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.
A resource for customer experience (CX) and experience management (XM) professionals. 
Full Episode Listing
A complete list of episodes from The CX Leader Podcast.
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?
Exploring another topic on intersections with customer experience, Steve welcomes Dave Duke, an expert in customer success management and is the co-founder and chief customer officer of MetaCX, for a discussion on customer success and its relevance in customer experience.
Continuing in our User series, Steve welcomes Sharon Bislich and Carolyn Bodkin to discuss how Medxcel, a medical facilities management company, incorporates customer experience into their training programs.
How does the customer experience practice work with other disciplines? In the inaugural episode of a new series, Steve explores the intersection of CX and UX (user experience) with guests Mike Miserendino and Suzi Shapiro from GravityDrive, a user experience consulting services company in Indianapolis.
In the second episode of the User series, Steve welcomes Gina Jannazzo and Kim Howard from Wild Birds Unlimited to discuss the CX program within a franchise model and how personal relationships with customers are competitive advantages for today's retailers.
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.
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 holds for the customer experience industry.
Host Steve Walker welcomes 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 welcomes 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.