“Experience Is Everything: Making Every Moment Count in the Age of Customer Expectations” by Jeannie Walters provides frameworks for shifting organizations from reactive customer service to a proactive customer experience strategy. The book introduces tools for creating CX as a business discipline including the CX Mission Statement, CX Success Blueprint, and the Four C’s of CX Culture. Available for pre-order on Amazon, releases April 2026 through Mission Driven Press/Simon & Schuster.

“Experience Is Everything,” Now Available for Pre-order on Amazon, Offers Solutions for Plummeting Customer Loyalty and Provides Framework to Transform CX from Department to Business Discipline

Jan. 15, 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. It will be released April 14, 2026. The book addresses several customer experience (CX) business challenges, including rapidly declining customer loyalty and escalating customer expectations.

According to Emarsys research, after years of steady growth customer loyalty fell to 29% in 2025, a 5% drop from 2024. At the same time, organizations are struggling to meet escalating customer expectations.

“Customer experience is proactive. Customer service is reactive,” said Walters, whose LinkedIn Learning courses have reached more than 500,000 professionals. “Organizations treat CX like fairy dust — something you sprinkle around by asking people to ‘think of the customer.’ That doesn’t work. You need a systematic approach.”

The book introduces frameworks for building what Walters calls the three foundations of effective customer experience: mindset, strategy and discipline. Rather than generic advice to “delight customers,” “Experience Is Everything” provides actionable tools, which include the CX Mission Statement for organizational alignment, the CX Success Blueprint for strategic planning, and the Four C’s of CX culture (conscience, communication, consistency and credibility).

“Most CX programs fail because they’re treated as a department rather than a business discipline,” Walters said. “Leaders assign someone to ‘improve customer experience’ without defining what success looks like or connecting it to business outcomes. My goal is to change that.”

The book draws on Walters’ two decades consulting with Fortune 500 companies like JPMorganChase, SAP, Verizon, and Comcast. It tackles persistent challenges by asking hard questions: How do you get leadership buy-in? How do you align cross-functional teams? How do you prove ROI? How do you create a customer-first culture when employees are overwhelmed?

Central to the book’s approach is understanding customer journeys from the customer’s perspective — not the organization’s internal view. “We can only experience the world from our perspective,” Walters writes. “A customer journey map gives you the customer’s perspective.”

“Experience Is Everything” also addresses how organizations can balance customer experience with business realities. “Customer experience can’t be just about customers,” Walters said. “We have businesses to run, goals to achieve, outcomes to report. That means approaching CX the same way we approach any other part of the business.”

The book arrives as organizations face mounting pressure to demonstrate CX results. The global customer experience management market is projected to reach $32.9 billion by 2030, reflecting surging demand for strategic CX expertise. Traditional customer service roles show 0% growth through 2034 while demand for strategic CX capabilities accelerates.

Walters’ mission through Experience Investigators is “to create fewer ruined days for customers” — a philosophy reflected throughout the book’s emphasis on removing friction and delivering proactive experiences.

For more information, visit: ExperienceInvestigators.com

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About Experience Investigators

Experience Investigators, founded in 2009 by award-winning customer experience leader and international keynote speaker Jeannie Walters, CCXP, CSP, helps organizations shift from reactive customer service to a proactive customer experience strategy. Recognized by LinkedIn as one of the most influential voices in the industry, Walters and her team provide strategic consulting, training, and thought leadership for Fortune 500 companies and SMBs across multiple industries. The firm’s proven CXI Navigator™ framework empowers leaders at all levels to drive measurable customer experience outcomes. More than 500,000 professionals have taken Walters’ LinkedIn Learning courses, and her insights on customer experience strategy have been featured in Forbes, The Wall Street Journal, NPR, and The Chicago Tribune. Walters is the author of “Experience Is Everything: Making Every Moment Count in the Age of Customer Expectations” (releasing April 2026). Visit: experienceinvestigators.com

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Press Contact: Jeff Pizzino, APR (or +1 480-606-8292)

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