AI was supposed to ease the pressure on customer service teams. Instead, many companies are pushing agents into more emotionally intense work.

“There are no easy calls anymore,” Experience Investigators’ Jeannie Walters said.

Why connected journeys remain broken in 2026, and what it actually takes to fix them

Customer experience isn’t customer service with a bigger budget. It’s the operating system. Jeannie Walters has spent two decades proving that to Fortune 500 teams, and her book Experience is Everything codifies the playbook.

Here’s what most retailers miss: it’s not the delay that loses the customer.

Adrian Swinscoe and Jeannie Walters chat about the origin of the book, CX Foundations, the importance of mindset, and more.

Get results with CX by aligning your work with organizational goals. In this interview with Jeannie Walters, author of Experience is Everything, Jeannie shares advice for getting your organization to align around customer experience.

The customer experience often feels like a series of accidental encounters, but Jeannie Walters argues it is actually the ultimate competitive lever.

Jeannie Walters joins CX Today to discuss her new book, Experience Is Everything, and why most companies are treating CX as a buzzword rather than a business strategy

Today’s episode of the Punk CX podcast features a recent chat I had with Jeannie Walters, who is the Founder and CEO of Experience Investigators, an international keynote speaker, and an author.