A resource for customer experience (CX) and experience management (XM) professionals.
Subscribe on Apple Podcasts Listen on Spotify Subscribe on Google Play Listen on Stitcher Listen on Stitcher Listen on YouTube
Ten Traits of Effective CX Leaders

Ten Traits of Effective CX Leaders

In this podcast series, Steve Walker and guests discuss the top ten traits of CX leaders and how you can leverage or improve those qualities to affect change in your companies approach to customer experience.

Included with this series is a downloadable report that explains each trait and includes tips on how to improve your leadership skills.

Download the “The Effective CX Leader”

Download the Self-Evaluation Tool

Why you’ll never be great at all 10 CX traits

Why you’ll never be great at all 10 CX traits

Released: April 10, 2018 6:00 am

Steve welcomes back Walker senior vice president Jennifer Batley to review the 10 traits of effective CX leaders and talk about how customer experience professionals rated themselves at the Qualtrics X4 Summit. Jennifer also introduces an eleventh “bonus” trait.

Listen to this episode

The Business-Savvy CX Leader

The Business-Savvy CX Leader

Released: April 3, 2018 6:00 am

An effective CX leader will utilize the thought process needed to understand the key components of a situation and comprehend the consequences of actions. Steve welcomes Noah Grayson, a CX professional and senior vice president at Walker, to discuss the trait of being a business savvy CX leader.

Listen to this episode

Being a Catalyst for CX Change

Being a Catalyst for CX Change

Released: March 27, 2018 6:00 am

As CX professionals, we are looking to make a difference, engage our organizations and drive meaningful change on behalf of the customer. The problem is being that catalyst for change in organizations can be difficult. Steve welcomes guest Allison Grayson, a certified CX professional and vice president at Walker, to discuss strategies to help drive meaningful change in your CX program.

Listen to this episode

Being Innovative

Being Innovative

Released: March 20, 2018 6:00 am

Disrupting the status quo can sometimes lead to innovative solutions when it comes to CX, and Steve discusses this trait with Walker senior vice president and customer experience professional Sean Clayton.

Listen to this episode

The Analytical Leader

The Analytical Leader

Released: March 2, 2018 6:00 am

Steve welcomes back Dr. Troy Powell, vice president at Walker, to discuss how it's not necessary for CX leaders to know analytics, but it's critical for them to think analytically.

Listen to this episode

Do Me a Favor

Do Me a Favor

Released: February 27, 2018 6:00 am

Steve welcomes guest Sonya McAllister to discuss how CX leaders need to be influential - persuading other people and teams to engage and join in efforts to create a customer experience that provides a competitive advantage.

Listen to this episode

Teamwork Makes the Dream Work

Teamwork Makes the Dream Work

Released: February 20, 2018 6:00 am

Steve welcomes guest Sonya McAllister to discuss how CX leaders need to be influential - persuading other people and teams to engage and join in efforts to create a customer experience that provides a competitive advantage.

Listen to this episode

Communicating Your CX Message

Communicating Your CX Message

Released: February 13, 2018 6:00 am

In the third of the series "10 Traits of Effective CX Leaders," Steve welcomes guest Kristina Kittle, a consultant at Walker Information, to help explain the importance of communication skills as a trait for effective CX leaders.

Listen to this episode

Experience is Knowledge

Experience is Knowledge

Released: February 6, 2018 6:00 am

In the second of this 10-episode series, Steve welcomes back guest Melissa Meier, a certified customer experience professional and vice president of Walker Information, to discuss the importance of being knowledgeable in your field as a CX leader.

Listen to this episode