A resource for customer experience (CX) and experience management (XM) professionals.
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Building Your Customer Listening Architecture

Building Your Customer Listening Architecture

Listening to your customer’s needs is a vital part of an effective CX strategy, so it’s critical that you have the right technology and strategies in place to gather the required insights for your customer experience. In this three-episode series, Steve welcomes experts from Walker and Qualtrics to help explain the importance of a carefully considered listening program.

#Frankensurvey

#Frankensurvey

Released: June 12, 2018 6:00 am

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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Requirements, Planning, and Execution

Requirements, Planning, and Execution

Released: June 5, 2018 6:00 am

Allison Grayson, a certified customer experience professional and vice president at Walker, joins Steve to talk about the importance of an effective listening architecture and how careful planning will benefit your CX program.

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