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

Meeting Expectations

Meeting Expectations

Released: April 13, 2021 • Episode #161

It’s important for those leading a company’s CX efforts to make certain the customer experience delivered by your front-line employees matches the customer’s expectations. And that means your employees need to understand your brand and the expectations it promises. Host Steve Walker welcomes Chris Wallace, co-founder and president of the InnerView Group, for a discussion on how to ensure your front-line employees deliver the experience promised by your brand.

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Don’t let your brand make false promises

Don’t let your brand make false promises

Released: July 17, 2018 • Episode #28

Does your brand make a promise to your customers? Then you need to make certain your CX program can deliver on that promise! Steve welcomes back Jennifer Batley, a vice president and certified customer experience professional at Walker, for a discussion on how to make certain your brand aligns with your customer experience.

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