CX Leader Podcast with Steve Walker

CX Leader Podcast with Steve Walker

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.

Episodes

March 12, 2024 28 mins

Great customer experiences comes from great employee experiences. It’s something we’ve discussed in several past episodes of this podcast and you can listen to our CX plus EX episodes on cxleaderpodcast.com. But how can you improve employee engagement for a large group of front-line employees, say a call center or large customer support operation? Host Sara Walker welcomes Victoria Stephens, director of client and payment experienc...

Mark as Played

Producer's Note:  March 8th, 2024 is International Women’s Day. This global event celebrates the social, economic, cultural, and political achievements of women, and serves as a call to action for accelerating women’s equality. To join in this celebration, we’d like to encore an episode that originally aired back in August of 2022 when Sara Walker hosted to highlight the wisdom of women CX leaders that were guests on the show. If y...

Mark as Played
February 27, 2024 31 mins

If you're a CX professional then you've read your fair share of customer feedback comments. While most CX leaders love to read great comments from customers, there's always feedback that isn't so flattering, and your instinct may be to spring into action to fix whatever it was that caused the less than stellar review. Customer insights can be a powerful change agent, so leveraging feedback can be a great way to influence change wit...

Mark as Played
February 20, 2024 28 mins

It goes without saying that designing any kind of product is no easy task. And in the case of software, balancing the engineering needs versus customer expectations can be daunting. Simple things like moving a button from the place it’s been for several versions can cause confusion and frustration. So it’s important to understand customers’ needs and communicate those needs to product designers. Host Sara Walker welcomes Naina Tahn...

Mark as Played
February 13, 2024 26 mins

Ever see the old classic Alfred Hitchcock movie, “The Birds”? There’s a famous scene when a flock of crows attack a group of fleeing school children, swarming without mercy and terrifying everyone in their path. It sometimes feels like that with A.I. - people pecking and swarming at you to try and integrate it into your business in any way possible. And many CX pros are feeling pressure to find ways of incorporating artificial inte...

Mark as Played

Bonus Content! We interview many great customer experience professionals and they have a ton of great advice to share. But sometimes we have leave some of the interview out of the final episode in order to keep our podcasts a reasonable length. So you're not left out of hearing all the wonderful content our guests provide, we'll occasionally release material that was left out of the final episode as bonus content. This content is o...

Mark as Played
February 6, 2024 32 mins

Chances are, if you're a regular listener to this show, you at the very least have a healthy respect for customer experience and the value it brings to your organization. But there are a few brands out there that have a following like none other brands like Apple, Costco, Trader Joe's, Chick-fil-A, and, one of our host's personal favorites: Chewy, the online pet supply retailer. These companies are obsessed with customer experience...

Mark as Played
January 30, 2024 29 mins

Producer's Note: This episode originally dropped on February 14, 2023. Steve Walker interviewed Justin Zalewski on how CX professionals can take an ordinary journey mapping process and do more than just find problems and build empathy - instead, Justin describes how to turn your journey mapping process up to "11". Please note that some details and situations described in the episode may not necessarily be the same as when it origin...

Mark as Played
January 23, 2024 34 mins

That’s right - 300 episodes! Walker has been producing this podcast since January of 2018 and collected over 150 hours of content, discussed trends and events that included everything from COVID to artificial intelligence, and met some amazing customer experience professionals along the way. And at the beginning of each year we like to take a look at what to expect in CX over the next 12 months. Host Pat Gibbons welcomes Walker exp...

Mark as Played
January 16, 2024 32 mins

The famous quantum theory thought experiment called "Schrodinger’s Cat" imagines a cat is placed in a box with a vial of poison. Schrodinger suggests that until you open the box and observe the fate of the poor animal, it is simultaneously alive and dead – its fate isn’t determined until you’ve observed its condition. Leaders in a company can sometimes feel that way about the benefits of customer experience, and the fault really do...

Mark as Played
January 9, 2024 33 mins

Let’s face it: not every person is well-suited to be, quote, “customer-facing.” Whether it’s their personality, their specific job requirements, or just their preference or personal talents, some people do better on the “behind the scenes” aspects of the company. And it’s easy to assume a mentality that they don’t necessarily need a customer-centric focus in their work. But an organization’s employee experience can impact not only ...

Mark as Played

Most customer experience pros know about transactional and relational surveys, but did you know there's a third kind of survey you may need to use? Add the confusion of which surveys are best sent often or once a year, versus how long they should be, it can get frustrating for you - or your customer - on deciding what survey to use when. Walker expert Heather Koiro clears up the "survey confusion" with her Quick Tip Minicast!

Liste...

Mark as Played
January 2, 2024 37 mins

Think about a time when you visited someplace that’s meaningful to you: a special museum, the distillery of your favorite beverage, a presidential library – you walked away from that exhibit or tour with a heightened understanding and appreciation for that particular interest. Or possibly gained a deeper understanding of something new. That experience was likely designed to better connect you with the product, person, and/or brand....

Mark as Played
December 12, 2023 28 mins

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...

Mark as Played
December 5, 2023 31 mins

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 Qu...

Mark as Played

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 wit...

Mark as Played
November 28, 2023 38 mins

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 progre...

Mark as Played
November 14, 2023 30 mins

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 welc...

Mark as Played
November 7, 2023 32 mins

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, d...

Mark as Played
October 31, 2023 35 mins

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 (Walke...

Mark as Played

Popular Podcasts

    Football’s funniest family duo — Jason Kelce from the Philadelphia Eagles and Travis Kelce from the Kansas City Chiefs — team up to provide next-level access to life in the league as it unfolds. The two brothers and Super Bowl champions drop weekly insights about their games and share unique perspectives on trending NFL news and sports headlines. Plus, entertaining stories from a combined 21 years in the league, off-field interests, and engaging conversations with special guests. Watch and listen to new episodes every Wednesday during the NFL season & check us out on Instagram, Twitter and Tiktok for all the best moments from the show.

    Dateline NBC

    Current and classic episodes, featuring compelling true-crime mysteries, powerful documentaries and in-depth investigations.

    Math & Magic: Stories from the Frontiers of Marketing with Bob Pittman

    How do the smartest marketers and business entrepreneurs cut through the noise? And how do they manage to do it again and again? It's a combination of math—the strategy and analytics—and magic, the creative spark. Join iHeartMedia Chairman and CEO Bob Pittman as he analyzes the Math and Magic of marketing—sitting down with today's most gifted disruptors and compelling storytellers.

    Crime Junkie

    If you can never get enough true crime... Congratulations, you’ve found your people.

    Stuff You Should Know

    If you've ever wanted to know about champagne, satanism, the Stonewall Uprising, chaos theory, LSD, El Nino, true crime and Rosa Parks, then look no further. Josh and Chuck have you covered.

Advertise With Us
Music, radio and podcasts, all free. Listen online or download the iHeart App.

Connect

© 2024 iHeartMedia, Inc.