What would the world look like if customer experience simply... disappeared? How would anyone receive support? How would companies know what products work? How would you be able to hire someone to fix your dishwasher? In this special episode of The CX Leader Podcast, producer Chris Higgins assembles a panel of experts from Walker to perform a terrifying thought experiment worthy of an episode of The Twilight Zone: imagine a world without customer experience. Panelists include Walker experts Brett DeWitt, TJ O'Neil, Liz Wallshield, and Job Willman. Listen to more terrifying stories at https://cxleaderpodcast.com/series/cx-horror-stories/ Listen to more episodes and subscribe to The CX Leader Podcast at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/

Closed-loop feedback is not a foreign subject on this podcast; we’ve covered it many times before and you can find those episodes on our website, cxleaderpodcast.com. But in this episode we look at a company that services a complicated insurance market, and how implementing a closed-loop follow-up early in the company’s life has impacted their growth. Host Steve Walker welcomes Stephanie-Marie Sullivan, a customer experience manager, and Kevin McEnery, AVP of customer experience at SageSure, a company that specializes in solving the complex insurance needs of homeowners and small businesses in challenged markets. Learn more about SageSure at https://www.sagesure.com/ Listen to more episodes and subscribe to The CX Leader Podcast at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/

Customers are demanding new ways to connect with companies, ranging from websites to apps, chat support to bots - the technological tools available to CX professionals is growing. In the inaugural episode in our series, "CX Now: Eight Essential Themes Driving CX Evolution," host Steve Walker welcomes Elliot Moran, associate vice president in our advisory and managed services at Walker, for a discussion on how digital interactions are driving CX evolution. Listen to more episodes and subscribe to The CX Leader Podcast at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/

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/

In a special CX Day Celebration episode and playing of this year's theme "CX Drives Success," host Steve Walker welcomes experts Sean Clayton, Sheila March, and Jack Walker for a fun panel discussion on how racing shares similar traits with customer experience. CX Day is held every first Tuesday in October by the Customer Experience Professionals Association as a global celebration of the customer experience profession. Learn more about CX Day: https://www.cxday.org/ More about the Customer Experience Professionals Association: http://www.cxpa.org/ Listen to more episodes and subscribe to The CX Leader Podcast at https://cxleaderpodcast.com/  Learn more about Walker at https://walkerinfo.com/ 

This episode features a more open-ended conversation on one of the host's favorite topics: the differences between B2B and B2C, but focusing on what it is like for a CX professional to transition from B2C to B2B, or vice-versa. Steve Walker welcomes guest Stuart Gilchriest, director of CX strategy at UKG, a technology company providing solutions for HR, payroll, and workforce management technology. Connect with Stuart on LinkedIn: https://www.linkedin.com/in/stuartgilchriest/ Learn more about UKG here: https://www.ukg.com/  Listen to more episodes and subscribe to The CX Leader Podcast at https://cxleaderpodcast.com Learn more about Walker at https://walkerinfo.com

Data is important for customer experience. Providing a great experience is certainly a good thing, but it’s not enough to assume that your program is delivering. You must gather the data necessary to either confirm you’re doing it right, or find you need to make some changes in order to improve your CX. Host Steve Walker welcomes Tim Thoman, President and CEO of Performance Services, a company that designs and constructs high performance buildings, for a discussion on how they integrate customer data into their business' decision-making process. Connect with Tim on LinkedIn: https://www.linkedin.com/in/timthoman/ Learn more about Performance Services here: https://www.performanceservices.com/ Listen to more episodes and subscribe to The CX Leader Podcast at https://cxleaderpodcast.com Learn more about Walker at https://walkerinfo.com

It's an easy tenet to accept that a lack of conflict translates to a productive workplace. The less H.R. puts out personality “fires” the more people can concentrate on their jobs. But a study published back in 2003 by the Institute for Research on Labor and Employment at UC Berkeley found that if the traditional rules of brainstorming, which encourage people to not criticize any presented ideas, are replaced with instructions encouraging debate, and even criticism, productive and innovative thinking may improve. Host Steve Walker welcomes Amanda Ono, vice president for customer experience at Resolver, a risk intelligence platform, for a discussion on encouraging a healthy level of conflict in the workplace can increase production and collaboration within your organization.  Connect with Amanda on LinkedIn: https://www.linkedin.com/in/amandaono/ Read the UC Berkley Study “The liberating role of conflict in group creativity: A cross cultural study” here: https://irle.berkeley.edu/files/2003/The-liberating-role-of-conflict-in-group-creativity.pdf Learn more about Resolver here: https://www.resolver.com/ Listen to more episodes and subscribe to The CX Leader Podcast at https://cxleaderpodcast.com Learn more about Walker at https://walkerinfo.com

COVID required many companies to rethink how they do business. Come companies adapted well, others did not. But some unique challenges crop up when your business is highly regulated, like the aviation industry. Regardless of the pandemic, pilots still need to be trained, certified, and recertified, and if the training of pilots is the core services of your business, then some innovative thinking needed to happen in order to continue the important work of keeping people flying. Host Steve Walker welcomes Kara Gardner, global customer experience manager for CAE a manufacturer of simulation and modelling technologies.

A common subject on the show is the importance of cross-functional collaboration when executing good customer experience. Knowing how other departments and groups work within the company is vital, but not always easy. And yet, CX pros are often left with the task of getting everyone on-board and collaborating so the entire company can help provide the best possible customer experience. Guest Michelle Spaul is a customer experience consultant and leads the Customer Experience Professionals Association’s “Monograph Project”, a project aimed to help organizations "work better together by understanding the level of collaboration needed to deliver the desired customer experience."