A complete list of episodes from The CX Leader Podcast.
The CX pro has many tools at their disposal but few are as powerful than the ability to adapt to a customer’s needs quickly and deliver a positive experience. The need for personalization cannot be understated, but how do you develop the relationships required to help deliver a personalized experience that differentiates your company from the rest? Host Steve Walker welcomes Shane Murphy Reuter from Intercom to discuss the importance of personalizing the customer experience.
For almost a year now many companies have had to work remotely - changing the way in which their employees interact and some companies had an easier time absorbing that change than others. Knowing that the employee’s experience can have a direct effect on the customer experience, it’s important to explore all aspects of how CX can be improved. Host Steve Walker welcomes Shelly Langona, president of RJE Business Interiors, and Sam Julka, the president and founder of DORIS research, to discuss their recent study on workforce collaboration and productivity and how it can be affected by the workplace environment.
Customers today have so many touchpoints available to them when interacting with companies: websites, social media, text messaging, call centers… it can be dizzying just thinking about it. However, all that complexity can still come together to create a seamless customer experience and understanding how an omnichannel CX strategy can work for your organization. Host Steve Walker welcomes guest Gabe Larsen, VP for Growth at Kustomer and host of the Customer Service Secrets Podcast.
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.
It's important to quickly identify and remedy pain points in your customer's journey - removing friction in the experience and making the necessary changes to provide easier ways for the customer to engage with your organization. On the first episode of the new year, host Steve Walker welcomes guests Mallory Elias-Cvengros is a senior customer experience analyst, and Serena Riley is the Director of Customer Experience, both at Llamasoft, a Coupa software company specializing in decision-making platforms for supply chains, and they discuss how they redesigned how their customers interact through online services to make the experience easier.
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.
The practice of customer experience must permeate the entire company. But that can be difficult, and CX pros are sometimes not take as seriously as they should. So how do you, as a CX pro, change that mindset - how do they move beyond the label of "the survey people?" Host Steve Walker welcomes guest Roxie Strohmenger, vice president of customer experience strategy at UKG, for a discussion on how customer experience professional should market themselves within their organization.
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.
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.
There are so many ways in which a companies' or individuals' efforts to provide an exceptional and memorable customer experience. It's easy to remember the bad experiences but important we share the good one's as well. In this episode, host Steve Walker welcomes back Shep Hyken, a customer service and experience expert, Chief Amazement Officer of Shepard Presentations, a best-selling author, to share stories of exceptional customer experiences.
Customer experience is about people: your customers or clients, your employees and colleagues, your business partners – people make the experience. So, it goes without saying that designing any experience should include the perspective of those involved, and human-centered design can help inform that process. Host Steve Walker welcomes Seth Fritz, the manager of the Design Futures team at the Delta Faucets Company, for a discussion on human-centered design.
Today's technology allows CX pros can spin up a customer feedback survey and start collecting data in record time. But there’s another source of data that is often overlooked – that data is probably already stored in a database or social media account, but simply didn’t know it was there. Host Steve Walker welcomes Amy Brown, CEO and founder of Authenticx, for a discussion on how unsolicited, or unstructured feedback can provide a wealth of insights for companies and CX professionals.
It's another edition of The CX Leader Podcast's annual CX Horror Stories! Hosts Steve Walker and Pat Gibbons endure frightening tales of bad hotel service, poor rental management, ghoulish social media responses, and spine-chilling encounters with government agencies. Guests include Sandra Mathis (HCL Technologies), Brandi Dale (Walker), Johnathan Ruchman (Brookdale Senior Living) and Amy Brown (Authenticx).
An often-overlooked fact about a customer’s journey is that the experience they have with your company doesn’t always begin with their first interaction with you – customers often become aware of your brand through various immeasurable actions. The creativity of your marketing is often the first impression a potential customer has about your company, so using the science of data to drive the art and creativity of your marketing can be very beneficial. Host Steve Walker welcomes guest Kirsten Williams, chief marketing officer for Episerver, for a discussion on how to drive creativity with data.
A driving factor for any business to be successful is the ability to differentiate - setting your company apart from the competition by creating great experiences for your customers. Three ways to do that is with personalization, ease, and speed – and its the first of these three that our guest is going to talk about today. Host Steve Walker welcomes Marcus Hall, president and partner at California Closets, for a discussion about not only personalizing the product, but the experience as well.
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.
Competitive retail electricity markets give consumers a choice of who will supply their electricity. Only 18 states in the U.S., including Washington D.C., have introduced these types of markets, giving consumers a choice in who generates their electricity. This, of course, has a significant impact on how a utility company approaches customer experience. Host Steve Walker welcomes guests Suzie Dieth and Scott Burns from Reliant Energy, an NRG company and electric utility headquartered in Houston, Texas, to discuss how customer experience works in a retail utility market.
Educational institutions are beholden to a different type of customer: students. Discovering how students experience the education and services they receive from one of the largest community colleges in the nation requires a substantial experience program. Host Steve Walker welcomes guests Matt Ashcraft and Meredith Warner from Maricopa Community Colleges to discuss experience management within an educational institution and the differences between higher education and for-profit organizations.
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.
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.