Experience Is Everything: Why Customer Experience Starts with Leadership with Jeannie Walters

This episode features Jeannie Walters discussing her book 'Experience is Everything' and sharing practical advice on customer experience (CX) leadership. Listeners will learn why CX starts with leadership, how to build effective CX strategies, and how to adapt to new technologies like AI while maintaining trust and business relevance.

About the guest

Jeannie Walters, CCXP, CSP, is a 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, she brings more than 20 years of impact across industries—including healthcare, financial services, higher education, software, and hospitality. She has led transformative efforts for brands like JPMorgan Chase, SAP, BASF, PG&E, Orangetheory Fitness, Comcast, and more.

Her bestselling book, Experience Is Everything, reveals how leaders can boost performance and revenue by making customer experience their greatest competitive advantage.

Recognized as a top industry voice, Jeannie has reached more than half a million learners through her LinkedIn Learning courses and created CXI Membership™ to provide practical, guided CX support for busy leaders. Her insights, featured in Forbes, NPR, The Chicago Tribune, and The Wall Street Journal, reflect her mission to help organizations make every moment count.

Relevant links

https://experienceinvestigators.com/

https://www.youtube.com/@jeanniewalters

https://www.instagram.com/jeanniewalters/

https://instagram.com/experienceinvestigators/

Key Take-Aways