A resource for customer experience (CX) and experience management (XM) professionals.
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Best Practices in CX

Best Practices in CX

A series focusing on some of the best ways CX leaders can make customer experience their biggest competitive advantage.

Calling for Alignment

Calling for Alignment

Released: May 19, 2020 6:00 am

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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Automating (some of) your CX

Automating (some of) your CX

Released: February 11, 2020 6:00 am

Customer experience professionals sometimes hit that wall of having to handle a high volume of tasks and customer interactions but there isn’t the peoplepower or resources to keep up. Strategically add a little automation to your processes and you could have a powerful CX tool that allows the customer to personalize their experience and relieve strained resources. Guest host Pat Gibbons welcome Ejieme Eromosele, Vice President of Customer Success at Snaps, to discuss the advantages of using automation and A.I. in your customer experience.

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Who you gonna call? (Your client, of course!)

Who you gonna call? (Your client, of course!)

Released: February 4, 2020 6:00 am

Customer experience professionals have an abundance of technological choices when it comes to gathering customer feedback, providing vast amounts of data to use in guiding their CX efforts. But sometimes the “low tech” solution is the best option. Steve welcomes guest Jen Pardi Cusick, senior customer experience strategist at GoGo Business Aviation, to discuss how employees across their company participate in a client callback program to gain better insights into their customers’ needs.

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Spinning-off without getting dizzy

Spinning-off without getting dizzy

Released: January 14, 2020 6:00 am

Corporate changes such as spinning off a part of a company or rebranding can have dramatic effects on customer experience, so tooling your CX program for the disruption is critical. Pat Gibbons guests hosts with guests Rafael Chavez and Kory Weisman from Clarios, formerly known as Johnson Controls Power Solutions, to discuss how they navigated their CX programs during big changes within their company.

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Wear Comfortable Shoes

Wear Comfortable Shoes

Released: November 12, 2019 6:00 am

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.

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Keep Your Customers

Keep Your Customers

Released: November 5, 2019 6:02 am

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.

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Do Your Homework

Do Your Homework

Released: October 8, 2019 6:00 am

Companies often hire implementation specialists to help get their customer listening technology up and running, but don’t do the necessary preparation required to make the process happen smoothly. Guest host Pat Gibbons welcome Walker technology consultants Liz Wallshield and Charlie Rumsey to talk about some of the step companies should take to make the implementation process happen smoothly and on schedule.

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The Non-customer-facing Employee

The Non-customer-facing Employee

Released: October 1, 2019 6:00 am

It’s easy explaining how front-line employees directly influence the customer’s experience. But it’s more difficult for non-customer-facing to see how their contributions impact CX. Steve welcomes Maureen Cook, customer experience specialist at Ciena, to discuss the ways they show ALL their employees how they affect customer experience.

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The Out-of-box Experience

Released: September 24, 2019 6:00 am

Customer experience isn't limited to simply how your employees interact with your clients - it plays a critical role in how products are developed and maintained. Steve welcome Arjan Vilkhu, senior manager of customer insights at Hill-Rom, a global medical technology company, to discuss how their CX program informs how their customers’ experience using their products can be improved.

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A Prescription for Subscription

Released: September 17, 2019 6:00 am

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.

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