A resource for customer experience (CX) and experience management (XM) professionals.
Subscribe on Apple Podcasts Listen on Spotify Listen on Stitcher Listen on Stitcher Listen on YouTube

Full Episode Listing

A complete list of episodes from The CX Leader Podcast.

Just like any other business process, customer experience programs need occasional review and scrutiny to ensure it delivers the best possible experience. This is true even if your program seems to be running smoothly. Guest host Pat Gibbons welcomes Luis Angel-Lalanne from American Express to discuss the process in which they transformed how customer sentiment was gathered to help improve their CX.

Listen to this episode

Don’t just use your gut

More details

Episode #73

Released: June 21, 2019

For a discussion on how to move a not-for-profit organization from making decisions based on gut instinct to utilizing customer feedback, Steve welcomes Andrea Krohnberg, senior director of customer experience at the YMCA Twin Cities in Minneapolis. They discuss how she led the effort to make customer insights and data a key decision-making driver in the organization and how it improved their CX efforts.

Listen to this episode

Creating a meaningful journey map can be a lengthy and expensive process and it's tempting to cut corners. Steve's guest Jim Tincher, founder and mapper-in-chief of Heart of the Customer and co-author of "How Hard is it to Be Your Customer", explains why hastily created journey maps can give you a false picture of your customers.

Listen to this episode

Don’t Ruin Their Day

More details

Episode #186

Released: October 5, 2021

“Do NOT ruin your customer’s day” sounds like something that belongs at the top of any list of rules for CX professionals. We’ve all had those moments where an employee with a bad attitude ruined your mood, or you’re left waiting on hold for over an hour and steamed about the experience for the rest of the day. But there are ways where you can help prevent “ruined days” for your customers. Host Steve Walker welcomes guest Jeannie Walters, a CX consultant, speaker, podcaster, and CEO and Chief Customer Experience Investigator for Experience Investigators, for a discussion on why it's important to not ruin your customer's day.

Listen to this episode

Don’t Lose the Humanity

More details

Episode #175

Released: July 20, 2021

Many are exhausted over the pandemic and discussing how it “changed everything,” but it would be a disservice to not recognize its effects on the CX profession. But there are some valuable take-aways in what we’ve learned about the experience management world during the pandemic. Host Steve Walker welcomes Jeanne Bliss, a c-suite coach and global thought leader for CX, the Founder and CEO of Customer Bliss, a co-founder of the CXPA, and host of the podcast The Human Duct Tape Show, to discuss CX trends as world emerges from the pandemic.

Listen to this episode

Don’t let your brand make false promises

More details

Episode #28

Released: July 17, 2018

Does your brand make a promise to your customers? Then you need to make certain your CX program can deliver on that promise! Steve welcomes back Jennifer Batley, a vice president and certified customer experience professional at Walker, for a discussion on how to make certain your brand aligns with your customer experience.

Listen to this episode

Don’t Forget Your Invoice

More details

Episode #308

Released: March 19, 2024

There are many companies today that have embraced customer experience as a key strategic practice, working hard to put the customer first. But there’s often a part of the customer’s journey that is overlooked: when it’s time to pay the bill. Even in a recent episode, our host Pat Gibbons gave an example of a company dismissing customer feedback that identified invoicing as a pain point. So why do companies often adopt this mentality? Host Pat Gibbons welcomes Philip Rürup, founder and CEO of troy, a customer experience focused collections company based in Germany, for a discussion on why CX professionals often overlook the payment process, and why it's worth their attention.

Listen to this episode

Don’t drive past your customers!

More details

Episode #26

Released: July 3, 2018

Companies are always looking to save time and money by taking shortcuts, but don't be tempted to detour around your customers' feedback or you might find your journey map is not accurate to your customer experience. Steve discusses how to avoid this detour with Krista Roseberry, a vice president at Walker, and Tracy DeCarlo, director of performance management, client and member services at ELAP Services.

Listen to this episode

Do Your Homework

More details

Episode #87

Released: October 8, 2019

Companies often hire implementation specialists to help get their customer listening technology up and running, but don’t do the necessary preparation required to make the process happen smoothly. Guest host Pat Gibbons welcome Walker technology consultants Liz Wallshield and Charlie Rumsey to talk about some of the step companies should take to make the implementation process happen smoothly and on schedule.

Listen to this episode

Do Me a Favor

More details

Episode #8

Released: February 27, 2018

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.

Listen to this episode

Discovering the “Why”

More details

Episode #134

Released: September 22, 2020

Educational institutions are beholden to a different type of customer: students. Discovering how students experience the education and services they receive from one of the largest community colleges in the nation requires a substantial experience program. Host Steve Walker welcomes guests Matt Ashcraft and Meredith Warner from Maricopa Community Colleges to discuss experience management within an educational institution and the differences between higher education and for-profit organizations.

Listen to this episode

Designing for People

More details

Episode #141

Released: November 10, 2020

Customer experience is about people: your customers or clients, your employees and colleagues, your business partners – people make the experience. So, it goes without saying that designing any experience should include the perspective of those involved, and human-centered design can help inform that process. Host Steve Walker welcomes Seth Fritz, the manager of the Design Futures team at the Delta Faucets Company, for a discussion on human-centered design.

Listen to this episode

Designing for Beautiful

More details

Episode #207

Released: March 8, 2022

Just as a car requires regular maintenance, customer experience programs need regular evaluation, leading to small "tune ups" - or complete overhauls - so they deliver the best possible results for your company. For a company that produces live events, the pandemic presented lots of challenges that required their CX program to adapt. Host Steve Walker welcomes Christine Beishline from Freeman to discuss how they “design for beautiful,” always keeping the end results in mind when evaluating the effectiveness of the customer experience and making changes to deliver the best possible results for the company.

Listen to this episode

Design Thinking for CX

More details

Episode #179

Released: August 17, 2021

A key element to building any customer experience program is understanding your customers and creating empathy. And there are tools to help with that: surveys, interviews, journey mapping sessions. But what about the process beyond all the discovery that happens? What do you DO with all that “understanding?” Host Steve Walker welcomes Emily Stump of Indiana University Health for a look at how design thinking can be a valuable tool for CX professionals.

Listen to this episode

Data and Design Make Great Experiences

More details

Episode #292

Released: November 7, 2023

There's an adage that implies designers and data scientists sometimes don't always see eye to eye. Designers look for esthetics and the functionality while developers and researchers lean towards the data. Why is that? We can all get along and there's no reason why we can't work together! You can use data to create usable and esthetic designs that support excellent customer experiences. Host Pat Gibbons welcomes Caroline Quinlan, digital CX manager for Electric Ireland, for a discussion on how data combined with design thinking can create amazing customer experiences.

Listen to this episode

Dashboards everywhere!

More details

Episode #127

Released: July 28, 2020

The concept of dashboards is probably nothing new to customer experience pros. We use them to help communicate data like NPS and Loyalty. But is your dashboard up to snuff? Is it showing you the data you really need and is it organized in a way that your employees or colleagues can glean from it the right information? Host Steve Walker welcomes data reporting expert Katie Hatch from Walker to discuss some key best practices in making certain your dashboards communicate the data you need.

Listen to this episode

CX Through Partner Channels

More details

Episode #211

Released: April 5, 2022

Many companies rely on partners to deliver the best results for their customers – we here at Walker enjoy the benefits of being a member of the Qualtrics Partner Network. But any CX pro will know that it may not be particularly easy to manage the experience when it’s in another organization’s hands, and it’s natural to want to ensure that any experience your customers have with you or your partner reflects your brand promise. So how do you manage the experience beyond your own walls? Host Steve Walker welcomes Andrew Carothers, senior manager of digital experience at Cisco, for a discussion on delivering exceptional experience to and through your partner channels.

Listen to this episode

CX in Healthcare

More details

Episode #154

Released: February 23, 2021

Arguably, healthcare is a unique industry in which lives literally are on the line. So how do healthcare companies and providers plan and execute customer – or in this case, “patient” – experience? Host Steve Walker welcomes guest Patty Riskind, head of global healthcare at Qualtrics, an experience management company, to discuss the importance of gathering feedback to help both the patients and the front-line of the healthcare workforce.

Listen to this episode

CX Horror Stories VI

More details

Episode #291

Released: October 31, 2023

We must warn you: the podcast episode you're about to listen to is filled with frightful tales of deliveries gone wrong, misdirected concert tickets, terrible website engineering, and rental cars that won't start. This can only mean one thing: it's another blood-curdling episode of CX Horror Stories! Hosted by Sara Walker and Gary Szeszycki, guests include Diane Skirvin (Walker), Bill Daughtery (Gibson Teldata), Tyler Morris (Walker), and Kerri Meyer (Qualtrics).

Listen to this episode

CX Horror Stories V: The CX Apocalypse

More details

Episode #240

Released: October 31, 2022

What would the world look like if customer experience simply... disappeared? How would anyone receive support? How would companies know what products work? How would you be able to hire someone to fix your dishwasher? In this special episode of The CX Leader Podcast, producer Chris Higgins assembles a panel of experts from Walker to perform a terrifying thought experiment worthy of an episode of The Twilight Zone: imagine a world without customer experience. Panelists include Walker experts Brett DeWitt, TJ O'Neil, Liz Wallshield, and Job Willman.

Listen to this episode