Experience Is Everything: Making Every Moment Count in the Age of Customer Expectations - Hardcover

by Jeannie Walters (Author)

In Experience Is Everything, award-winning CX strategist Jeannie Walters shows leaders at every level how to transform everyday interactions into human-centered experiences that inspire loyalty and create lasting impact.

In today's hyper-connected world, delivering exceptional customer experience (CX) is no longer a nice-to-have--it's the key to growth, trust, and long-term loyalty.

In Experience Is Everything, award-winning CX strategist Jeannie Walters offers a transformative guide to reimagining customer experience as a mindset, strategy, and daily discipline. Whether you're a CEO, team leader, or front-line employee, this book equips you to become a true "CX Change Agent"--one who drives positive, measurable results by focusing on human-centered experiences.

With practical tools, inspiring stories, and proven frameworks, Walters introduces her three-part foundation for CX success: a customer-centric mindset, a defined strategy aligned with organizational goals, and the discipline to take consistent action. Learn how to craft and implement a Customer Experience Mission Statement, build cross-functional alignment, and use journey mapping to remove friction and delight your customers at every step.

This isn't theory--it's a roadmap to impact.

Readers will learn how to:

• Distinguish between customer service and customer experience--and lead both effectively
• Create a clear CX Mission Statement to unify and empower teams
• Use customer journey mapping as a strategic, problem-solving tool
• Align CX goals with business outcomes like revenue growth and efficiency
• Build a culture where CX is everyone's responsibility
• Turn feedback, data, and everyday interactions into loyalty-building moments

If you're ready to make every customer interaction count, Experience Is Everything will show you how.

Author Biography

Jeannie Walters, CCXP, CSP, 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. The CXI (R) (Customer Experience Investigation) framework aligns customer experience goals to tangible business outcomes.

Trailblazing the movement from "Reactive Customer Service" to "Proactive Customer Experience," Jeannie is considered a 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, colleges and universities, non-profits, healthcare organizations, municipalities, and government entities.

As a Certified Speaking Professional and 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 has served as a guest lecturer and Masterclass instructor and has had over 500,000 people go through her courses on LinkedIn Learning. She launched CXI Membership(TM) 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. She lives and works just outside of Chicago with her husband, happily attending choir concerts and sporting events for her college-age children.