Producer Chris Higgins blows the dust off the "way back machine" to revisit the take-home value from our CX experts in our "Industry" series of episodes.
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Turn Back Time: Take Home Value from the COVID-19 Series
More detailsEpisode #118
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Producer Chris Higgins highlights some of the best "take home value" from guests during the COVID-19 series of podcasts, giving CX leaders advice they can put into practice right away, improving their customer experience.
It's Thanksgiving week in the United States and The CX Leader Podcast is grateful for all the amazing talent that has offered their insights and knowledge to the greater customer experience community. Producer Chris Higgins shares some highlights of "Take-home value" from Shane Green, Kirsten Allegri Williams, Jake Sorofman, Seth Fritz, and Janelle Dieken.
Producer Chris Higgins takes us on a journey to previous episodes to explore some of the more creative moments in the CX Leader Podcast.
It’s that time of year when producer Chris Higgins takes a moment to look back on some of the excellent advice from past guests on The CX Leader Podcast. Having covered a variety of topics from mystery shopping, CX in government, and even how one of the “happiest places on earth” executes their customer experience, there's a vast number of "take home value" segments to choose from, but this episode focuses on four particularly insightful tips for CX leaders.
Bill Caskey, creator of the 2X Group and co-host of the Advanced Selling podcast, joins Steve for a conversation on how CX leaders can improve their effectiveness in sales.
In the second part of this podcast series, Steve continues his conversation with Bill Caskey on how CX leaders can improve their effectiveness in sales. Bill is the creator of the 2X Group and co-host of the Advanced Selling podcast.
“Social distancing” has become the term saturating the news and social media. Experts all agree that the best way to fight the spread of the coronavirus is to keep distance from others, when possible, and practice some basic hygiene, like washing our hands. That makes things a bit difficult for CX professionals who are used to leading exercises like journey mapping and other workshops that require people to collaborate in the same space. Host Steve Walker and guest Kristina Kittle, vice president of advisory services, discuss ways CX leaders can move to virtual workshop experiences.
Companies are often hesitant to actively seek feedback during crisis situations and that can affect your customer listen programs. But there are ways in which employees can be a source of customer insights. Host Steve Walker welcomes back Dr. Troy Powell, vice president of strategy as Walker, to discuss how a voice of the customer through the employee program, or "VOCE," can continue to provide a means to listen to customers without actively soliciting feedback from customers.
People love origin stories. And for CX professionals, narratives of customer experience “newbies” growing from humble beginnings into “heroes” can be insightful. Continuing in our series of featuring winners from the Awards International 2022 US Customer Experience Awards, host Steve Walker welcomes Lee Kemp, operations, supply chain, and Customer Experience leader, and Sam Wegman, vice president for customer experience, at Univar Solutions, a global chemical and ingredient distributor. Lee and Sam describe how they built an award-winning program from scratch, having received three gold awards and one silver for Univar's customer experience efforts.
Immersive experiences can be a powerful tool to demonstrate the customer experience, but for patients at a hospital, it can be impactful - and emotional - for the leadership of an organization. Guest host Pat Gibbons welcomes guest Karen Cernock from Indiana University Health to discuss how an immersive experience for their board developed into a program throughout the organization.
That’s right - 300 episodes! Walker has been producing this podcast since January of 2018 and collected over 150 hours of content, discussed trends and events that included everything from COVID to artificial intelligence, and met some amazing customer experience professionals along the way. And at the beginning of each year we like to take a look at what to expect in CX over the next 12 months. Host Pat Gibbons welcomes Walker experts Sonya McAllister, Sean Clayton, and Tanner Smith, to reminisce on 2023 and make some predictions about trends moving into 2024.
Building a CX program from the ground up can be a challenge, especially in a field such as healthcare. Where do you start? What’s most important to customers? How do we develop a customer – or “member” – centric culture? Host Steve Walker welcomes Gratia Carver, vice president and chief experience officer at Blue Cross Blue Shield of Kansas City, or “Blue KC”, for why measurement is such a crucial practice to building a customer-centric culture.
In the first episode of a new series focusing on best practices for CX professionals, Steve welcomes Jessica Gregory, associate vice president for advisory services and analytics expert to discuss how analyzing customer data can bring you powerful insights to help drive your customer experience program.
These past few years have seen some amazing changes in the customer experience space. And these past few months responding to the COVID pandemic has tested and proven the importance of CX. As our understanding of customers’ needs becomes more refined, experience management professionals are finding ways to innovate, setting trends that help further define how we approach customer experience. Host Steve Walker welcomes guest Dutta Satadip, global head of customer success and operations at Pinterest, to discuss some of today's more prominent trends in customer experience.
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.
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.
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.
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.
Steve welcomes back Walker senior vice president Jennifer Batley to review the 10 traits of effective CX leaders and talk about how customer experience professionals rated themselves at the Qualtrics X4 Summit. Jennifer also introduces an eleventh “bonus” trait.