A resource for customer experience (CX) and experience management (XM) professionals.
Subscribe on Apple Podcasts Listen on Spotify Subscribe on Google Play Listen on Stitcher Listen on Stitcher Listen on YouTube

Episodes tagged “crisis”

Relationship Advice for CX Leaders

Relationship Advice for CX Leaders

Released: April 21, 2020 • Episode #113

CX leaders are often tasked with managing change throughout the company in order to create an exceptional customer experience, and building relationships is key to helping manage that change. But when life is disrupted on a global scale, it's critical that everyone in the company trusts each other to make certain the customer's experience is not sidelined. Host Steve Walker welcomes guest Stuart Gilchriest, a certified customer experience professional with Hertz, the global car rental company, for a discussion on how taking the time to building relationships within the company can help in times of crisis.

Listen to this episode

Crisis Communication for CX Leaders

Crisis Communication for CX Leaders

Released: April 7, 2020 • Episode #111

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.

Listen to this episode

The Role of CX During a Crisis

The Role of CX During a Crisis

Released: March 17, 2020 • Episode #108

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.

Listen to this episode