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

The Business-Savvy CX Leader

The Business-Savvy CX Leader

Released: April 3, 2018 • Episode #13

An effective CX leader will utilize the thought process needed to understand the key components of a situation and comprehend the consequences of actions. Steve welcomes Noah Grayson, a CX professional and senior vice president at Walker, to discuss the trait of being a business savvy CX leader.

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Being a Catalyst for CX Change

Being a Catalyst for CX Change

Released: March 27, 2018 • Episode #12

As CX professionals, we are looking to make a difference, engage our organizations and drive meaningful change on behalf of the customer. The problem is being that catalyst for change in organizations can be difficult. Steve welcomes guest Allison Grayson, a certified CX professional and vice president at Walker, to discuss strategies to help drive meaningful change in your CX program.

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Being Innovative

Being Innovative

Released: March 20, 2018 • Episode #11

Disrupting the status quo can sometimes lead to innovative solutions when it comes to CX, and Steve discusses this trait with Walker senior vice president and customer experience professional Sean Clayton.

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The Analytical Leader

The Analytical Leader

Released: March 2, 2018 • Episode #9

Steve welcomes back Dr. Troy Powell, vice president at Walker, to discuss how it's not necessary for CX leaders to know analytics, but it's critical for them to think analytically.

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Do Me a Favor

Do Me a Favor

Released: February 27, 2018 • Episode #8

Steve welcomes guest Sonya McAllister to discuss how CX leaders need to be influential - persuading other people and teams to engage and join in efforts to create a customer experience that provides a competitive advantage.

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Teamwork Makes the Dream Work

Teamwork Makes the Dream Work

Released: February 20, 2018 • Episode #7

Steve welcomes guest Sonya McAllister to discuss how CX leaders need to be influential - persuading other people and teams to engage and join in efforts to create a customer experience that provides a competitive advantage.

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Communicating Your CX Message

Communicating Your CX Message

Released: February 13, 2018 • Episode #6

In the third of the series "10 Traits of Effective CX Leaders," Steve welcomes guest Kristina Kittle, a consultant at Walker Information, to help explain the importance of communication skills as a trait for effective CX leaders.

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Experience is Knowledge

Experience is Knowledge

Released: February 6, 2018 • Episode #5

In the second of this 10-episode series, Steve welcomes back guest Melissa Meier, a certified customer experience professional and vice president of Walker Information, to discuss the importance of being knowledgeable in your field as a CX leader.

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The Passionate CX Leader

The Passionate CX Leader

Released: January 30, 2018 • Episode #4

This episode begins a 10-part series where host Steve Walker invites guests to highlight the ten traits of an effective CX leader. Lauri Jones, a certified customer experience professional and vice president of Walker Information, discusses the trait of being passionate.

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