There are many companies today that have embraced customer experience as a key strategic practice, working hard to put the customer first. But there’s often a part of the customer’s journey that is overlooked: when it’s time to pay the bill. Even in a recent episode, our host Pat Gibbons gave an example of a company dismissing customer feedback that identified invoicing as a pain point. So why do companies often adopt this mentality? Host Pat Gibbons welcomes Philip Rürup, founder and CEO of troy, a customer experience focused collections company based in Germany, for a discussion on why CX professionals often overlook the payment process, and why it's worth their attention.
A resource for customer experience (CX) and experience management (XM) professionals. 
Episodes tagged “Pat Gibbons”
If you're a CX professional then you've read your fair share of customer feedback comments. While most CX leaders love to read great comments from customers, there's always feedback that isn't so flattering, and your instinct may be to spring into action to fix whatever it was that caused the less than stellar review. Customer insights can be a powerful change agent, so leveraging feedback can be a great way to influence change within your company. What if we had some advice from someone on the operations side of the business; people who are responsible for implementing the changes that CX leaders suggest? Host Pat Gibbons welcomes Darren Byrne, vice president of global professional services at Wolters Kluwer, a global software solutions company, for a discussion on how CX feedback can be a driver of change within an organization.
Ever see the old classic Alfred Hitchcock movie, “The Birds”? There’s a famous scene when a flock of crows attack a group of fleeing school children, swarming without mercy and terrifying everyone in their path. It sometimes feels like that with A.I. - people pecking and swarming at you to try and integrate it into your business in any way possible. And many CX pros are feeling pressure to find ways of incorporating artificial intelligence into their programs. So how can we approach this technology in a way to have it meaningfully contribute to our CX efforts? Host Pat Gibbons welcomes back Mike Miserendino, founder and president of GravityDrive, an experience design consultancy group, for a discussion on how customer experience professionals can take an objective approach in effectively incorporating A.I. into their CX programs.
Chances are, if you're a regular listener to this show, you at the very least have a healthy respect for customer experience and the value it brings to your organization. But there are a few brands out there that have a following like none other brands like Apple, Costco, Trader Joe's, Chick-fil-A, and, one of our host's personal favorites: Chewy, the online pet supply retailer. These companies are obsessed with customer experience, but what does that mean? And how can you get your company to adopt that mindset? Host Pat Gibbons welcome Marbue Brown, founder of The Customer Obsession Advantage and author of “Blueprint for Customer Obsession,” for a discussion on his new book and why companies need to engage personally, deliver exceptionally, and connect emotionally to their customers.
That’s right - 300 episodes! Walker has been producing this podcast since January of 2018 and collected over 150 hours of content, discussed trends and events that included everything from COVID to artificial intelligence, and met some amazing customer experience professionals along the way. And at the beginning of each year we like to take a look at what to expect in CX over the next 12 months. Host Pat Gibbons welcomes Walker experts Sonya McAllister, Sean Clayton, and Tanner Smith, to reminisce on 2023 and make some predictions about trends moving into 2024.
Let’s face it: not every person is well-suited to be, quote, “customer-facing.” Whether it’s their personality, their specific job requirements, or just their preference or personal talents, some people do better on the “behind the scenes” aspects of the company. And it’s easy to assume a mentality that they don’t necessarily need a customer-centric focus in their work. But an organization’s employee experience can impact not only their perspective of why they do what they do for the company, but also the customer experience. Host Pat Gibbons welcomes AJ Schneider, president of Wheaton World Wide Moving, for a discussion on why it's important all employees - regardless of their interactions with customers - know they are important to CX.
While there is some historical debate on this, Aristotle is widely recognized as one of the early inventors of the scientific method – the way in which we observe, hypothesize, experiment, and gather data. Experimentation is key to logically understanding our world. And just like any other business practice, experimenting with CX can help you gain insights on what works best for your organization in delivering an amazing experience. Host Pat Gibbons welcomes Gabs Dracopoulos, head of global customer success at Intuit, for a discussion on CX experimentation.
There’s so much talk about artificial intelligence these days. With stories of how it is changing the world on so many fronts, customer experience professionals can’t help but explore its impact on their organization’s CX program. And when we think about another common struggle with CX – linking the work of customer experience back to revenue – a little bit of help from machine learning might offer a solution. Host Pat Gibbons welcomes Nikhil Nadiminti, senior program manager ISG for worldwide customer experience at Lenovo, for a discussion on proving CX's value through machine learning.
There's an adage that implies designers and data scientists sometimes don't always see eye to eye. Designers look for esthetics and the functionality while developers and researchers lean towards the data. Why is that? We can all get along and there's no reason why we can't work together! You can use data to create usable and esthetic designs that support excellent customer experiences. Host Pat Gibbons welcomes Caroline Quinlan, digital CX manager for Electric Ireland, for a discussion on how data combined with design thinking can create amazing customer experiences.
In 1989, Evered and Selman put forward the idea that looking at managers as “coaches” creates a better culture for employees. They say, “coaching focuses on discovering actions that enable and empower people to contribute more fully, productively, and with less alienation than the control model entails.” We take the same view here at Walker, where our team leads take the role of coaches to develop CX teams. A lot of those skills translate to leading a CX team in a company – or guiding a whole organization to get onboard with CX initiatives. Host Pat Gibbons welcome Walker expert "Coach Drew" Hall for a discussion on the value of CX coaching.