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

Meeting Expectations

Meeting Expectations

Released: April 13, 2021 • Episode #161

It’s important for those leading a company’s CX efforts to make certain the customer experience delivered by your front-line employees matches the customer’s expectations. And that means your employees need to understand your brand and the expectations it promises. Host Steve Walker welcomes Chris Wallace, co-founder and president of the InnerView Group, for a discussion on how to ensure your front-line employees deliver the experience promised by your brand.

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Round and Round We Go

Round and Round We Go

Released: April 6, 2021 • Episode #160

CX professionals understand the difficulties in expanding existing programs: organizational silos, by-in from leadership, sunsetting older programs… It’s a stressful task. However, a recent study by the Qualtrics XM Institute discovered that programs successful at expanding throughout their company have a common “cycle” to how they operate. Host Steve Walker welcomes Ben Granger, the principal XM catalyst at the Qualtrics XM Institute to discuss the “XM Diffusion Cycle,” a “set of techniques that allow organizations to strategically expand [experience management].”

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Listen, then make it better

Listen, then make it better

Released: March 30, 2021 • Episode #159

An area critical for many companies is their product and customer feedback can play a critical role in how designers and engineers develop and improve a product, so it’s important to gather the right data. Host Steve Walker welcomes guest Myles Grote from Upper Hand, a provider of full-suite sports and fitness management software, to discuss how customer feedback informs product decisions.

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Conversational Data

Conversational Data

Released: March 23, 2021 • Episode #158

Companies often get stuck between the data gathering and discovering meaningful insights into how they can better their customer’s experience. Especially when you’re talking about qualitative data – conversational, open-ended data that can be difficult to quantify. But there are tools that will allow a CX pros to utilize the vast amounts of "conversational data" that companies collect. Host Steve Walker welcomes Matt Dixon, chief product and research officer, and Ted McKenna, SVP for product at Tethr for a discussion on how customer experience leaders can take advantage of the vast amounts of qualitative data typically collected by companies.

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The Laws of Experience Management

The Laws of Experience Management

Released: March 16, 2021 • Episode #157

There are certain truths within the practice of customer experience that CX pros often observe. But when something becomes a “law”, like the laws of nature, that has a much more fundamental connotation. Host Steve Walker welcomes Isabelle Zdatny, an XM Catalyst and certified customer experience professional at the Qualtrics XM Institute, to discuss “The Six Laws of Experience Management” which helps companies understand the realities of human behavior within the context of XM.

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The ROI of Customer Experience: Part 2

The ROI of Customer Experience: Part 2

Released: March 9, 2021 • Episode #156

Customer experience pros are often tasked with proving the ROI of CX within an organization. Utilizing experience data – or “X-data” – combined with operational data – or “O-data” – can be an effective tool in proving ROI of your CX efforts. In part 2 of exploring the ROI of CX, host Steve Walker welcomes Troy Powell and Brad Harmon from Walker to discuss practical ways to use X- and O-data to prove the return on your customer experience efforts.

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The ROI of Customer Experience: Part 1

The ROI of Customer Experience: Part 1

Released: March 2, 2021 • Episode #155

Customer experience pros are often tasked with proving the ROI of CX within an organization. Utilizing experience data - or "X-data" - combined with operational data - or "O-data" - can be an effective tool in proving ROI of your CX efforts. Host Steve Walker welcomes guests Troy Powell and Brad Harmon from Walker to discuss the findings in Walker's new report "Deliver More Value with X- and O-data" and how CX pros can make the case for customer experience.

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CX in Healthcare

CX in Healthcare

Released: February 23, 2021 • Episode #154

Arguably, healthcare is a unique industry in which lives literally are on the line. So how do healthcare companies and providers plan and execute customer – or in this case, “patient” – experience? Host Steve Walker welcomes guest Patty Riskind, head of global healthcare at Qualtrics, an experience management company, to discuss the importance of gathering feedback to help both the patients and the front-line of the healthcare workforce.

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Proving the Value of Customer Experience

Proving the Value of Customer Experience

Released: February 16, 2021 • Episode #153

How do you gain the support for customer experience from stakeholders? By proving the value of customer experience. Host Steve Walker welcomes Bob Thompson, CEO of Customer Think, , a global online community of business leaders. They discuss the findings in their recent report on “Best Practices to Prove the Business Value of Customer Experience” which highlights how CX professionals can, “show that improving experience will deliver value to the customer and the business.”

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Insightful Video

Insightful Video

Released: February 9, 2021 • Episode #152

It’s no secret that within the social media and marketing worlds, video is a highly engaging medium. If it works to push your company’s message out to the world, why wouldn’t it work in reverse – as a way to collect feedback from your customers? Host Steve Walker welcomes Jenn Vogel, VP for marketing at Voxpopme, a company specializing in uncovering human insights with video survey software, to discuss using video to gather customer insights.

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