While there is some historical debate on this, Aristotle is widely recognized as one of the early inventors of the scientific method – the way in which we observe, hypothesize, experiment, and gather data. Experimentation is key to logically understanding our world. And just like any other business practice, experimenting with CX can help you gain insights on what works best for your organization in delivering an amazing experience. Host Pat Gibbons welcomes Gabs Dracopoulos, head of global customer success at Intuit, for a discussion on CX experimentation.  Connect with Gabs on LinkedIn: https://www.linkedin.com/in/gabrielledracopoulos Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

It’s a subject on which we’ve dedicated several episodes: employee experience. And we’ve even covered how to effectively combine CX and EX, a subject for which Walker released a report that you can find on walkerinfo.com. But we haven’t really explored the value of combining employee and customer experience – is it even worth it, and what challenges can I expect? Host Steve Walker welcomes Suzanne Scharer, a product scientist at Qualtrics, for a discussion on why it's worth the effort to combine your customer and employee experience data.  Learn more about Suzanne on LinkedIn: https://www.linkedin.com/in/suzannescharer/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

Companies often struggle with knowing their customer's needs and why they actually stay customers. Are they happy? Are they looking elsewhere for their needs? Why are they not happy? Segmenting these customers into a loyalty scale is common, but not necessarily actionable. On this episode of The CX Leader Quick Tips Minicast, Michelle Buretta, a vice president at Walker, shares how the Walker Loyalty Matrix™ provides businesses with a practical means to leverage the voice of the customer for improved business performance. Learn more about Michelle on LinkedIn: https://www.linkedin.com/in/michelleburetta/ Read more about the Walker Loyalty Matrix™: https://walkerinfo.com/solutions/loyalty-matrix/ Listen to more episodes at https://cxleaderpodcast.com/quicktips/

According to a recent Pew Research Center survey, the majority of workers in the U.S. say that focusing on DEI in the workplace is “a good thing.” With so many organizations adopting ways to improve diversity, equity, and inclusion, it seems that we, as CX professionals, should explore ways we can incorporate this important work into our efforts of improving customer experiences. And my guest on this episode has already made progress in incorporating DEI into CX and EX programs. Host Sara Walker welcomes Victor Udoewa, service design lead at the CDC, for a discussion on diversity, equity, and inclusion in CX metrics and programs. Learn more about Victor via his LinkedIn at: https://www.linkedin.com/in/udoewa/ Listen to more podcasts at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

There’s so much talk about artificial intelligence these days. With stories of how it is changing the world on so many fronts, customer experience professionals can’t help but explore its impact on their organization’s CX program. And when we think about another common struggle with CX – linking the work of customer experience back to revenue – a little bit of help from machine learning might offer a solution. Host Pat Gibbons welcomes Nikhil Nadiminti, senior program manager ISG for worldwide customer experience at Lenovo, for a discussion on proving CX's value through machine learning.  Learn more about Lenovo at https://www.lenovo.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/

Learn how to use data and design thinking to create amazing customer experiences. The podcast covers topics such as the importance of data and design in enhancing customer experience, challenges faced while creating a new app, the impact of customer focus changes and clean energy, and tips for CX leaders in utilizing specialists and emotional drivers in CX frameworks.

We must warn you: the podcast episode you're about to listen to is filled with frightful tales of deliveries gone wrong, misdirected concert tickets, terrible website engineering, and rental cars that won't start. This can only mean one thing: it's another blood-curdling episode of CX Horror Stories! Hosted by Sara Walker and Gary Szeszycki, guests include Diane Skirvin (Walker), Bill Daughtery (Gibson Teldata), Tyler Morris (Walker), and Kerri Meyer (Qualtrics).  Listen to more horror stoires (if you dare!) at https://cxleaderpodcast.com/series/cx-horror-stories/  Listen to other episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/

In 1989, Evered and Selman put forward the idea that looking at managers as “coaches” creates a better culture for employees. They say, “coaching focuses on discovering actions that enable and empower people to contribute more fully, productively, and with less alienation than the control model entails.” We take the same view here at Walker, where our team leads take the role of coaches to develop CX teams. A lot of those skills translate to leading a CX team in a company – or guiding a whole organization to get onboard with CX initiatives. Host Pat Gibbons welcome Walker expert "Coach Drew" Hall for a discussion on the value of CX coaching.  Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

You're ready to get going on gathering customer feedback, but there's always that looming question: what will we ask them and how much is too much survey? On this edition of The CX Leader Quick Tips Minicast, Walker expert Molly Work gives helpful advice on how to determine the right amount of questions to ask in a survey.  Listen to more Quick Tips at https://cxleaderpodcast.com/quicktips/  Learn more about Walker at https://walkerinfo.com/ 

Managing your money is already a stressful task, and it's sometimes difficult to intentionally think ahead about what happens when we retire. Luckily, there are some very smart people in the world of personal finance who can help with that aspect of life. But what does the customer experience look like in that field? Continuing our look into the winning programs at the 2023 US Customer Experience Awards, host Pat Gibbons welcomes Jenny Schmidt, vice president for strategic initiatives at Prudential Financial, to discuss their many awards from USACXA, including the 2023 CX Team of the Year. Learn more about the Prudential Stages for Retirement at: https://stages.prudential.com/  Listen to more podcasts at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/