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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

28:24

Experiment and Explore

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

2023/12/12

While there is some historical debate on this, Aristotle is widely recognized as one of the early inventors of the scientific method – the way in which we observe, hypothesize, experiment, and gather data. Experimentation is key to logically understanding our world. And just like any other business practice, experimenting with CX can help you gain insights on what works best for your organization in delivering an amazing experience. Host Pat Gibbons welcomes Gabs Dracopoulos, head of global customer

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31:31

Yes, It's Worth The Effort!

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

2023/12/05

It’s a subject on which we’ve dedicated several episodes: employee experience. And we’ve even covered how to effectively combine CX and EX, a subject for which Walker released a report that you can find on walkerinfo.com. But we haven’t really explored the value of combining employee and customer experience – is it even worth it, and what challenges can I expect? Host Steve Walker welcomes Suzanne Scharer, a product scientist at Qualtrics, for a discussion on why it's worth the effort to combine

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09:16

Quick Tips Minicast: What is the Walker Loyalty Matrix?

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

2023/11/30

Companies often struggle with knowing their customer's needs and why they actually stay customers. Are they happy? Are they looking elsewhere for their needs? Why are they not happy? Segmenting these customers into a loyalty scale is common, but not necessarily actionable. On this episode of The CX Leader Quick Tips Minicast, Michelle Buretta, a vice president at Walker, shares how the Walker Loyalty Matrix™ provides businesses with a practical means to leverage the voice of the customer for

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38:30

Every One is Part of the Whole

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

2023/11/28

According to a recent Pew Research Center survey, the majority of workers in the U.S. say that focusing on DEI in the workplace is “a good thing.” With so many organizations adopting ways to improve diversity, equity, and inclusion, it seems that we, as CX professionals, should explore ways we can incorporate this important work into our efforts of improving customer experiences. And my guest on this episode has already made progress in incorporating DEI into CX and EX programs. Host Sara Walker

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30:22

The Value in the Machine

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

2023/11/14

There’s so much talk about artificial intelligence these days. With stories of how it is changing the world on so many fronts, customer experience professionals can’t help but explore its impact on their organization’s CX program. And when we think about another common struggle with CX – linking the work of customer experience back to revenue – a little bit of help from machine learning might offer a solution. Host Pat Gibbons welcomes Nikhil Nadiminti, senior program manager ISG for worldwide

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32:49

Data and Design Make Great Experiences

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

2023/11/07

There's an adage that implies designers and data scientists sometimes don't always see eye to eye. Designers look for esthetics and the functionality while developers and researchers lean towards the data. Why is that? We can all get along and there's no reason why we can't work together! You can use data to create usable and esthetic designs that support excellent customer experiences. Host Pat Gibbons welcomes Caroline Quinlan, digital CX manager for Electric Ireland, for a discussion on how data

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35:16

CX Horror Stories VI

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

2023/10/31

We must warn you: the podcast episode you're about to listen to is filled with frightful tales of deliveries gone wrong, misdirected concert tickets, terrible website engineering, and rental cars that won't start. This can only mean one thing: it's another blood-curdling episode of CX Horror Stories! Hosted by Sara Walker and Gary Szeszycki, guests include Diane Skirvin (Walker), Bill Daughtery (Gibson Teldata), Tyler Morris (Walker), and Kerri Meyer (Qualtrics). Listen to more horror stoires (if

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26:41

Put Me In, Coach!

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

2023/10/24

In 1989, Evered and Selman put forward the idea that looking at managers as “coaches” creates a better culture for employees. They say, “coaching focuses on discovering actions that enable and empower people to contribute more fully, productively, and with less alienation than the control model entails.” We take the same view here at Walker, where our team leads take the role of coaches to develop CX teams. A lot of those skills translate to leading a CX team in a company – or guiding a whole

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05:43

Quick Tips Minicast: How many questions should I have...

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

2023/10/19

You're ready to get going on gathering customer feedback, but there's always that looming question: what will we ask them and how much is too much survey? On this edition of The CX Leader Quick Tips Minicast, Walker expert Molly Work gives helpful advice on how to determine the right amount of questions to ask in a survey. Listen to more Quick Tips at https://cxleaderpodcast.com/quicktips/ Learn more about Walker at https://walkerinfo.com/

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30:27

Created with Customers in Mind

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

2023/10/17

Managing your money is already a stressful task, and it's sometimes difficult to intentionally think ahead about what happens when we retire. Luckily, there are some very smart people in the world of personal finance who can help with that aspect of life. But what does the customer experience look like in that field? Continuing our look into the winning programs at the 2023 US Customer Experience Awards, host Pat Gibbons welcomes Jenny Schmidt, vice president for strategic initiatives at Prudential

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19:48

Give Them That "A-ha!" Moment

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

2023/10/10

Here's a situation you might have heard about, or even experienced: you’re ready to get going on this CX “thing” – you’re going to revolutionize your company. But you don’t quite have executive buy-in, or you’ve got the buy-in but you just can’t get people to do what needs to be done. It’s a common problem with companies new to customer experience. Host Steve Walker welcomes back Megan Burns, CX pioneer, keynoter, and advisor, for a discussion on how to active customer experience in your

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31:46

Let's Celebrate!

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

2023/10/03

Every first Tuesday of October, CX pros take a moment to celebrate their profession and bring awareness to the benefits of a great customer experience, and we hope you’re celebrating with us as well! Since 2011, the Customer Experience Professionals Association, or CXPA, has been dedicated to the advancement of the CX profession and continues to provide support for customer experience professionals throughout their career. Guest host Pat Gibbons welcomes Greg Melia, CEO of the CXPA, for a discussion

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05:09

Quick Tips Minicast: How can I improve my response...

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

2023/09/28

You've planned a great program for gaining customer feedback, but there's just one problem: a low response rate. On this edition of The CX Leader Quick Tips Minicast, Walker expert Drew Hall has some advice on how to manage your lists to encourage a healthier response rate, therefore gathering a better quality of customer feedback. Listen to more Quick Tips at https://cxleaderpodcast.com/quicktips/ Learn more about Walker at https://walkerinfo.com/

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27:48

Consistently Good, Strategically Amazing

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

2023/09/26

When did customer experience come into existence? If you’ve listened to this show for a while, you’ll know there was no definitive “big bang” event for CX. It evolved from various other disciplines into the “ethos” of customer centricity that it is today. And there’s no stopping it – customer experience is here to stay, and we can’t wait to see what’s in store for the future. Host Steve Walker welcomes back Megan Burns, a world-renowned author, keynoter, and CX expert, for a discussion on the past,

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29:08

Award-Winning CX

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

2023/09/19

You’ve heard us promote the US Customer Experience Awards several times on this program. If you’re not familiar with them, we recommend you check them out at usacxa.com. In this episode, host Steve Walker had the privilege of welcoming a CX leader that helped earn their company the Overall Winner of the 2023 Customer Experience Awards, in addition to winning gold and silver awards in several other categories. Steve welcomes Riccardo Porta, the Global Director for CX at Dow, the materials and science

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07:02

Quick Tips Minicast: Is my sample size statistically...

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

2023/09/14

Respondents to your surveys are like notes in a symphony of data: if the right notes are played, you have a musical masterpiece. But if some are playing wrong notes, a dissonant chaos of sound can confuse the listeners. In the inaugural edition of The CX Leader Quick Tips Minicast, Walker expert Tanner Smith discusses how CX experts can make certain they're playing the right notes so they have clear insights into their customers. Listen to more Quick Tips at https://cxleaderpodcast.com/quicktips/

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26:08

Everybody is a Consumer

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

2023/09/12

Data is flying everywhere and CX pros are always striving to gobble-up whatever insights they can get about their customers. It’s easy to look at an average support call time, or NPS scores to get an idea of how things are going. But what about the things that are more difficult to quantify? How do find a hard number for something like customer service? Host Steve Walker welcomes Nathan Bobay, director for Consumer Service at Delta Faucets, for a discussion on quantifying the value of service. Learn

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23:48

Encore: Convenience Trumps Price

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

2023/09/05

Producer's Note: During the summer months we've been re-releasing some of our favorite episodes for our "Summer Encore Series." This episode originally dropped on November 6, 2018. Shep Hyken is an award-winning keynote speaker and renowned expert in customer experience. Shep discussed how he started in CX and how customers are no longer comparing you with competitors, but with “the best service they ever had, from anyone.” Please note that some details and situations described in the episode may

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29:38

Encore: Stop, Start, or Change

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

2023/08/29

Producer's Note: During the summer months we'll be re-releasing some of our favorite episodes for our "Summer Encore Series." This episode was originally on July 19, 2019. Guest Jay Baer has always been a fun guest to welcome onto the show. He is compelling, funny, and an engaging speaker. He’s also a world-renown expert in customer experience. We love this particular episode as he directly addressed the needs for companies to adapt to changing customer needs (e.g., a global pandemic!) Please note

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23:45

Encore: Starting from Scratch

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

2023/08/22

Producer's Note: During the summer months we'll be re-releasing some of our favorite episodes for our "Summer Encore Series." This episode was originally on July 19, 2019. Guest Roberta O'Keith did a great job describing how to start a CX program from scratch – it’s a great “CX 101” episode for anyone looking for ways to get a program off the ground. Please note that some details and situations described in the episode may not neccessarily be the same as when it originally was released. It might

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340 results

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