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

The C-Suite Elite

The C-Suite Elite

Released: January 21, 2020 6:00 am

On the 100th episode of The CX Leader Podcast, host Steve Walker interviews his friend and mentor Dwaine Canova, CEO of Zynity, a company that provides online tools for organizational Leaders. Dwaine discusses his new book, "Elite Executive Teams," and how executive leadership should be the driving force in making customer experience a priority in your company.

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Putting the “customer” into customer experience

Putting the “customer” into customer experience

Released: January 7, 2020 6:00 am

It's easy for companies to look at data and make assumptions about their customers’ needs, but truly placing the customer central to your business means considering them in all business decisions. Host Steve Walker welcomes back to the podcast the founder and CEO of CX Journey Annette Franz to discuss her new book "Customer Understanding: Three Ways to Put the 'Customer' in Customer Experience (and at the Heart of Your Business).”

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Keep Your Customers

Keep Your Customers

Released: November 5, 2019 6:02 am

Guest host Pat Gibbons interviews author Ali Cudby about her new book "Keep Your Customers," which discuss how companies can create loyal customers and slow customer turnover.

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Becoming Customer(s)-Centric

Released: September 3, 2019 6:00 am

It's not easy moving toward a customer-centric mindset, and Steve's guest is concerned that companies too often forget the customer heterogeneity - the differences between their customers. Peter Fader, professor of marketing at The Wharton School of the University of Pennsylvania and co-author of “The Customer Centricity Playbook,” discusses common mistakes and misperception in becoming “customer centric.”

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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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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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The CEO, the Customer, and You

The CEO, the Customer, and You

Released: May 29, 2018 6:00 am

Steve interviews Jim Schleckser, a best-selling author and CEO adviser, on how good CEO's manage their time and attention, how the CX professional can speak the CEO's language, and the importance of CX from the perspective of the c-suite.

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