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

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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Stop, Start, or Change

Stop, Start, or Change

Released: July 27, 2021 • Episode #176

It’s been said a countless number of times on this show: customer experience has never been more important for companies today. The pandemic has changed not only how businesses operate, but how consumers are make purchasing decisions. This has provided CX programs an opportunity to make a huge impact on how companies navigate their way through new territory as we start to see the world emerge from the pandemic. Host Steve Walker welcomes back Jay Baer of Convince and Convert to discuss how CX has - or can - make an impact.

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