The CX Leader Podcast | A resource for customer experience leaders

Troy Powell, Vice President of Strategy & Analytics at Walker, and Greg Melia, CEO of the CXPA, dive into the groundbreaking findings from the CX Leader Pulse study. They discuss the dynamics of CX leadership, revealing discrepancies in how CX's value is perceived and funded among professionals. The conversation highlights the importance of positioning CX teams strategically within organizations and overcoming common obstacles, such as competing priorities and lack of support. Collaboration and ongoing customer feedback are emphasized as key to enhancing CX strategies.

Maddie Clark, Customer Experience Insights Senior Manager at ServiceNow, specializes in understanding customer satisfaction through innovative approaches. In this conversation, she reveals the 'black hole' of customer feedback where many dissatisfied customers remain unheard. Maddie discusses her creation of an early warning system designed to identify these silent detractors. The dialogue showcases how organizations can enhance their closed-loop programs and effectively act on insights, ultimately improving customer experience.

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/

Isabelle Zdatny, Head of Thought Leadership at the Qualtrics XM Institute, shares her deep expertise in customer and employee experience management. She discusses the drastic shift from annual surveys to real-time feedback, emphasizing the need for continuous insight management. The conversation highlights the vital role of AI in transforming customer experience and handling unstructured data. Zdatny also underscores the necessity of strategic planning for CX professionals to thrive in an ever-changing business landscape.

In this insightful discussion, Stacy Sherman, a renowned customer experience and marketing speaker and host of "Doing CX Right," shares her expertise on inclusivity. She emphasizes the importance of creating accessible experiences for diverse customers and the need for empathy in understanding various abilities. Stacy highlights actionable strategies to foster an inclusive culture and showcases how small gestures can significantly enhance engagement. She also encourages professionals to prioritize feedback and dialogue, ensuring every voice is heard.

Jim Payne, Director of Product Marketing at RingCentral, specializes in AI-driven solutions for customer experience. He discusses the frustrations of traditional customer support systems and how AI can streamline communication. Payne highlights a study revealing 97% of participants encountered issues with automated systems. He emphasizes the balance between automation and personal support, advocating for enhancing agent experience through AI. With strategic implementation, AI can transform customer interactions and solve core business challenges.

In 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/

In this engaging discussion, Laura Anning, Chief of Patient Experience at Washington Hospital, and Liz Wallshield, Senior Technology Consultant at Walker, explore the vital role of immediate feedback in healthcare. They delve into the concept of 'rounding' to facilitate real-time patient interactions and share innovative tech solutions that enhance communication. The conversation highlights practical strategies for improving patient engagement through effective questioning and emphasizes the need for healthcare providers to adapt to evolving consumer expectations.

In this engaging discussion, Alex Merchan, Chief Marketing Officer at ASM Global, dives into what's driving audience trends in live events. He highlights the impact of consumer preferences for diverse experiences, including the demand for vegan and gluten-free dining options. The conversation emphasizes the importance of customer feedback in improving event experiences and boosting satisfaction. Alex also shares insights on how technology can streamline guest entry, making live gatherings more enjoyable for everyone.

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/