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

CX By Industry

A series where the CX Leader Podcast explores how customer experience is implemented across various industries such as tech and manufacturing by inviting CX leaders from different companies to discuss their programs

XM on the Move

XM on the Move

Released: June 23, 2020 6:00 am

Moving is stressful, but relocating employees is sometime necessary. Now imagine you’re a company whose expertise is relocating employees for other companies: how does experience management work in that situation? Does your program focus on the company that hired you, or on the employee that is being relocated? Or do you focus on both? Host Steve Walker welcomes Kathryn Cassidy, President and COO of Altair Global, a full-service, global mobility services company, to discuss how they manage the experience from the perspective of both B2C and B2B relationships.

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That’s a big CX program… and EX too!

That’s a big CX program… and EX too!

Released: June 16, 2020 6:00 am

Larger companies can sometime pose unique challenges to customer experience programs. CX leaders often have to navigate complicated business structures and, of course, the ever-so-frustrating “silos” that can exist in organizations. And if a company grows through acquisitions, it can be a challenge to integrate the existing customer experience programs. But it’s not impossible to innovate – regardless of the company’s size or age. Host Steve Walker welcomes guest Jen Zamora, Senior Global Director of Customer Experience & Employee Experience at Dow, the multinational materials science company, to discuss how a company the size of Dow manages CX and EX of their size and through corporate change.

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Make It Personal

Make It Personal

Released: May 12, 2020 6:00 am

Utilities are a vital part of everyday living in modern times: it’s our power, heat, communication, and, of course, our source of water, which is the only utility consumable by humans. This presents a different level of complexity and challenges for a company preparing and treating water for customers. Host Steve Walker welcomes guest Georgetta Parisi, vice-president for customer operations at Aqua, an Essential utility company that provides water and wastewater services to more than 3 million people across 8 states. They discuss the importance of empathy when providing critical products and services to customers.

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It’s “Client” Experience

It’s “Client” Experience

Released: January 28, 2020 6:00 am

Every company has their own unique set of challenges when it comes to providing an exceptional customer experience, and financial services companies are no exception. Regulatory pressures, compliance, and risk management review are just some of the obstacles CX pros in this industry must maneuver, but according to this episode’s guest, that’s not an excuse to provide anything less than a stellar “client” experience. Host Steve Walker welcomes Dan Brousseau, senior vice president and head of client experience at City National Bank, a Los Angeles-based company and subsidiary of Royal Bank of Canada, to discuss customer experience in the financial services industry.

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From the Ground Up

From the Ground Up

Released: April 30, 2019 6:00 am

In a conversation on customer experience in the healthcare industry, Steve welcomes Robert Tangeman, director of customer experience at Exactech, a healthcare manufacturing company. They discuss the complexity of navigating CX in the healthcare space and how Robert was able to develop a program from scratch.

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Across Industries

Across Industries

Released: April 16, 2019 6:00 am

Steve welcomes Kitty Radcliff, vice president at Walker Information, to discuss some of the more notable differences between various industries including health, financial services, and technology.

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The CX Juggernaut

The CX Juggernaut

Released: April 2, 2019 6:00 am

Johnson Controls is a huge company, with over 100 brands in over 150 countries, and managing a global customer experience program is no small undertaking. Guest host Pat Gibbons interviews Johnson Control's Matt Inman on how the manufacturing industry maintains a CX program.

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Keep It Simple

Keep It Simple

Released: March 26, 2019 6:00 am

In the inaugural episode of a new series focusing on industries, guest host Pat Gibbons welcome James Bampos from NetApp to discuss customer experience in the tech space.

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