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

The Art of the Science

The Art of the Science

Released: October 20, 2020 • Episode #138

An often-overlooked fact about a customer’s journey is that the experience they have with your company doesn’t always begin with their first interaction with you – customers often become aware of your brand through various immeasurable actions. The creativity of your marketing is often the first impression a potential customer has about your company, so using the science of data to drive the art and creativity of your marketing can be very beneficial. Host Steve Walker welcomes guest Kirsten Williams, chief marketing officer for Episerver, for a discussion on how to drive creativity with data.

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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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Celebrating CX Day 2020!

Celebrating CX Day 2020!

Released: October 6, 2020 • Episode #136

There's never been a better time to be a CX professional, and today's episode explores the best the profession has to offer and why customer experience and experience management is critical to a businesses success. Host Steve Walker welcomes guests Sandy Mathis, Rosa Carbajal, and Johnathan Ruchman to discuss why they believe customer experience is such a great profession and how CX can be one of the best investments for a company.

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Empowering Your Customers

Empowering Your Customers

Released: September 29, 2020 • Episode #135

Competitive retail electricity markets give consumers a choice of who will supply their electricity. Only 18 states in the U.S., including Washington D.C., have introduced these types of markets, giving consumers a choice in who generates their electricity. This, of course, has a significant impact on how a utility company approaches customer experience. Host Steve Walker welcomes guests Suzie Dieth and Scott Burns from Reliant Energy, an NRG company and electric utility headquartered in Houston, Texas, to discuss how customer experience works in a retail utility market.

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Discovering the “Why”

Discovering the “Why”

Released: September 22, 2020 • Episode #134

Educational institutions are beholden to a different type of customer: students. Discovering how students experience the education and services they receive from one of the largest community colleges in the nation requires a substantial experience program. Host Steve Walker welcomes guests Matt Ashcraft and Meredith Warner from Maricopa Community Colleges to discuss experience management within an educational institution and the differences between higher education and for-profit organizations.

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Cheers!

Cheers!

Released: September 15, 2020 • Episode #133

Have you ever been at a business meeting with a client or colleagues and wondered, “should I order wine? What wine do I get? How many should I drink?” Mixing business with alcohol can be tricky and sometimes an awkward subject. Host Steve Walker welcomes guest Jim Schleckser, author of the new book Professional Drinking: A Spirited Guide to Wine, Cocktails, and Business Entertaining," for helpful advice on how to keep it fun AND professional.

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What’s Trending Today?

What’s Trending Today?

Released: September 8, 2020 • Episode #132

These past few years have seen some amazing changes in the customer experience space. And these past few months responding to the COVID pandemic has tested and proven the importance of CX. As our understanding of customers’ needs becomes more refined, experience management professionals are finding ways to innovate, setting trends that help further define how we approach customer experience. Host Steve Walker welcomes guest Dutta Satadip, global head of customer success and operations at Pinterest, to discuss some of today's more prominent trends in customer experience.

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Next-Level CX

Next-Level CX

Released: September 1, 2020 • Episode #131

In their latest report, "Next-Level CX for B2B Companies," Walker teamed up with the Qualtrics XM Institute to assess the current state of B2B CX. Host Steve Walker welcomes back guest Dr. Troy Powell to discuss the report, highlighting findings of low CX maturity in B2B companies, and how CX leaders can align CX programs and design truly exceptional customer experiences.

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Are you ready for a party?

Are you ready for a party?

Released: August 24, 2020 • Episode #130

Each year on the first Tuesday in October, the Customer Experience Professionals Associate - or CXPA - encourages professionals and companies to take some time to recognize the importance of this practice and celebrate the ways they strengthen the customer experience within their own company. Host Steve Walker welcomes guests Gabe Smith and Derik Iverson of CXPA to discuss how companies can celebrate their accomplishments and customers on "CX Day."

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Putting the Customer back into CRM

Putting the Customer back into CRM

Released: August 18, 2020 • Episode #129

Many businesses today use a customer relationship management platform, or “CRM” to help organize how they interact with their customers and prospects. But how customer-centric are these platforms, and do they truly help put the customer at the heart of your business? Host Steve Walker welcomes guest Jake Sorofman, president of MetaCX, to discuss how his company plans to put the “customer” back into “CRM.”

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