A resource for customer experience (CX) and experience management (XM) professionals.
Subscribe on Apple Podcasts Listen on Spotify Subscribe on Google Play Listen on Stitcher Listen on Stitcher Listen on YouTube

Full Episode Listing

A complete list of episodes from The CX Leader Podcast.

Discovering the “Why”

More details

Episode #134

Released: September 22, 2020

Educational institutions are beholden to a different type of customer: students. Discovering how students experience the education and services they receive from one of the largest community colleges in the nation requires a substantial experience program. Host Steve Walker welcomes guests Matt Ashcraft and Meredith Warner from Maricopa Community Colleges to discuss experience management within an educational institution and the differences between higher education and for-profit organizations.

Listen to this episode

Cheers!

More details

Episode #133

Released: September 15, 2020

Have you ever been at a business meeting with a client or colleagues and wondered, “should I order wine? What wine do I get? How many should I drink?” Mixing business with alcohol can be tricky and sometimes an awkward subject. Host Steve Walker welcomes guest Jim Schleckser, author of the new book Professional Drinking: A Spirited Guide to Wine, Cocktails, and Business Entertaining," for helpful advice on how to keep it fun AND professional.

Listen to this episode

What’s Trending Today?

More details

Episode #132

Released: September 8, 2020

These past few years have seen some amazing changes in the customer experience space. And these past few months responding to the COVID pandemic has tested and proven the importance of CX. As our understanding of customers’ needs becomes more refined, experience management professionals are finding ways to innovate, setting trends that help further define how we approach customer experience. Host Steve Walker welcomes guest Dutta Satadip, global head of customer success and operations at Pinterest, to discuss some of today's more prominent trends in customer experience.

Listen to this episode

Next-Level CX

More details

Episode #131

Released: September 1, 2020

In their latest report, "Next-Level CX for B2B Companies," Walker teamed up with the Qualtrics XM Institute to assess the current state of B2B CX. Host Steve Walker welcomes back guest Dr. Troy Powell to discuss the report, highlighting findings of low CX maturity in B2B companies, and how CX leaders can align CX programs and design truly exceptional customer experiences.

Listen to this episode

Are you ready for a party?

More details

Episode #130

Released: August 24, 2020

Each year on the first Tuesday in October, the Customer Experience Professionals Associate - or CXPA - encourages professionals and companies to take some time to recognize the importance of this practice and celebrate the ways they strengthen the customer experience within their own company. Host Steve Walker welcomes guests Gabe Smith and Derik Iverson of CXPA to discuss how companies can celebrate their accomplishments and customers on "CX Day."

Listen to this episode

Putting the Customer back into CRM

More details

Episode #129

Released: August 18, 2020

Many businesses today use a customer relationship management platform, or “CRM” to help organize how they interact with their customers and prospects. But how customer-centric are these platforms, and do they truly help put the customer at the heart of your business? Host Steve Walker welcomes guest Jake Sorofman, president of MetaCX, to discuss how his company plans to put the “customer” back into “CRM.”

Listen to this episode

When In Doubt, ask the Employees

More details

Episode #128

Released: August 4, 2020

Empowering more people throughout the organization to help with CX strategies can be effective – especially when working with front line employees that interact with your customers the most. Host Steve Walker welcomes Sue Brady, vice president of marketing and customer engagement at Hughes Network Systems, a global satellite broadband solutions and services company, and a provider of managed network services and applications, to discuss how they implemented a program to gather employee recommendations for improving the customer experience.

Listen to this episode

Dashboards everywhere!

More details

Episode #127

Released: July 28, 2020

The concept of dashboards is probably nothing new to customer experience pros. We use them to help communicate data like NPS and Loyalty. But is your dashboard up to snuff? Is it showing you the data you really need and is it organized in a way that your employees or colleagues can glean from it the right information? Host Steve Walker welcomes data reporting expert Katie Hatch from Walker to discuss some key best practices in making certain your dashboards communicate the data you need.

Listen to this episode

Long Live the Good Ole Telephone

More details

Episode #126

Released: July 21, 2020

Chatbot, A.I., customer service through social media... there are a vast number of ways in which customers can interact with companies, but is one method better than the other? In July of 2019, Genesys, a global customer experience and contact center technology company based in Daly City, California, commissioned several surveys in various countries to gather data on consumer opinions pertaining to automated customer experiences. Host Steve Walker welcomes Janelle Dieken, Senior Vice President for Product Marketing at Genesys, to discuss the results of the study and what CX professionals should glean from the results.

Listen to this episode

The Global State of XM

More details

Episode #125

Released: July 14, 2020

Experience management, or “XM”, is more than just a “buzzword.” It’s a holistic approach to experience across the organization that includes customers, employees, products, and brand. The Qualtrics XM Institute recently published a report on how XM is being adopted worldwide. Host Steve Walker welcomes Moira Dorsey, principle XM Catalyst at the Qualtrics XM Institute to discuss the findings of the report.

Listen to this episode

The Human Experience

More details

Episode #124

Released: July 7, 2020

Customer experience is quickly gaining world-wide adoption. Companies around the globe are realizing the importance of providing the best experience possible for their customers. Understanding and empathizing with customers is a critical component to CX, and that includes understanding cultural differences and expectations. Host Steve Walker welcomes guest Ian Golding, an influential consultant in CX with worldwide experience in several different industries to discuss CX across the globe.

Listen to this episode

It’s About People

More details

Episode #123

Released: June 30, 2020

As the CX industry continues to evolve, we learn more about the importance of a holistic experience across several aspects of the company – the new “experience management”, or “XM”, model. An important piece of XM is the relationship of how the employee experience drives the customer experience. Host Steve Walker welcomes guest Shane Green, a keynote speaker, consultant, television personality, and author of “Culture Hacker: Reprogramming Your Employee Experience to Improve Customer Service, Retention, and Performance” for a discussion on how the employee experience affect the customer experience.

Listen to this episode

XM on the Move

More details

Episode #122

Released: June 23, 2020

Moving is stressful, but relocating employees is sometime necessary. Now imagine you’re a company whose expertise is relocating employees for other companies: how does experience management work in that situation? Does your program focus on the company that hired you, or on the employee that is being relocated? Or do you focus on both? Host Steve Walker welcomes Kathryn Cassidy, President and COO of Altair Global, a full-service, global mobility services company, to discuss how they manage the experience from the perspective of both B2C and B2B relationships.

Listen to this episode

That’s a big CX program… and EX too!

More details

Episode #121

Released: June 16, 2020

Larger companies can sometime pose unique challenges to customer experience programs. CX leaders often have to navigate complicated business structures and, of course, the ever-so-frustrating “silos” that can exist in organizations. And if a company grows through acquisitions, it can be a challenge to integrate the existing customer experience programs. But it’s not impossible to innovate – regardless of the company’s size or age. Host Steve Walker welcomes guest Jen Zamora, Senior Global Director of Customer Experience & Employee Experience at Dow, the multinational materials science company, to discuss how a company the size of Dow manages CX and EX of their size and through corporate change.

Listen to this episode

Navigating the Crisis

More details

Episode #120

Released: June 9, 2020

Host Steve Walker welcomes back guest Dereck Mobley, associate vice president at Walker, to share some stores of companies that were proactive and innovative in their approach to customer experience as a response to the pandemic.

Listen to this episode

How CX is evolving into XM

More details

Episode #119

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.

Listen to this episode

Calling for Alignment

More details

Episode #117

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.

Listen to this episode

Make It Personal

More details

Episode #116

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.

Listen to this episode

Here to Help

More details

Episode #115

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.

Listen to this episode