Thought Leader, Customer Experience Investigator™, CEO, Writer, TEDx Speaker
Jeannie Walters, Certified Customer Experience Professional (CCXP)
What does service really mean? What’s the magic equation to make those we serve feel heard and seen?
After nearly 20 years working with the top organizations in many arenas, including healthcare, retail, fitness, financial services, SaaS and others, Jeannie now offers a unique personal experience on what it’s like to be a patient through the eyes of a customer experience pro.
Jeannie Walters is the CEO/Founder of Experience Investigators™ by 360Connext, a global Customer Experience consulting firm. She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience.
Jeannie is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association (CXPA,) a Professional Member of the National Speakers Association, a Forbes Coaches Council Member, a C-Suite Network Advisor, a LinkedIn Learning and Lynda.com instructor, and a TEDx speaker. She is an international speaker and trainer, visiting everywhere from Saskatoon to London to Medellin!
She was named one of the Huffington Post’s “Top 100 Most Social Customer Service Pros on Twitter," Tenfold’s “Top 40 Customer Success Influencers,” one of “The Top 5 Women Customer Experience Influencers” by CloudCherry, and her TEDx talk about microinteractions, those small and often overlooked moments in the customer journey that matter, is one of Customer Thermometer’s “Best TED Talks on Customer Retention Ideas.” Her LinkedIn Learning/Lynda.com courses on customer experience have received consistent 5-star ratings and nearly 150,000 views.
Since 2014, Jeannie and her co-host Adam Toporek have been attacking today’s biggest Customer Experience problems on the Crack the Customer Code podcast, which is one of CallMiner’s “50 Must-Listen Podcasts on Customer Experience from Industry Experts and Influencers.”
Jeannie is also a very active writer and blogger, and you can find her work on Social Media Today, Retail Customer Experience, SAP CX, Customer Think, and in Pearson college textbooks.
She’s passionate about making the everyday interactions we all have as customers better and writes, speaks, studies and trains on customer experience issues around the world. Her mission is “To Create Fewer Ruined Days for Customers.”
Jeannie lives with her husband and 2 growing boys and a very spoiled dog, spending her free time at youth sports games all over the Chicagoland area and choir concerts alike, as well as spoiling the dog.
- SAP CX Live
- Georgetown University Guest Lecturer
- Lynda.com/LinkedIn Learning Author and Instructor (140,000 viewers and counting!)
- Next Generation Patient Experience
- Cleveland Clinic Patient Empathy Summit
- Digital Experience Summit
- CONNECT, Mobile Experience Summit
- CONMARC, International Marketing Congress, Medellin, Colombia
- Next Generation Customer Experience (3-Time Speaker)
- Customer Experience Professionals Association Insight Exchange (Multiple Engagements)
- WiSTEM, Women in STEM Entrepreneurs, Invited guest lecturer
- Content Jam, premier content marketing event
- CX Summit
- Customer Experience World, London, England
- Corporate Events: Disney Movie Club, Biolab, Siemens, Verizon Wireless, Bath and Body Works, Orangetheory Fitness and many others
Jeannie Walters is all about that connection. The connection between you and your customer, your customer and your employees, not to mention your brand and your bottom line. Like building blocks, these all need to snap together and Jeannie specializes in helping forward-thinking companies make that snap. That's why she's the CEO and Chief Customer Experience Investigator™ at Experience Investigators™ by 360Connext.
In the 90's Jeannie got her start with a crack team making a big leap: moving insurance into the online world. Since then she's been kicking customer experience up a notch wherever she goes, specializing in customer engagement, employee engagement, and helping cultures become customer-focused through shifting mindsets and the processes to back them up.
Investigating the customer experience for the sake of improving it takes an open mind and a thick skin, and not everyone's ready to hear the pain points from the customer's side. It takes a down-to-earth spirit like Jeannie and her crew of investigators. More importantly, it takes enlightened leadership willing to examine and invest in the experience in ways their competitors do not. Those that do can reap the benefits of better ROI and retention. Happy customers stay customers longer.
Here’s a sample of what Jeannie can cover:
- How to LEAD as a customer-focused leader
- What Micromoments Matter Most, and How To Address Them in YOUR Organization
- WHY Healthcare Needs to Consider Patient Experience BEYOND the Surveys, and HOW to do just that!
Are you ready?