The CX Leader Podcast | A resource for customer experience leaders
Walker Information
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
Mentioned books
Jun 4, 2019 • 18min
What to do with all this data
In the first episode of a new series focusing on best practices for CX professionals, Steve welcomes Jessica Gregory, associate vice president for advisory services and analytics expert to discuss how analyzing customer data can bring you powerful insights to help drive your customer experience program.
May 28, 2019 • 19min
Rock Stars and Fixer-Uppers
An episode recapping the 2019 CXPA Insights Exchange with guests Pat Gibbons and Chris Woolard, hosted by producer Chris Higgins.
May 14, 2019 • 13min
That Take-home Value
Producer Chris Higgins takes listeners on another trip in the "way-back" machine to listen to some of our favorite "take-home value" moments in our Luminary series.
May 7, 2019 • 25min
CX Champions
An organization's culture is critical to making customer experience work. Steve welcomes Ann Schrader and Denise Hinkeldey from Farm Credit Services to discuss their CX program and how the culture helps motivate employees to keep the customer experience a priority within their company.
Apr 30, 2019 • 21min
From the Ground Up
In a conversation on customer experience in the healthcare industry, Steve welcomes Robert Tangeman, director of customer experience at Exactech, a healthcare manufacturing company. They discuss the complexity of navigating CX in the healthcare space and how Robert was able to develop a program from scratch.
Apr 23, 2019 • 24min
A Global View
In a continuing series featuring the luminaries of customer experience, Steve welcomes Bob Azman to the podcast and discusses how he started his CX career, his time leading the CXPA, and his experience in CX on a global scale.
Apr 16, 2019 • 15min
Across Industries
Steve welcomes Kitty Radcliff, vice president at Walker Information, to discuss some of the more notable differences between various industries including health, financial services, and technology.
Apr 9, 2019 • 25min
A Whole Lotta CX
Customer experience for a global software giant is no small task. Steve's guest Tabitha Dunn, global vice president of customer insights, experience and transformation at software company SAP, describes how she started her career in CX and how she manages customer experience efforts for a global enterprise.
Apr 2, 2019 • 24min
The CX Juggernaut
Johnson Controls is a huge company, with over 100 brands in over 150 countries, and managing a global customer experience program is no small undertaking. Guest host Pat Gibbons interviews Johnson Control's Matt Inman on how the manufacturing industry maintains a CX program.
Mar 26, 2019 • 23min
Keep It Simple
In the inaugural episode of a new series focusing on industries, guest host Pat Gibbons welcome James Bampos from NetApp to discuss customer experience in the tech space.
