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Experience Is Everything
Experience Investigators
Book • 2025
Jeannie Walters' 'Experience Is Everything' provides a hands-on playbook for making customer experience a strategic priority that drives retention, revenue, and trust.
Drawing on two decades of work across industries, Walters outlines how to align organizational mindset, build a CX success blueprint, and apply business discipline to daily decisions.
The book includes practical tools such as customer experience mission statement templates and a CX success blueprint to link customer efforts to organizational goals.
Walters emphasizes starting with what the business is trying to achieve, then choosing the right CX levers and technologies to support those aims.
Her approach stresses prioritization, measurable outcomes, and using AI and other tools to amplify positive experiences rather than scale poor ones.
Drawing on two decades of work across industries, Walters outlines how to align organizational mindset, build a CX success blueprint, and apply business discipline to daily decisions.
The book includes practical tools such as customer experience mission statement templates and a CX success blueprint to link customer efforts to organizational goals.
Walters emphasizes starting with what the business is trying to achieve, then choosing the right CX levers and technologies to support those aims.
Her approach stresses prioritization, measurable outcomes, and using AI and other tools to amplify positive experiences rather than scale poor ones.
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Mentioned in 1 episodes
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Jeannie Walters
Experience Is Everything: Rethinking Customer Experience In An AI-Driven World
