Jan. 26, 2026 – Experience Investigators CEO Jeannie Walters’ forthcoming book, “Experience Is Everything: Making Every Moment Count in the Age of Customer Expectations” (Mission Driven Press/Simon & Schuster), is now available for pre-order on Amazon.

Jan. 10, 2026 – Organizations are deploying artificial intelligence tools for customer experience at record speed while failing to train employees on strategic AI implementation, creating a knowledge gap that threatens to undermine customer relationships, according to Experience Investigators CEO Jeannie Walters.

Jan. 5, 2026 – Customer experience (CX) expertise has evolved from a specialized support function to an essential skill requirement across industries, with the global CX management market expected to grow to $32.9 billion worldwide by 2030, according to Grand View Research.

Jan. 2, 2026 – After years of steady growth, recent SAP Emarsys research shows customer loyalty fell to 29% in 2025, a 5% drop from 2024.

Nov. 10, 2025 – Many organizations celebrate record-high customer satisfaction scores while simultaneously losing customers to competitors, according to Experience Investigators CEO Jeannie Walters.

Sept. 24, 2024 – Experience Investigators, a customer experience consulting firm, formed a partnership with the City of Tampa, Florida, to elevate the citizen experience — referred to as customer experience (CX) in the business world — for its residents, businesses and visitors.