As consumers we’ve all interacted in different ways with companies. Sometimes an automated system, online chat, an app on our phones, or even a live human being. But as customer experience professionals, how do we know which channel is the best option and the most preferred by consumers? And how will AI fit into all this? Host Sara Walker welcomes James Scutt, a principle XM strategist at the Qualtrics XM Institute for a look at what their 2023 Global Consumer Study reveals about consumer channel preferences.
A resource for customer experience (CX) and experience management (XM) professionals. 
Episodes tagged “Sara Walker”
What’s the first thing you think of when asked, “how well do you listen?” Many CX professionals might think of their listening systems: surveys, close-loop feedback, listening architectures. Some may say they interact with clients on a regular basis. But what about actively listening? Talking less and letting others express themselves, and then reassuring them that the conversation was worth it. Host Sara Walker welcomes Marisa Schwartz, senior regional medical director for St. Luke’s University Health Network, to discuss the importance of active listening.
We'll bet you've heard this one: you call customer support and encounter an automated system. Despite your best efforts to speak clearly, the voice on the other end of the line can’t understand you. Or, how about when you’ve finally reached someone and they need to transfer you to another agent. After waiting on hold for a while, the second agent finally answers the phone but asks you to explain the problem all over again. That is s a particularly frustrating experience, and you’re not alone according to a recent study by RingCentral and Opinium Research. Host Sara Walker welcomes Jim Payne, director of product marketing at RingCentral, a provider of AI-first cloud-based communication and collaboration solutions, for a discussion about the report's findings and how AI can help ease those customer support pain points.
Maybe it’s a concert headlining Beyonce, U2, or Taylor Swift? Or perhaps your favorite NFL team is playing their rivals this weekend? Perhaps you prefer events that allow for some more personal creative expression like GenCon or Comic-Con? While we have our personal preferences, few things compare to meeting up with thousands of like-minded people or fans for live events. But those gatherings don’t just happen out of the blue, and just like any other business, the experience matters. And ASM Global just released a new study that highlights what audiences are demanding in regards to live event experiences. Host Sara Walker welcomes Alex Merchán, chief marketing officer for ASM Global, a venue management and live event production company, to discuss their recent study on global audience trends.
Conversations around diversity, equity, and inclusiveness have been happening in many companies in the U.S., and healthcare is no exception, especially when it comes to the care patients receive. And listening to patients’ needs and concerns is vital to providing doctors, nurses, administrative staff, and leadership with the insights required to providing equitable care for all their patients. But what does it mean to be “equitable” versus “equal” in the care providers give to their patients? Host Sara Walker welcomes Ariel Davis, head of healthcare provider solution strategy for Qualtrics, and Nicole Richendollar, vice president in our client services at Walker, for a discussion on providing equitable care to patients.
It's an often-misunderstood industry that exists between healthcare and hospitality and includes all the complexities of strict regulation and event management. And to add more complication, it includes an element of emotional support. Funeral homes and cemeteries walk a fine line of making the final arrangements of a loved one as frictionless as possible, all while knowing there are no second chances at delivering a positive experience. Host Sara Walker welcomes Walker expert Hannah Warren for a discussion on managing experiences within the death care industry.
Great customer experiences comes from great employee experiences. It’s something we’ve discussed in several past episodes of this podcast and you can listen to our CX plus EX episodes on cxleaderpodcast.com. But how can you improve employee engagement for a large group of front-line employees, say a call center or large customer support operation? Host Sara Walker welcomes Victoria Stephens, director of client and payment experience at Flywire, a global payment software company, and a CXPA 2023 Emerging Leader award winner, for a discussion on equipping frontline employees for customer experience success.
It goes without saying that designing any kind of product is no easy task. And in the case of software, balancing the engineering needs versus customer expectations can be daunting. Simple things like moving a button from the place it’s been for several versions can cause confusion and frustration. So it’s important to understand customers’ needs and communicate those needs to product designers. Host Sara Walker welcomes Naina Tahnilramani, a senior customer experience manager at Intuit and winner of the 2023 CXPA Emerging Leaders Award, for a discussion on the customer experience when launching new or updated products.
According to a recent Pew Research Center survey, the majority of workers in the U.S. say that focusing on DEI in the workplace is “a good thing.” With so many organizations adopting ways to improve diversity, equity, and inclusion, it seems that we, as CX professionals, should explore ways we can incorporate this important work into our efforts of improving customer experiences. And my guest on this episode has already made progress in incorporating DEI into CX and EX programs. Host Sara Walker welcomes Victor Udoewa, service design lead at the CDC, for a discussion on diversity, equity, and inclusion in CX metrics and programs.
We must warn you: the podcast episode you're about to listen to is filled with frightful tales of deliveries gone wrong, misdirected concert tickets, terrible website engineering, and rental cars that won't start. This can only mean one thing: it's another blood-curdling episode of CX Horror Stories! Hosted by Sara Walker and Gary Szeszycki, guests include Diane Skirvin (Walker), Bill Daughtery (Gibson Teldata), Tyler Morris (Walker), and Kerri Meyer (Qualtrics).