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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

33:58

Go Where There's Traction

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

2023/08/15

Almost immediately after the first horseless carriages appeared on America's roads, motorists began organizing automobile clubs. AAA formed in 1902 with 1500 members. AAA continues to save the day after a breakdown and making dream vacations a reality for more than 63 million members. The logistics of that aren’t easy, but this episode's guest will provide a glimpse of how the AAA National Office coordinates a complex customer experience program. Host Steve Walker welcomes Bryan Sander, managing

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28:35

Encore: Designing for People

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

2023/08/08

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 November 10, 2020. Guest Seth Fritz, manager of the design futures team at the Delta Faucets Company, gave us just a glimpse into the practice of human-centered design, utilizing techniques that allow designers to discover how people will interact with objects, and how the CX program at Delta helps the creative team better design products

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28:58

Encore: The Common Purpose

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

2023/08/01

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 October 19, 2021. Guests Jennifer Pursifull and Sharon Bislich did some wonderful work with the company Medxcel in tying customer and employee data together, which helped empower their employees to create better experiences. That’s why we loved this episode – it beautifully demonstrates the powerful advantage of putting your CX and EX data

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30:25

Encore: Once Upon a Time

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

2023/07/25

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 August 24, 2021. We loved how our guest is passionate about connecting employees with the customers and brand through the use of storytelling. He and Steve discussed ways this can build empathy and understanding, which is vital to the overall culture of being a customer-centric organization. Please note that some details and situations

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26:09

Your CX Communication Ecosystem

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

2023/07/18

For some people, getting excited about a new project means diving right into the “fun stuff.” Working to fix up that cool classic car you just bought, or painting a landscape that inspired you. The temptation is to pick up the wrench or paint brush and dive in. But even artists and mechanics need a plan, and so do CX experts. And a critical area of planning for customer experience is communications. It’s important to know your audience and why you’re collecting data in the first place and planning

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27:35

Encore: The Survey People

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

2023/07/11

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 December 8, 2020. We loved how our guest highlighted the importance of creating a “change mindset” throughout the company to move the customer experience team beyond the label of the ”survey people.” Please note that some details and situations described in the episode may not neccessarily be the same as when it originally was released. The

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30:16

Encore: CX for the People

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

2023/07/04

Producer's Note: During the summer months we'll be re-releasing some of our favorite episodes for our "Summer Encore Series." This episode originally dropped on April 20, 2021. We really liked this episode because our guests highlighted how well some local, state, and federal government have embraced CX principles as a way to connect to communities and commercial businesses. Please note that some details and situations described in the episode may not neccessarily be the same as when it originally

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25:29

Encore: Wear Comfortable Shoes

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

2023/06/27

Producer's Note: During the summer months we'll be re-releasing some of our favorite episodes for our "Summer Encore Series." This episode originally dropped on November 12, 2019, and we loved the creative way in which IU Health immersed themselves in the patient's journey. Please note that some details and situations described in the episode may not neccessarily be the same as when it originally was released. Immersive experiences can be a powerful tool to demonstrate the customer experience, but

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28:56

Building CX Expertise

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

2023/06/20

In the grand scheme of things, customer experience is still a newer practice. While it’s growing as companies and organizations realize its potential, there are still few options for formal education and training in CX. And that can make things difficult for CX pros trying to engage the entire company in customer experience efforts. So how do you raise the level of expertise across your organization? Host Steve Walker welcomes back Drew Hall, vice president and team lead for advisory and managed

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32:11

Setting Your Priorities

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

2023/06/13

Starting a CX program in any organization can be difficult. And one of the more challenging aspects of spinning up a new program is getting your company – especially leadership – to make it a priority. And to make things even more complicated: what areas of customer experience do you prioritize? Do you start with surveys? Closed loop feedback? Journey mapping? Host Steve Walker welcomes Adam Shapourian, associate vice president of experience at United Educators, for a discussion on how to determine

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27:10

The CX Leaders Advance Conference

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

2023/06/06

We’ve mentioned the Customer Experience Professionals Association more than once on this podcast. The CXPA offers excellent resources and networking opportunities for CX professionals, and one of those opportunities includes the CX Leaders Advance Conference which was recently held in Orlando, Florida. The event offered CX pros an opportunity to discuss the most “pressing challenges faced by CX leaders.” Guest host Pat Gibbons welcomes back to the podcast Walker experts Sheila March and Dr. Troy

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30:20

Encore: Thank You for Your Service

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

2023/05/30

Producer's Note: this is an encore presentation of Episode 219, originally released on May 31, 2022. One of the best institutions to learn leadership skills is the military. Veterans often become some of the best business leaders in their fields. So how does military life translate into becoming an effective customer experience leader? Host Steve Walker welcomes Michelle Buretta, a vice president and CX strategic advisor at Walker, for a discussion on how her service in the Army prepared her to be

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28:28

The CX Plus EX Recipe

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

2023/05/23

Combining your customer experience and employee experiences can have a tremendous impact on your overall experience efforts. But what does that look like from the data perspective – how do they link and why would it be advantageous? Host Steve Walker welcomes Tanner Smith, senior analyst at Walker, for a discussion on linking CX and EX data and how it benefits the organization's experience programs. Download Walker's free report "Effectively Combining CX and EX":

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24:38

Easing the Burden

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

2023/05/16

It's safe to say that most people are feeling the effects of today’s economy. Dealing with financial issues can create a great deal of stress. Families are penny-pinching and, in many cases, grappling with ways to help ease the burden. And many financial companies don’t make that process easy. But there are ways in which companies can make that experience better and promote what our guest refers to as “financial health.” Guest host Pat Gibbons welcomes Rochelle Gorey, co-founder and CEO of

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27:39

CX Center of Excellence

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

2023/05/09

As our profession continues to mature and more organizations adopt customer-centric cultures, CX pros often need a way to maintain alignment between their customer experience programs and other company functions. A “hub”, if you will, of CX expertise that the entire company can look to for advice and ideas, so your customer experience efforts align with the company’s mission and vision – a CX Center of Excellence. Host Steve Walker welcomes Greg Chase, an XM catalyst from the Qualtrics XM Institute,

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36:17

The Journeys Within the Journey

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

2023/05/02

Journey mapping: that tried-and-true exercise of discovering your strengths as a company and the places in your customer’s journey where things could be improved. It’s a great tool to identify pain points and create empathy for your customers. But what about employees? Seems like it would be a great practice to build some empathy for your own team, right? Host Steve Walker welcomes Dr. Cecelia Herbert, principal XM catalyst at the Qualtrics XM Institute for a discussion on mapping the employee's

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28:26

The Digital Patient Experience

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

2023/04/25

We’ve been talking more about the patient experience on this show and how CX practices can be applied in the healthcare industry. In fact, Walker just released a report on the subject: “PX: Designing Better Patient Experiences.” Host Steve Walker welcomes Nicole Richendollar, an associate video president, and Emily Chesnut, a senior project manager, both at Walker, for a discussion on how digital surveys can benefit closed-loop follow-up, or as it’s known in the healthcare space, “service recovery.”

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28:35

From the "Whats" to the "Hows"

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

2023/04/18

There are so many times on this show that our guests have described their customer experience efforts as living within their marketing department, and there are good reasons to practice CX in that structure. But what if we made the case that CX should exist on its own: an independent CX practice capable of working with all aspects of the organization, thus improving the customer experience at all levels? Host Steve Walker welcomes Amanda Flashner, Chief Experience Officer at LendingPoint, a

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26:37

The CX Iceberg

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

2023/04/11

Creating seamless experiences is one of many goals of CX pros. But what should be perceived by the customer as a smooth experience can sometimes create complicated processes for the company – like the hidden part of an iceberg. But if done right, it can benefit both the customer and employees, and we have a guest on the show who heads-up a unique program to make that happen. Host Steve Walker welcomes Andy Netzel, CCXP and the head of the Performance Innovation Lab at KeyBank, for a look at how they

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25:58

The Inclusive Experience

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

2023/04/04

People in general want to do good things for others. But it’s easy to assume that everyone sees the world with similar eyes. We live in a diverse world with people that have different needs, so it’s important that CX professionals plan and accommodate so the experience is accessible and meaningful for all their customers. Host Steve Walker welcomes Stacy Sherman, a customer experience and marketing keynote speaker, content creator, and host of the podcast "Doing CX Right", for a discussion on

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340 results

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