Customer experience professionals have an opportunity to help create a genuine and lasting impact on their companies. But like any other aspect of an organization, there are some key elements – or “ingredients” – they need to make the right impact. And each company’s needs will be different, so it's important to know what ingredients are needed for their specific situations. Host Steve Walker welcomes Stacey Nevel, director of voice of the customer at Prudential Financial and a member of the board of directors for the Customer Experience Professionals Association (CXPA), for a discussion on what ingredients are needs to create an impactful CX program.
A resource for customer experience (CX) and experience management (XM) professionals. 
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It’s been said a countless number of times on this show: customer experience has never been more important for companies today. The pandemic has changed not only how businesses operate, but how consumers are make purchasing decisions. This has provided CX programs an opportunity to make a huge impact on how companies navigate their way through new territory as we start to see the world emerge from the pandemic. Host Steve Walker welcomes back Jay Baer of Convince and Convert to discuss how CX has - or can - make an impact.
Many are exhausted over the pandemic and discussing how it “changed everything,” but it would be a disservice to not recognize its effects on the CX profession. But there are some valuable take-aways in what we’ve learned about the experience management world during the pandemic. Host Steve Walker welcomes Jeanne Bliss, a c-suite coach and global thought leader for CX, the Founder and CEO of Customer Bliss, a co-founder of the CXPA, and host of the podcast The Human Duct Tape Show, to discuss CX trends as world emerges from the pandemic.
According to the U.S. Department of Education, more than 19 million people were enrolled in some level of college education for the fall semester of 2018. And just like any other business, it’s important for academic institutions to pay attention to their customer – or perhaps “student” – experience. But as you can imagine, CX in the higher education realm is a bit different. Host Steve Walker and guest Karla Fisher, chief industry advisor for education at Qualtrics, discuss the unique circumstances that CX pros work under at colleges and universities.
It’s that time of year when producer Chris Higgins takes a moment to look back on some of the excellent advice from past guests on The CX Leader Podcast. Having covered a variety of topics from mystery shopping, CX in government, and even how one of the “happiest places on earth” executes their customer experience, there's a vast number of "take home value" segments to choose from, but this episode focuses on four particularly insightful tips for CX leaders.
Between website feedback, social media posts, product reviews, and every other way customers can provide insights, a staggering amount of data is generated everyday. If you’re a customer experience professional trying to make sense of everything your customers are saying about your company, you need a tool to help quantify all that information. That’s where text analytics can help. Host Steve Walker welcomes Matt Braun and Job Willman, both associates at Walker, to provide helpful guidance on using text analytics to quantify your data.
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Deeper dives into various subjects for customer experience professionals.
