A resource for customer experience (CX) and experience management (XM) professionals.
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Episodes tagged “Customers 2020”

Flying Cars and Hoverboards

Flying Cars and Hoverboards

Released: February 18, 2020 6:00 am

Several years ago, many companies made predictions on the state of the customer experience industry. Walker was no exception, having published a widely referenced report, “Customers 2020.” Now having reached that milestone year in CX, guest host Pat Gibbons and CX thought-leader and Walker’s vice president of strategy and analytics discuss what was covered in that report, highlighting predictions that came true, those that didn’t, and covering what was missed altogether.

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At the Speed of Customers

At the Speed of Customers

Released: January 23, 2018 6:00 am

Steve and guest Troy Powell, Ph.D. and vice president of statistical solutions at Walker Information, discuss the importance of speed in your customer experience efforts.

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Making it Easy for Customers

Making it Easy for Customers

Released: January 16, 2018 6:00 am

Steve and guest Melissa Meier, a certified customer experience professional and vice president at Walker Information, continue the discussion of the recently published report "Customers 2020: A Progress Report" by describing about how companies can make it easy for their customers to do business.

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The Importance of Personalization

The Importance of Personalization

Released: January 9, 2018 6:00 am

Steve discusses the importance of personalization from the recently released Walker research, "Customers 2020: A Progress Report" with guest Brad Harmon, a certified customer experience professional and vice-president of consulting services for Walker Information.

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