometimes, if you’re like me, you think “I don’t have time for this today” and put it off until you have done your deep breathing in preparation.
Tags: Business Strategy, Customer Experience, Leadership
Optimizing Your Mobile App Customer Journey
Linkedln
August 28, 2025
More and more brands are developing mobile apps for customers to use. Mobile apps can be beneficial for the brand and the customer, but customers demand that apps provide value beyond the mobile browser experience.
Tags: Business Strategy, Customer Experience, Leadership
How to Lead Customer Experience Without a Formal CX Team
Linkedln
August 21, 2025
It’s even common for CX responsibilities to be a small slice of a much larger job description. If you’re a solo CX warrior balancing CX alongside marketing, operations, or other functional roles, you’re not alone. (Maybe you’ve been “voluntold” that you’re in charge of customer experience!)
Tags: Business Strategy, Customer Experience, Leadership
From Words to Action: How to Make Your Mission Drive Customer Experience Every Day
Linkedln
August 14, 2025
A simple question often stumps the best of leaders. It’s one of those questions that should be on every corporate strategy document, and yet often isn’t.
Experience is Everything: Making Every Moment Count in the Age of Customer Expectations
Experience Investigators
April 14, 2026
In today’s hyper-connected world, delivering exceptional customer experience (CX) is no longer a nice-to-have—it’s the key to growth, trust, and long-term loyalty.
Tags: Business Strategy, Customer Experience, Leadership
1 Founder
Experience Investigators
Experience Investigators
August 03, 2009
Experience Investigators specializes in qualitative, human evaluations of the real customer experience through a process called Customer Experience Investigation (CXI). Our evaluations help drive real action to provide more meaningful experiences for customers and improved results for the companies who serve them. We also provide training, content, and speaking about diverse topics around customer experience for clients and partners throughout the world.
Customer Experience (CX) Foundations
LinkedIn Learning
May 19, 2023
Customer experience can be a winning business strategy. This course empowers leaders (both formal and informal) who want to create exceptional experiences that drive business results with real goals, business discipline, and defined outcomes. Customer experience expert Jeannie Walters outlines foundational skills in key CX areas, like how to: identify your organization’s strategic vision for your customers; leverage tools, best practices, and techniques to deliver on your CX vision; achieve competitive advantage with superior customer experience. Join Jeannie in this course to gain a sound basis of knowledge to further your CX strategies and skills.
Tags: Business Strategy, Customer Experience, Leadership
Customer Experience: Journey Mapping
LinkedIn Learning
January 21, 2022
If you strive for a customer-centric culture, you have to understand the customer's journey—every step of the way. Customer journey mapping is a powerful way to find pain points and opportunities in your customer experience. This course gives organizations a resource to plan their entire customer service program, and create maps that reflect each of the customer's touchpoints with your company. Certified Customer Experience Professional (CCXP) Jeannie Walters shows how to set up a customer journey mapping program for success, introduces tools and techniques to execute the journey mapping process, and explains how to go deeper to test your understanding and take action.
Tags: Business Strategy, Culture, Customer Experience
Positive Customer Experience
LinkedIn Learning
July 02, 2021
Do you know how your customers perceive their complete experience with your company, from first encounter through purchase experience and beyond? Providing an excellent customer experience requires thoughtfulness, tact, and the willingness to look at every interaction from the customer's point of view. In this course, customer experience expert Jeannie Walters walks you through creating a positive customer experience. Jeannie explains how to understand your customer’s end-to-end experience, or customer journey, and goes over the steps to build an effective customer experience strategy. Jeannie offers steps you can take to create and maintain a customer-centric culture—from creating a customer experience mission statement to getting executive buy-in and purposefully using tools like Net Promoter Score (NPS) to measure customer feedback. She concludes with advice on understanding customer expectations and key moments you can optimize in the customer journey.
Tags: Business Strategy, Customer Experience, Leadership
Journey Mapping: Case Study In Action
LinkedIn Learning
February 27, 2020
If you strive for a customer-centric culture, you have to understand the customer's journey—every step of the way. Customer journey mapping is a powerful way to find pain points and opportunities in your customer experience. This course gives organizations a resource to plan their entire customer service program, and create maps that reflect each of the customer's touchpoints with your company. Certified Customer Experience Professional (CCXP) Jeannie Walters shows how to set up a customer journey mapping program for success, introduces tools and techniques to execute the journey mapping process, and explains how to go deeper to test your understanding and take action.
Tags: Business Strategy, Customer Experience, Leadership
Customer Experience: Service Blueprinting
LinkedIn Learning
February 25, 2019
Creating a seamless customer experience is no accident. It takes planning and creativity. Service blueprinting is how the best organizations keep their customers coming back. Blueprinting helps you plan the customer's journey and the employees, processes, and activities to support that journey. This course covers the steps to creating a blueprint for exceptional customer service. Jeannie Walters describes how to gather feedback and data, map customer and employee actions, and hold a workshop session to find solutions to pain points and validate your findings. Jeannie also explains how to make your blueprint accessible, so that employees can implement it. The course includes examples and templates to help you blueprint as you go, and tips to connect the dots between what the customer sees and what goes on behind the scenes.
Tags: Business Strategy, Customer Experience, Customer Loyalty
1 Keynote
Meaningful Micro-engagements : Jeannie Walters at TEDxNaperville
YouTube
December 13, 2012
Micro engagements in society actually have enormous impacts on us all. The little things add up. So how can we use micro engagements in technology to completely change a user's experience?
Conversation CX - Jeannie Walters, CEO & Chief CX Investigator, Experience Investigators
YouTube
May 25, 2021
Find more information on this interview at:
conversation.iadvize.com/en/jeannie-walters-experience-investigators
On this episode of Conversation: CX, Jeannie Walters, CEO & Chief Customer Experience Investigator at Experience Investigators, shares her insight into building on customer trust and feedback for the most memorable CX:
- Brands and retailers must be disruptors and look at the ways they can improve.
- Everything must always go back to a company’s values and missions.
- Visibility is essential, especially in this digital world. Customers can spot something that isn’t genuine.
Jeannie Walters is a Customer Experience Speaker, Trainer, Podcast Host, and Consultant. She serves at the CEO & Chief Customer Experience Investigator at Experience Investigators, constantly working towards her goal of creating less ruined days for customers.
075: Creating Inclusive Customer Experiences With Jeannie Walters | Anansi Content
YouTube
January 06, 2021
What better way to start off 2021 than making sure your customer experience is as inclusive and effective as possible? Say spends the first episode of the year chatting with Jeannie Walters about how to bring perspective and personal experiences into building exceptional customer journeys.
Sharing her framework for diversity and inclusion, Jeannie explains the importance of critical thinking and being open to other people’s perspectives. Plus, she offers up the questions that leaders need to be asking themselves to increase critical thinking throughout the process.
Micro-moments that matter - Jeannie Walters on Engati CX
YouTube
May 30, 2020
Jeannie Walters, CEO & Chief Customer Experience Investigator of Experience Investigators by 360Connext talks about Micro-Moments that Matter on Engati CX. She says Technology is exciting, on a scale we’ll be able to serve and Ai and chatbots can answer correctly, at the right place, and at the right time.
Improve Your Customer Experience with Microinteractions -- Jeannie Walters
YouTube
August 10, 2016
Jeannie Walters has spent nearly 20 years evaluating and improving customer experiences. She is a Certified Customer Experience Professional (CCXP,) the Chicagoland Ambassador and a CX Expert Panel member for the Customer Experience Professionals Association, a Professional Member of the National Speakers Association, and a TEDx speaker.
In this interview, Jeannie shares her thoughts on how organizations can focus on and improve their microinteractions. She points out how organizations are missing small opportunities to connect with customers, from social media to everyday interactions.
Experience Action
Experience Investigators
December 08, 2022
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!
Tags: Business Strategy, Customer Experience, Customer Loyalty
Crack the Customer Code
Apple Podcasts
January 19, 2022
Crack the Customer Code is dedicated to helping business professionals, small business owners, and customer-facing professionals learn the ins and outs of creating great customer experiences. With interviews and insights from a wide range of experts in the field, Crack the Customer Code will explore both timely and timeless topics, from how to increase customer loyalty through social media to why customers are more prone to lose control with companies nowadays. Crack the Customer Code provides a peek behind the curtain of what customer experience professionals really know about customers and how to make them happy and keep them loyal.
Jeannie provides engaging, actionable keynotes and training focused on customer experience, customer service and leadership.
Based on her twenty years of customer experience expertise and consulting with some of the most recognized brands in the world, she inspires audiences to join her on her mission: To Create Fewer Ruined Days for Customers!
Discover more at https://ExperienceInvestigators.com.
Join Thinkers360 for free! Are you a Reader/Writer, Thought Leader/Influencer (looking to increase your earnings), or an Enterprise User (looking to work with experts)?
5 Questions CX Leaders Are Asking (and What They Really Mean)
Overcoming Today's Business Challenges With Innovative CX
3 Questions to Assess Your Customer Experience Efforts
3 Things Every CX Leader Needs to Be Successful
What Customer First Really Means
Customer Experience Isn’t Just for Retail. Here’s What It Looks Like in B2B and Beyond.
How to Turn Customer Feedback Into Better Decisions (and Better CX)
From Fragmented Efforts to Real Customer Experience Impact
3 Ways to Overcome Cross-Functional CX Challenges
10 Questions about Customer Experience Management Answered
CX Strategy: How to Prioritize the Right Customer Experience Improvements
When Calendar Activity Isn’t Customer Experience Progress
Overlooked Micromoments That Shape the Customer Journey
What is Customer Experience Management and Why Does It Matter?
8 Signs You Have a Customer-Centric Culture
What’s Annoying Your Customers Right Now?
Why Reassurance Matters More Than Ever in Customer Experience
3 Advocate Types Every CX Pro Should Know (and Why They Matter)
Is Your Company Kickoff Missing This Customer Experience Opportunity?
The Hidden Customer Experience Impact of Today’s Split Economy
‘Tis the Season to Find Pain Points in Your Retail Customer Journey
Want Stronger Customer Experience? Start Training Beyond the CX Team
From Conversation to Strategy: Conducting Customer Interviews for Better CX
Customer Experience Team Training: Key Skills and Resources for Long-Term Growth
Are Your Self-Service Options Efficient?
Optimizing Your Mobile App Customer Journey
How to Lead Customer Experience Without a Formal CX Team
From Words to Action: How to Make Your Mission Drive Customer Experience Every Day
Experience is Everything: Making Every Moment Count in the Age of Customer Expectations
Experience Investigators
Customer Experience: Journey Mapping
Positive Customer Experience
Journey Mapping: Case Study In Action
Customer Experience: Service Blueprinting
Experience Action
Crack the Customer Code
