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

Dashboards everywhere!

Dashboards everywhere!

Released: July 28, 2020 • Episode #127

The concept of dashboards is probably nothing new to customer experience pros. We use them to help communicate data like NPS and Loyalty. But is your dashboard up to snuff? Is it showing you the data you really need and is it organized in a way that your employees or colleagues can glean from it the right information? Host Steve Walker welcomes data reporting expert Katie Hatch from Walker to discuss some key best practices in making certain your dashboards communicate the data you need.

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Who you gonna call? (Your client, of course!)

Who you gonna call? (Your client, of course!)

Released: February 4, 2020 • Episode #102

Customer experience professionals have an abundance of technological choices when it comes to gathering customer feedback, providing vast amounts of data to use in guiding their CX efforts. But sometimes the “low tech” solution is the best option. Steve welcomes guest Jen Pardi Cusick, senior customer experience strategist at GoGo Business Aviation, to discuss how employees across their company participate in a client callback program to gain better insights into their customers’ needs.

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