The Little Moments That Make or Break Customer Trust with Jeannie Walters

This episode is one of my favorites. Because it’s real talk about what customers actually experience… not just what we think they do.

I sat down with the brilliant Jeannie Walters, CEO and Chief Experience Investigator at Experience Investigators, to talk about what’s really broken in most customer experience strategies—and what to do about it.

We got into:

1. Why most CX “strategies” aren’t actually strategic
2. The difference between process maps and journey maps
3. Who should really own customer experience (spoiler: it's complicated)
4. How tiny micro-moments either build or erode trust

CX is tested in real time, by real customers, in messy, unplanned moments. And social media is one of the first proving grounds.

Mentioned in This Episode:

1. Jeannie’s new book → Experience Is Everything
2. Download the 2026 State of Social Care Report
3. Jeannie’s company → Experience Investigators