We’ve mentioned the Customer Experience Professionals Association more than once on this podcast. The CXPA offers excellent resources and networking opportunities for CX professionals, and one of those opportunities includes the CX Leaders Advance Conference which was recently held in Orlando, Florida. The event offered CX pros an opportunity to discuss the most “pressing challenges faced by CX leaders.” Guest host Pat Gibbons welcomes back to the podcast Walker experts Sheila March and Dr. Troy Powell who participated in the conference and provides a recap of the events and the most pressing topics on the minds of CX professionals today. Learn more about the Customer Experience Professionals Association at https://www.cxpa.org/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

Producer's Note: this is an encore presentation of Episode 219, originally released on May 31, 2022. One of the best institutions to learn leadership skills is the military. Veterans often become some of the best business leaders in their fields. So how does military life translate into becoming an effective customer experience leader? Host Steve Walker welcomes Michelle Buretta, a vice president and CX strategic advisor at Walker, for a discussion on how her service in the Army prepared her to be a customer experience leader.. Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

Combining your customer experience and employee experiences can have a tremendous impact on your overall experience efforts. But what does that look like from the data perspective – how do they link and why would it be advantageous? Host Steve Walker welcomes Tanner Smith, senior analyst at Walker, for a discussion on linking CX and EX data and how it benefits the organization's experience programs. Download Walker's free report "Effectively Combining CX and EX": https://walkerinfo.com/cxleader/effectively-combining-cx-and-ex/ Listen to the episode "Effectively Combining CX and EX": https://cxleaderpodcast.com/effectively-combining-cx-and-ex/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

It's safe to say that most people are feeling the effects of today’s economy. Dealing with financial issues can create a great deal of stress. Families are penny-pinching and, in many cases, grappling with ways to help ease the burden. And many financial companies don’t make that process easy. But there are ways in which companies can make that experience better and promote what our guest refers to as “financial health.” Guest host Pat Gibbons welcomes Rochelle Gorey, co-founder and CEO of SpringFour, a Certified B social impact fintech company, for a discussion on ways to make it easier for people achieve financial health. Learn more about SpringFour at https://springfour.com/ Listen to more podcasts at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/

As our profession continues to mature and more organizations adopt customer-centric cultures, CX pros often need a way to maintain alignment between their customer experience programs and other company functions. A “hub”, if you will, of CX expertise that the entire company can look to for advice and ideas, so your customer experience efforts align with the company’s mission and vision – a CX Center of Excellence. Host Steve Walker welcomes Greg Chase, an XM catalyst from the Qualtrics XM Institute, for a discussion on how organizations can leverage a CX center of excellence to improve their customer experience. Read Greg's blog post on "The Three Core Functions of a CX Center of Excellence": https://www.xminstitute.com/blog/three-core-functions-cx-coe/ Listen to more podcasts and subscribe at: https://cxleaderpodcast.com/ Learn more about Walker at: https://walkerinfo.com/

Journey mapping: that tried-and-true exercise of discovering your strengths as a company and the places in your customer’s journey where things could be improved. It’s a great tool to identify pain points and create empathy for your customers. But what about employees? Seems like it would be a great practice to build some empathy for your own team, right? Host Steve Walker welcomes Dr. Cecelia Herbert, principal XM catalyst at the Qualtrics XM Institute for a discussion on mapping the employee's journey. Learn more about the XM Institute at https://www.xminstitute.com/ Listen to more podcast episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/        

We’ve been talking more about the patient experience on this show and how CX practices can be applied in the healthcare industry. In fact, Walker just released a report on the subject: “PX: Designing Better Patient Experiences.” Host Steve Walker welcomes Nicole Richendollar, an associate video president, and Emily Chesnut, a senior project manager, both at Walker, for a discussion on how digital surveys can benefit closed-loop follow-up, or as it’s known in the healthcare space, “service recovery.”       To download Walker's latest report, "PX: Designing Better Patient Experiences", visit https://walkerinfo.com/cxleader/px-designing-a-better-patient-experience/  To listen to more episodes, go to https://cxleaderpodcast.com/ To learn more about Walker, visit https://walkerinfo.com/ 

There are so many times on this show that our guests have described their customer experience efforts as living within their marketing department, and there are good reasons to practice CX in that structure. But what if we made the case that CX should exist on its own: an independent CX practice capable of working with all aspects of the organization, thus improving the customer experience at all levels? Host Steve Walker welcomes Amanda Flashner, Chief Experience Officer at LendingPoint, a financial technology platform, for a discussion on why their company invested in a separate CX function to improve the customer expeirence. Learn more about LendingPoint at https://www.lendingpoint.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/

Creating seamless experiences is one of many goals of CX pros. But what should be perceived by the customer as a smooth experience can sometimes create complicated processes for the company – like the hidden part of an iceberg. But if done right, it can benefit both the customer and employees, and we have a guest on the show who heads-up a unique program to make that happen. Host Steve Walker welcomes Andy Netzel, CCXP and the head of the Performance Innovation Lab at KeyBank, for a look at how they work to create seamless experiences for their customers.  Learn more about Key Bank at https://www.key.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

People in general want to do good things for others. But it’s easy to assume that everyone sees the world with similar eyes. We live in a diverse world with people that have different needs, so it’s important that CX professionals plan and accommodate so the experience is accessible and meaningful for all their customers. Host Steve Walker welcomes Stacy Sherman, a customer experience and marketing keynote speaker, content creator, and host of the podcast "Doing CX Right", for a discussion on creating inclusive experiences for customers and employees with different needs and abilities.  Read more about Stacy on her website: https://doingcxright.com/ Listen to more episodes at https://cxleaderpodcast.com/ Read more about Walker at https://walkerinfo.com/