A complete list of episodes from The CX Leader Podcast.
How's your customer listening "house"? Do you have that one survey that always gets added to and has now become this monstrosity of your CX listening strategy? Steve welcomes Dr. Troy Powell to the podcast to discuss the dangers of not effectively planning your listening architecture and how you can avoid relying on the "Frankensurvey" to gather valuable customer insights.
The Qualtrics XM Institute recently released 2021 Global Consumer Trends, a report focusing on how consumer behavior will continue to change in a post-pandemic world. The report takes a look at consumer behavior and attitudes across 18 countries and covers many topics including loyalty, NPS, and post-COVID online behaviors. Host Steve Walker welcomes Moira Dorsey, a principal XM catalyst at the Qualtrics XM Institute for a discussion on the insights found in the report.
The Qualtrics XM Institute recently released 2021 Global Consumer Trends, a report focusing on how consumer behavior will continue to change in a post-pandemic world. The report takes a look at consumer behavior and attitudes across 18 countries and covers many topics including loyalty, NPS, and post-COVID online behaviors. Host Steve Walker and Moira Dorsey of the Qualtrics XM Institute continue their discussion on the report's findings and the valuable insights it provides for CX professionals.
In a continuing series featuring the luminaries of customer experience, Steve welcomes Bob Azman to the podcast and discusses how he started his CX career, his time leading the CXPA, and his experience in CX on a global scale.
B2B companies are beginning to move into more subscription-based services, another influence from the B2C space. Steve welcome Musa Hanhan, senior director of customer experience at Genesys, to discuss how subscription-based models impact the customer experience for B2B companies.
In the third episode of the Change Management series, Steve welcomes back consultant Jack Walker and first-time guest Britt Kennedy, a director of customer intelligence from Sysco, to describe how the SPRINT process was applied to create a new solution within their CX program.
Customer experience for a global software giant is no small task. Steve's guest Tabitha Dunn, global vice president of customer insights, experience and transformation at software company SAP, describes how she started her career in CX and how she manages customer experience efforts for a global enterprise.
Steve welcomes Kitty Radcliff, vice president at Walker Information, to discuss some of the more notable differences between various industries including health, financial services, and technology.
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.
As 2019 comes to an end, Steve welcomes Walker colleagues Sonya McAllister, Brad Harmon, and Troy Powell back to the podcast for a discussion on what they felt was significant for CX in 2019 and predictions on trends in customer experience into 2020.
Episode #16
Released:
Steve welcomes guest Angie Hicks, co-founder of Angie's List and chief customer officer for ANGI Home Services. Angie discusses Angie's List's beginning and how they became a disruptor to an entire business sector, bringing customer experience to the forefront of the home services industry.
It's no secret that most companies have different groups of customers with differing needs. And we, as CX leaders, naturally need to able to adapt our programs to account for those differences. Depending on your company, differences between your customer segments might be small. But for businesses where each segment’s needs are vastly different, more complex experience strategies might be necessary. So how does a CX pro design and execute for different customer segments? Host Steve Walker welcomes Leigh Redington, general manager at the Potawatomi Carter Casino and Hotel in Wabeno, Wisconsin, for a discussion on designing experiences for various customer segments.
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."
Steve and guest Troy Powell, Ph.D. and vice president of statistical solutions at Walker Information, discuss the importance of speed in your customer experience efforts.
Customer experience professionals sometimes hit that wall of having to handle a high volume of tasks and customer interactions but there isn’t the peoplepower or resources to keep up. Strategically add a little automation to your processes and you could have a powerful CX tool that allows the customer to personalize their experience and relieve strained resources. Guest host Pat Gibbons welcome Ejieme Eromosele, Vice President of Customer Success at Snaps, to discuss the advantages of using automation and A.I. in your customer experience.
Steve welcomes back Walker expert and vice president of advisory services Brad Harmon to discuss the differences in approach to customer experience between B2B and B2C businesses.
Countless guests on this podcast have described how their careers were steered into the space of customer experience. It has been a common theme that they never went to college exclusively to study CX because there were no such degree programs. Recently there has been a greater effort to remedy that problem, proving once again that it’s never been a better time to be a customer experience pro. Guest host Troy Powell welcomes Dr. Tom DeWitt, faculty at Michigan State University and director of CXM@MSU who is also spearheading the creation of a degree program in CX management.
CX professionals tend to get excited about some of the new concepts, practices, and technologies that are available to help companies provide the best possible experience for their customers. But it’s easy to get “swept away” by the excitement of how CX is growing and sometimes forget some of the basics of the profession. Host Steve Walker welcome Luke Williams, a distinguished principle XM catalyst at the Qualtrics XM Institute, for a discussion on the basics and how the growing field of experience management - or "XM" - fits into the mix.
Live events can also be great way to gather insights into your customers while providing an exceptional experience. More companies are designing events to provide almost over-the-top experiences to help engage with their customers. So how do you design a great event AND gather the insights you need to improve your customer experience? Host Steve Walker welcomes Jonathan Yaffe from AnyRoad to discuss how some companies have become an experiential brand.
It's not easy moving toward a customer-centric mindset, and Steve's guest is concerned that companies too often forget the customer heterogeneity - the differences between their customers. Peter Fader, professor of marketing at The Wharton School of the University of Pennsylvania and co-author of “The Customer Centricity Playbook,” discusses common mistakes and misperception in becoming “customer centric.”