Continuing the "CX Luminary" series highlighting the "rock stars" of customer experience, Steve welcomes Shep Hyken to the podcast to discuss how he got his start in CX and how making convenience can bring your company a competitive edge.
A resource for customer experience (CX) and experience management (XM) professionals. 
Full Episode Listing
A complete list of episodes from The CX Leader Podcast.
It's a spooky edition of the CX Leader Podcast as Steve welcomes back Pat Gibbons, SVP and principal of Walker Information, to listen to scary stories of customer experience failures and discuss how they could have been avoided.
Steve introduces a new podcast series in which he explores how companies implement their customer experience programs. Matt Inman and Matt Sharp join Steve to discuss the CX program at Johnson Controls and how to ensure various regional and product programs remain cohesive within a global company.
Businesses often focus on various types of strategies to get ahead in the market: sales strategy, market strategy, customer experience strategy - but do you have a "word-of-mouth" strategy? Steve welcomes New York Times bestselling author Jay Baer to discuss his new book, "Talk Triggers", and how companies can recruit their own customers into becoming marketing volunteers.
Steve continues with the Luminaries of CX series in a discussion with Diane Magers, the interim CEO of the Customer Experience Professionals Association on what skills make the best CX pros and her views on the future of the profession.
CX Day is celebration of all things CX and Steve invited five CX professionals from various business to discuss their work and what makes customer experience a rewarding profession.
Host Steve Walker welcomes Megan Burns, CEO of Experience Enterprises, as the next guest in the Luminaries of CX series. The conversation includes how Burns started her career in the CX space and what the future hold for the customer experience industry.
Host Steve Walker welcome the CEO of Customer Think Corporation and the founder and editor-in-chief of CustomerThink.com Bob Thompson to discuss how he started in the customer experience industry and his thoughts on the future of the CX movement.
In the fourth episode of the CX technology series, Steve discusses the perspective from the technology provider with Kirk Baetens who is a global partner manager for Qualtrics, a world-class provider in experience management software and Walker’s technology partner.
CX pros and business leaders rely on technology to provide the data and analysis of customer feedback, but it’s too easy to get stuck in the mud. Steve welcomes Walker technology experts Ryne Fanning and Rich Boits to the podcast for a discussion on how to avoid common mistakes when planning your technology strategy.
In a continuing series on technology, Steve welcomes Mike Grindstaff to the podcast for a discussion on getting the most out of your technology and how to gauge success by defining your goals.
In the first of a series of episodes devoted to technology, Steve welcomes Brian Kovacs, chief information officer at Walker, for a discussion on why it's critical for CX leaders to be knowledgeable about what technology is available to improve the customers’ experience.
The phrase “healthcare is broken” is often used to describe the health services industry in America, but what does that mean? Steve welcome the co-founder and president of OurHealth, Dr. Jeff Wells, and they discuss what it means to provide better experiences for patients and how that compares to the customer experience space.
In the third episode of the Change Management series, Steve welcomes back consultant Jack Walker and first-time guest Britt Kennedy, a director of customer intelligence from Sysco, to describe how the SPRINT process was applied to create a new solution within their CX program.
"Death by meeting” is a popular term, and it’s not uncommon to see businesses attempt to conceive and launch new solutions or products over a period of weeks - or months! But in the customer experience realm, speed is critical. Steve welcomes consultant Jack Walker to explain how the SPRINT process used in software companies can take the time needed to develop new CX programs from months down to days.
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.
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.
Customer journey maps are an excellent resource for companies to refine their CX initiatives, but companies often leave them on the shelf to collect dust. In the third of our series on avoiding the detours that can prevent your journey maps from going the distance, Steve welcomes back CX expert Allison Grayson, a vice president at Walker, to discuss how companies can activate their journey map, taking full advantage of their value.
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.
Journey mapping is a powerful tool in the CX leader's arsenal, but there are some "detours" you should avoid. In the first of a three-part series, Steve discusses how to avoid the process map detour with guests Melissa Meier from Walker, and Sheila March from Ascension Ministry Service Center.