Trusted by leading companies
Leaders talk about being customer-centric but struggle to turn that idea into consistent action. Teams lose sight of the mission. And while these conversations are happening, customers are already moving on.
When Jeannie Walters takes the stage, something clicks. Audiences don’t just hear about customer experience — they see themselves in it. As an award-winning customer experience keynote speaker, Jeannie helps organizations stop reacting to customer issues and start designing experiences with intention.
Because that’s how Jeannie connects — with humor, empathy, and real-world experience that helps every listener think:
Many experts just want to come in, give their talk, and leave. Jeannie is the opposite. She’s a true collaborator and partner... Jeannie delivered an in-person talk, and the response was incredible. L&D professionals were lining up to speak with her afterward. The lights were coming on, and people were saying, 'I never thought of it that way.'
Jeannie challenges audiences to rethink what “experience” really means, and how small actions can create extraordinary impact.
Customer expectations are changing fast — and the most successful organizations don’t just react, they anticipate. Leaders learn how to stay ahead by leading with empathy, driving innovation through experience, and making simplicity their competitive edge.
The big picture gets all the attention, but the real magic happens in the details. Through data, storytelling, and practical insight, teams can recognize and design micromoments that strengthen relationships and drive measurable growth.
Jeannie Walters, CCXP, CSP, is an award-winning customer experience expert, international keynote speaker, author, and Founder of Experience Investigators, a firm that’s pioneered helping companies increase sales and customer retention through elevated customer experiences. The CXI ® (Customer Experience Investigation) framework aligns customer experience goals to tangible business outcomes.
Trailblazing the movement from “Reactive Customer Service” to “Proactive Customer Experience,” Jeannie is considered a leading authority for improving both employee and customer relationships. A Certified Customer Experience Professional and charter member of the Customer Experience Professionals Association, Jeannie’s worked with numerous Fortune 500 companies, colleges and universities, non-profits, healthcare organizations, municipalities, and government entities.
As a Certified Speaking Professional and Professional Member of the National Speakers Association, Jeannie has spoken to tens of thousands of people across three continents on the power of proactivity to increase brand loyalty.
A sought-after business coach and educator, Jeannie has served as a guest lecturer and Masterclass instructor and has had over 500,000 people go through her courses on LinkedIn Learning. She launched CXI Membership™ in 2023 to connect overwhelmed leaders with guided support and education.
Passionate about demystifying the process for improving customer experience, Jeannie has published thousands of articles, and her insights have been featured in Forbes, The Chicago Tribune, Wall Street Journal, and many more. She lives and works just outside of Chicago with her husband, happily attending choir concerts and sporting events for her college-age children.
Our members asked for a speaker who could talk about improving their customers’ experiences... As luck would have it, we heard Jeannie on NPR and knew she was the one we needed for our conference. Not only was her message tailored to our public sector audience, but she brought personal experience, humor and an on-target message.
Discover how Jeannie’s keynotes ignite action, unite teams, and turn customer experience into real results.
