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

Once Upon a Time…

Once Upon a Time…

Released: August 24, 2021 • Episode #180

When we talk about “experiences” it’s often from a holistic point of view – through the lens of “experience management”, or “XM.” But how do you connect the customer with the employees, or the employees with the brand? One way is through the use of storytelling, which can be particularly effective in building empathy and understanding. Host Steve Walker welcomes Bruce Temkin, head of the XM Institute, for a discussion on how storytelling can build customer empathy and lead to better customer experience.

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The Human Experience

The Human Experience

Released: July 7, 2020 • Episode #124

Customer experience is quickly gaining world-wide adoption. Companies around the globe are realizing the importance of providing the best experience possible for their customers. Understanding and empathizing with customers is a critical component to CX, and that includes understanding cultural differences and expectations. Host Steve Walker welcomes guest Ian Golding, an influential consultant in CX with worldwide experience in several different industries to discuss CX across the globe.

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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.

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