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Communication Skills for Customer-Focused Organizations

Stop pointing fingers! Customer-focused organizations create teams focused on the outcomes for customers… and this means knowing how to talk about hard truths. Teams will learn how to communicate in customer-focused ways and how to create a culture of support for customer experience.INQUIRE ABOUT THIS KEYNOTE

What it's about

Brand Culture TransformationEmpathyEngagementLeadership

Who it's for

Frontline TeamsSupervisors & Managers

Rise of the Machines: Automation and AI in Customer Experience

How does the robot army serve their customer service overlords? Or do they?

Jeannie explores the best and worst case scenarios of using our non-human counterparts to serve customers. How do customers really feel about this new way of service?

INQUIRE ABOUT THIS KEYNOTE

What it's about

AutomationCustomer JourneyEngagement

Who it's for

Frontline TeamsLearning & Development LeadersMarketing & Brand Teams

Micromapping: Diving Deep Into Specific Parts of Your Customer Journey

Journey maps can be overwhelming. How can you encourage your teams to use the right techniques to understand their customers better? Micromapping is the way.

Micromapping is a technique that can be used in simple ways to connect with what’s happening with the customer beyond the process maps and assumptions. Jeannie shares her unique approach to exploring what a customer needs when in a moment of truth.

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What it's about

Customer JourneyLeadership

Who it's for

Learning & Development LeadersMarketing & Brand TeamsSupervisors & Managers

Build the Right Culture: Employee Engagement For Superior Customer Experience

Employee experience is directly linked to customer experience. If employees aren’t clear on their roles or where they fit into the customer journey, they simply can’t deliver on a great customer experience.

This keynote is perfect for those considering ways to improve the culture from the inside-out, as well as HR and Talent professionals. Jeannie explores the employee journey from being a candidate for a job all the way through becoming your CX Superstar!

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What it's about

Brand Culture TransformationCustomer JourneyEngagement

Who it's for

C-Suite LeadersDirectors & Vice PresidentsFrontline TeamsSupervisors & Managers

CX 101 – What Every Person in Your Organization Needs to Understand

Customer experience is a big topic. How do you create a customer-focused culture when those within your organization assume customer experience doesn’t really apply to them?

In this keynote, Jeannie explores why this is so hard, how to remove the territorial attitudes bound to sabotage your CX efforts, and the 3 culture keys to help everyone see that CX is everyone’s job.

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What it's about

Customer JourneyCustomer LoyaltyCustomer ServiceEmpathyEngagement

Who it's for

C-Suite LeadersDirectors & Vice PresidentsFrontline TeamsLearning & Development LeadersSupervisors & Managers

Customer Journey Maps: How to Create Processes Your Team Will Actually Want to Follow

Customer Journey Maps can be powerful tools, but too often they turn into long-term projects culminating in a really nice poster on the wall.

How can you make sure your teams understand the right way to journey map? And then what? What are the best practices around using journey maps to create more engaging and exceptional experiences for your customers?

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What it's about

Customer JourneyLeadership

Who it's for

Learning & Development LeadersMarketing & Brand TeamsSupervisors & Managers

The Future of Your Customer Experience

What are the top trends that will impact your business? Why are customers behaving differently than they did 10 years ago, and how will they behave in the next 10?

In this keynote, Jeannie helps you predict the future of customer experience for your organization, going beyond the usual talking points around digital transformation and diving into how buying behavior will need your support in new ways.

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What it's about

AutomationBrand Culture TransformationCustomer Journey

Who it's for

C-Suite LeadersDirectors & Managers

Experience at the Pace of Growth

When a business is young, the founders are organically intent on ensuring the happiness of each new customer. It’s WHO they are, not necessarily WHAT they do.

As it grows, that intention remains—but a gulf can form between leaders’ perception of the customer experience and the actual customer journey, creating a knowledge gap substantial enough to sink your business.

INQUIRE ABOUT THIS KEYNOTE

What it's about

Brand Culture TransformationCustomer JourneyLeadership

Who it's for

C-Suite Leaders

Wow Your Customers with a CX-Superstar Workforce

Keep your customers coming back for more by training your workforce to deliver world-class CX.

Teach them how to make the most of every customer moment to increase loyalty and advocacy, and as an added benefit, increase their own job satisfaction.

Attend this session with professional CX investigator, Jeannie Walters, for insider tips on creating training that dramatically improves both customer and employee experience.

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What it's about

Customer JourneyCustomer LoyaltyLeadership

Who it's for

C-Suite LeadersDirectors & Vice PresidentsLearning & Development Leaders

Be Your Own Customer Experience Investigator™: Elevate Your Customer Experience

In this keynote, Jeannie provides a roadmap for building stronger customer relationships that scale—especially as tied to digital transformation. As the world’s only Chief Customer Experience Investigator™ and creator of the CXI ® Customer Experience Investigation™ process, Jeannie has conducted in-depth evaluations for clients all over the world.

In this keynote or workshop, Jeannie pulls back the curtain on her two decades of consulting and how she gets such rich, important feedback for her clients.

You will learn:

  • Some simple techniques to truly walk in your customer’s shoes – and not just once or twice a year
  • Why saying “customer experience is everyone’s job” is actually the worst thing you can say!
  • Why we can focus on often-overlooked data to help us avoid survey fatigue, over communication and the “their so sales-y!” feelings of our customers
  • Why it’s fun to be Nancy Drew and investigate your customer’s true experiences.

Jeannie offers a path for creating a company culture that goes beyond just analyzing data to truly understanding what your customers are thinking, from first touch to last.

This will allow you to make better business decisions, increase loyalty and retention, reduce employee turnover—and create an environment where customers and employees alike feel empowered.

INQUIRE ABOUT THIS KEYNOTE

What it's about

Brand Culture TransformationCustomer JourneyCustomer LoyaltyEmpathy

Who it's for

Supervisors & Managers

Moments That Matter

A great customer experience is made up of a multitude of small moments. Jeannie’s been collecting examples of the best and the worst of these – and their ultimate outcomes – since before her TEDX talk on this subject in 2012.

These moments are fleeting, but have major consequences for customer engagement.

In this keynote, Jeannie shows your business leaders how to recognize those small moments that build trust with customers—or break it completely. You will learn:

  • Why Every Moment DOES Actually Matter
  • How Small Moments Add Up to Big Things
  • How to Find these Moments in Your Customer’s Journey
  • What Customers Are Looking for NEXT…and how to build the right moments into your customer’s journey for the future

These tiny details are easy to overlook, but Jeannie uses relevant and funny examples to make increasing customer loyalty fun, practical, and engaging with every tiny interaction.

This is a fun, interactive keynote with easy-to-digest content that is immediately actionable for your audience.

INQUIRE ABOUT THIS KEYNOTE

What it's about

Customer JourneyCustomer ServiceEmpathyEngagement

Who it's for

Frontline Teams

The Leader’s Role in Customer Experience

The Feisty Five – Skills for Customer Experience Leadership

Anyone can talk about the importance of customer experience! But what does it take to truly LEAD?

Your bottom line is all about the experience your team delivers. How do you get them there?

With more than 20 years working with leaders from organizations like Allstate, Orangetheory Fitness, Bath and Body Works, and dozens of others, Jeannie offers a content-rich presentation based on real-life leaders, what’s worked, what hasn’t, and what will change in the future.

Leaders will learn:

  • How to shift from a traditional results-driven leader to one who ties those results with everyday actions that affect your customers
  • What it means to really listen to customers, and what to do once you’ve heard them
  • Strategies to help your team get more than a passing interest in customer experience, and how to engage them in incorporating Experience into the DNA of your organization

In this keynote or executive workshop, Jeannie helps your leaders define better outcomes, create winning strategies and develop a customer-first team for an exceptional customer experience.

When a business is young, the founders are organically intent on ensuring the happiness of each new customer.

As it grows, that intention remains—but a gulf can form between leaders’ perception of the customer experience and the actual customer journey, creating a knowledge gap substantial enough to sink your business.

INQUIRE ABOUT THIS KEYNOTE

What it's about

Brand Culture TransformationEmpathyLeadership

Who it's for

Supervisors & Managers

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