Steve Walker and Pat Gibbons discuss the importance of customer experience certification through the Customer Experience Professionals Association and how CXPA will play a role in the future of CX.

CX professionals from across the globe met in New Orleans to exchange ideas and learn more about what's happening in the realm of customer experience. Steve welcomes Pat Gibbons back to the podcast to share what Walker associates learned was on the minds of CX pros.

In the second part of this podcast series, Steve continues his conversation with Bill Caskey on how CX leaders can improve their effectiveness in sales. Bill is the creator of the 2X Group and co-host of the Advanced Selling podcast. Learn more about Bill at https://billcaskey.com and download Bill's resource "How to Give Your Customers a Great Buying Experience" at https://billcaskey.com/cxleader 

Bill Caskey, creator of the 2X Group and co-host of the Advanced Selling podcast, joins Steve for a conversation on how CX leaders can improve their effectiveness in sales.

Episode 16 Angie's List: Bringing Customer Experience to Home Services In this episode of the CX Leader Podcast, Steve welcomes guest Angie Hicks, co-founder of Angie's List and chief customer officer for ANGI Home Services. Angie discusses Angie's List's beginning and how they became a disruptor to an entire business sector, bringing customer experience to the forefront of the home services industry. Read more about Angie Hicks at angiehicks.com. Read more about ANGI Home Services at www.angihomeservices.com. Learn more about Angie's List at www.angieslist.com.

Steve welcomes Pat Gibbons, a customer experience professional and senior vice president at Walker, and discusses how storytelling can be a powerful addition to the customer experience professional's toolbox.

Steve welcomes back Walker senior vice president Jennifer Batley to review the 10 traits of effective CX leaders and talk about how customer experience professionals rated themselves at the Qualtrics X4 Summit. Jennifer also introduces an eleventh “bonus” trait.

An effective CX leader will utilize the thought process needed to understand the key components of a situation and comprehend the consequences of actions. Steve welcomes Noah Grayson, a CX professional and senior vice president at Walker, to discuss the trait of being a business savvy CX leader.

As CX professionals, we are looking to make a difference, engage our organizations and drive meaningful change on behalf of the customer. The problem is being that catalyst for change in organizations can be difficult. Steve welcomes guest Allison Grayson, a certified CX professional and vice president at Walker, to discuss strategies to help drive meaningful change in your CX program.

Disrupting the status quo can sometimes lead to innovative solutions when it comes to CX, and Steve discusses this trait with Walker senior vice president and customer experience professional Sean Clayton.