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

Flying Cars and Hoverboards

Flying Cars and Hoverboards

Released: February 18, 2020 6:00 am

Several years ago, many companies made predictions on the state of the customer experience industry. Walker was no exception, having published a widely referenced report, “Customers 2020.” Now having reached that milestone year in CX, guest host Pat Gibbons and CX thought-leader and Walker’s vice president of strategy and analytics discuss what was covered in that report, highlighting predictions that came true, those that didn’t, and covering what was missed altogether.

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Automating (some of) your CX

Automating (some of) your CX

Released: February 11, 2020 6:00 am

Customer experience professionals sometimes hit that wall of having to handle a high volume of tasks and customer interactions but there isn’t the peoplepower or resources to keep up. Strategically add a little automation to your processes and you could have a powerful CX tool that allows the customer to personalize their experience and relieve strained resources. Guest host Pat Gibbons welcome Ejieme Eromosele, Vice President of Customer Success at Snaps, to discuss the advantages of using automation and A.I. in your customer experience.

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Birds of a Feather

Birds of a Feather

Released: November 19, 2019 6:00 am

Like any other profession, CX professionals need to stay up-to-date on best practices, find new ideas for programs, and learn how customer experience works in other companies. Many resources exist to help - including this podcast - but sometimes you need to meet with like-minded professionals face-to-face. Guest host Pat Gibbons welcomes guests Branden Schossler and Gary Batroff to discuss how they help start local networking groups to help colleagues develop professionally.

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Wear Comfortable Shoes

Wear Comfortable Shoes

Released: November 12, 2019 6:00 am

Immersive experiences can be a powerful tool to demonstrate the customer experience, but for patients at a hospital, it can be impactful - and emotional - for the leadership of an organization. Guest host Pat Gibbons welcomes guest Karen Cernock from Indiana University Health to discuss how an immersive experience for their board developed into a program throughout the organization.

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Keep Your Customers

Keep Your Customers

Released: November 5, 2019 6:02 am

Guest host Pat Gibbons interviews author Ali Cudby about her new book "Keep Your Customers," which discuss how companies can create loyal customers and slow customer turnover.

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CX Horror Stories II

CX Horror Stories II

Released: October 29, 2019 6:00 am

Hosts Steve Walker and Pat Gibbons present another frightful episode of CX Horror Stories - tales of customer experience gone bad. This year's scary offerings include healthcare, travel, and automotive repair.

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The State of CX Management

The State of CX Management

Released: October 22, 2019 6:39 am

The Qualtrics XM Institute released their report “The State of Customer Experience Management, 2019” which assesses how companies are doing with their CX efforts. Guest host Pat Gibbons welcome Isabelle Zdatny from the XM Institute to discuss their findings and some of the key takeaways from the report.

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Do Your Homework

Do Your Homework

Released: October 8, 2019 6:00 am

Companies often hire implementation specialists to help get their customer listening technology up and running, but don’t do the necessary preparation required to make the process happen smoothly. Guest host Pat Gibbons welcome Walker technology consultants Liz Wallshield and Charlie Rumsey to talk about some of the step companies should take to make the implementation process happen smoothly and on schedule.

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The CX Juggernaut

The CX Juggernaut

Released: April 2, 2019 6:00 am

Johnson Controls is a huge company, with over 100 brands in over 150 countries, and managing a global customer experience program is no small undertaking. Guest host Pat Gibbons interviews Johnson Control's Matt Inman on how the manufacturing industry maintains a CX program.

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