Experience Is Everything out now! Order your copy.
Award-winning customer experience (CX) strategist Jeannie Walters offers a transformative guide to reimagining CX as a mindset, strategy, and daily discipline.
Take the next step with Experience Is Everything: The Practice—Tools and Reflections for CX Leaders.
This free companion includes practical tools and reflection exercises to help you apply the book's principles and build a customer-centric culture in your organization.
Jeannie Walters doesn’t just talk about customer experience—she makes it actionable, human, and (above all) doable. Experience Is Everything proves that CX isn’t a department—it’s a discipline. Essential reading for every CX leader.
In Experience Is Everything, award-winning CX strategist Jeannie Walters shows leaders at every level how to transform everyday interactions into human-centered experiences that inspire loyalty and create lasting impact.
In today’s hyper-connected world, delivering exceptional customer experience (CX) is no longer a nice-to-have—it’s the key to growth, trust, and long-term loyalty.
With practical tools, inspiring stories, and proven frameworks, Walters introduces her three-part foundation for CX success: a customer-centric mindset, a defined strategy aligned with organizational goals, and the discipline to take consistent action. Learn how to craft and implement a Customer Experience Mission Statement, build cross-functional alignment, and use journey mapping to remove friction and delight your customers at every step.
This isn’t theory—it’s a roadmap to impact.
Jeannie Walters, CCXP, CSP, is a certified customer experience expert, USA Today bestselling author, CEO, and international keynote speaker who does more than cite examples, she shows you how to implement strategies for real results.
As the Founder of Experience Investigators, she brings more than 20 years of impact across industries—from healthcare and regulated financial services to higher education, software, and hospitality. She has led transformative efforts for brands like JPMorgan Chase, SAP, BASF, PG&E, Orangetheory Fitness, Comcast, and more.
Recognized as a top industry voice, Jeannie has reached more than half a million learners through her LinkedIn Learning courses and created CXI Membership™ to provide practical, guided CX support for busy leaders. Her insights, featured in Forbes, NPR, The Chicago Tribune, and The Wall Street Journal, reflect her mission to help organizations make every moment count.
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