A resource for customer experience (CX) and experience management (XM) professionals.
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Episodes tagged “COVID-19”

Navigating the Crisis

Navigating the Crisis

Released: June 9, 2020 6:00 am

Host Steve Walker welcomes back guest Dereck Mobley, associate vice president at Walker, to share some stores of companies that were proactive and innovative in their approach to customer experience as a response to the pandemic.

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Here to Help

Here to Help

Released: May 5, 2020 6:00 am

Companies around the world are having to adjust their operations in response to COVID-19, and customer experience leaders are finding that you cannot continue in a “business as usual” mentality. CX programs need to adapt along with the overall business. While their toolbox might be fairly well-stocked, these unprecedented times are leaving some CX pro’s and executives frustrated on next steps, wondering how to continue to collect insights and feedback while not appearing insensitive to the current global situation. Host Steve Walker welcomes guest Brian Stucki, an executive vice president and general manager of Customer Experience Business at Qualtrics, a leading experience management platform, to discuss how companies need to step back from focusing on metrics and look to the "human side" during a crisis.

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Crisis Communication for CX Leaders

Crisis Communication for CX Leaders

Released: April 7, 2020 6:00 am

Businesses and organizations are facing a new operational reality that affects customers and employees, and as a CX professional, you and your company need to be prepared to effectively manage crisis situations. Host Steve Walker welcomes Jennifer Dzwonar, a partner at Borshoff, a PR agency known for their work in crisis and community relations, and discuss how CX professionals can help communicate with customers during difficult times.

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The Role of CX During a Crisis

The Role of CX During a Crisis

Released: March 17, 2020 8:20 am

What is the role of customer experience during a crisis? Host Steve Walker and guests Jonathan Ruchman, CCXP, and Senior Director of Customer Experience at Brookdale Senior Living, and Michelle Morris, CCXP, a Customer Experience Design Partner at Verizon and member of the board of directors for the Customer Experience Professionals Association, discuss the important role customer experience professionals and other customer-focused leaders play in times of disruption and crisis.

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