CX professional Krista Roseberry joins Steve to discuss what she learned from binge-watching the Olympics: leaders need to be focused.

Steve welcomes back Dr. Troy Powell, vice president at Walker, to discuss how it's not necessary for CX leaders to know analytics, but it's critical for them to think analytically.

Steve welcomes guest Sonya McAllister to discuss how CX leaders need to be influential - persuading other people and teams to engage and join in efforts to create a customer experience that provides a competitive advantage.

Host Steve Walker invites guest Jennifer Batley, a senior vice president at Walker Information, to discuss collaboration as a part of our on-going series on the 10 traits of effective CX leaders.

In the third of the series "10 Traits of Effective CX Leaders," Steve welcomes guest Kristina Kittle, a consultant at Walker Information, to help explain the importance of communication skills as a trait for effective CX leaders.

In the second of this 10-episode series, Steve welcomes back guest Melissa Meier, a certified customer experience professional and vice president of Walker Information, to discuss the importance of being knowledgeable in your field as a CX leader.

This episode begins a 10-part series where host Steve Walker invites guests to highlight the ten traits of an effective CX leader. Lauri Jones, a certified customer experience professional and vice president of Walker Information, discusses the trait of being passionate.

Steve and guest Troy Powell, Ph.D. and vice president of statistical solutions at Walker Information, discuss the importance of speed in your customer experience efforts.

Steve and guest Melissa Meier, a certified customer experience professional and vice president at Walker Information, continue the discussion of the recently published report "Customers 2020: A Progress Report" by describing about how companies can make it easy for their customers to do business.

Steve discusses the importance of personalization from the recently released Walker research, "Customers 2020: A Progress Report" with guest Brad Harmon, a certified customer experience professional and vice-president of consulting services for Walker Information.