It’s a great time to be a CX leader and we here at Walker have had a fun time producing this podcast. But after over 330 episodes speaking with fantastic people from across the globe, covering topics to help you get the most from customer experience, it’s time to put away the microphones. This is the last episode of The CX Leader Podcast, at least for now. And the reason is not complicated: as many companies do, we here at Walker have shifted our marketing strategy and need to devote resources to other activities. But all the great content we’ve produced since 2018 will still be available on our website and you will always be able to rely on Walker as an authoritative source for all things XM. Host Chris Higgins welcomes former hosts Troy Powell, Sara Walker, Pat Gibbons, and Steve Walker for a look back on their favorite guests, topics, and what CX leaders should look forward to in 2025.
After 332 episodes, we have decided to step away from the microphones and stop production of The CX Leader Podcast. As many companies do, we have shifted our marketing strategy and are focusing resources on other activities.
Thank you to all our fantastic guests and devoted listeners for almost seven years of excellent thought leadership in customer experience and experience management. We will continue to host our previous episodes so you can enjoy all the great advice we've heard over the years.
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Change is hard. And that’s not the first time we’ve said those words on this podcast. When it involves breaking through entrenched practices within a company, it can be especially difficult - but not impossible. With a little buy-in, some quick wins to demonstrate the possibilities, and some awareness to the importance of customer centricity, you can create a culture that views CX as a game-winning strategy. Host Sara Walker welcomes Talar Ozcanian, director of customer experience business aviation and helicopter aviation training at CAE, an aviation simulation and technology company, and winners of the digital transformation category at the 2024 US CX Awards, to discuss their digital transformation.
While it might not seem significant at first, securing a place to park your car is an important event. Sure, it’s not life or death, but during large events it can be time sensitive. Sometimes it’s the first experience people have when attending a concert or a large conference, so when the logistics are not working efficiently, it creates a frustrating experience for someone just looking for a safe place to park their car. But work to create a great employee experience and give them the tools to foster a customer centric mentality, you might have the recipe for an award-winning program. Host Pat Gibbons welcomes Andrea Cedillo, head of customer support at ParkHub, to explore their award-winning CX program.
Today’s marketing playbooks put social media at the top of many strategies, but regardless of its prevalence, your website is still your business hub and a vital extension of your brand. But when your customers say your site is not friendly or functional, it’s time to rethink your online experience. And in once such case we’re exploring on this episode, the result was award winning. Host Sara Walker welcomes Rajesh Sankaran, Senior VP of eCommerce for A-Max Auto Insurance, for a discussion about their award-winning approach to improving how customers interact with their website.
Think of some of the best experiences you have had as a customer. What made it great? Did you feel like the experience matched the company’s identity? Did any of it feel like it wasn’t meeting the company’s brand promise? Great experiences are consistent: you know what to expect when you interact with an organization that reflects their brand through their CX efforts. Host Sara Walker welcomes Chelsea Reynolds, marketing manager for YuMOVE, for a discussion on keeping experiences consistent with your organization's brand.
It’s not easy changing people’s minds. But we’re approaching a season in which customer experience professionals are working hard to convince executives and peers on the value of adopting a customer-centric mindset. WE as CX pros know the value of our efforts, but sometimes we have to convince others of its advantages. And sometimes data isn’t enough. We have to balance the data with storytelling to build confidence in others about the value of customer experience. Troy Powell hosts with guests Pat Gibbons, SVP at Walker, and Megan Burns, a customer experience expert, author, and keynote speaker.
Podcast Series
Deeper dives into various subjects for customer experience professionals.
