Jeannie Walters

Chief Customer Experience Investigator™

“Jeannie was very engaged with our product and brand, which made her presentation more relevant and exciting to review.”

-- Grace Pineda, VP of Operations, Orangetheory Fitness

Jeannie has been described as “a CX influencer you should know,” and her motto “Creating Fewer Ruined Days for Customers™” has been adopted by the enlightened business leaders who have benefited from her inspiring keynotes, her pioneering CX Cultural Transformation™ program, and her customized workshops and webinars.

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    Customer Thermometer called Jeannie’s presentation on “Meaningful micromoments” one of the top five TED Talks on customer retention.

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    Her podcast Crack the Customer Code, which she co-hosts with customer service expert Adam Toporek, has consistently garnered praise for its engaging industry insights.

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    She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience.

As featured in...

Customer Experience Professionals Association
Linkedin Learning
Customer Thermometer

Whether she's helping enlightened leaders design new or improved customer experiences or captivating your audience with a smart and surprisingly fun keynote, Jeannie blends hard data and and intuitive thinking to uncover the experiences that really delight people.

Jeannie has spent twenty years investigating the best and worst in customer experience.

Her experiences and expertise have made her a valuable source of insights for CEOs seeking to improve revenues, and she’s received mention in Forbes, Fortune, and other media for her CX vision.

She’s a founding member of CXPA, a LinkedIn Learning Instructor, and a Certified Customer Experience Professional with a passion for improving everyday interactions.

“I really liked how Jeannie tailored her talk to my audience and did her research with the industry to address some of the key challenges faced by Patient Experience executives specifically... it was very powerful.”

-- Kristin S., Conference Director, World Business Research

Jeannie has worked with these enlightened business leaders to create and maintain CX cultural transformations:

Bath & Body Works

Places Jeannie Has Shared Her Expertise...

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    Customer Experience Professionals Association (CXPA), as a charter member, leader, host, and speaker

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    LinkedIn Learning Instructor with more than 200,000 views

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    Speaker at the Consumer Choice Awards, Cleveland Clinic Patient Empathy Summit, Orangetheory Fitness Convention, Digital Experience Summit, CONNECT: Mobile Innovation Summit, and many more

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    Regular webinar host for SAP, CXPA, ChurnZero, Online Marketing Institute, and others

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    As the creator and instructor of the Social Customer Care Certification Course for the Word Of Mouth Marketers Association

Lists Jeannie Has Been Featured On...

Selected Accolades & Achievements

Customer Experience Professionals Association
Charter member and two-time CXPA Extra Mile Award winner
Certified Customer Experience Professional, CCXP
Member of the Year by Vistage International
Outstanding Woman of Achievement by the Girl Scouts of America
Businesswoman of the Year by the Business Ledger

The Full Story...

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.

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