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

That’s a big CX program… and EX too!

That’s a big CX program… and EX too!

Released: June 16, 2020 6:00 am

Larger companies can sometime pose unique challenges to customer experience programs. CX leaders often have to navigate complicated business structures and, of course, the ever-so-frustrating “silos” that can exist in organizations. And if a company grows through acquisitions, it can be a challenge to integrate the existing customer experience programs. But it’s not impossible to innovate – regardless of the company’s size or age. Host Steve Walker welcomes guest Jen Zamora, Senior Global Director of Customer Experience & Employee Experience at Dow, the multinational materials science company, to discuss how a company the size of Dow manages CX and EX of their size and through corporate change.

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Being a Catalyst for CX Change

Being a Catalyst for CX Change

Released: March 27, 2018 6:00 am

As CX professionals, we are looking to make a difference, engage our organizations and drive meaningful change on behalf of the customer. The problem is being that catalyst for change in organizations can be difficult. Steve welcomes guest Allison Grayson, a certified CX professional and vice president at Walker, to discuss strategies to help drive meaningful change in your CX program.

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