A resource for customer experience (CX) and experience management (XM) professionals.
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Full Episode Listing

A complete list of episodes from The CX Leader Podcast.

The Self-Service Experience

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Episode #197

Released: December 21, 2021

A new report has found that more people are looking for self-service options to find help with their products and services but many companies' online support and documentation is not able to handle the task. This can create problems for companies offering support and frustration for customers who simple want to find simple solutions for simple problems online. Steve Walker welcomes Gal Oron, CEO of Zoomin, a software company that helps global enterprises turn their documentation into a mission-critical asset that supports every part of the customer journey, for a discussion on why companies should offer self-service options.

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The State of CX Management

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Episode #89

Released: October 22, 2019

The Qualtrics XM Institute released their report “The State of Customer Experience Management, 2019” which assesses how companies are doing with their CX efforts. Guest host Pat Gibbons welcome Isabelle Zdatny from the XM Institute to discuss their findings and some of the key takeaways from the report.

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The State of CX Management

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Episode #199

Released: January 11, 2022

Fresh into a new year is often a good time to look at how customer experience is progressing within companies. The XM Institute has recently published their report, "The State of CX Management" which examines the CX efforts and maturity of several companies. Host Steve Walker welcomes back Moira Dorsey from the XM Institute to discuss the findings from the report.

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The Story of Customers and Employees

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Episode #217

Released: May 17, 2022

As more companies realize the potential of a customer-centric culture, the discussion around how your employees’ experiences can affect your customers' experiences is becoming more prevalent. Employee experience – or “EX” – has often been siloed in human resources, but how can you connect the customers’ and employees’ experiences? What data do we collect? And how do we activate a CX plus EX culture to make the best use of what we discover? Guest host Pat Gibbons welcome Kevin Campbell, an employee experience scientist at Qualtrics, to discuss how to connect CX and EX data.

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The Story of the Customer

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Episode #76

Released: July 12, 2019

Customer experience professionals work with a ton of data, but often find that they don’t have time to read some of the most insightful sources of information: customer comments. Steve welcomes Joyce Gott, a marketing research manager at Anthem, Inc. for a discussion on the importance and value of bringing customer comments to life within your company.

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The Survey People

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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.

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The Tenant Experience

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Episode #202

Released: February 1, 2022

Businesses and organizations have had to endure drastic changes in the last two years, and the way business owners manage their office space is no exception. With more employees working from home, business leaders have had to rethink how they use their commercial space, and landlords and property managers are starting to think about their tenants’ experience while they work to adapt to the current environment. Host Steve Walker welcomes Nora Hughes and Lauren Mead from HqO to discuss the tenant experience.

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The Three Levels of Personalization

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Episode #241

Released: November 8, 2022

Designing ways to personalize the customer experience is essential. But there are different levels in which personalization can be executed: reactive, selected customer, and proactive. And customer experience programs that are not fully executing on personalized experience could be dropping the ball. In the second episode of our series "CX Now: Eight Essential Themes Driving CX Evolution," Steve Walker welcome Saari Gardner, vice president of advisory and managed services at Walker for a discussion on way companies can take their personalization efforts to the next level.

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The Undiscovered Insights

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Episode #140

Released: November 3, 2020

Today's technology allows CX pros can spin up a customer feedback survey and start collecting data in record time. But there’s another source of data that is often overlooked – that data is probably already stored in a database or social media account, but simply didn’t know it was there. Host Steve Walker welcomes Amy Brown, CEO and founder of Authenticx, for a discussion on how unsolicited, or unstructured feedback can provide a wealth of insights for companies and CX professionals.

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The United States of CX

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Episode #49

Released: December 18, 2018

Steve welcomes Stephanie Thum, chief advisor of federal customer experience at Qualtrics, to discuss how federal agencies are beginning to apply customer experience into government, how legislation is requiring the implementation of CX practices, the imbalance of X-data (experience) and O-data (operational) within agencies, and… Zootopia? 

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The Value of Customers, part 1

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Episode #105

Released: February 25, 2020

Your customers are why you're in business but are they loyal customers? How do you measure that customer's loyalty and why do companies so often undervalue their customers? Host Steve Walker welcomes guest Rob Markey, an author, speaker, podcaster, and partner at Bain and Company. They discuss Rob's work on helping develop the Net Promoter Score and how it helped simplify the close-the-loop process in customer feedback.

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The Value of Customers, part 2

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Episode #106

Released: March 3, 2020

In the second of a two-part series on the value of customers, host Steve Walker discusses with Rob Markey, a partner at Bain and Company and recently published author in the Harvard Business Review, how companies often overlook the compounding value of customers and instead get distracted by looking too much at the present and not planning for the future.

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The Year of Agility

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Episode #201

Released: January 25, 2022

This podcast has always maintained that customer experience is one of the best differentiators you can leverage in driving customer loyalty. And there’s yet another piece of research that is proving this assertion, with customers giving companies a clear warning about 2022: “we won’t tolerate bad experiences.” Host Steve Walker welcomes Bruce Temkin, head of the Qualtrics XM Institute, to discuss the results of their "2022 Global Consumer Trends" report.

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This Data or That Data?

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Episode #216

Released: May 10, 2022

In a world that generates thousands of terabytes of data every single day, it's important to be a little picky on what type of data to gather. Customer experience professionals rely on data to understand their customer’s needs. But what data do you collect? How does a CX leader determine what information is meaningful and what is simply noise? Host Steve Walker welcomes Azlan Raj, chief marketing officer of the EMEA at Merkle, for a discussion on how a CX pro determines what kind of data to gather.

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Trends in Patient Experience

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Episode #225

Released: July 19, 2022

Health is a deeply personal topic and these last few years have pushed healthcare institutions into making unprecedented changes in how they deliver that care. Naturally, this has had an impact on the patients’ experience. XM professionals in healthcare institutions must be mindful that patients are NOT customers, and design programs accordingly to improve the patient experience. Host Steve Walker welcomes Sarah Andrews, vice president for advisory services at Walker, and Sarah Gilstrap, a senior consultant for healthcare customer experience and an XM scientist at Qualtrics, for a discussion on trends in patient experience.

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Trends into 2021

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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.

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Turn Back Time: Employee Experience

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Episode #223

Released: July 5, 2022

We’ve had some great guests on the show recently and the importance of the employee experience has started to emerge as a notable topic. Many guests emphasize the need for companies to empower and trust their employees to make decisions that improve the customer experience. In this episode of our “Turn Back Time” take home value series, producer Chris Higgins highlights some of the take home value offered from our guest in regards to employee experience.

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