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Jeannie Walters

For more than 20 years, Jeannie Walters, CCXP has had one mission: To Create Fewer Ruined Days for Customers™. Jeannie is the CEO and Founder of Experience Investigators, a global Customer Experience consulting firm helping companies improve loyalty and retention, em ployee engagement, and overall customer experience.

Hundreds of companies across three continents have trusted Jeannie to consult, train, and speak, from SMBs to Fortune 500s. In addition to being a Certified Customer Experi ence Professional (CCXP), Jeannie is a charter member of the Customer Experience Professionals Association (CXPA,) Professional Member of the National Speakers Association (NSA), TEDx speaker, and Linkedln Learning instructor, where her top-rated online courses have been taken by more than 200,000 learners.
Never one to shy away from technology, Jeannie has led countless online events, webinars, summits, and trainings. She has co-hosted the top rated podcast, Crack the Customer Code, for 400 episodes and counting. Organi zations like SAP, Zurich Insurance, and Hallmark have counted on Jeannie to bring expertise and fun to their online events.

Jeannie was named in the Huffington Post as a “Top 100 Most Social Customer Service Pros on Twitter,” the Online Marketing Institute’s “Top 20 Digital Marketing Strategists,” one of DemandLab’s “5 Women Who Are Leading the Charge in B2B CX,” and recognized as “One of the Top Customer Experience Influencers To Know” by CXPA.

An active writer, Jeannie’s work can be found in Forbes, CustomerThink, The Future of Customer Engagement and Commerce, and My Customer, as well as in university-level textbooks.

Jeannie lives with her husband and 2 growing boys and a spoiled dog, spend ing her free time cheering on young athletes and choir singers alike.

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Videos

Topics

Engaging Employees to Engage Customers

Employee engagement is a critical factor in customer experience excellence. So how do you ensure your employees are engaged? Walters discusses ways to let your employees feel safe enough to tell you the truth, continue gathering their honest feedback, and help them help your customers in powerful ways.

Microinteractions Lead to Major Engagement

Also a topic of her TEDx talk, Walters studies these small moments within the great experience on a daily basis. These microinteractions are fleeting but with important consequences. Understanding what microinteractions are and how to make the most of them can lead to an overall improved customer experience.

The Leader's Role in Customer Experience

Company leaders set the tone for the experience their customers have - whether they know it or not. In this keynote or executive workshop, Walters examines how leaders can set the stage for an exceptional experience.

Customer Experience Mapping

Customer journey mapping and touchpoint mapping are key steps in the journey to improve customer experience. Tackling the entire experience can be daunting. Walters breaks down the process for understanding and buy-in.

Become Your Company's Customer Experience Investigator

Walters has spent the last 15 years examining the human side of customer experience. Honest evaluation is the first step in customer experience improvement. Evaluating the true experience of your customers involves more than data and includes understanding the journey of how prospects first become aware of your brand all the way through when they leave you and why.

CXI Digital Experience Topics

In her role as Chief Customer Experience Investigator, Walters is constantly watching the trends of the new digital tools. In this fun and engaging presentation, she covers the latest and most important ways to interact with customers where they are - on their mobile phones, via social networks, and online.

Using Social Media to Improve Experience & Loyalty

What is social media's role in customer loyalty? It's becoming more important every day. Not just in the way your customers connect with your brand, but also how they connect with others ABOUT your brand. Using these connections as ways to improve loyalty instead of just sales can be a competitive advantage.

The New Online Customer

How do you know what your customers are doing in the online world? Jeannie Walters, who writes about this issue as an Editorial Team Member for Social Media Club's global blog, discusses trends, tips and techniques for connecting with your customers (without spooking them!) via online communities and social media.

Books

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