A resource for customer experience (CX) and experience management (XM) professionals.
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CX Users

CX Users

How do top companies execute and coordinate their customer experience? Host Steve Walker welcome CX professionals and their business colleagues to describe how they plan and execute their CX programs.

Caring Beyond an NPS Score

Caring Beyond an NPS Score

Released: August 16, 2019 6:00 am

Senior living is much more than simply providing a service to a customer. Families depend on the care and attention living facilities provide to their loved ones. Steve welcomes Jonathan Ruchman and David Pruett of Brookdale Senior Living to discuss how they manage a CX program that includes over 800 living facilities across 45 states.

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Creating a meaningful journey map can be a lengthy and expensive process and it's tempting to cut corners. Steve's guest Jim Tincher, founder and mapper-in-chief of Heart of the Customer and co-author of "How Hard is it to Be Your Customer", explains why hastily created journey maps can give you a false picture of your customers.

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CX Champions

CX Champions

Released: May 7, 2019 6:00 am

An organization's culture is critical to making customer experience work. Steve welcomes Ann Schrader and Denise Hinkeldey from Farm Credit Services to discuss their CX program and how the culture helps motivate employees to keep the customer experience a priority within their company.

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Buy-in From the Top

Buy-in From the Top

Released: March 13, 2019 6:00 am

A discussion on the importance of executive support and for your CX program and how the organization’s culture can make or break your CX efforts. Steve welcomes customer experience leaders Brian Daniell and Chris Lawton from Deltek to discuss how they developed and continue to maintain a successful customer experience program.

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The Personal Touch

The Personal Touch

Released: November 13, 2018 6:00 am

In the second episode of the User series, Steve welcomes Gina Jannazzo and Kim Howard from Wild Birds Unlimited to discuss the CX program within a franchise model and how personal relationships with customers are competitive advantages for today's retailers.

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Making CX Work at Johnson Controls

Making CX Work at Johnson Controls

Released: October 23, 2018 6:00 am

Steve introduces a new podcast series in which he explores how companies implement their customer experience programs. Matt Inman and Matt Sharp join Steve to discuss the CX program at Johnson Controls and how to ensure various regional and product programs remain cohesive within a global company.

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