The CX Leader Podcast | A resource for customer experience leaders

In early March of 2023, thousands of experience management professionals from across the globe gathered in Salt Lake City to take part in the 2023 Qualtrics X4 Summit. Featuring keynote speakers like Martha Stewart, Malala Yousafzai, and Chip and Joanna Gaines, the X4 Summit succeeded in creating a memorable experience, while providing opportunities for XM professionals to connect. Host Steve Walker invites Lauri Jones, Sarah Walker, and Pat Gibbons back to the show to recap what they experienced at this year's X4 Summit. Learn more about the Qualtrics X4 Summit at https://www.qualtrics.com/x4summit/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

When it comes to your health or the health of a loved-one, it gets personal. That’s why it’s so important for healthcare providers to pay attention to the patient experience (PX). It can be different from customer experience, but there are similarities, and just like B2C experiences are influencing how B2B companies design and execute their programs, there are some things that patient experience pros can learn from the CX world. Host Steve Walker welcomes Kim Gerber, a patient experience professional, for a discussion on better understanding the difference and similarities between PX and CX. Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

Attending concerts, sporting events, conferences, and other gatherings is a big part of our culture and could easily be considered the pinnacle of experience design. But there are so many elements that go into crafting the ideal event experience to make it truly memorable – how do you put it all together to exceed the high expectations of today’s consumers? And how do you plan and manage blockbuster events like the Super Bowls, NCAA Final Fours, Olympics, World Cup, concerts from the world’s biggest stars and the most important conferences and tradeshows on the planet? Host Steve Walker welcomes Alex Merchán, chief marketing officer at ASM Global, a leading venue management and services company who hosted the previously mentioned events, for a discussion on experience management for large events. Learn more about ASM Global at https://www.asmglobal.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

There have been many guests on this show, each with unique stories and backgrounds about their path to becoming a customer experience professional. But we haven’t often discussed how YOU can develop your own professional life. So how is your career growth going? Are you new to the profession and need some tips, or are you a seasoned pro that could use some ways to spark new creativity? How do you keep your career batteries charged? Host Steve Walker welcomes Natalie Onions, vice president of customer experience at Customer.io, a marketing automation platform, to discuss way to help develop your career as a customer experience professional. Learn more about Customer.io at https://customer.io/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/

Healthcare in the United States is a complex, and often a divisive subject. With some healthcare companies focused on the bottom line, family practitioners can get overwhelmed and have little time to develop relationships with their patients. So when a company comes along and says that there IS a way for doctors to spend better time and provide better care – in other words, putting the humanity back into the experience – then it’s definitely worth exploring! Host Steve Walker welcomes Jamey Lutz, managing director of brand and service excellent at ChenMed, for a discussion on how their company puts the humanity back into patient experience. Learn more about ChenMed at https://www.chenmed.com/ Learn more about Jamey at https://www.jameylutz.com/ Listen to more podcasts at https://cxleaderpodcast.com/ or check out our blog at https://walkerinfo.com/blog/ Learn more about Walker at https://walkerinfo.com/ 

Customer experience is a wonderful blend of listening and understanding our customers, while creating the right actions to deliver amazing experiences. But putting all those pieces together is a tall task. How do we set up the right processes to ensure the right information is delivered to right employees, resulting in great experiences for our customers? Host Steve Walker welcomes Jill Helmle, the senior manager for customer experience strategy at ServiceNow, for a discussion on how to equip employees for success.  Learn more about ServiceNow at https://www.servicenow.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

Most CX pros are familiar with customer journey mapping – the process that identifies the path customers take when interacting with your company. We’ve done a few episodes on it already and you can check those out on cxleaderpodcast.com. But what if we did a little more than just pinpoint problems and build empathy for our customers? What if we included the customer in the process and they help design improved experiences? In other words, we turn the journey mapping process up to eleven! Host Steve Walker welcomes Justin Zalewski, director of product design and strategy at Studio Science, for a discussion on service design. Learn more about Studio Science at https://studioscience.com/ Listen to more podcasts at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

Customer experience pros know that one of the many indicators of a successful CX program includes how many promoters you have among your customers – often measured using the Net Promoter Score. The more promoters you have, the more likely your customers will recommend you to others, right? And that’s it - we typically don’t think there’s something better than “promoters.” However, there are ways in which CX pros can create “superfans” – customers that not only recommend you to others, but become serious advocates for your business. Host Steve Walker welcomes Brittany Hodak, an award-winning entrepreneur, author, and customer experience speaker, to discuss her new book, “Creating Superfans: How to Turn Your Customers Into Lifelong Advocates.” Learn more about Brittany's book, "Creating Superfans" here: https://brittanyhodak.com/book/ Listen to more episodes of The CX Leader Podcast here: https://cxleaderpodcast.com/ Learn more about Walker here: https://walkerinfo.com/ 

A common business adage states: “fast, cheap, or good – pick any two.” But in today’s world of same-day shipping and self-service technologies, customers are demanding speedy experiences and will not accept excuses for sacrificing quality or price. On the eighth and final episode of our series, “CX Now: Eight Essential Themes Driving CX Evolution,” host Steve Walker welcomes Sean Clayton for a discussion on why customer experience professionals should keep speed at the top of their list when optimizing their CX programs. Read blogs and listen to more episodes in our CX Now series here: https://walkerinfo.com/cxnow/ Listen to more episodes of The CX Leader Podcast here: https://cxleaderpodcast.com/ Learn more about Walker here: https://walkerinfo.com/

It's no secret that most companies have different groups of customers with differing needs. And we, as CX leaders, naturally need to able to adapt our programs to account for those differences. Depending on your company, differences between your customer segments might be small. But for businesses where each segment’s needs are vastly different, more complex experience strategies might be necessary. So how does a CX pro design and execute for different customer segments? Host Steve Walker welcomes Leigh Redington, general manager at Potawatomi Carter Casino Hotel in Wabeno, Wisconsin, for a discussion on designing experiences for various customer segments. Listen to more episodes of The CX Leader Podcast here: https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/