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.

The CEO, the Customer, and You

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Episode #21

Released: May 29, 2018

Steve interviews Jim Schleckser, a best-selling author and CEO adviser, on how good CEO's manage their time and attention, how the CX professional can speak the CEO's language, and the importance of CX from the perspective of the c-suite.

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#Frankensurvey

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Episode #23

Released: June 12, 2018

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.

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Steer clear of the process map

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Episode #25

Released: June 26, 2018

Journey mapping is a powerful tool in the CX leader's arsenal, but there are some "detours" you should avoid. In the first of a three-part series, Steve discusses how to avoid the process map detour with guests Melissa Meier from Walker, and Sheila March from Ascension Ministry Service Center.

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Don’t drive past your customers!

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Episode #26

Released: July 3, 2018

Companies are always looking to save time and money by taking shortcuts, but don't be tempted to detour around your customers' feedback or you might find your journey map is not accurate to your customer experience. Steve discusses how to avoid this detour with Krista Roseberry, a vice president at Walker, and Tracy DeCarlo, director of performance management, client and member services at ELAP Services.

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So you have a journey map… what now?

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Episode #27

Released: July 10, 2018

Customer journey maps are an excellent resource for companies to refine their CX initiatives, but companies often leave them on the shelf to collect dust. In the third of our series on avoiding the detours that can prevent your journey maps from going the distance, Steve welcomes back CX expert Allison Grayson, a vice president at Walker, to discuss how companies can activate their journey map, taking full advantage of their value.

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Don’t let your brand make false promises

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Episode #28

Released: July 17, 2018

Does your brand make a promise to your customers? Then you need to make certain your CX program can deliver on that promise! Steve welcomes back Jennifer Batley, a vice president and certified customer experience professional at Walker, for a discussion on how to make certain your brand aligns with your customer experience.

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You need to drive action!

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Episode #29

Released: July 24, 2018

CX experts are often on the front-lines of instituting changes to better the customer experience, but it’s not an easy task. Steve welcomes back Walker expert Noah Grayson to begin a three-episode series on change management and how to effectively drive action in your company.

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SPRINTing to a solution

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Episode #30

Released: July 31, 2018

"Death by meeting” is a popular term, and it’s not uncommon to see businesses attempt to conceive and launch new solutions or products over a period of weeks - or months! But in the customer experience realm, speed is critical. Steve welcomes consultant Jack Walker to explain how the SPRINT process used in software companies can take the time needed to develop new CX programs from months down to days.

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A real-world SPRINT

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Episode #31

Released: August 7, 2018

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.

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Improving the patient experience

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Episode #32

Released: August 14, 2018

The phrase “healthcare is broken” is often used to describe the health services industry in America, but what does that mean? Steve welcome 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.

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Let’s Talk Tech

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Episode #33

Released: August 21, 2018

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.

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What’s your goal?

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Episode #34

Released: August 28, 2018

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.

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The Pitfalls of Tech

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Episode #35

Released: September 4, 2018

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.

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Empowering CX with Actionable Information

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Episode #36

Released: September 11, 2018

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.

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From CRM to CX

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Episode #37

Released: September 18, 2018

Host Steve Walker welcome 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.

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Getting over the bump

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Episode #38

Released: September 25, 2018

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 hold for the customer experience industry.

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CX Day Celebration!

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Episode #39

Released: October 2, 2018

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.

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