This week on The Modern Customer Podcast, customer experience expert, author of the USA Today bestselling book Experience Is Everything, and Experience Investigators Founder Jeannie Walters explains why AI alone will not improve customer experience.

Here’s the Thinkers360 annual leaderboard for our top 50 global thought leaders, analysts and influencers on Customer Experience.

Creating amazing experiences for your speaking clients starts long before you step on stage and continues long after you leave the stage.

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.