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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

Customer JourneyCustomer Service

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 Service

Who it's for

Directors & Vice Presidents

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. (Nancy Drew Testimonial?)
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

Customer JourneyCustomer Service

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.

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What it's about

Customer JourneyCustomer Service

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

Customer JourneyCustomer Service

Who it's for

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