Jeannie Walters

Jeannie Walters, an award-winning customer experience expert and founder of Experience Investigators, dives into the vital distinction between customer experience and customer service. She discusses the importance of shaping the entire customer journey and emphasizes a proactive mindset. Jeannie highlights how generational differences impact expectations and the urgent need for businesses to adapt to these shifts. Moreover, she underscores the critical role of speed in responses, sharing anecdotes that reveal how perceptions of 'soon' can vary widely.