Jeannie Walters, founder and CEO of Experience Investigators, and John Abraham, a customer experience consultant, believe that most customer frustration isn’t about a single moment. It’s about when someone becomes worn down by repeated fixes, handoffs, and follow-ups.

Mastering the fine art of writing a complaint letter or chatting with customer service can pay off in a big way.

In early celebration of International Women’s Day 2026 (March 8th), Thinkers360 is proud to unveil our definitive list of the Top 150 Women B2B Thought Leaders, Analysts, and Influencers.

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.

Jan. 26, 2026 – Experience Investigators CEO Jeannie Walters’ forthcoming book, “Experience Is Everything: Making Every Moment Count in the Age of Customer Expectations” (Mission Driven Press/Simon & Schuster), is now available for pre-order on Amazon.