CX Leader Podcast with Steve Walker

CX Leader Podcast with Steve Walker

The CX Leader Podcast with host Steve Walker provides insights for customer experience leaders to improve their business results by unlocking the potential of their customer experience, helping their customers and prospects want to do more business. Steve is CEO and Chairman of Walker Information, a business consulting firm that can help you put your customers at the heart of all your business decisions.... Show More

Episodes

July 28, 2020 22 min

The concept of dashboards is probably nothing new to customer experience pros. We use them to help communicate data like NPS and Loyalty. But is your dashboard up to snuff? Is it showing you the data you really need and is it organized in a way that your employees or colleagues can glean from it the right information? Host Steve Walker welcomes data reporting expert Katie Hatch from Walker to discuss some key best practices in maki...

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July 21, 2020 27 min

Chatbot, A.I., customer service through social media... there are a vast number of ways in which customers can interact with companies, but is one method better than the other? In July of 2019, Genesys, a global customer experience and contact center technology company based in Daly City, California, commissioned several surveys in various countries to gather data on consumer opinions pertaining to automated customer experiences. H...

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July 14, 2020 23 min

Experience management, or “XM”, is more than just a “buzzword.” It’s a holistic approach to experience across the organization that includes customers, employees, products, and brand. The Qualtrics XM Institute recently published a report on how XM is being adopted worldwide. Host Steve Walker welcomes Moira Dorsey, principle XM Catalyst at the Qualtrics XM Institute to discuss the findings of the report.

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July 7, 2020 24 min

Customer experience is quickly gaining world-wide adoption. Companies around the globe are realizing the importance of providing the best experience possible for their customers. Understanding and empathizing with customers is a critical component to CX, and that includes understanding cultural differences and expectations. Host Steve Walker welcomes guest Ian Golding, an influential consultant in CX with worldwide experience in se...

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June 30, 2020 24 min

As the CX industry continues to evolve, we learn more about the importance of a holistic experience across several aspects of the company – the new “experience management”, or “XM”, model. An important piece of XM is the relationship of how the employee experience drives the customer experience. Host Steve Walker welcomes guest Shane Green, a keynote speaker, consultant, television personality, and author of “Culture Hacker: Reprog...

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June 23, 2020 28 min

Moving is stressful, but relocating employees is sometime necessary. Now imagine you’re a company whose expertise is relocating employees for other companies: how does experience management work in that situation? Does your program focus on the company that hired you, or on the employee that is being relocated? Or do you focus on both? Host Steve Walker welcomes Kathryn Cassidy, President and COO of Altair Global, a full-service, g...

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Larger companies can sometime pose unique challenges to customer experience programs. CX leaders often have to navigate complicated business structures and, of course, the ever-so-frustrating “silos” that can exist in organizations. And if a company grows through acquisitions, it can be a challenge to integrate the existing customer experience programs. But it’s not impossible to innovate – regardless of the company’s size or age. ...

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June 9, 2020 23 min

Host Steve Walker welcomes back guest Dereck Mobley, associate vice president at Walker, to share some stores of companies that were proactive and innovative in their approach to customer experience as a response to the pandemic.

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June 2, 2020 23 min

The customer experience space has experienced a "renaissance" in recent years but now there's a new practice that seems to be taking the spotlight: experience management. Host Steve Walker welcomes guest Drew Hall, vice president of advisory services and certified customer experience professional, for a discussion on how experience management - or "XM" - is a more holistic way to view how the customer experience...

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Producer Chris Higgins highlights some of the best "take home value" from guests during the COVID-19 series of podcasts, giving CX leaders advice they can put into practice right away, improving their customer experience.

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May 19, 2020 26 min

There can be many cogs in the machine that is customer experience, and making certain they all align is important if that “machine” is to function correctly. Host Steve Walker and guest Ted Bernard, a managing principal at Invantage Group, discuss how making certain the many pieces of CX, like customer support, align with your overall customer experience strategy.

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May 12, 2020 24 min

Utilities are a vital part of everyday living in modern times: it’s our power, heat, communication, and, of course, our source of water, which is the only utility consumable by humans. This presents a different level of complexity and challenges for a company preparing and treating water for customers. Host Steve Walker welcomes guest Georgetta Parisi, vice-president for customer operations at Aqua, an Essential utility company tha...

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May 5, 2020 26 min

Companies around the world are having to adjust their operations in response to COVID-19, and customer experience leaders are finding that you cannot continue in a “business as usual” mentality. CX programs need to adapt along with the overall business. While their toolbox might be fairly well-stocked, these unprecedented times are leaving some CX pro’s and executives frustrated on next steps, wondering how to continue to collect i...

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April 28, 2020 27 min

CX leaders today are having to make critical decisions on whether they should bother customers for feedback or find other ways to gather insights. Luckily there are tools in our CX toolbox that can help CX pros collect feedback, and unstructured voice of the customer is one of those tools. Host Steve Walker welcomes Cary Cusumano, a certified customer experience professional and principal client partner in customer experience desig...

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April 21, 2020 21 min

CX leaders are often tasked with managing change throughout the company in order to create an exceptional customer experience, and building relationships is key to helping manage that change. But when life is disrupted on a global scale, it's critical that everyone in the company trusts each other to make certain the customer's experience is not sidelined. Host Steve Walker welcomes guest Stuart Gilchriest, a certified cust...

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Companies are often hesitant to actively seek feedback during crisis situations and that can affect your customer listen programs. But there are ways in which employees can be a source of customer insights. Host Steve Walker welcomes back Dr. Troy Powell, vice president of strategy as Walker, to discuss how a voice of the customer through the employee program, or "VOCE," can continue to provide a means to listen to customer...

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April 7, 2020 28 min

Businesses and organizations are facing a new operational reality that affects customers and employees, and as a CX professional, you and your company need to be prepared to effectively manage crisis situations. Host Steve Walker welcomes Jennifer Dzwonar, a partner at Borshoff, a PR agency known for their work in crisis and community relations, and discuss how CX professionals can help communicate with customers during difficult t...

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March 31, 2020 20 min

“Social distancing” has become the term saturating the news and social media. Experts all agree that the best way to fight the spread of the coronavirus is to keep distance from others, when possible, and practice some basic hygiene, like washing our hands. That makes things a bit difficult for CX professionals who are used to leading exercises like journey mapping and other workshops that require people to collaborate in the same ...

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March 24, 2020 28 min

The ability for computers to adapt and respond to real-time data provides value to companies needing to streamline business processes. And CX pros have not ignored the potential for this technology to provide better experiences for their customers. Host Steve Walker welcomes guests Sarah Simon, a CX Design Partner for Verizon Business, and Erin Van Remortel, a strategic account executive with Astute Solutions, for a discussion on w...

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March 17, 2020 24 min

What is the role of customer experience during a crisis? Host Steve Walker and guests Jonathan Ruchman, CCXP, and Senior Director of Customer Experience at Brookdale Senior Living, and Michelle Morris, CCXP, a Customer Experience Design Partner at Verizon and member of the board of directors for the Customer Experience Professionals Association, discuss the important role customer experience professionals and other customer-focused...

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