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.

When In Doubt, ask the Employees

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Episode #128

Released: August 4, 2020

Empowering more people throughout the organization to help with CX strategies can be effective – especially when working with front line employees that interact with your customers the most. Host Steve Walker welcomes Sue Brady, vice president of marketing and customer engagement at Hughes Network Systems, a global satellite broadband solutions and services company, and a provider of managed network services and applications, to discuss how they implemented a program to gather employee recommendations for improving the customer experience.

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Who you gonna call? (Your client, of course!)

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Episode #102

Released: February 4, 2020

Customer experience professionals have an abundance of technological choices when it comes to gathering customer feedback, providing vast amounts of data to use in guiding their CX efforts. But sometimes the “low tech” solution is the best option. Steve welcomes guest Jen Pardi Cusick, senior customer experience strategist at GoGo Business Aviation, to discuss how employees across their company participate in a client callback program to gain better insights into their customers’ needs.

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X4 Recap

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Episode #60

Released: March 14, 2019

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.

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XM on the Move

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Episode #122

Released: June 23, 2020

Moving is stressful, but relocating employees is sometime necessary. Now imagine you’re a company whose expertise is relocating employees for other companies: how does experience management work in that situation? Does your program focus on the company that hired you, or on the employee that is being relocated? Or do you focus on both? Host Steve Walker welcomes Kathryn Cassidy, President and COO of Altair Global, a full-service, global mobility services company, to discuss how they manage the experience from the perspective of both B2C and B2B relationships.

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You need to drive action!

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Episode #29

Released: July 24, 2018

CX experts are often on the front-lines of instituting changes to better the customer experience, but it’s not an easy task. Steve welcomes back Walker expert Noah Grayson to begin a three-episode series on change management and how to effectively drive action in your company.

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You’re Never Too Big For Change

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Episode #228

Released: August 9, 2022

Change is not easy. It’s human instinct to become comfortable with “what you know.” But sometimes a change is necessary – when CX professionals notice a problem, or recognize a way to make the customer’s experience better, their instinct is to find solutions to improve how they interact with customers. And a large global technology company needs a CX leader who can bring people together into a common purpose and inspire them to do what’s best for their customers. Host Steve Walker welcomes Bob McDonald, vice president of global CRM experience for IBM, for a discussion on how Bob made the business case to transform their customer experience.

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Your Best Behavior

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Episode #165

Released: May 11, 2021

There’s a ton of science behind something as simple as a customer making a decision to purchase a product or service. Behavioral economics is a field that seeks to help us understand the biases and errors in a person’s decision-making process. Understanding this field can also provide CX pros with better insight into customer behavior, thereby finding ways to improve the customer experience. Host Steve Walker welcomes guest Richard Jordan, CEO of Raggit, a customer-service review app, and one of the contributing authors of a new book, “Customer Experience 3”, to discuss how CX professionals can look to behavioral economics to help improve customer experience.

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