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Jeannie Walters, CCXP

CEO & Founder at Experience Investigators

Oak Park, Illinois, United States

Jeannie Walters is the CEO/Founder of Experience Investigators™ by 360Connext, a global Customer Experience consulting firm. She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience.

Jeannie is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association (CXPA,) a Professional Member of the National Speakers Association, a Forbes Coaches Council Member, a C-Suite Network Advisor, a LinkedIn Learning and instructor, and a TEDx speaker.

She was named one of the Huffington Post’s “Top 100 Most Social Customer Service Pros on Twitter," Tenfold’s “Top 40 Customer Success Influencers,” one of “The Top 5 Women Customer Experience Influencers” by CloudCherry, and her TEDx talk about micromoments, those small and often overlooked moments in the customer journey that matter, is one of Customer Thermometer’s “Best TED Talks on Customer Retention Ideas.”

Since 2014, Jeannie and her co-host Adam Toporek have been attacking today’s biggest Customer Experience problems on the Crack the Customer Code podcast, which is one of CallMiner’s “50 Must-Listen Podcasts on Customer Experience from Industry Experts and Influencers.”

Jeannie is also a very active writer and blogger, and you can find her work on Social Media Today, Retail Customer Experience, CallidusCloud CX, Customer Think, and in Pearson college textbooks.

She’s passionate about making the everyday interactions we all have as customers better and writes, speaks, studies and trains on customer experience issues around the world. Her mission is “To Create Fewer Ruined Days for Customers™.”

Jeannie lives with her husband, two growing boys, and a somewhat spoiled dog. She spends her free time cheering at youth sports events and choir concerts and spoiling the dog.

Jeannie Walters, CCXP Points
Academic 0
Author 7
Influencer 200
Speaker 10
Entrepreneur 20
Total 237

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Company Information

Company Type: Individual

Areas of Expertise

Customer Experience 32.49
Leadership 31.42
Entrepreneurship 31.74
Customer Loyalty 31.22
AI 30.04

Industry Experience


1 Article/Blog
What Customer First Really Means
January 13, 2022
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 above. Want to request a future topic? Let us know in the comments below!
The following article, What Customer First Really Means, originally appeared on the Zendesk Blog and was written by Jeannie Walters, CCXP, CEO of Experience Investigators.

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Tags: Customer Experience, Leadership, Customer Loyalty

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.

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Tags: Customer Experience, Leadership, Entrepreneurship

1 Keynote
Meaningful Micro-engagements : Jeannie Walters at TEDxNaperville
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?

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Tags: Customer Experience, Leadership

5 Media Interviews
Conversation CX - Jeannie Walters, CEO & Chief CX Investigator, Experience Investigators
May 25, 2021
Find more information on this interview at:

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.

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Tags: Customer Experience, Leadership, Customer Loyalty

075: Creating Inclusive Customer Experiences With Jeannie Walters | Anansi Content
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.

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Tags: Customer Experience, Leadership, Customer Loyalty

Get Real-Time Feedback for Long-Term Results
August 23, 2020
#CX expert, Jeannie Walters talks about the value of getting real-time feedback from your customers right now. Watch the full video to learn how.

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Tags: Customer Experience, Leadership, Customer Loyalty

Micro-moments that matter - Jeannie Walters on Engati CX
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.

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Tags: AI, Customer Experience, Leadership

Improve Your Customer Experience with Microinteractions -- Jeannie Walters
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.

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Tags: Customer Experience, Leadership, Customer Loyalty

1 Podcast
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.

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Tags: Customer Experience, Leadership, Customer Loyalty

1 Video
Jeannie Walters - Customer Experience Keynote Speaker & Leader
July 18, 2019
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

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Tags: Customer Experience, Leadership

Thinkers360 Credentials

2 Badges



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Jeannie Walters, CCXP