A resource for customer experience (CX) and experience management (XM) professionals.
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Episodes tagged “2020”

Trends into 2021

Trends into 2021

Released: December 15, 2020 • Episode #146

2020 was quite the ordeal! It goes without saying that the number one influencer of how companies designed and executed their customer experience was the COVID pandemic, making 2020 a year that the world would look forward to leaving behind. Host Steve Walker welcomes Walker colleagues Sean Clayton, Ryne Fanning, Sonya McAllister, and Rahissa Winningham for a look at how the pandemic influenced CX in 2020 and what we have to look forward to in 2021.

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Flying Cars and Hoverboards

Flying Cars and Hoverboards

Released: February 18, 2020 • Episode #104

Several years ago, many companies made predictions on the state of the customer experience industry. Walker was no exception, having published a widely referenced report, “Customers 2020.” Now having reached that milestone year in CX, guest host Pat Gibbons and CX thought-leader and Walker’s vice president of strategy and analytics discuss what was covered in that report, highlighting predictions that came true, those that didn’t, and covering what was missed altogether.

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AI, YOLO, and Trends into 2020

AI, YOLO, and Trends into 2020

Released: December 17, 2019 • Episode #97

As 2019 comes to an end, Steve welcomes Walker colleagues Sonya McAllister, Brad Harmon, and Troy Powell back to the podcast for a discussion on what they felt was significant for CX in 2019 and predictions on trends in customer experience into 2020.

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