Internationally-Recognized Speaker | Certified CX Professional | Thought Partner | LinkedIn Learning Instructor
Internationally-Recognized Speaker | Certified CX Professional | Thought Partner | LinkedIn Learning Instructor
For IN-PERSON EVENTS, the exact fee falls within the fee range on this page, unless this is a “Call for Fee.”
For VIRTUAL EVENTS, the fees can vary depending on how the presenter is used (example: virtual keynote, workshop sessions, multiple video messages, etc).
To learn the exact fee, complete the “Check Availability” form or call us (at 973-313-9800), email us at [email protected], or chat with one of our team members on LiveChat.
We look forward to helping you.
For IN-PERSON EVENTS, the exact fee falls within the fee range on this page, unless this is a “Call for Fee.”
For VIRTUAL EVENTS, the fees can vary depending on how the presenter is used (example: virtual keynote, workshop sessions, multiple video messages, etc).
To learn the exact fee, complete the “Check Availability” form or call us (at 973-313-9800), email us at [email protected], or chat with one of our team members on LiveChat.
We look forward to helping you.
Jeannie Walters is an award-winning customer experience expert, international keynote speaker, and Founder of Experience Investigators, a firm that’s pioneered helping companies increase sales and customer retention through elevated customer experiences.
Trailblazing the movement from “Reactive Customer Service” to “Proactive Customer Experience,” Jeannie is considered the 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 including Orangetheory Fitness, SAP, Comcast, and JPMorgan Chase.
As a 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’s partnered with MarketingProfs as a Masterclass Instructor and has had over 500,000 people go through her courses on LinkedIn Learning. She launched CXI® Flight School 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.
Customers today seek personalized, proactive, and powerful experiences. They want to be seen, understood, and served in modern and convenient ways. Jeannie Walters CCXP, has worked with brands all over the world to develop and deliver positive, proactive, and meaningful experiences for customers and employees alike.
How should you design customer journeys to speak to their concerns, answer their questions, and move your customers from “curious” to “converted”? Jeannie has defined customer experience in specific and actionable ways that lead to business results.
In this keynote presentation, audience members walk away with ideas to use immediately to take action and not just talk about customer experience.
Who This Is For:
Why You Should Attend:
Objectives/Takeaways:
Customer experience (CX) is so much more than fancy lingo and customer service: it stretches across every touchpoint in your customer’s journey. And that means leaders throughout the organization are being tasked with more aspects of CX all the time.
Vague directions from the top like “be customer-focused” or “deliver great experiences” do little to actually engage employees and deliver better experiences.
In this session you will discover three ways you – yes, YOU – can positively affect your customer’s journey, regardless of your role or your budget.
Who This Is For:
Why You Should Attend:
Objectives/Takeaways:
More than 400,000 online learners have learned from Jeannie Walters. Your audience will receive custom learning experiences and access to tools and insights from an award-winning global CX influencer.
Leaders are often taught to think about the big picture, but there’s plenty of magic in the details — especially when it comes to the thousands of ways customers can interact with your brand every day. What happens when these customer experience “micromoments” go ignored?
In this session, Jeannie Walters, CCXP challenges us to think about each interaction customers have with our brands and how easily the impact of those moments is overlooked. As seen in her TEDx Talk, she’ll discuss why micro moments are so important, the data behind this thinking and how to identify opportunities in your own brand’s customer journeys to make meaningful change.
Takeaways:
Marketers are now being asked to lead Customer Experience and simply deliver great experiences. But what does that really mean? Jeannie Walters, CCXP will give you tools to address the 3 A’s of CX!
At the end of this session, you will be able to:
Let’s talk about ways to deliver for your customers throughout their journey.
The digital customer journey has changed — and continues to.
We can no longer think of the digital customer journey as separate from the larger customer journey as a whole.
Superior customer experience is the main competitive differentiator today. Because consumers have more voice, more choice and more than 50% show little or no hesitation in ending relationships with companies if CX falls short.
Meanwhile, managing all the digital channels that play a role in CX doesn’t make it any easier to provide great service. So, what are the customer expectations you need to fulfill and what are the best ways to do it?
In this session, you’ll learn how to…
How Do Great Brands Deliver a Consistent Customer Experience?
How can some brands get it so right, so consistently, while others are so consistently… inconsistent?
The answer is a Customer Experience Mission and a Customer Experience Success Statement.
What is a CX Mission Statement? It’s your customer experience “north star” that helps guide every part of your initiatives, products, and services to serve your customers. What about success? First, you need to define it for your organization with a CX Success Statement. Customer experience success is not a one-size-fits-all outcome, but rather a customized understanding of what success means for the organization, your leaders, and your industry.
Your CX strategy is then based on your CX Mission Statement and your CX Success Statement. They are the foundation to help you define and communicate customer experience across your organization and align customer experience goals with larger organizational goals.
In this session, Jeannie Walters, CCXP will be sharing ways your organization can develop those statements and begin delivering a more consistently delightful experience to your customers. She’ll also introduce the CX Success Formula that can help the rest of your organization understand what “doing customer experience” really is!
Takeaways:
The need to understand customer behaviors may never be as great as today. Customers are proliferating digital channels thanks to the digital acceleration that began in 2020 and extends today.
And companies need help. Only 11% of organizations say they currently understand customer behavior well, according to the CMSWire State of Digital Customer Experience. About 56% say they moderately understand customer behavior, and 33% say they either understand customer behavior poorly or that they haven’t started to understand customer behavior yet.
Customer journey mapping is one tool to help understand customers better. But it’s more than creating a map. It’s truly defining those customer moments that matter.
Jeannie Walters, chief customer experience investigator and founder at Experience Investigators, invests in making customer journey mapping work. It’s a verb, and not a noun, she says. Walters shared these and other tips and strategies around customer journey mapping and CX best practices.
In this session, you’ll learn…
“I appreciated Jeannie’s willingness to customize her approach to meet our energy and engagement level… Her willingness to adjust her message and guide the focus of the group to the conclusions she was hoping for improved the reception of those conclusions and reduced push-back if they went against our ‘normal’ line of thinking.”
“Jeannie helped us understand how to define our customers, which is crucial to our organization… We were unsure how to serve our alumni population, and Jeannie stepped in to help us focus on how we would serve members at different life cycles within our organization. Since working with her, our Chicago membership has shown an uptick, and continued growth.”
“Insight into simple ways to improve small business interaction. I’ve heard from a few attendees who changed their behavior due to the presentation…”
“Jeannie did an outstanding job. She had done her homework and was flexible to alter the discussion to gain more insights. Lynden obtained a clear view of what customers who use multiple Lynden companies perceive. This included areas where Lynden does well and areas where Lynden needs to improve.”
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