It's easy for companies to look at data and make assumptions about their customers’ needs, but truly placing the customer central to your business means considering them in all business decisions. Host Steve Walker welcomes back to the podcast the founder and CEO of CX Journey Annette Franz to discuss her new book "Customer Understanding: Three Ways to Put the 'Customer' in Customer Experience (and at the Heart of Your Business).”
A resource for customer experience (CX) and experience management (XM) professionals. 
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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.
In the second part of a two-part series on the basics of experience management, or "XM," Steve welcomes back Aimee Lucas from the Qualtrics XM Institute to discuss the six competencies CX leaders need to have to maximize their experience management efforts: lead, realize, activate, enlighten, respond, and disrupt.
Experience Management, or “XM”, is a newer term in the area of customer experience and CX professionals will certainly be hearing more about how XM will impact their programs. Steve welcomes Aimee Lucas from the Qualtrics XM Institute to provide an overview of experience management and how it impacts CX professionals’ efforts within their companies.
It's Thanksgiving here in the United States and we've dedicated an episode to sharing some short stories of customer experiences that made a positive difference in people's lives. Producer Chris Higgins hosts an episode with stories that include industries such as retail, automotive, restaurants, government agencies, and hospitality.
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.
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.
Guest host Pat Gibbons interviews author Ali Cudby about her new book "Keep Your Customers," which discuss how companies can create loyal customers and slow customer turnover.
Hosts Steve Walker and Pat Gibbons present another frightful episode of CX Horror Stories - tales of customer experience gone bad. This year's scary offerings include healthcare, travel, and automotive repair.
The Qualtrics XM Institute released their report “The State of Customer Experience Management, 2019” which assesses how companies are doing with their CX efforts. Guest host Pat Gibbons welcome Isabelle Zdatny from the XM Institute to discuss their findings and some of the key takeaways from the report.