In the 250th episode of The CX Leader Podcast, we'll continue the series “CX Now - Eight Essential Themes Driving CX Evolution” by discussing adaptability: how companies should maintain an agile mindset in order to provide the best possible experience for customers. Host Steve Walker welcomes Drew Hall, a vice president and team lead from Walker, to discuss why companies need to move away from the old-world model of "make and sell" model and adopt a more "sense and respond" mentality. Find more episodes and blog articles in our CX Now series at https://walkerinfo.com/cxnow/ Find more episode of The CX Leader Podcast at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

There are lots of different ways to measure what a customer thinks about your company. But customer emotions can be pretty tricky. How a customer feels can affect other metrics – someone who’s happy with their service will likely provide a high NPS rating. Someone who is angry or frustrated will likely choose “very unsatisfied” in a CSAT survey. So it’s important to understand the emotions of a customer as context for other metrics. But what about more complicated relationships, like a B2B2C channel? On this episode, host Steve Walker welcomes Nancy Flowers, director of customer experience at Voya Financial* and featured in Jim Tincher's newest book, "Do B2B Better". Nancy discusses why CX pros needs to remember that emotions are important for B2C and B2B channels. Learn more about the book, "Do B2B Better" at https://heartofthecustomer.com/dob2bbetter/  Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ * Production note: We interviewed Nancy Flowers in November of 2022. At that time she was the vice president for insights and loyalty at Hagerty and discusses her experiences at that company. She has since accepted a position at Voya Financial, and while she no longer speaks officially for Hagerty, we have permission to release this episode since she was working for that company at the time of the interview. 

Some organizations collect very little data and some collect a ton of data. But like many other aspects of customer experience, CX pros should be thinking of the end goal when designing programs and integrating their data. A "data diet:" everything in moderation. As part of our continuing series "CX Now: Eight Essential Themes Driving CX Evolution," host Steve Walker welcomes Ashley Hicks for a discussion on how CX pros can organize, integrate, and constructivley access their data to make better business decisions. Read more about the "CX Now" series here: https://walkerinfo.com/cxnow/  Find more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

Many have experienced the dreaded "handoff" - that experience where someone calls into support and get transferred multiple times, to the point where frustration compels them to simply hang up. Continuing the series "CX Now: Eight Essential Themes Driving CX Evolution," host Steve Walker welcomes Diane Skirvin, vice president and team lead at Walker, to discuss the importance of making customer experiences seamless. Listen and read more about the CX Now series at https://walkerinfo.com/cxnow Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

Data is everywhere! And CX pros have structured ways to keep it all organized. But what about all the UNstructured data your customers provide? While there are some challenges in using unstructured data, it has the potential to bring a rich set of insights about your customer experience efforts. Host Steve Walker welcomes Ellen Loeshelle, director of product management, XM Discover at Qualtrics, for a discussion on how customer experience professionals can take advantage of the tools available to extract the value from unstructured data. Learn more about Qualtrics XM Discover at https://www.qualtrics.com/discover/ Listen to more podcasts and subscribe to the show at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

Providing the tools and resources for employee success seems like a "no-brainer," but companies often overlook the systems and processes that can create friction in the customer experience. And if the employees struggle to provide seamless experiences, then you can bet that customers are feeling their pain as well. In the fourth episode of our "CX Now: Eight Essential Themes Driving CX Evolution," host Steve Walker welcomes expert Georgetta Parisi, Ph.D., for a discussion on employee enablement.  Listen to more podcasts or read blog articles in the "CX Now" series: https://walkerinfo.com/cxnow/ Listen and subscribe to The CX Leader Podcast at https://cxleaderpodcast.com/  Learn more about Walker at https://walkerinfo.com/  

The data companies collect can be valuable in providing insights into the past and current behaviors of customers. But that data can also be useful in predicting trends and behaviors in the future. Continuing the series "CX Now: Eight Essential Themes Driving CX Evolution," host Steve Walker welcomes Dr. Troy Powell for a discussion on how companies can use their customer data to perform predictive analysis using A.I., natural language processing, and other tools to anticipate customer needs and actions. Find more episode and blog article in the "CX Now" series: https://walkerinfo.com/cxnow/ Find more episodes of The CX Leader Podcast at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

From exploring the connection between LEGO and customer experience to unlocking creativity through LEGO Serious Play, this episode discusses how play methods can enhance customer interactions, journey mapping, and design. The guest shares insights on leveraging play to create better customer experiences and integrating play into business for a customer-centric culture.

Speed has always been an important factor in delivering a great experience to customers. And many times "fastest" is best. But there are some situations in which you could almost be too fast, so the trick is to find the right "now." Host Steve Walker welcomes Jay Baer, a keynote speaker and author on customer experience, to discuss his latest research in collaboration with StatsSocial, “Time to Win: the Consumer Patience Study." Download the study for free at https://www.thetimetowin.com/ Learn more about Jay Baer at https://www.jaybaer.com/  Find more episodes and subscribe to The CX Leader Podcast at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

Designing ways to personalize the customer experience is essential. But there are different levels in which personalization can be executed: reactive, selected customer, and proactive. And customer experience programs that are not fully executing on personalized experience could be dropping the ball. In the second episode of our series "CX Now: Eight Essential Themes Driving CX Evolution," Steve Walker welcome Saari Gardner, vice president of advisory and managed services at Walker for a discussion on way companies can take their personalization efforts to the next level. Find more resources in our "CX Now" series at: https://walkerinfo.com/cxleader/cx-now/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/