Producer Chris Higgins takes listeners on another trip in the "way-back" machine to listen to some of our favorite "take-home value" moments in our Luminary series.
A resource for customer experience (CX) and experience management (XM) professionals. 
Full Episode Listing
A complete list of episodes from The CX Leader Podcast.
An organization's culture is critical to making customer experience work. Steve welcomes Ann Schrader and Denise Hinkeldey from Farm Credit Services to discuss their CX program and how the culture helps motivate employees to keep the customer experience a priority within their company.
In a conversation on customer experience in the healthcare industry, Steve welcomes Robert Tangeman, director of customer experience at Exactech, a healthcare manufacturing company. They discuss the complexity of navigating CX in the healthcare space and how Robert was able to develop a program from scratch.
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.
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.
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.
Johnson Controls is a huge company, with over 100 brands in over 150 countries, and managing a global customer experience program is no small undertaking. Guest host Pat Gibbons interviews Johnson Control's Matt Inman on how the manufacturing industry maintains a CX program.
In the inaugural episode of a new series focusing on industries, guest host Pat Gibbons welcome James Bampos from NetApp to discuss customer experience in the tech space.
Steve along with Walker's own Sonya McAllister, Brad Harmon, and Jamieson Prala discuss what they experienced at the Qualtrics X4 Summit in Salt Lake City.
A discussion on the importance of executive support and for your CX program and how the organization’s culture can make or break your CX efforts. Steve welcomes customer experience leaders Brian Daniell and Chris Lawton from Deltek to discuss how they developed and continue to maintain a successful customer experience program.
Producer Chris Higgins takes us on a journey to previous episodes to explore some of the more creative moments in the CX Leader Podcast.
Producer Chris Higgins hosts an episode listening to a few memorable moments from the past year of the CX Leader Podcast with Steve Walker.
Steve welcomes back Bob Thompson, CEO of CustomerThink Corporation and is also the Founder and Editor-in-Chief of CustomerThink.com, to discuss the perception of B2B CX trailing in progress from B2C and how B2B leaders see customer experience as an effective way to differentiate themselves within the market.
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.
In a nod to the Presidential State of the Union address, Steve welcomes back guest Dr. Troy Powell for a discussion on the current state of the customer experience space and trends in the industry.
Steve welcomes to the podcast Kerry Bodine, founder of Kerry Bodine and Company, to discuss the important of user- and human-centered design in customer experience and Kerry’s thoughts on trends and how UX is impacting CX today.
Pat Gibbons guest hosts this episode with guest Jeanne Bliss, founder and president of CustomerBliss, consultant, and thought leader on customer experience. Jeanne and Pat discussion her books, how she began her career in CX, and how customer experience leaders needs to remember the human side to how they approach CX within their companies.
Pat Gibbons guest hosts this week’s episode on where the term “CX” originated. An interview with Bruce Temkin, head of the XM Institute, on how the Customer Experience Professionals Associate was formed and how customer experience has evolved.
Steve kicks off the new year with a discussion on how some companies still need to master the fundamentals of customer experience with CX luminary Annette Franz, founder and CEO of CX Journey, Inc.
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?