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
Oct 9, 2018 • 21min
Becoming the Chief "Charismatic" Officer
Steve continues with the Luminaries of CX series in a discussion with Diane Magers, the interim CEO of the Customer Experience Professionals Association on what skills make the best CX pros and her views on the future of the profession.
Oct 2, 2018 • 31min
CX Day Celebration!
CX Day is celebration of all things CX and Steve invited five CX professionals from various business to discuss their work and what makes customer experience a rewarding profession. Guests include Karen Mangia (Salesforce), Jeffrey Louden (Indiana Farmers Insurance), Sheila March (Ascension Healthcare), Valerie Jones (Calumet Specialty), and Kim Howard (Wild Birds Unlimited).
Sep 25, 2018 • 21min
Getting over the bump
Host Steve Walker welcomes Megan Burns, CEO of Experience Enterprises, as the next guest in the Luminaries of CX series. The conversation includes how Burns started her career in the CX space and what the future hold for the customer experience industry.
Sep 18, 2018 • 25min
From CRM to CX
Host Steve Walker welcome the CEO of Customer Think Corporation and the founder and editor-in-chief of CustomerThink.com Bob Thompson to discuss how he started in the customer experience industry and his thoughts on the future of the CX movement.
Sep 11, 2018 • 16min
Empowering CX with Actionable Information
In the fourth episode of the CX technology series, Steve discusses the perspective from the technology provider with Kirk Baetens who is a global partner manager for Qualtrics, a world-class provider in experience management software and Walker’s technology partner.
Sep 4, 2018 • 21min
The Pitfalls of Tech
CX pros and business leaders rely on technology to provide the data and analysis of customer feedback, but it’s too easy to get stuck in the mud. Steve welcomes Walker technology experts Ryne Fanning and Rich Boits to the podcast for a discussion on how to avoid common mistakes when planning your technology strategy.
Aug 28, 2018 • 16min
What's your goal?
In a continuing series on technology, Steve welcomes Mike Grindstaff to the podcast for a discussion on getting the most out of your technology and how to gauge success by defining your goals.
Aug 21, 2018 • 17min
Let's Talk Tech
In the first of a series of episodes devoted to technology, Steve welcomes Brian Kovacs, chief information officer at Walker, for a discussion on why it's critical for CX leaders to be knowledgeable about what technology is available to improve the customers’ experience.
Aug 14, 2018 • 24min
Improving the patient experience
The phrase “healthcare is broken” is often used to describe the health services industry in America, but what does that mean? Steve welcome the co-founder and president of OurHealth, Dr. Jeff Wells, and they discuss what it means to provide better experiences for patients and how that compares to the customer experience space.
Aug 7, 2018 • 17min
A real-world SPRINT
In the third episode of the Change Management series, Steve welcomes back consultant Jack Walker and first-time guest Britt Kennedy, a director of customer intelligence from Sysco, to describe how the SPRINT process was applied to create a new solution within their CX program.
