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

The Common Purpose

The Common Purpose

Released: October 19, 2021 • Episode #188

The advantage of experience management (or "XM") is the holistic view of experience across the company. By leveraging customer and employee data together, companies can take their experience programs to the next level. But what companies are applying this practice and how’s it working out for them? Host Steve Walker welcomes Jennefer Pursifull, VP of marketing and sales, and Sharon Bislich, director for marketing, communication, and engagement – both from Medxcel, a healthcare facilities management company - to discuss how they successfully built their program to empower their employees to create better experiences for their clients.

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Effectively Combining CX and EX

Effectively Combining CX and EX

Released: September 14, 2021 • Episode #183

The importance of the employee engagement has been featured on this podcast throughout several episodes. And while there is a strong connection between engaged employees and engaged customers, the two programs are typically separate. Employee experience is run by HR, customer experience is run by CX pros, and the two typically don’t interact much. However, that seems to be changing and experience management leaders are seeing applications for the two to come together. Guest host Pat Gibbons welcome back Troy Powell for a discussion about Walker's new report, "Effectively Combining CX and EX."

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Culture Starts with You

Culture Starts with You

Released: August 10, 2021 • Episode #178

Companies regularly hire experienced professionals from outside their organization. But they can’t tell from a resume how good of a culture fit the new leaders will be. And employees frequently find that to grow their skills, they need to go to another company – often leaving a company that is a good fit for them. So how can you solve both problems at once? Host Steve Walker welcomes Jeff Epstein, founder of Onboard.io, for a discussion on creating the right culture for employees which ultimately creates better customer experiences.

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The Ingredients to Make an Impact

The Ingredients to Make an Impact

Released: August 3, 2021 • Episode #177

Customer experience professionals have an opportunity to help create a genuine and lasting impact on their companies. But like any other aspect of an organization, there are some key elements – or “ingredients” – they need to make the right impact. And each company’s needs will be different, so it's important to know what ingredients are needed for their specific situations. Host Steve Walker welcomes Stacey Nevel, director of voice of the customer at Prudential Financial and a member of the board of directors for the Customer Experience Professionals Association (CXPA), for a discussion on what ingredients are needs to create an impactful CX program.

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The Magical Experience

The Magical Experience

Released: May 4, 2021 • Episode #164

Many people have experienced a visit to a theme park, but the theme park experiences provided by The Walt Disney Company are arguably some of the best. However, it’s not easy creating the “magical” world that guests have come to enjoy. Ensuring the employees – or “cast members” – provide that magical experience is crucial, which means it’s essential the employee’s experience is high priority. Guest host Pat Gibbons welcomes Francesca Tempestini, a former cast member at Disneyland Paris and one of the contributing authors of the new book “Customer Experiences 3," to discuss how companies can take some cues from "the happiest place on earth."

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Adapt and Adopt

Adapt and Adopt

Released: April 27, 2021 • Episode #163

It’s been over a year since a global pandemic has forced companies and organizations across the globe to rethink how they do work. While not an option for many companies, some began moving their operations to a work from home model, and it’s a trend that most CEO’s think will not go away. So how will this new work trend affect the employee and customer experience? Host Steve Walker welcomes Shanika Ofori, director of key accounts at 5CA, a company specializing in work-from-home global CX, for a discussion on how the work-from-home environment affects employee and customer experience.

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From “Me” to “We”

From “Me” to “We”

Released: January 26, 2021 • Episode #150

For almost a year now many companies have had to work remotely - changing the way in which their employees interact and some companies had an easier time absorbing that change than others. Knowing that the employee’s experience can have a direct effect on the customer experience, it’s important to explore all aspects of how CX can be improved. Host Steve Walker welcomes Shelly Langona, president of RJE Business Interiors, and Sam Julka, the president and founder of DORIS research, to discuss their recent study on workforce collaboration and productivity and how it can be affected by the workplace environment.

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It’s About People

It’s About People

Released: June 30, 2020 • Episode #123

As the CX industry continues to evolve, we learn more about the importance of a holistic experience across several aspects of the company – the new “experience management”, or “XM”, model. An important piece of XM is the relationship of how the employee experience drives the customer experience. Host Steve Walker welcomes guest Shane Green, a keynote speaker, consultant, television personality, and author of “Culture Hacker: Reprogramming Your Employee Experience to Improve Customer Service, Retention, and Performance” for a discussion on how the employee experience affect the customer experience.

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That’s a big CX program… and EX too!

That’s a big CX program… and EX too!

Released: June 16, 2020 • Episode #121

Larger companies can sometime pose unique challenges to customer experience programs. CX leaders often have to navigate complicated business structures and, of course, the ever-so-frustrating “silos” that can exist in organizations. And if a company grows through acquisitions, it can be a challenge to integrate the existing customer experience programs. But it’s not impossible to innovate – regardless of the company’s size or age. Host Steve Walker welcomes guest Jen Zamora, Senior Global Director of Customer Experience & Employee Experience at Dow, the multinational materials science company, to discuss how a company the size of Dow manages CX and EX of their size and through corporate change.

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