Data is important for customer experience. Providing a great experience is certainly a good thing, but it’s not enough to assume that your program is delivering. You must gather the data necessary to either confirm you’re doing it right, or find you need to make some changes in order to improve your CX. Host Steve Walker welcomes Tim Thoman, President and CEO of Performance Services, a company that designs and constructs high performance buildings, for a discussion on how they integrate customer data into their business' decision-making process.
A resource for customer experience (CX) and experience management (XM) professionals. 
Episodes tagged “data”
In a world that generates thousands of terabytes of data every single day, it's important to be a little picky on what type of data to gather. Customer experience professionals rely on data to understand their customer’s needs. But what data do you collect? How does a CX leader determine what information is meaningful and what is simply noise? Host Steve Walker welcomes Azlan Raj, chief marketing officer of the EMEA at Merkle, for a discussion on how a CX pro determines what kind of data to gather.
Companies often hire implementation specialists to help get their customer listening technology up and running, but don’t do the necessary preparation required to make the process happen smoothly. Guest host Pat Gibbons welcome Walker technology consultants Liz Wallshield and Charlie Rumsey to talk about some of the step companies should take to make the implementation process happen smoothly and on schedule.
Customer experience professionals work with a ton of data, but often find that they don’t have time to read some of the most insightful sources of information: customer comments. Steve welcomes Joyce Gott, a marketing research manager at Anthem, Inc. for a discussion on the importance and value of bringing customer comments to life within your company.
For a discussion on how to move a not-for-profit organization from making decisions based on gut instinct to utilizing customer feedback, Steve welcomes Andrea Krohnberg, senior director of customer experience at the YMCA Twin Cities in Minneapolis. They discuss how she led the effort to make customer insights and data a key decision-making driver in the organization and how it improved their CX efforts.
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.