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

What is the Walker Loyalty Matrix?

What is the Walker Loyalty Matrix?

Released: November 30, 2023 • Episode #4

Companies often struggle with knowing their customer's needs and why they actually stay customers. Are they happy? Are they looking elsewhere for their needs? Why are they not happy? Segmenting these customers into a loyalty scale is common, but not necessarily actionable. On this episode of The CX Leader Quick Tips Minicast, Michelle Buretta, a vice president at Walker, shares how the Walker Loyalty Matrix™ provides businesses with a practical means to leverage the voice of the customer for improved business performance.

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Thank You for Your Service

Thank You for Your Service

Released: May 31, 2022 • Episode #219

One of the best institutions to learn leadership skills is the military. Veterans often become some of the best business leaders in their fields. So how does military life translate into becoming an effective customer experience leader? Host Steve Walker welcomes Michelle Buretta, a vice president and CX strategic advisor at Walker, for a discussion on how her service in the Army prepared her to be a customer experience leader.

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