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
Jan 8, 2019 • 20min
Getting Back to Fundamentals
Steve kicks off the new year with a discussion on how some companies still need to master the fundamentals of customer experience with CX luminary Annette Franz, founder and CEO of CX Journey, Inc.
Dec 18, 2018 • 23min
The United States of CX
Steve welcomes Stephanie Thum, chief advisor of federal customer experience at Qualtrics, to discuss how federal agencies are beginning to apply customer experience into government, how legislation is requiring the implementation of CX practices, the imbalance of X-data (experience) and O-data (operational) within agencies, and... Zootopia?
Dec 11, 2018 • 23min
Customer Success
Exploring another topic on intersections with customer experience, Steve welcomes Dave Duke, an expert in customer success management and is the co-founder and chief customer officer of MetaCX, for a discussion on customer success and its relevance in customer experience.
Dec 4, 2018 • 25min
Customer-focused Training
Continuing in our User series, Steve welcomes Sharon Bislich and Carolyn Bodkin to discuss how Medxcel, a medical facilities management company, incorporates customer experience into their training programs.
Nov 27, 2018 • 25min
Read More Science Fiction
How does the customer experience practice work with other disciplines? In the inaugural episode of a new series, Steve explores the intersection of CX and UX (user experience) with guests Mike Miserendino and Suzi Shapiro from GravityDrive, a user experience consulting services company in Indianapolis.
Nov 13, 2018 • 24min
The Personal Touch
In the second episode of the User series, Steve welcomes Gina Jannazzo and Kim Howard from Wild Birds Unlimited to discuss the CX program within a franchise model and how personal relationships with customers are competitive advantages for today's retailers.
Nov 6, 2018 • 22min
Convenience Trumps Price
Continuing the "CX Luminary" series highlighting the "rock stars" of customer experience, Steve welcomes Shep Hyken to the podcast to discuss how he got his start in CX and how making convenience can bring your company a competitive edge.
Oct 31, 2018 • 22min
CX Horror Stories
It's a spooky edition of the CX Leader Podcast as Steve welcomes back Pat Gibbons, SVP and principal of Walker Information, to listen to scary stories of customer experience failures and discuss how they could have been avoided.
Oct 23, 2018 • 25min
Making CX Work at Johnson Controls
Steve introduces a new podcast series in which he explores how companies implement their customer experience programs. Matt Inman and Matt Sharp join Steve to discuss the CX program at Johnson Controls and how to ensure various regional and product programs remain cohesive within a global company.
Oct 16, 2018 • 24min
What's your "word-of-mouth" strategy?
Businesses often focus on various types of strategies to get ahead in the market: sales strategy, market strategy, customer experience strategy - but do you have a "word-of-mouth" strategy? Steve welcomes New York Times bestselling author Jay Baer to discuss his new book, "Talk Triggers", and how companies can recruit their own customers into becoming marketing volunteers.
