A complete list of episodes from The CX Leader Podcast.
Steve discusses the importance of personalization from the recently released Walker research, "Customers 2020: A Progress Report" with guest Brad Harmon, a certified customer experience professional and vice-president of consulting services for Walker.
Steve and guest Melissa Meier, a certified customer experience professional and vice president at Walker Information, continue the discussion of the recently published report "Customers 2020: A Progress Report" by describing about how companies can make it easy for their customers to do business.
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.
This episode begins a 10-part series where host Steve Walker invites guests to highlight the ten traits of an effective CX leader. Lauri Jones, a certified customer experience professional and vice president of Walker Information, discusses the trait of being passionate.
In the second of this 10-episode series, Steve welcomes back guest Melissa Meier, a certified customer experience professional and vice president of Walker Information, to discuss the importance of being knowledgeable in your field as a CX leader.
In the third of the series "10 Traits of Effective CX Leaders," Steve welcomes guest Kristina Kittle, a consultant at Walker Information, to help explain the importance of communication skills as a trait for effective CX leaders.
Host Steve Walker invites guest Jennifer Batley, a senior vice president at Walker Information, to discuss collaboration as a part of our on-going series on the 10 traits of effective CX leaders.
Steve welcomes guest Sonya McAllister to discuss how CX leaders need to be influential - persuading other people and teams to engage and join in efforts to create a customer experience that provides a competitive advantage.
Steve welcomes back Dr. Troy Powell, vice president at Walker, to discuss how it's not necessary for CX leaders to know analytics, but it's critical for them to think analytically.
CX professional Krista Roseberry joins Steve to discuss what she learned from binge-watching the Olympics: leaders need to be focused.
Disrupting the status quo can sometimes lead to innovative solutions when it comes to CX, and Steve discusses this trait with Walker senior vice president and customer experience professional Sean Clayton.
As CX professionals, we are looking to make a difference, engage our organizations and drive meaningful change on behalf of the customer. The problem is being that catalyst for change in organizations can be difficult. Steve welcomes guest Allison Grayson, a certified CX professional and vice president at Walker, to discuss strategies to help drive meaningful change in your CX program.
An effective CX leader will utilize the thought process needed to understand the key components of a situation and comprehend the consequences of actions. Steve welcomes Noah Grayson, a CX professional and senior vice president at Walker, to discuss the trait of being a business savvy CX leader.
Steve welcomes back Walker senior vice president Jennifer Batley to review the 10 traits of effective CX leaders and talk about how customer experience professionals rated themselves at the Qualtrics X4 Summit. Jennifer also introduces an eleventh “bonus” trait.
Steve welcomes Pat Gibbons, a customer experience professional and senior vice president at Walker, and discusses how storytelling can be a powerful addition to the customer experience professional's toolbox.
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.
Bill Caskey, creator of the 2X Group and co-host of the Advanced Selling podcast, joins Steve for a conversation on how CX leaders can improve their effectiveness in sales.
In the second part of this podcast series, Steve continues his conversation with Bill Caskey on how CX leaders can improve their effectiveness in sales. Bill is the creator of the 2X Group and co-host of the Advanced Selling podcast.
CX professionals from across the globe met in New Orleans to exchange ideas and learn more about what's happening in the realm of customer experience. Steve welcomes Pat Gibbons back to the podcast to share what Walker associates learned was on the minds of CX pros.
Steve Walker and Pat Gibbons discuss the importance of customer experience certification through the Customer Experience Professionals Association and how CXPA will play a role in the future of CX.