A resource for customer experience (CX) and experience management (XM) professionals.
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Latest Episode

One Big Channel

One Big Channel

Released: January 19, 2021 • Episode #149

Customers today have so many touchpoints available to them when interacting with companies: websites, social media, text messaging, call centers… it can be dizzying just thinking about it. However, all that complexity can still come together to create a seamless customer experience and understanding how an omnichannel CX strategy can work for your organization. Host Steve Walker welcomes guest Gabe Larsen, VP for Growth at Kustomer and host of the Customer Service Secrets Podcast.


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Recent Episodes

Checking In with the CXPA

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Released: January 12, 2021 • Episode #148

In a regular "check-in" with the Customer Experience Professionals Association, or CXPA, host Steve Walker welcomes Barbie Fink, current chair of the CXPA board, and recent board chair Annette Franz to discuss the organizations accomplishments and challenges during 2020 and what to expect in 2021.

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Easy Does It

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Released: January 5, 2021 • Episode #147

It's important to quickly identify and remedy pain points in your customer's journey - removing friction in the experience and making the necessary changes to provide easier ways for the customer to engage with your organization. On the first episode of the new year, host Steve Walker welcomes guests Mallory Elias-Cvengros is a senior customer experience analyst, and Serena Riley is the Director of Customer Experience, both at Llamasoft, a Coupa software company specializing in decision-making platforms for supply chains, and they discuss how they redesigned how their customers interact through online services to make the experience easier.

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Trends into 2021

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Released: December 15, 2020 • Episode #146

2020 was quite the ordeal! It goes without saying that the number one influencer of how companies designed and executed their customer experience was the COVID pandemic, making 2020 a year that the world would look forward to leaving behind. Host Steve Walker welcomes Walker colleagues Sean Clayton, Ryne Fanning, Sonya McAllister, and Rahissa Winningham for a look at how the pandemic influenced CX in 2020 and what we have to look forward to in 2021.

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The Survey People

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Released: December 8, 2020 • Episode #145

The practice of customer experience must permeate the entire company. But that can be difficult, and CX pros are sometimes not take as seriously as they should. So how do you, as a CX pro, change that mindset - how do they move beyond the label of "the survey people?" Host Steve Walker welcomes guest Roxie Strohmenger, vice president of customer experience strategy at UKG, for a discussion on how customer experience professional should market themselves within their organization.

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Bringing Down the Silos

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Released: December 1, 2020 • Episode #144

We talk about his often on the show and it can be a problem for companies of many sizes: the difficulty in breaking through the walls of corporate silos when trying to execute effective customer experience programs. So, how do we bring down those silos and get everyone on-board with your corporate CX effort? Steve welcomes guests Steve Cox, VP of digital lifecycle journeys, and Thimaya Subaiya, senior vice president of CX solutions, from Cisco to talk about overcoming barriers within the company to make customer experience programs effective.

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