This March, Women’s History Month, we’re celebrating the brilliant women influencing how customer experience is designed, delivered, and improved every day.

In this episode of CX Spotlight, Jeannie Walters shares why Customer Effort Score often predicts loyalty better than delight.

While personalization has become table stakes in customer experience, the risks associated with it are becoming harder to manage.

This ranking highlights experts shaping retention, onboarding, and customer experience strategies.

Customer experience used to be seen as a “nice to have” or something intangible. Now, smart organizations are realizing improving CX strategy is a winning business strategy — but only when intentionally designed and managed as a business discipline.

In this episode, Brooke Sellas is joined by Jeannie Walters, CEO and Chief Experience Investigator at Experience Investigators, to examine how tiny moments across the customer journey shape trust. From social media handoffs to hidden process gaps, the conversation reveals what customers notice that companies often miss.

Industry Leaders Recognized Across Growth, Insight, Employee Empowerment, and Experience Transformation Categories

CMSWire Advisory Board members reveal why operating models, decision rights and trust define the next era of CX.

Employees need clear guidance, role-specific training and a “safe space” to practice.

CX Network presents its guide to the top 40 future of CX leaders you should follow in 2026.