A resource for customer experience (CX) and experience management (XM) professionals.
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How CX is evolving into XM

How CX is evolving into XM

Released: June 2, 2020

The customer experience space has experienced a "renaissance" in recent years but now there's a new practice that seems to be taking the spotlight: experience management. Host Steve Walker welcomes guest Drew Hall, vice president of advisory services and certified customer experience professional, for a discussion on how experience management - or "XM" - is a more holistic way to view how the customer experience is affected by the experiences of ALL aspects of the organization.


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Recent Episodes

Calling for Alignment

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Released: May 19, 2020

There can be many cogs in the machine that is customer experience, and making certain they all align is important if that “machine” is to function correctly. Host Steve Walker and guest Ted Bernard, a managing principal at Invantage Group, discuss how making certain the many pieces of CX, like customer support, align with your overall customer experience strategy.

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Make It Personal

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Released: May 12, 2020

Utilities are a vital part of everyday living in modern times: it’s our power, heat, communication, and, of course, our source of water, which is the only utility consumable by humans. This presents a different level of complexity and challenges for a company preparing and treating water for customers. Host Steve Walker welcomes guest Georgetta Parisi, vice-president for customer operations at Aqua, an Essential utility company that provides water and wastewater services to more than 3 million people across 8 states. They discuss the importance of empathy when providing critical products and services to customers.

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Here to Help

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Released: May 5, 2020

Companies around the world are having to adjust their operations in response to COVID-19, and customer experience leaders are finding that you cannot continue in a “business as usual” mentality. CX programs need to adapt along with the overall business. While their toolbox might be fairly well-stocked, these unprecedented times are leaving some CX pro’s and executives frustrated on next steps, wondering how to continue to collect insights and feedback while not appearing insensitive to the current global situation. Host Steve Walker welcomes guest Brian Stucki, an executive vice president and general manager of Customer Experience Business at Qualtrics, a leading experience management platform, to discuss how companies need to step back from focusing on metrics and look to the "human side" during a crisis.

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CX leaders today are having to make critical decisions on whether they should bother customers for feedback or find other ways to gather insights. Luckily there are tools in our CX toolbox that can help CX pros collect feedback, and unstructured voice of the customer is one of those tools. Host Steve Walker welcomes Cary Cusumano, a certified customer experience professional and principal client partner in customer experience design for Verizon to discuss ways to reconstruct the customer journey without using surveys or other potentially intrusive practices.

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