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

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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Small Data Leads to Big Change

Small Data Leads to Big Change

Released: April 28, 2020 6:00 am

CX leaders today are having to make critical decisions on whether they should bother customers for feedback or find other ways to gather insights. Luckily there are tools in our CX toolbox that can help CX pros collect feedback, and unstructured voice of the customer is one of those tools. Host Steve Walker welcomes Cary Cusumano, a certified customer experience professional and principal client partner in customer experience design for Verizon to discuss ways to reconstruct the customer journey without using surveys or other potentially intrusive practices.

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It’s Party Time!

It’s Party Time!

Released: July 5, 2019 6:00 am

Guest host Pat Gibbons welcomes Walker expert Dereck Mobley for a discussion on how customer experiences professionals can plan corporate events around customer feedback to bring better awareness of your company’s CX efforts to the organization.

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The Pitfalls of Tech

The Pitfalls of Tech

Released: September 4, 2018 6:00 am

CX pros and business leaders rely on technology to provide the data and analysis of customer feedback, but it’s too easy to get stuck in the mud. Steve welcomes Walker technology experts Ryne Fanning and Rich Boits to the podcast for a discussion on how to avoid common mistakes when planning your technology strategy.

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Don’t drive past your customers!

Don’t drive past your customers!

Released: July 3, 2018 6:00 am

Companies are always looking to save time and money by taking shortcuts, but don't be tempted to detour around your customers' feedback or you might find your journey map is not accurate to your customer experience. Steve discusses how to avoid this detour with Krista Roseberry, a vice president at Walker, and Tracy DeCarlo, director of performance management, client and member services at ELAP Services.

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