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

The Personalized Experience

The Personalized Experience

Released: February 2, 2021 • Episode #151

The CX pro has many tools at their disposal but few are as powerful than the ability to adapt to a customer’s needs quickly and deliver a positive experience. The need for personalization cannot be understated, but how do you develop the relationships required to help deliver a personalized experience that differentiates your company from the rest? Host Steve Walker welcomes Shane Murphy Reuter from Intercom to discuss the importance of personalizing the customer experience.

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It’s the little things

It’s the little things

Released: October 13, 2020 • Episode #137

A driving factor for any business to be successful is the ability to differentiate - setting your company apart from the competition by creating great experiences for your customers. Three ways to do that is with personalization, ease, and speed – and its the first of these three that our guest is going to talk about today. Host Steve Walker welcomes Marcus Hall, president and partner at California Closets, for a discussion about not only personalizing the product, but the experience as well.

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The Importance of Personalization

The Importance of Personalization

Released: January 9, 2018 • Episode #1

Steve discusses the importance of personalization from the recently released Walker research, "Customers 2020: A Progress Report" with guest Brad Harmon, a certified customer experience professional and vice-president of consulting services for Walker Information.

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