The CX Leader Podcast | A resource for customer experience leaders

Here's a situation you might have heard about, or even experienced: you’re ready to get going on this CX “thing” – you’re going to revolutionize your company. But you don’t quite have executive buy-in, or you’ve got the buy-in but you just can’t get people to do what needs to be done. It’s a common problem with companies new to customer experience. Host Steve Walker welcomes back Megan Burns, CX pioneer, keynoter, and advisor, for a discussion on how to active customer experience in your organization. Download Megan's Project Pyramid Worksheet: http://megan-burns.com/cxprojectpyramid  Learn more about Megan at https://megan-burns.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

Every first Tuesday of October, CX pros take a moment to celebrate their profession and bring awareness to the benefits of a great customer experience, and we hope you’re celebrating with us as well! Since 2011, the Customer Experience Professionals Association, or CXPA, has been dedicated to the advancement of the CX profession and continues to provide support for customer experience professionals throughout their career. Guest host Pat Gibbons welcomes Greg Melia, CEO of the CXPA, for a discussion on why we should take time to celebrate all things CX. Learn more about the CXPA at https://www.cxpaglobal.org/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/

You've planned a great program for gaining customer feedback, but there's just one problem: a low response rate. On this edition of The CX Leader Quick Tips Minicast, Walker expert Drew Hall has some advice on how to manage your lists to encourage a healthier response rate, therefore gathering a better quality of customer feedback. Listen to more Quick Tips at https://cxleaderpodcast.com/quicktips/ Learn more about Walker at https://walkerinfo.com/   

When did customer experience come into existence? If you’ve listened to this show for a while, you’ll know there was no definitive “big bang” event for CX. It evolved from various other disciplines into the “ethos” of customer centricity that it is today. And there’s no stopping it – customer experience is here to stay, and we can’t wait to see what’s in store for the future. Host Steve Walker welcomes back Megan Burns, a world-renowned author, keynoter, and CX expert, for a discussion on the past, present, and future of customer experience.  Learn more about Megan at https://megan-burns.com/  Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

You’ve heard us promote the US Customer Experience Awards several times on this program. If you’re not familiar with them, we recommend you check them out at usacxa.com. In this episode, host Steve Walker had the privilege of welcoming a CX leader that helped earn their company the Overall Winner of the 2023 Customer Experience Awards, in addition to winning gold and silver awards in several other categories. Steve welcomes Riccardo Porta, the Global Director for CX at Dow, the materials and science company, for a discussion on their program and a look into the Advanced Manufacturing CX Consortium (AMCX). Learn more about Dow at https://www.dow.com/ Learn more about the Advanced Manufacturing CX Consortium at https://corporate.dow.com/en-us/seek-together/cx-benchmarking-for-b2b.html  Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

Respondents to your surveys are like notes in a symphony of data: if the right notes are played, you have a musical masterpiece. But if some are playing wrong notes, a dissonant chaos of sound can confuse the listeners. In the inaugural edition of The CX Leader Quick Tips Minicast, Walker expert Tanner Smith discusses how CX experts can make certain they're playing the right notes so they have clear insights into their customers.  Listen to more Quick Tips at https://cxleaderpodcast.com/quicktips/ Learn more about Walker at https://walkerinfo.com/ 

Data is flying everywhere and CX pros are always striving to gobble-up whatever insights they can get about their customers. It’s easy to look at an average support call time, or NPS scores to get an idea of how things are going. But what about the things that are more difficult to quantify? How do find a hard number for something like customer service? Host Steve Walker welcomes Nathan Bobay, director for Consumer Service at Delta Faucets, for a discussion on quantifying the value of service. Learn more about Delta Faucets at https://www.deltafaucet.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

Producer's Note: During the summer months we've been re-releasing some of our favorite episodes for our "Summer Encore Series." This episode originally dropped on November 6, 2018. Shep Hyken is an award-winning keynote speaker and renowned expert in customer experience. Shep discussed how he started in CX and how customers are no longer comparing you with competitors, but with “the best service they ever had, from anyone.”  Please note that some details and situations described in the episode may not neccessarily be the same as when it originally was released. 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. Learn more about Shep at https://hyken.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/  

Producer's Note: During the summer months we'll be re-releasing some of our favorite episodes for our "Summer Encore Series." This episode was originally on July 19, 2019. Guest Jay Baer has always been a fun guest to welcome onto the show. He is compelling, funny, and an engaging speaker. He’s also a world-renown expert in customer experience. We love this particular episode as he directly addressed the needs for companies to adapt to changing customer needs (e.g., a global pandemic!) Please note that some details and situations described in the episode may not neccessarily be the same as when it originally was released. It’s been said a countless number of times on this show: customer experience has never been more important for companies today. The pandemic has changed not only how businesses operate, but how consumers are make purchasing decisions. This has provided CX programs an opportunity to make a huge impact on how companies navigate their way through new territory as we start to see the world emerge from the pandemic. Host Steve Walker welcomes back bestselling author and CX expert Jay Baer to discuss how CX has - or can - make an impact. Learn more about Jay Baer at: https://www.jaybaer.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

Producer's Note: During the summer months we'll be re-releasing some of our favorite episodes for our "Summer Encore Series." This episode was originally on July 19, 2019. Guest Roberta O'Keith did a great job describing how to start a CX program from scratch – it’s a great “CX 101” episode for anyone looking for ways to get a program off the ground. Please note that some details and situations described in the episode may not neccessarily be the same as when it originally was released. It might sound like more work but sometimes building a CX program from the ground up has its advantages. Steve welcomes guest Roberta O’Keith of Murphy-Hoffman Company, a full-service truck dealership, to discuss how she started customer experience programs in companies that had no such efforts in place. To listen to more episodes, go to https://cxleaderpodcast.com/ To learn more about Walker, go to https://walkerinfo.com/