Dave Van de Walle sits down with Jeannie as they talk about customer experience, understanding some of the key terms, like Customer Journey Mapping, and how to implement a Customer-Centric Approach in any organization.

The customer experience is the responsibility of leadership, not just that of the sales department, writes Jeannie Walters, who offers three shifts to make.

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.

As the old saying goes, from small things, big things grow. JEANNIE WALTERS discusses the importance of conquering the little details.

“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.