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
Mar 19, 2019 • 20min
X4 Recap
Steve along with Walker's own Sonya McAllister, Brad Harmon, and Jamieson Prala discuss what they experienced at the Qualtrics X4 Summit in Salt Lake City.
Mar 13, 2019 • 24min
Buy-in From the Top
A discussion on the importance of executive support and for your CX program and how the organization’s culture can make or break your CX efforts. Steve welcomes customer experience leaders Brian Daniell and Chris Lawton from Deltek to discuss how they developed and continue to maintain a successful customer experience program.
Mar 6, 2019 • 16min
Turn Back Time: The Creative Moments
Producer Chris Higgins takes us on a journey to previous episodes to explore some of the more creative moments in the CX Leader Podcast.
Feb 26, 2019 • 16min
Turn Back Time
Producer Chris Higgins hosts an episode listening to a few memorable moments from the past year of the CX Leader Podcast with Steve Walker.
Feb 19, 2019 • 22min
Is B2B CX behind B2C?
Steve welcomes back Bob Thompson, CEO of CustomerThink Corporation and is also the Founder and Editor-in-Chief of CustomerThink.com, to discuss the perception of B2B CX trailing in progress from B2C and how B2B leaders see customer experience as an effective way to differentiate themselves within the market.
Feb 12, 2019 • 24min
B2B vs. B2C
Steve welcomes back Walker expert and vice president of advisory services Brad Harmon to discuss the differences in approach to customer experience between B2B and B2C businesses.
Feb 5, 2019 • 23min
The State of Customer Experience
In a nod to the Presidential State of the Union address, Steve welcomes back guest Dr. Troy Powell for a discussion on the current state of the customer experience space and trends in the industry.
Jan 29, 2019 • 24min
Human-centered Design
Steve welcomes to the podcast Kerry Bodine, founder of Kerry Bodine and Company, to discuss the important of user- and human-centered design in customer experience and Kerry’s thoughts on trends and how UX is impacting CX today.
Jan 24, 2019 • 26min
Human Duct Tape
Pat Gibbons guest hosts this episode with guest Jeanne Bliss, founder and president of CustomerBliss, consultant, and thought leader on customer experience. Jeanne and Pat discussion her books, how she began her career in CX, and how customer experience leaders needs to remember the human side to how they approach CX within their companies.
Jan 15, 2019 • 24min
The Evolution of CX
Pat Gibbons guest hosts this week's episode on where the term "CX" originated. An interview with Bruce Temkin, head of the XM Institute, on how the Customer Experience Professionals Associate was formed and how customer experience has evolved.
