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

The ROI of Customer Experience: Part 2

The ROI of Customer Experience: Part 2

Released: March 9, 2021 • Episode #156

Customer experience pros are often tasked with proving the ROI of CX within an organization. Utilizing experience data – or “X-data” – combined with operational data – or “O-data” – can be an effective tool in proving ROI of your CX efforts. In part 2 of exploring the ROI of CX, host Steve Walker welcomes Troy Powell and Brad Harmon from Walker to discuss practical ways to use X- and O-data to prove the return on your customer experience efforts.

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The ROI of Customer Experience: Part 1

The ROI of Customer Experience: Part 1

Released: March 2, 2021 • Episode #155

Customer experience pros are often tasked with proving the ROI of CX within an organization. Utilizing experience data - or "X-data" - combined with operational data - or "O-data" - can be an effective tool in proving ROI of your CX efforts. Host Steve Walker welcomes guests Troy Powell and Brad Harmon from Walker to discuss the findings in Walker's new report "Deliver More Value with X- and O-data" and how CX pros can make the case for customer experience.

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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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X4 Recap

X4 Recap

Released: March 14, 2019 • Episode #60

Steve along with Walker's own Sonya McAllister, Brad Harmon, and Jamieson Prala discuss what they experienced at the Qualtrics X4 Summit in Salt Lake City.

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B2B vs. B2C

B2B vs. B2C

Released: February 8, 2019 • Episode #55

Steve welcomes back Walker expert and vice president of advisory services Brad Harmon to discuss the differences in approach to customer experience between B2B and B2C businesses.

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The Importance of Personalization

The Importance of Personalization

Released: January 9, 2018 • Episode #1

Steve discusses the importance of personalization from the recently released Walker research, "Customers 2020: A Progress Report" with guest Brad Harmon, a certified customer experience professional and vice-president of consulting services for Walker Information.

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