Experience Investigators
Empowering Change Agents to Create Fewer Ruined Days for Customers
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Latest posts
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AI Search Is Rewriting B2B Buying
AI is quietly rewriting the B2B buyer journey, and it starts earlier than most pipelines can see.
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How Proactive CX Turns Customers Into Loyal Fans
Discover how proactive customer experience communications turns frustration into loyalty with real B2B and B2C examples you can apply right now.
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Your Customer’s AI Agent is Here
When AI agents shop, cancel, and compare for your customers, what happens to retention? Discover practical ways to build an agent-ready CX strategy.
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How To Lead Change When The Tools Keep Shifting with Gloria Gupta (CX Pulse Check – October 2026)
In this CX Pulse Check, Jeannie Walters is joined by Gloria Gupta, Senior Director of Customer Experience at the American Medical Association, to talk about what’s really happening on the ground in customer experience and CX transformation right now.
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Experience Is Everything Named Book Of The Year Finalist In 2026 Stevie® Awards For Women In Business
Recognition Highlights Jeannie Walters’ Practical Guide for Customer Experience Leaders
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9 ways CX will change in 2027
The first in our three-part outlook series, practitioners for Oura, Uber, RYA and Visa share their outlooks for CX
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Trust with a Capital T
Your AI just answered a customer. Now ask the uncomfortable question: do they trust it, and do they trust you more or less because of it?
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At airports, secret bars promise an escape. If you can find them.
Speakeasies are part of the latest evolution in airport hospitality, with restaurants and bars designed to be experiences.
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Customers say AI has made their service experience worse
Customers have two big complaints from their AI interactions: they can’t reach a person when they need to and they have to repeat themselves, an Alchemer survey found.
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Reshaping CX with AI
When AI spending moves faster than trust, customers feel it through inaccuracies, frustrating loops, and a lack of empathy during complex moments.