Jeannie Walters

Why organisations work with Jeannie Walters

• She gives operators a working method, not a slogan: the CXI Navigator and CXI Compass frameworks turn customer-experience strategy into something a leadership team can run, not just endorse.
• She translates CX from a contact-centre function into a board-level commercial lever, framed around retention, loyalty, and the cost of reactive service.
• The dual credential set (CCXP and CSP) is unusual: she is certified in the discipline she speaks on and in the craft of speaking itself, which means content holds up under scrutiny from CX practitioners.
• A 2026 book with Mission Driven Press and Simon and Schuster distribution gives her thesis a citable spine, with named tools (CX Mission Statement, CX Success Blueprint, Four Cs of CX Culture) leaders can take back into the business.
• Reach into operating teams runs deeper than most keynote speakers: more than 500,000 LinkedIn Learning participants, plus the Experience Action podcast, mean her language is already inside many client organisations before she arrives.

Biography highlights

• Founder and CEO of Experience Investigators, a customer experience consultancy founded in 2009.
• Author of “Experience Is Everything: Making Every Moment Count in the Age of Customer Expectations” (Mission Driven Press, April 2026).
• Certified Customer Experience Professional (CCXP) and charter member of the Customer Experience Professionals Association.
• Certified Speaking Professional (CSP) and Professional Member of the National Speakers Association.
• Host of the Experience Action podcast, recognised by CX Network among its leading CX podcasts.
• LinkedIn Learning instructor whose courses have reached more than 500,000 learners; named clients include Verizon, Siemens, GitLab, PayPal, BASF, Comcast, Allstate, and SAP Litmos.

Biography

Most companies that say they are customer-centric are not. They are service-centric, organised to absorb complaints, route tickets and react to survey scores. The decisions that actually shape loyalty, retention and willingness to pay sit upstream, in product, operations and leadership, and that is the gap Jeannie Walters has spent two decades closing.

She is the founder and CEO of Experience Investigators, the consultancy she launched in 2009 to help organisations design customer experience as a deliberate discipline rather than a reactive function. Her clients include Verizon, Siemens, GitLab, PayPal, BASF, Comcast, Allstate and SAP Litmos, and the work tends to focus on the same problem: leadership intent that does not survive contact with the operating model.

Her 2026 book, “Experience Is Everything: Making Every Moment Count in the Age of Customer Expectations”, published by Mission Driven Press with Simon and Schuster distribution, sets out the thesis. CX is treated as a business discipline with named tools, including a CX Mission Statement, a CX Success Blueprint, and the Four Cs of CX Culture, that give leadership teams something to run rather than something to admire. Her CXI Navigator and CXI Compass frameworks structure the operating side of that work.

Credentials reinforce the practice. She is a Certified Customer Experience Professional and a charter member of the Customer Experience Professionals Association, a Certified Speaking Professional, and a LinkedIn Learning instructor whose courses have reached more than 500,000 learners. The Experience Action podcast, named by CX Network among its top CX podcasts, extends her work into the day-to-day of leaders trying to put it into effect.

Key speaking topics

• Customer experience strategy
• Customer loyalty and retention
• Proactive versus reactive customer experience
• Customer journey design
• Employee experience and CX alignment
• CX measurement and accountability
• AI in customer experience

Ideal for

• Chief Customer Officers, Chief Experience Officers and CX leadership functions
• CMOs and Chief Revenue Officers responsible for retention and lifetime value
• Heads of operations and service in B2C and B2B businesses where churn is a board issue
• Senior leadership teams trying to convert customer-centric language into operating discipline

Audience outcomes

• A working definition of customer experience as a commercial discipline, separate from customer service.
• A method for spotting where the journey is leaking value, drawn from the CXI Navigator and CXI Compass frameworks.
• A clearer link between CX investment and the metrics finance and the board care about: retention, lifetime value, churn cost.
• A practical view of how AI changes CX expectations, and where automation should and should not enter the journey.
• Language and tools (CX Mission Statement, CX Success Blueprint, Four Cs of CX Culture) leaders can take into the next operating review.