A complete list of episodes from The CX Leader Podcast.
Each year on the first Tuesday in October, the Customer Experience Professionals Associate - or CXPA - encourages professionals and companies to take some time to recognize the importance of this practice and celebrate the ways they strengthen the customer experience within their own company. Host Steve Walker welcomes guests Gabe Smith and Derik Iverson of CXPA to discuss how companies can celebrate their accomplishments and customers on "CX Day."
It's no secret that most companies have different groups of customers with differing needs. And we, as CX leaders, naturally need to able to adapt our programs to account for those differences. Depending on your company, differences between your customer segments might be small. But for businesses where each segment’s needs are vastly different, more complex experience strategies might be necessary. So how does a CX pro design and execute for different customer segments? Host Steve Walker welcomes Leigh Redington, general manager at the Potawatomi Carter Casino and Hotel in Wabeno, Wisconsin, for a discussion on designing experiences for various customer segments.
Episode #16
Released:
Steve welcomes guest Angie Hicks, co-founder of Angie's List and chief customer officer for ANGI Home Services. Angie discusses Angie's List's beginning and how they became a disruptor to an entire business sector, bringing customer experience to the forefront of the home services industry.
Ever see the old classic Alfred Hitchcock movie, “The Birds”? There’s a famous scene when a flock of crows attack a group of fleeing school children, swarming without mercy and terrifying everyone in their path. It sometimes feels like that with A.I. - people pecking and swarming at you to try and integrate it into your business in any way possible. And many CX pros are feeling pressure to find ways of incorporating artificial intelligence into their programs. So how can we approach this technology in a way to have it meaningfully contribute to our CX efforts? Host Pat Gibbons welcomes back Mike Miserendino, founder and president of GravityDrive, an experience design consultancy group, for a discussion on how customer experience professionals can take an objective approach in effectively incorporating A.I. into their CX programs.
As consumers we’ve all interacted in different ways with companies. Sometimes an automated system, online chat, an app on our phones, or even a live human being. But as customer experience professionals, how do we know which channel is the best option and the most preferred by consumers? And how will AI fit into all this? Host Sara Walker welcomes James Scutt, a principle XM strategist at the Qualtrics XM Institute for a look at what their 2023 Global Consumer Study reveals about consumer channel preferences.
As 2019 comes to an end, Steve welcomes Walker colleagues Sonya McAllister, Brad Harmon, and Troy Powell back to the podcast for a discussion on what they felt was significant for CX in 2019 and predictions on trends in customer experience into 2020.
It’s been over a year since a global pandemic has forced companies and organizations across the globe to rethink how they do work. While not an option for many companies, some began moving their operations to a work from home model, and it’s a trend that most CEO’s think will not go away. So how will this new work trend affect the employee and customer experience? Host Steve Walker welcomes Shanika Ofori, director of key accounts at 5CA, a company specializing in work-from-home global CX, for a discussion on how the work-from-home environment affects employee and customer experience.
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.
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.
While it might not seem significant at first, securing a place to park your car is an important event. Sure, it’s not life or death, but during large events it can be time sensitive. Sometimes it’s the first experience people have when attending a concert or a large conference, so when the logistics are not working efficiently, it creates a frustrating experience for someone just looking for a safe place to park their car. But work to create a great employee experience and give them the tools to foster a customer centric mentality, you might have the recipe for an award-winning program. Host Pat Gibbons welcomes Andrea Cedillo, head of customer support at ParkHub, to explore their award-winning CX program.
Change is hard. And that’s not the first time we’ve said those words on this podcast. When it involves breaking through entrenched practices within a company, it can be especially difficult - but not impossible. With a little buy-in, some quick wins to demonstrate the possibilities, and some awareness to the importance of customer centricity, you can create a culture that views CX as a game-winning strategy. Host Sara Walker welcomes Talar Ozcanian, director of customer experience business aviation and helicopter aviation training at CAE, an aviation simulation and technology company, and winners of the digital transformation category at the 2024 US CX Awards, to discuss their digital transformation.
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.
B2B companies are beginning to move into more subscription-based services, another influence from the B2C space. Steve welcome Musa Hanhan, senior director of customer experience at Genesys, to discuss how subscription-based models impact the customer experience for B2B companies.
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.
The Qualtrics XM Institute recently released 2021 Global Consumer Trends, a report focusing on how consumer behavior will continue to change in a post-pandemic world. The report takes a look at consumer behavior and attitudes across 18 countries and covers many topics including loyalty, NPS, and post-COVID online behaviors. Host Steve Walker and Moira Dorsey of the Qualtrics XM Institute continue their discussion on the report's findings and the valuable insights it provides for CX professionals.
The Qualtrics XM Institute recently released 2021 Global Consumer Trends, a report focusing on how consumer behavior will continue to change in a post-pandemic world. The report takes a look at consumer behavior and attitudes across 18 countries and covers many topics including loyalty, NPS, and post-COVID online behaviors. Host Steve Walker welcomes Moira Dorsey, a principal XM catalyst at the Qualtrics XM Institute for a discussion on the insights found in the report.
How's your customer listening "house"? Do you have that one survey that always gets added to and has now become this monstrosity of your CX listening strategy? Steve welcomes Dr. Troy Powell to the podcast to discuss the dangers of not effectively planning your listening architecture and how you can avoid relying on the "Frankensurvey" to gather valuable customer insights.