A complete list of episodes from The CX Leader Podcast.
This podcast has always maintained that customer experience is one of the best differentiators you can leverage in driving customer loyalty. And there’s yet another piece of research that is proving this assertion, with customers giving companies a clear warning about 2022: “we won’t tolerate bad experiences.” Host Steve Walker welcomes Bruce Temkin, head of the Qualtrics XM Institute, to discuss the results of their "2022 Global Consumer Trends" report.
In a world that generates thousands of terabytes of data every single day, it's important to be a little picky on what type of data to gather. Customer experience professionals rely on data to understand their customer’s needs. But what data do you collect? How does a CX leader determine what information is meaningful and what is simply noise? Host Steve Walker welcomes Azlan Raj, chief marketing officer of the EMEA at Merkle, for a discussion on how a CX pro determines what kind of data to gather.
Health is a deeply personal topic and these last few years have pushed healthcare institutions into making unprecedented changes in how they deliver that care. Naturally, this has had an impact on the patients’ experience. XM professionals in healthcare institutions must be mindful that patients are NOT customers, and design programs accordingly to improve the patient experience. Host Steve Walker welcomes Sarah Andrews, vice president for advisory services at Walker, and Sarah Gilstrap, a senior consultant for healthcare customer experience and an XM scientist at Qualtrics, for a discussion on trends in patient experience.
2020 was quite the ordeal! It goes without saying that the number one influencer of how companies designed and executed their customer experience was the COVID pandemic, making 2020 a year that the world would look forward to leaving behind. Host Steve Walker welcomes Walker colleagues Sean Clayton, Ryne Fanning, Sonya McAllister, and Rahissa Winningham for a look at how the pandemic influenced CX in 2020 and what we have to look forward to in 2021.
Producer Chris Higgins hosts an episode listening to a few memorable moments from the past year of The CX Leader Podcast with Steve Walker.
We’ve had some great guests on the show recently and the importance of the employee experience has started to emerge as a notable topic. Many guests emphasize the need for companies to empower and trust their employees to make decisions that improve the customer experience. In this episode of our “Turn Back Time” take home value series, producer Chris Higgins highlights some of the take home value offered from our guest in regards to employee experience.
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.
Episode #118
Released:
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.