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

Luminaries of CX

Who are the “rock stars” of CX – those individusals who have worked to bring the importance of knowing how your customer’s experiences impact companies? In this series, Steve Walker will invite CX luminaries to the CX Leader Podcast for a discussion on how they got started in the CX space and what they feel is important for CX leaders to know.

A Global View

A Global View

Released: April 23, 2019 6:00 am

In a continuing series featuring the luminaries of customer experience, Steve welcomes Bob Azman to the podcast and discusses how he started his CX career, his time leading the CXPA, and his experience in CX on a global scale.

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A Whole Lotta CX

A Whole Lotta CX

Released: April 9, 2019 6:00 am

Customer experience for a global software giant is no small task. Steve's guest Tabitha Dunn, global vice president of customer insights, experience and transformation at software company SAP, describes how she started her career in CX and how she manages customer experience efforts for a global enterprise.

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Human Duct Tape

Human Duct Tape

Released: January 24, 2019 6:00 am

Pat Gibbons guest hosts this episode with guest Jeanne Bliss, founder and president of CustomerBliss, consultant, and thought leader on customer experience. Jeanne and Pat discussion her books, how she began her career in CX, and how customer experience leaders needs to remember the human side to how they approach CX within their companies.

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Convenience Trumps Price

Convenience Trumps Price

Released: November 6, 2018 6:00 am

Continuing the "CX Luminary" series highlighting the "rock stars" of customer experience, Steve welcomes Shep Hyken to the podcast to discuss how he got his start in CX and how making convenience can bring your company a competitive edge.

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What’s your “word-of-mouth” strategy?

What’s your “word-of-mouth” strategy?

Released: October 16, 2018 6:00 am

Businesses often focus on various types of strategies to get ahead in the market: sales strategy, market strategy, customer experience strategy - but do you have a "word-of-mouth" strategy? Steve welcomes New York Times bestselling author Jay Baer to discuss his new book, "Talk Triggers", and how companies can recruit their own customers into becoming marketing volunteers.

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Becoming the Chief “Charismatic” Officer

Becoming the Chief “Charismatic” Officer

Released: October 9, 2018 6:00 am

Steve continues with the Luminaries of CX series in a discussion with Diane Magers, the interim CEO of the Customer Experience Professionals Association on what skills make the best CX pros and her views on the future of the profession.

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Getting over the bump

Getting over the bump

Released: September 25, 2018 6:00 am

Host Steve Walker welcomes Megan Burns, CEO of Experience Enterprises, as the next guest in the Luminaries of CX series. The conversation includes how Burns started her career in the CX space and what the future hold for the customer experience industry.

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