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.

CX Champions

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Episode #67

Released: May 7, 2019

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.

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From the Ground Up

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Episode #66

Released: April 30, 2019

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.

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A Global View

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Episode #65

Released: April 23, 2019

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.

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Across Industries

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Episode #64

Released: April 16, 2019

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.

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A Whole Lotta CX

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Episode #63

Released: April 9, 2019

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.

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The CX Juggernaut

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Episode #62

Released: April 2, 2019

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.

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Keep It Simple

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Episode #61

Released: March 26, 2019

In the inaugural episode of a new series focusing on industries, guest host Pat Gibbons welcomes James Bampos from NetApp to discuss customer experience in the tech space.

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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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Buy-in From the Top

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Episode #59

Released: March 13, 2019

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.

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Is B2B CX behind B2C?

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Episode #56

Released: February 19, 2019

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.

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B2B vs. B2C

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Episode #55

Released: February 8, 2019

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.

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Human-centered Design

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Episode #53

Released: January 29, 2019

Steve welcomes to the podcast Kerry Bodine, founder of Kerry Bodine and Company, to discuss the importance of user- and human-centered design in customer experience and Kerry’s thoughts on trends and how UX is impacting CX today.

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Human Duct Tape

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Episode #52

Released: January 24, 2019

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.

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The Evolution of CX

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Episode #51

Released: January 15, 2019

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.

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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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