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PODCAST

The CX Leader Podcast | A resource for customer experience leaders

Walker Information

The CX Leader Podcast provides insights for customer experience (CX) and experience management (XM) leaders to improve their business results by unlocking the potential of their customer experience, helping their customers and prospects want to do more business with them. The CX Leader Podcast is produced by Walker, an experience management consulting firm that helps companies accelerate their XM success.

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All Episodes

30:25

CX Horror Stories V: The CX Apocalypse

The CX Leader Podcast | A resource for customer... ·

2022/10/31

What would the world look like if customer experience simply... disappeared? How would anyone receive support? How would companies know what products work? How would you be able to hire someone to fix your dishwasher? In this special episode of The CX Leader Podcast, producer Chris Higgins assembles a panel of experts from Walker to perform a terrifying thought experiment worthy of an episode of The Twilight Zone: imagine a world without customer experience. Panelists include Walker experts Brett

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29:09

Right from the Start

The CX Leader Podcast | A resource for customer... ·

2022/10/25

Closed-loop feedback is not a foreign subject on this podcast; we’ve covered it many times before and you can find those episodes on our website, cxleaderpodcast.com. But in this episode we look at a company that services a complicated insurance market, and how implementing a closed-loop follow-up early in the company’s life has impacted their growth. Host Steve Walker welcomes Stephanie-Marie Sullivan, a customer experience manager, and Kevin McEnery, AVP of customer experience at SageSure, a

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26:36

The Human/Digital Balance

The CX Leader Podcast | A resource for customer... ·

2022/10/18

Customers are demanding new ways to connect with companies, ranging from websites to apps, chat support to bots - the technological tools available to CX professionals is growing. In the inaugural episode in our series, "CX Now: Eight Essential Themes Driving CX Evolution," host Steve Walker welcomes Elliot Moran, associate vice president in our advisory and managed services at Walker, for a discussion on how digital interactions are driving CX evolution. Listen to more episodes and subscribe to The

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29:27

Eagles, Parrots, Doves, and Owls

The CX Leader Podcast | A resource for customer... ·

2022/10/11

Many companies use them: personality tests or evaluations - ways to help employees discover more about how they and their colleagues work with others. Some might roll their eyes at the mention of them yet others find them very useful in trying to connect to other people in their company. Regardless of how you feel about them, the goal is ultimately a better-working team. And employees working well together means there’s better potential for excellent customer experiences. Host Steve Walker welcome

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33:27

Start Your Engines!

The CX Leader Podcast | A resource for customer... ·

2022/10/04

In a special CX Day Celebration episode and playing of this year's theme "CX Drives Success," host Steve Walker welcomes experts Sean Clayton, Sheila March, and Jack Walker for a fun panel discussion on how racing shares similar traits with customer experience. CX Day is held every first Tuesday in October by the Customer Experience Professionals Association as a global celebration of the customer experience profession. Learn more about CX Day: https://www.cxday.org/ More about the Customer

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34:03

From B2C to B2B

The CX Leader Podcast | A resource for customer... ·

2022/09/27

This episode features a more open-ended conversation on one of the host's favorite topics: the differences between B2B and B2C, but focusing on what it is like for a CX professional to transition from B2C to B2B, or vice-versa. Steve Walker welcomes guest Stuart Gilchriest, director of CX strategy at UKG, a technology company providing solutions for HR, payroll, and workforce management technology. Connect with Stuart on LinkedIn: https://www.linkedin.com/in/stuartgilchriest/ Learn more about UKG

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28:02

Just Look at the Data

The CX Leader Podcast | A resource for customer... ·

2022/09/20

Data is important for customer experience. Providing a great experience is certainly a good thing, but it’s not enough to assume that your program is delivering. You must gather the data necessary to either confirm you’re doing it right, or find you need to make some changes in order to improve your CX. Host Steve Walker welcomes Tim Thoman, President and CEO of Performance Services, a company that designs and constructs high performance buildings, for a discussion on how they integrate customer

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30:41

Conflict... is a good thing?

The CX Leader Podcast | A resource for customer... ·

2022/09/13

It's an easy tenet to accept that a lack of conflict translates to a productive workplace. The less H.R. puts out personality “fires” the more people can concentrate on their jobs. But a study published back in 2003 by the Institute for Research on Labor and Employment at UC Berkeley found that if the traditional rules of brainstorming, which encourage people to not criticize any presented ideas, are replaced with instructions encouraging debate, and even criticism, productive and innovative

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21:39

Soaring Above the Crisis

The CX Leader Podcast | A resource for customer... ·

2022/09/06

COVID required many companies to rethink how they do business. Come companies adapted well, others did not. But some unique challenges crop up when your business is highly regulated, like the aviation industry. Regardless of the pandemic, pilots still need to be trained, certified, and recertified, and if the training of pilots is the core services of your business, then some innovative thinking needed to happen in order to continue the important work of keeping people flying. Host Steve Walker

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22:03

The Monograph Project

The CX Leader Podcast | A resource for customer... ·

2022/08/30

A common subject on the show is the importance of cross-functional collaboration when executing good customer experience. Knowing how other departments and groups work within the company is vital, but not always easy. And yet, CX pros are often left with the task of getting everyone on-board and collaborating so the entire company can help provide the best possible customer experience. Guest Michelle Spaul is a customer experience consultant and leads the Customer Experience Professionals

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15:08

Your Opinion Counts

The CX Leader Podcast | A resource for customer... ·

2022/08/23

Women's Equality Day is celebrated in the United States on August 26, commemorating the 1920 adoption of the Nineteenth Amendment to the United States Constitution, which prohibits the states and the federal government from denying the right to vote to citizens of the United States on the basis of sex. In honor of that event, and in honor of her great-grandmother Tommie Walker, who founded Walker in 1939, Sara Walker guests hosts to highlight words of wisdom from women who have been guests on The CX

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30:18

We Are All CX

The CX Leader Podcast | A resource for customer... ·

2022/08/16

People love origin stories. And for CX professionals, narratives of customer experience “newbies” growing from humble beginnings into “heroes” can be insightful. Continuing in our series of featuring winners from the Awards International 2022 US Customer Experience Awards, host Steve Walker welcomes Lee Kemp, operations, supply chain, and Customer Experience leader, and Sam Wegman, vice president for customer experience, at Univar Solutions, a global chemical and ingredient distributor. Lee and Sam

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28:43

You're Never Too Big For Change

The CX Leader Podcast | A resource for customer... ·

2022/08/09

Change is not easy. It’s human instinct to become comfortable with “what you know.” But sometimes a change is necessary – when CX professionals notice a problem, or recognize a way to make the customer’s experience better, their instinct is to find solutions to improve how they interact with customers. And a large global technology company needs a CX leader who can bring people together into a common purpose and inspire them to do what’s best for their customers. Host Steve Walker welcomes Bob

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25:46

Built to Win

The CX Leader Podcast | A resource for customer... ·

2022/08/02

Building CX programs from scratch is never an easy task. And the endeavor usually starts with the vision of a single person that sees the benefits of CX and agrees – or is appointed – to spearhead the project. And that includes a lot: program planning, gaining support throughout the organization, putting convincing metrics in place, and a whole lot more. It’s a daunting task. Guest host Pat Gibbons welcomes Carol Tesarek from Equipment Depot to highlight how they put all the right pieces together to

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21:44

The CX Book of Knowledge

The CX Leader Podcast | A resource for customer... ·

2022/07/26

Today’s technology allows for peer-driven collaboration on an unprecedented level. People from across the globe can create knowledge resources on Wikipedia, or develop software on GitHub and share it with the world. There are even ways to create art and music collaboratively online. So it only makes sense that a group of CX pros decided that the customer experience profession needed some sort of playbook that “documents CX terms, tactics, and approaches based on the CXPA CX Framework." Host Steve

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37:22

Trends in Patient Experience

The CX Leader Podcast | A resource for customer... ·

2022/07/19

Health is a deeply personal topic and these last few years have pushed healthcare institutions into making unprecedented changes in how they deliver that care. Naturally, this has had an impact on the patients’ experience. XM professionals in healthcare institutions must be mindful that patients are NOT customers, and design programs accordingly to improve the patient experience. Host Steve Walker welcomes Sarah Andrews, vice president for advisory services at Walker, and Sarah Gilstrap, a senior

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27:52

The Consistent Experience

The CX Leader Podcast | A resource for customer... ·

2022/07/12

If you’re a CX pro for small or medium size company, you already know the challenges in designing and delivering the best possible experience for your customers. But what about companies that have multiple locations? What about a company like Starbucks which has over 33 thousand locations? How do they deliver such a consistent experience across so many countries and cultures? Host Steve Walker welcomes Jim Hardeman, chief marketing officer and chief product evangelist for CMX, for a discussion on

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13:37

Turn Back Time: Employee Experience

The CX Leader Podcast | A resource for customer... ·

2022/07/05

We’ve had some great guest on the show recently and the importance of the employee experience has started to emerge as a notable topic. Many guests emphasize the need for companies to empower and trust their employees to make decisions that improve the customer experience. In this episode of our “Turn Back Time” take home value series, producer Chris Higgins highlights some of the take home value offered from our guest in regards to employee experience.

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25:12

The Long and Winding Road

The CX Leader Podcast | A resource for customer... ·

2022/06/28

Few if any of customer experience pros went to school to be a CX professional, and yet there are thousands in this flourishing profession. So what does it take to be a CX leader? What are the right skills and what is the best career path to take? How do you break into this and how do you determine whether your company will really support customer experience strategies? Guest host Pat Gibbons welcomes Shelly Chandler, a certified CX professional and as head of customer experience for Delaware North,

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29:12

The Innovative CX Leader

The CX Leader Podcast | A resource for customer... ·

2022/06/21

There are a number of ways to design experiences for your customers, but you're stuck. You find it hard to think beyond how things are currently done. And even if you had some sort of break-through idea, changing your current processes and getting others on board seems pretty daunting. And yet you constantly wonder, "what if?" Guest host Pat Gibbons welcomes Jonathan Shroyer, Chief Customer Experience Innovation Officer for Arise Virtual Solutions, for a discussion on driving innovation in your CX

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340 results

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