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

Full Episode Listing

A complete list of episodes from The CX Leader Podcast.

The Magical Experience

More details

Episode #164

Released: May 4, 2021

Many people have experienced a visit to a theme park, but the theme park experiences provided by The Walt Disney Company are arguably some of the best. However, it’s not easy creating the “magical” world that guests have come to enjoy. Ensuring the employees – or “cast members” – provide that magical experience is crucial, which means it’s essential the employee’s experience is high priority. Guest host Pat Gibbons welcomes Francesca Tempestini, a former cast member at Disneyland Paris and one of the contributing authors of the new book “Customer Experiences 3," to discuss how companies can take some cues from "the happiest place on earth."

Listen to this episode

Adapt and Adopt

More details

Episode #163

Released: April 27, 2021

It’s been over a year since a global pandemic has forced companies and organizations across the globe to rethink how they do work. While not an option for many companies, some began moving their operations to a work from home model, and it’s a trend that most CEO’s think will not go away. So how will this new work trend affect the employee and customer experience? Host Steve Walker welcomes Shanika Ofori, director of key accounts at 5CA, a company specializing in work-from-home global CX, for a discussion on how the work-from-home environment affects employee and customer experience.

Listen to this episode

CX for the People

More details

Episode #162

Released: April 20, 2021

In the United States, people typically don't think of themselves as “customers” to the government. However, governing bodies from the local, state, and federal levels have been embracing customer experience as a way to connect to the community, and commercial businesses can learn from their efforts. Host Steve Walker welcomes Qualtrics experts Chelsie Bright, global head of government, and Sydney Heimbrock, chief industry advisor for government, for a discussion on understanding how CX works in government at all levels.

Listen to this episode

Meeting Expectations

More details

Episode #161

Released: April 13, 2021

It’s important for those leading a company’s CX efforts to make certain the customer experience delivered by your front-line employees matches the customer’s expectations. And that means your employees need to understand your brand and the expectations it promises. Host Steve Walker welcomes Chris Wallace, co-founder and president of the InnerView Group, for a discussion on how to ensure your front-line employees deliver the experience promised by your brand.

Listen to this episode

Round and Round We Go

More details

Episode #160

Released: April 6, 2021

CX professionals understand the difficulties in expanding existing programs: organizational silos, by-in from leadership, sunsetting older programs… It’s a stressful task. However, a recent study by the Qualtrics XM Institute discovered that programs successful at expanding throughout their company have a common “cycle” to how they operate. Host Steve Walker welcomes Ben Granger, the principal XM catalyst at the Qualtrics XM Institute to discuss the “XM Diffusion Cycle,” a “set of techniques that allow organizations to strategically expand [experience management].”

Listen to this episode

Listen, then make it better

More details

Episode #159

Released: March 30, 2021

An area critical for many companies is their product and customer feedback can play a critical role in how designers and engineers develop and improve a product, so it’s important to gather the right data. Host Steve Walker welcomes guest Myles Grote from Upper Hand, a provider of full-suite sports and fitness management software, to discuss how customer feedback informs product decisions.

Listen to this episode

Conversational Data

More details

Episode #158

Released: March 23, 2021

Companies often get stuck between the data gathering and discovering meaningful insights into how they can better their customer’s experience. Especially when you’re talking about qualitative data – conversational, open-ended data that can be difficult to quantify. But there are tools that will allow a CX pros to utilize the vast amounts of "conversational data" that companies collect. Host Steve Walker welcomes Matt Dixon, chief product and research officer, and Ted McKenna, SVP for product at Tethr for a discussion on how customer experience leaders can take advantage of the vast amounts of qualitative data typically collected by companies.

Listen to this episode

The Laws of Experience Management

More details

Episode #157

Released: March 16, 2021

There are certain truths within the practice of customer experience that CX pros often observe. But when something becomes a “law”, like the laws of nature, that has a much more fundamental connotation. Host Steve Walker welcomes Isabelle Zdatny, an XM Catalyst and certified customer experience professional at the Qualtrics XM Institute, to discuss “The Six Laws of Experience Management” which helps companies understand the realities of human behavior within the context of XM.

Listen to this episode

The ROI of Customer Experience: Part 2

More details

Episode #156

Released: March 9, 2021

Customer experience pros are often tasked with proving the ROI of CX within an organization. Utilizing experience data – or “X-data” – combined with operational data – or “O-data” – can be an effective tool in proving ROI of your CX efforts. In part 2 of exploring the ROI of CX, host Steve Walker welcomes Troy Powell and Brad Harmon from Walker to discuss practical ways to use X- and O-data to prove the return on your customer experience efforts.

Listen to this episode

The ROI of Customer Experience: Part 1

More details

Episode #155

Released: March 2, 2021

Customer experience pros are often tasked with proving the ROI of CX within an organization. Utilizing experience data - or "X-data" - combined with operational data - or "O-data" - can be an effective tool in proving ROI of your CX efforts. Host Steve Walker welcomes guests Troy Powell and Brad Harmon from Walker to discuss the findings in Walker's new report "Deliver More Value with X- and O-data" and how CX pros can make the case for customer experience.

Listen to this episode

CX in Healthcare

More details

Episode #154

Released: February 23, 2021

Arguably, healthcare is a unique industry in which lives literally are on the line. So how do healthcare companies and providers plan and execute customer – or in this case, “patient” – experience? Host Steve Walker welcomes guest Patty Riskind, head of global healthcare at Qualtrics, an experience management company, to discuss the importance of gathering feedback to help both the patients and the front-line of the healthcare workforce.

Listen to this episode

Proving the Value of Customer Experience

More details

Episode #153

Released: February 16, 2021

How do you gain the support for customer experience from stakeholders? By proving the value of customer experience. Host Steve Walker welcomes Bob Thompson, CEO of Customer Think, , a global online community of business leaders. They discuss the findings in their recent report on “Best Practices to Prove the Business Value of Customer Experience” which highlights how CX professionals can, “show that improving experience will deliver value to the customer and the business.”

Listen to this episode

Insightful Video

More details

Episode #152

Released: February 9, 2021

It’s no secret that within the social media and marketing worlds, video is a highly engaging medium. If it works to push your company’s message out to the world, why wouldn’t it work in reverse – as a way to collect feedback from your customers? Host Steve Walker welcomes Jenn Vogel, VP for marketing at Voxpopme, a company specializing in uncovering human insights with video survey software, to discuss using video to gather customer insights.

Listen to this episode

The Personalized Experience

More details

Episode #151

Released: February 2, 2021

The CX pro has many tools at their disposal but few are as powerful than the ability to adapt to a customer’s needs quickly and deliver a positive experience. The need for personalization cannot be understated, but how do you develop the relationships required to help deliver a personalized experience that differentiates your company from the rest? Host Steve Walker welcomes Shane Murphy Reuter from Intercom to discuss the importance of personalizing the customer experience.

Listen to this episode

From “Me” to “We”

More details

Episode #150

Released: January 26, 2021

For almost a year now many companies have had to work remotely - changing the way in which their employees interact and some companies had an easier time absorbing that change than others. Knowing that the employee’s experience can have a direct effect on the customer experience, it’s important to explore all aspects of how CX can be improved. Host Steve Walker welcomes Shelly Langona, president of RJE Business Interiors, and Sam Julka, the president and founder of DORIS research, to discuss their recent study on workforce collaboration and productivity and how it can be affected by the workplace environment.

Listen to this episode

One Big Channel

More details

Episode #149

Released: January 19, 2021

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.

Listen to this episode

Checking In with the CXPA

More details

Episode #148

Released: January 12, 2021

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.

Listen to this episode

Easy Does It

More details

Episode #147

Released: January 5, 2021

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.

Listen to this episode

Trends into 2021

More details

Episode #146

Released: December 15, 2020

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.

Listen to this episode

The Survey People

More details

Episode #145

Released: December 8, 2020

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.

Listen to this episode