A resource for customer experience (CX) and experience management (XM) professionals.
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Full Episode Listing

A complete list of episodes from The CX Leader Podcast.

Being a Catalyst for CX Change

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Episode #12

Released: March 27, 2018

As CX professionals, we are looking to make a difference, engage our organizations and drive meaningful change on behalf of the customer. The problem is being that catalyst for change in organizations can be difficult. Steve welcomes guest Allison Grayson, a certified CX professional and vice president at Walker, to discuss strategies to help drive meaningful change in your CX program.

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Being Innovative

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Episode #11

Released: March 20, 2018

Disrupting the status quo can sometimes lead to innovative solutions when it comes to CX, and Steve discusses this trait with Walker senior vice president and customer experience professional Sean Clayton.

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Birds of a Feather

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Episode #93

Released: November 19, 2019

Like any other profession, CX professionals need to stay up-to-date on best practices, find new ideas for programs, and learn how customer experience works in other companies. Many resources exist to help - including this podcast - but sometimes you need to meet with like-minded professionals face-to-face. Guest host Pat Gibbons welcomes guests Branden Schossler and Gary Batroff to discuss how they help start local networking groups to help colleagues develop professionally.

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Bouncing Off Guardrails

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Episode #71

Released: June 11, 2019

Continuing the series focusing on best practices, Steve welcomes Nick Frunzi, chief customer officer at Esri, a world leader in GIS mapping and spatial analytics software, to discuss the importance of empowering cross-functional teams with your company’s customer experience efforts.

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Bringing Down the Silos

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Episode #144

Released: December 1, 2020

We talk about his often on the show and it can be a problem for companies of many sizes: the difficulty in breaking through the walls of corporate silos when trying to execute effective customer experience programs. So, how do we bring down those silos and get everyone on-board with your corporate CX effort? Steve welcomes guests Steve Cox, VP of digital lifecycle journeys, and Thimaya Subaiya, senior vice president of CX solutions, from Cisco to talk about overcoming barriers within the company to make customer experience programs effective.

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Built to Win

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Episode #227

Released: August 2, 2022

Building CX programs from scratch is never an easy task. And the endeavor usually starts with the vision of a single person that sees the benefits of CX and agrees – or is appointed – to spearhead the project. And that includes a lot: program planning, gaining support throughout the organization, putting convincing metrics in place, and a whole lot more. It’s a daunting task. Guest host Pat Gibbons welcomes Carol Tesarek from Equipment Depot to highlight how they put all the right pieces together to create an award-winning program.

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Buy-in From the Top

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Episode #59

Released: March 13, 2019

A discussion on the importance of executive support and for your CX program and how the organization’s culture can make or break your CX efforts. Steve welcomes customer experience leaders Brian Daniell and Chris Lawton from Deltek to discuss how they developed and continue to maintain a successful customer experience program.

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Calling for Alignment

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Episode #117

Released: May 19, 2020

There can be many cogs in the machine that is customer experience, and making certain they all align is important if that “machine” is to function correctly. Host Steve Walker and guest Ted Bernard, a managing principal at Invantage Group, discuss how making certain the many pieces of CX, like customer support, align with your overall customer experience strategy.

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Can you relate?

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Episode #191

Released: November 9, 2021

Relationships are an important part of our lives. Humans are social creatures and it’s important to understand that fact when leading a CX program. But companies sometimes miss the mark on ensuring employees and leaders throughout the company understand how to build and maintain relationships with customers, and each other. Host Steve Walker welcomes John Dijulius, chief revolution officer and president of the Dijulius Group, or a discussion on the importance of building relationships with customers and colleagues.

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Caring Beyond an NPS Score

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Episode #80

Released: August 16, 2019

Senior living is much more than simply providing a service to a customer. Families depend on the care and attention living facilities provide to their loved ones. Steve welcomes Jonathan Ruchman and David Pruett of Brookdale Senior Living to discuss how they manage a CX program that includes over 800 living facilities across 45 states.

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Celebrating CX Day 2020!

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Episode #136

Released: October 6, 2020

There's never been a better time to be a CX professional, and today's episode explores the best the profession has to offer and why customer experience and experience management is critical to a businesses success. Host Steve Walker welcomes guests Sandy Mathis, Rosa Carbajal, and Johnathan Ruchman to discuss why they believe customer experience is such a great profession and how CX can be one of the best investments for a company.

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Checking In with the CXPA

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Episode #148

Released: January 12, 2021

In a regular "check-in" with the Customer Experience Professionals Association, or CXPA, host Steve Walker welcomes Barbie Fink, current chair of the CXPA board, and recent board chair Annette Franz to discuss the organizations accomplishments and challenges during 2020 and what to expect in 2021.

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Checking-in with the CXPA

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Episode #83

Released: September 10, 2019

Like most professions, CX pros enjoy the benefits and support of an organization that provides resources and ways to network with other professionals. Steve welcomes the new CEO of the Customer Experience Professionals Association - or CXPA - Greg Melia for a discussion on the organization's benefits and future.

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Cheers!

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Episode #133

Released: September 15, 2020

Have you ever been at a business meeting with a client or colleagues and wondered, “should I order wine? What wine do I get? How many should I drink?” Mixing business with alcohol can be tricky and sometimes an awkward subject. Host Steve Walker welcomes guest Jim Schleckser, author of the new book Professional Drinking: A Spirited Guide to Wine, Cocktails, and Business Entertaining," for helpful advice on how to keep it fun AND professional.

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Close That Loop!

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Episode #220

Released: June 7, 2022

It's a common practice in customer experience, and a vital one: closed-loop response to customer feedback. Simply put: you need to make sure you respond to customers in a timely and appropriate way. But, like all things in life, it’s not that simple and if not done well it can actually create poor experiences for your customers. This is why it’s critical to get front line employees engaged in CX and understand the processes set in place that provide the best possible experiences for customers. Guest host Pat Gibbons welcomes Greg Chase, an XM catalyst with the Qualtrics XM Institute, for a discussion on closed-loop feedback response.

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Communicating Your CX Message

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Episode #6

Released: February 13, 2018

In the third of the series "10 Traits of Effective CX Leaders," Steve welcomes guest Kristina Kittle, a consultant at Walker Information, to help explain the importance of communication skills as a trait for effective CX leaders.

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Convenience Trumps Price

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Episode #44

Released: November 6, 2018

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.

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Conversational Data

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Episode #158

Released: March 23, 2021

Companies often get stuck between the data gathering and discovering meaningful insights into how they can better their customer’s experience. Especially when you’re talking about qualitative data – conversational, open-ended data that can be difficult to quantify. But there are tools that will allow a CX pros to utilize the vast amounts of "conversational data" that companies collect. Host Steve Walker welcomes Matt Dixon, chief product and research officer, and Ted McKenna, SVP for product at Tethr for a discussion on how customer experience leaders can take advantage of the vast amounts of qualitative data typically collected by companies.

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Crisis Communication for CX Leaders

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Episode #111

Released: April 7, 2020

Businesses and organizations are facing a new operational reality that affects customers and employees, and as a CX professional, you and your company need to be prepared to effectively manage crisis situations. Host Steve Walker welcomes Jennifer Dzwonar, a partner at Borshoff, a PR agency known for their work in crisis and community relations, and discuss how CX professionals can help communicate with customers during difficult times.

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Culture Starts with You

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Episode #178

Released: August 10, 2021

Companies regularly hire experienced professionals from outside their organization. But they can’t tell from a resume how good of a culture fit the new leaders will be. And employees frequently find that to grow their skills, they need to go to another company – often leaving a company that is a good fit for them. So how can you solve both problems at once? Host Steve Walker welcomes Jeff Epstein, founder of Onboard.io, for a discussion on creating the right culture for employees which ultimately creates better customer experiences.

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