Alessandro Bogliari, CEO and Co-Founder of The Influencer Marketing Factory, a global influencer marketing agency, talks with great guests about influencer marketing, social media, the creator economy, social commerce and much more.
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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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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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The CX Leader Podcast | A resource for customer experience leaders
It’s a great time to be a CX leader and we here at Walker have had a fun time producing this podcast. But after over 330 episodes speaking with fantastic people from across the globe, covering topics to help you get the most from customer experience, it’s time to put away the microphones. This is the last episode of The CX Leader Podcast, at least for now. And the reason is not complicated: we here at Walker have shifted our marketing strategy and are devoting resources to other activities. All the great content we’ve produced from the podcast will still be available at cxleaderpodcast.com , and you can always rely on Walker as the authoritative source for customer experience and experience management. Host Chris Higgins welcomes former hosts Troy Powell, Sara Walker, Pat Gibbons, and Steve Walker for a look back on their favorite guests, topics, and what CX leaders should look forward to in 2025. Find a transcript for this episode on our show note page: https://cxleaderpodcast.com/all-good-things/ Listen to more episodes at https://cxleaderpocast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
Change is hard. And that’s not the first time we’ve said those words on this podcast. When it involves breaking through entrenched practices within a company, it can be especially difficult - but not impossible. With a little buy-in, some quick wins to demonstrate the possibilities, and some awareness to the importance of customer centricity, you can create a culture that views CX as a game-winning strategy. Host Sara Walker welcomes Talar Ozcanian, director of customer experience business aviation and helicopter aviation training at CAE, an aviation simulation and technology company, and winners of the digital transformation category at the 2024 US CX Awards, to discuss their digital transformation. Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/a-soaring-transformation/ Learn more about CAE on their website: https://www.cae.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
While it might not seem significant at first, securing a place to park your car is an important event. Sure, it’s not life or death, but during large events it can be time sensitive. Sometimes it’s the first experience people have when attending a concert or a large conference, so when the logistics are not working efficiently, it creates a frustrating experience for someone just looking for a safe place to park their car. But work to create a great employee experience and give them the tools to foster a customer centric mentality, you might have the recipe for an award-winning program. Host Pat Gibbons welcomes Andrea Cedillo, head of customer support at ParkHub, to explore their award-winning CX program. Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/a-space-for-customers/ Learn more about Parkhub at https://parkhub.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
1 Take the Transaction Out Of the Interaction 27:20
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Play Later Play Later Lists Like LikedToday’s marketing playbooks put social media at the top of many strategies, but regardless of its prevalence, your website is still your business hub and a vital extension of your brand. But when your customers say your site is not friendly or functional, it’s time to rethink your online experience. And in once such case we’re exploring on this episode, the result was award winning. Host Sara Walker welcomes Rajesh Sankaran, Senior VP of eCommerce for A-Max Auto Insurance, for a discussion about their award-winning approach to improving how customers interact with their website. Find a transcript of this episode on the show notes page: https://cxleaderpodcast.com/take-the-transaction-out-of-the-interaction/ Learn more about A-MAX Auto Insurance at https://www.amaxinsurance.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
Think of some of the best experiences you have had as a customer. What made it great? Did you feel like the experience matched the company’s identity? Did any of it feel like it wasn’t meeting the company’s brand promise? Great experiences are consistent: you know what to expect when you interact with an organization that reflects their brand through their CX efforts. Host Sara Walker welcomes Chelsea Reynolds, marketing manager for YuMOVE, for a discussion on keeping experiences consistent with your organization's brand. For a trascript of the episode, please visit the show notes page: https://cxleaderpodcast.com/consistency-is-the-key/ Learn more about YuMOVE at https://yumove.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
It’s not easy changing people’s minds. But we’re approaching a season in which customer experience professionals are working hard to convince executives and peers on the value of adopting a customer-centric mindset. WE as CX pros know the value of our efforts, but sometimes we have to convince others of its advantages. And sometimes data isn’t enough. We have to balance the data with storytelling to build confidence in others about the value of customer experience. Troy Powell hosts with guests Pat Gibbons, SVP at Walker, and Megan Burns, a customer experience expert, author, and keynote speaker. Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/the-cx-conundrum-of-changing-minds/ Learn more about Megan at https://megan-burns.com/ Download Walker's Storytelling Workbook at https://walkerinfo.com/cxleader/cx-storytelling-workbook/ Listen to more podcasts at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
Listening to your customers is the “window” to knowing how well your organization is performing in its customer experience efforts. Whether it’s an online support chat, a voice of the customer through employee program, or a CSAT survey, each of these touchpoints provide a metric to how your customers view your company. But HOW you create these listening opportunities matters, and keeping them consistent with your company’s brand is important. Pat Gibbons welcomes Joe Chiew, senior manager of consumer insights and voice of the customer at The Guitar Center Company, for a discussion on creating consistent listening experiences. Find the transcript for this episode on the show notes page: https://cxleaderpodcast.com/the-harmonious-experience/ Learn more about Guitar Center at https://www.guitarcenter.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
Producer's note: this episode originally dropped on October 11, 2022. While some details may have changed since it's original publication, we think Dan Silvert's insights on the importance of healthy relationships between employees is a great example of create excellent employee experiences. 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 Dan Silvert, a partner and president of the Velocity Advisory Group, a strategic consulting company. Read more about Velocity Advisory Group: https://www.velocityadvisorygroup.com/ More about Dan's book, "The True Competitive Advantage: A Practical Guide to Achieving Extraordinary Success through Deep Relationships": https://www.amazon.com/True-Competitive-Advantage-Extraordinary-Relationships/dp/1619618567/ Listen to more episodes and subscribe to The CX Leader Podcast at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
As consumers we’ve all interacted in different ways with companies. Sometimes an automated system, online chat, an app on our phones, or even a live human being. But as customer experience professionals, how do we know which channel is the best option and the most preferred by consumers? And how will AI fit into all this? Host Sara Walker welcomes James Scutt, a principle XM strategist at the Qualtrics XM Institute for a look at what their 2023 Global Consumer Study reveals about consumer channel preferences. Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/ai-is-it-hype-or-helpful/ Read the 2023 Global Consumer Study: https://www.xminstitute.com/research/consumer-channel-preferences-2024/ Listen to more podcasts at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
What’s the first thing you think of when asked, “how well do you listen?” Many CX professionals might think of their listening systems: surveys, close-loop feedback, listening architectures. Some may say they interact with clients on a regular basis. But what about actively listening? Talking less and letting others express themselves, and then reassuring them that the conversation was worth it. Host Sara Walker welcomes Marisa Schwartz, senior regional medical director for St. Luke’s University Health Network, to discuss the importance of active listening. Find a transcript of this episode on the show notes page: https://cxleaderpodcast.com/talk-less-listen-more/ Learn more about St. Luke's University Health Network at https://www.slhn.org/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
1 The Results Are In: Findings From the First CX Leader Pulse Study 32:23
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Play Later Play Later Lists Like LikedIt's human nature to compare what we do professionally – and even personally – with others and CX leaders are no different. So Walker, along with the Customer Experience Professionals Association (CXPA), launched The CX Leader Pulse as a way to give customer experience professionals a look into what companies are, and are not, doing within their CX programs. The results of the first study are in and host Pat Gibbons welcomes Walker’s own Troy Powell, Vice President of Strategy & Analytics, and Greg Melia, CEO of the CXPA, to discuss what was discovered. Find a transcript of this episode on the show notes page: https://cxleaderpodcast.com/the-results-are-in/ To participate in The CX Leader Pulse, visit https://walkerinfo.com/pulse List to more episodes at https://cxleaderpodcast.com/ Learn more about the Customer Experience Professionals Association at https://cxpaglobal.org/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
CX leaders have become increasingly effective at taking action on customer feedback. Today many organizations have effective closed-loop programs that efficiently route insights to the right person for timely action. However, there’s a blind spot – the vast majority of customers never provide their feedback. Actually that’s more than a blind spot. It’s a black hole! This episode's guest has built an impressive early warning system that addresses this problem. Host Pat Gibbons welcomes Maddie Clark, Customer Experience Insights Senior Manager at ServiceNow, for a discussion on how she built an early warning system that addresses the problem of identifying dissatisfied customers that don't provide feedback. Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/the-black-hole-of-cx/ Learn more about ServiceNow at https://servicenow.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
In today's consumer world, we are inundated with advertising from countless online and offline mediums, and too often companies think that's what really drives their brand. But if you're a customer experience leader, you know experience has possibly become the most prominent ingredient in a company's brand. So how do we make it work? How do CX leaders ensure an experience that influences the brand and reputation of their organization in a positive way? Host Pat Gibbons welcomes Keith Farley, senior vice president for individual benefits at Aflac, to discuss the experience of directing CX at one of the world's most famous brands. Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/your-brand-and-cx-theyre-connected/ Learn more about AFLAC at https://www.aflac.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
If you go back in time 10 or 15 years you'll find it was common for a market research function within a company to send out a single survey each year to all customers asking about their satisfaction with the products and services they interacted with. The field has since greatly evolved as what we now call customer experience regularly receives customer feedback from multiple surveys and unstructured data, and we get that data from across multiple channels. But we still have a lot of evolution left if we want to keep up with the changes our companies are dealing with. Host Troy Powell welcome Isabelle Zdatny from the Qualtrics XM Institute to discuss the evolution of customer experience and experience management. Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/its-moving-really-fast/ Learn more about the XM Institute at https://www.xminstitute.com/ Listen to more podcasts at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
Producer's Note: This podcast was originally released on April 4, 2023. As always with our encore episodes, please note that some details might be different, but the advice from Stacy Sherman regarding inclusiveness in CX and EX is still valuable. 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 creating inclusive experiences for customers and employees with different needs and abilities. Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/the-inclusive-experience/ Read more about Stacy on her website: https://doingcxright.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
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 Tahnilramani, a senior customer experience manager at Intuit and winner of the 2023 CXPA Emerging Leaders Award, for a discussion on the customer experience when launching new or updated products. Learn more about the CXPA Emerging Leaders Awards at: https://www.cxpa.org/advance-your-career/awards/emergingleaderawards Listen to more episodes at: https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
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 intelligence into their programs. So how can we approach this technology in a way to have it meaningfully contribute to our CX efforts? Host Pat Gibbons welcomes back Mike Miserendino, founder and president of GravityDrive, an experience design consultancy group, for a discussion on how customer experience professionals can take an objective approach in effectively incorporating A.I. into their CX programs. Learn more about GravityDrive at https://www.gravitydrive.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
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 only available to those that follow the show through their favorite podcast provider. In our episode "Becoming Customer Obsessed" (episode #302), guest Marbue Brown discusses the importance of being creative when it comes to anticipating customer needs. During the interview with host Pat Gibbons, he told a touching story about a company that when above and beyond to help a customer in need. The story didn't make it in the original episode so we're releasing it as bonus content. Listen to the original episode at: https://cxleaderpodcast.com/becoming-customer-obsessed/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
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, but what does that mean? And how can you get your company to adopt that mindset? Host Pat Gibbons welcome Marbue Brown, founder of The Customer Obsession Advantage and author of “Blueprint for Customer Obsession,” for a discussion on his new book and why companies need to engage personally, deliver exceptionally, and connect emotionally to their customers. Connect with Marbue at https://www.customerobsession.net/ Learn how to get Marbue's book, "Blueprint for Customer Obsession" at: https://www.customerobsession.net/resources/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ Bonus Content! We couldn't fit everything from this episode into the final edit but you can listen to bonus content by following our feed through your favorite podcast provider. Follow The CX Leader Podcast today to not miss out on a great story from Marbue on a customer obsessed company that anticipated their customer's needs and delivered a exceptional experience.…
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The CX Leader Podcast | A resource for customer experience leaders
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 originally was released. Most CX pros are familiar with customer journey mapping – the process that identifies the path customers take when interacting with your company. We’ve done a few episodes on it already and you can check those out on cxleaderpodcast.com. But what if we did a little more than just pinpoint problems and build empathy for our customers? What if we included the customer in the process and they help design improved experiences? In other words, we turn the journey mapping process up to eleven! Host Steve Walker welcomes Justin Zalewski for a discussion on service design. Listen to more podcasts at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
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 experts Sonya McAllister, Sean Clayton, and Tanner Smith, to reminisce on 2023 and make some predictions about trends moving into 2024. Read more about Walker's experts at https://walkerinfo.com/who-we-are/our-people/ Listen to more podcast episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
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 doesn’t lie with them – as a CX pro, you need to open the box and prove the value to your organization. Host Troy Powell welcomes Topher Mitchell, manager of the value advisory group at Qualtrics, for a discussion on the importance of customer experience professionals proving the value of CX. Connect with Topher on LinkedIn: https://www.linkedin.com/in/tophermitchell/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
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 their perspective of why they do what they do for the company, but also the customer experience. Host Pat Gibbons welcomes AJ Schneider, president of Wheaton World Wide Moving, for a discussion on why it's important all employees - regardless of their interactions with customers - know they are important to CX. Learn more about Wheaton at https://wheatonmoving.com/ Listen to more podcasts at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
1 Quick Tips Minicast: How many survey types are there? 6:49
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Play Later Play Later Lists Like LikedMost 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! Listen to more Quick Tips at http://cxleaderpodcast.com/quicktips/ Explore more episode of The CX Leader Podcast at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
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. Host Troy Powell welcomes Christian Lachel, chief creative officer at BRC Imagination Arts, for a discussion of discovering the interests and needs of your audience and designing experiences that tell your brand story. Read more about BRC Imagination Arts at https://www.brcweb.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
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 success at Intuit, for a discussion on CX experimentation. Connect with Gabs on LinkedIn: https://www.linkedin.com/in/gabrielledracopoulos Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
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 your customer and employee experience data. Learn more about Suzanne on LinkedIn: https://www.linkedin.com/in/suzannescharer/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
1 Quick Tips Minicast: What is the Walker Loyalty Matrix? 9:16
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Play Later Play Later Lists Like LikedCompanies 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 improved business performance. Learn more about Michelle on LinkedIn: https://www.linkedin.com/in/michelleburetta/ Read more about the Walker Loyalty Matrix™: https://walkerinfo.com/solutions/loyalty-matrix/ Listen to more episodes at https://cxleaderpodcast.com/quicktips/…
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The CX Leader Podcast | A resource for customer experience leaders
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 welcomes Victor Udoewa, service design lead at the CDC, for a discussion on diversity, equity, and inclusion in CX metrics and programs. Learn more about Victor via his LinkedIn at: https://www.linkedin.com/in/udoewa/ Listen to more podcasts at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
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 customer experience at Lenovo, for a discussion on proving CX's value through machine learning. Learn more about Lenovo at https://www.lenovo.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
We'll bet you've heard this one: you call customer support and encounter an automated system. Despite your best efforts to speak clearly, the voice on the other end of the line can’t understand you. Or, how about when you’ve finally reached someone and they need to transfer you to another agent. After waiting on hold for a while, the second agent finally answers the phone but asks you to explain the problem all over again. That is s a particularly frustrating experience, and you’re not alone according to a recent study by RingCentral and Opinium Research. Host Sara Walker welcomes Jim Payne, director of product marketing at RingCentral, a provider of AI-first cloud-based communication and collaboration solutions, for a discussion about the report's findings and how AI can help ease those customer support pain points. You can read more about RingCentral and Opinium Research's report here: https://www.ringcentral.com/us/en/blog/can-ai-fix-bad-customer-service/ Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/can-ai-save-customer-support/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
1 Bonus: We Asked CX Leaders at X4 About Their Top XM Challenges 9:57
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Play Later Play Later Lists Like LikedIn this bonus episode, Pat Gibbons describes his experiences at the Qualtrics X4 event in Salt Lake City, Utah, on May 1-3. With thousands of experience management professionals in attendance, Pat had an opportunity to discuss the top challenges facing XM professionals within their own organizations. Hosted at the Walker exhibit booth, professionals were asked to participate in an unique exercise that demonstrated the concerns experience management leaders are facing. Read more about X4 and details results from the exercise on our blog: https://walkerinfo.com/top-xm-challenges-results-from-x4/ Find a transcript of this episode on the show notes page: https://cxleaderpodcast.com/bonus-2024-x4-results/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
It’s common today that, as consumers, we receive a survey after all kinds of experiences – shopping, travel, home repair – you name it. You fill out a survey with the hope that it might change the next outcome to be better. But what about the here and now? As experience management improves consumers are demanding action during the experience. Now think of yourself not only as a consumer, but as a patient and the timeliness of feedback and action becomes that much more important. Host Pat Gibbons welcomes Laura Anning, Chief of Patient Experience for Washington Hospital Healthcare System, and Liz Wallshield, Senior Technology Consultant at Walker, for a discussion on using patient rounding as a way to quickly action on feedback. Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/rounds-and-rounds-we-go/ Learn more about Washington Hospital Healthcare System at https://www.whhs.com/ Listen to more podcasts at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
Maybe it’s a concert headlining Beyonce, U2, or Taylor Swift? Or perhaps your favorite NFL team is playing their rivals this weekend? Perhaps you prefer events that allow for some more personal creative expression like GenCon or Comic-Con? While we have our personal preferences, few things compare to meeting up with thousands of like-minded people or fans for live events. But those gatherings don’t just happen out of the blue, and just like any other business, the experience matters. And ASM Global just released a new study that highlights what audiences are demanding in regards to live event experiences. Host Sara Walker welcomes Alex Merchan, chief marketing officer for ASM Global, a venue management and live event production company, to discuss their recent study on global audience trends. Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/give-the-audience-what-they-want/ Learn more about ASM Global at https://www.asmglobal.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
Conversations around diversity, equity, and inclusiveness have been happening in many companies in the U.S., and healthcare is no exception, especially when it comes to the care patients receive. And listening to patients’ needs and concerns is vital to providing doctors, nurses, administrative staff, and leadership with the insights required to providing equitable care for all their patients. But what does it mean to be “equitable” versus “equal” in the care providers give to their patients? Host Sara Walker welcomes Ariel Davis, head of healthcare provider solution strategy for Qualtrics, and Nicole Richendollar, vice president in our client services at Walker, for a discussion on providing equitable care to patients. Find a transcript of this episode on the show notes page: https://cxleaderpodcast.com/equity-in-healthcare/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
We’ve all experienced it: that nagging, frustrating, and sometimes maddening feeling we get when something collides with our productivity. And while it can sometimes feel trivial, that type of friction adds up and affects our interactions with customers, thus affecting the customer experience. So how do we minimize those points of friction in the workplace? Host Pat Gibbons welcomes Christophe Martel, CEO and founder of FOUNT, a software platform designed to help reduce friction and improve productivity and employee experiences, for a discussion on reducing workplace friction and it's effect on customer experience. Find a transcript of this episode on the show notes page: https://cxleaderpodcast.com/work-friction-less-is-more/ Learn more about FOUNT at https://getfount.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
Bonus content are audio clips of interviews that we couldn’t include in an episode but still contains great advice for our listeners, and this content is only available to those that follow the show through their favorite podcast provider. In the episode " The Empathetic Frontline" (episode #307) released back in March, guest Victoria Stephens from Flywire discussed the importance of employee experience as it relates to providing the best possible customer experience. Host Sara Walker asks how Flywire balances the advantages of automation versus live interactions during support calls and how the data from those interactions helps improve the CX/EX balance. Listen to the original episode at: https://cxleaderpodcast.com/the-empathetic-frontline/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
Producer's Note: This episode originally released on March 7, 2023. Natalie Onions discussed how she became a customer experience professional and offered some great advice for newer CX pros on how to grow their careers in customer experience. Please note that this was recorded back in March of 2023, so some parts of the discussion may be outdated. There have been many guests on this show, each with unique stories and backgrounds about their path to becoming a customer experience professional. But we haven’t often discussed how YOU can develop your own professional life. So how is your career growth going? Are you new to the profession and need some tips, or are you a seasoned pro that could use some ways to spark new creativity? How do you keep your career batteries charged? Host Steve Walker welcomes Natalie Onions, vice president of customer experience at Customer.io, a marketing automation platform, to discuss way to help develop your career as a customer experience professional. Find a transcript of this episode on the show notes page: https://cxleaderpodcast.com/your-cx-career/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
It's an often-misunderstood industry that exists between healthcare and hospitality and includes all the complexities of strict regulation and event management. And to add more complication, it includes an element of emotional support. Funeral homes and cemeteries walk a fine line of making the final arrangements of a loved one as frictionless as possible, all while knowing there are no second chances at delivering a positive experience. Host Sara Walker welcomes Walker expert Hannah Warren for a discussion on managing experiences within the death care industry. For a transcript of this episode, visit the show notes page at https://cxleaderpodcast.com/the-death-care-experience/ To listen to more episodes, visit https://cxleaderpodcast.com/ To learn more about Walker, go to https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
Just like any other business process, customer experience programs can sometimes get a little stale or outdated. As CX leaders, it’s our responsibility to pay attention to the customers’ needs and expectations, and adjust accordingly. But sometimes it’s best to take a step back and look at the entire customer journey and, if needed, redesign the journey from start to finish. Host Pat Gibbons welcomes Jaya Sudarshan, a customer experience manager for HP, the global technology company, for a discussion on building a differentiated experience from start to finish. Find the transcript on the show notes page: https://cxleaderpodcast.com/redesigning-from-start-to-finish/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
What are some of the more common challenges you encounter with your CX program? Have you noticed a particular common problem among CX programs when you converse with fellow CX pros? Benchmarking is an often-tackled problem for customer experience professionals and is not as simple as comparing your numbers with another company's scores. This episode is the inaugural show of a new series we’re calling “CX Conundrums,” where we’ll address common CX challenges and possible ways CX leaders can address them. Host Troy Powell dives into this conundrum with two seasoned CX professionals that have a great deal of experience in benchmarking: Sean Clayton who has 20+ years working with a wide range of companies and James Bampos whose background includes CX at various tech firms as well as leadership on a recent benchmarking initiative with the XM Institute. Find a transcript on the show notes page: https://cxleaderpodcast.com/the-cx-conundrum-of-benchmarking/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
There are many companies today that have embraced customer experience as a key strategic practice, working hard to put the customer first. But there’s often a part of the customer’s journey that is overlooked: when it’s time to pay the bill. Even in a recent episode, our host Pat Gibbons gave an example of a company dismissing customer feedback that identified invoicing as a pain point. So why do companies often adopt this mentality? Host Pat Gibbons welcomes Philip Rürup, founder and CEO of troy, a customer experience focused collections company based in Germany, for a discussion on why CX professionals often overlook the payment process, and why it's worth their attention. Find a transcript on the show notes page: https://cxleaderpodcast.com/dont-forget-your-invoice/ Learn more about troy at https://www.troy-bleiben.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
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 experience at Flywire, a global payment software company, and a CXPA 2023 Emerging Leader award winner, for a discussion on equipping frontline employees for customer experience success. Find a transcript on the show notes page: https://cxleaderpodcast.com/the-empathetic-frontline/ Learn more about Flywire at https://www.flywire.com/ Listen to more podcasts at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
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 you’d like to know more about International Women’s Day, you can go to internationalwomensday.com . Some information in this episode might be out of date, but it’s a great way to celebrate the phenomenal women CX leaders that have been on the show, and those that continue to drive customer experience excellence in organizations across the globe. 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 Leader Podcast. Learn more about International Women's Day at https://internationalwomensday.com Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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The CX Leader Podcast | A resource for customer experience leaders
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 within your company. What if we had some advice from someone on the operations side of the business; people who are responsible for implementing the changes that CX leaders suggest? Host Pat Gibbons welcomes Darren Byrne, vice president of global professional services at Wolters Kluwer, a global software solutions company, for a discussion on how CX feedback can be a driver of change within an organization. Find a transcription on the show notes page: https://cxleaderpodcast.com/the-data-that-drives-change/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/…
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