There can be many cogs in the machine that is customer experience, and making certain they all align is important if that “machine” is to function correctly. Host Steve Walker and guest Ted Bernard, a managing principal at Invantage Group, discuss how making certain the many pieces of CX, like customer support, align with your overall customer experience strategy.
A resource for customer experience (CX) and experience management (XM) professionals. 
Episodes tagged “Steve Walker”
Utilities are a vital part of everyday living in modern times: it’s our power, heat, communication, and, of course, our source of water, which is the only utility consumable by humans. This presents a different level of complexity and challenges for a company preparing and treating water for customers. Host Steve Walker welcomes guest Georgetta Parisi, vice-president for customer operations at Aqua, an Essential utility company that provides water and wastewater services to more than 3 million people across 8 states. They discuss the importance of empathy when providing critical products and services to customers.
Companies around the world are having to adjust their operations in response to COVID-19, and customer experience leaders are finding that you cannot continue in a “business as usual” mentality. CX programs need to adapt along with the overall business. While their toolbox might be fairly well-stocked, these unprecedented times are leaving some CX pro’s and executives frustrated on next steps, wondering how to continue to collect insights and feedback while not appearing insensitive to the current global situation. Host Steve Walker welcomes guest Brian Stucki, an executive vice president and general manager of Customer Experience Business at Qualtrics, a leading experience management platform, to discuss how companies need to step back from focusing on metrics and look to the "human side" during a crisis.
CX leaders today are having to make critical decisions on whether they should bother customers for feedback or find other ways to gather insights. Luckily there are tools in our CX toolbox that can help CX pros collect feedback, and unstructured voice of the customer is one of those tools. Host Steve Walker welcomes Cary Cusumano, a certified customer experience professional and principal client partner in customer experience design for Verizon to discuss ways to reconstruct the customer journey without using surveys or other potentially intrusive practices.
CX leaders are often tasked with managing change throughout the company in order to create an exceptional customer experience, and building relationships is key to helping manage that change. But when life is disrupted on a global scale, it's critical that everyone in the company trusts each other to make certain the customer's experience is not sidelined. Host Steve Walker welcomes guest Stuart Gilchriest, a certified customer experience professional with Hertz, the global car rental company, for a discussion on how taking the time to building relationships within the company can help in times of crisis.
Companies are often hesitant to actively seek feedback during crisis situations and that can affect your customer listen programs. But there are ways in which employees can be a source of customer insights. Host Steve Walker welcomes back Dr. Troy Powell, vice president of strategy as Walker, to discuss how a voice of the customer through the employee program, or "VOCE," can continue to provide a means to listen to customers without actively soliciting feedback from customers.
Businesses and organizations are facing a new operational reality that affects customers and employees, and as a CX professional, you and your company need to be prepared to effectively manage crisis situations. Host Steve Walker welcomes Jennifer Dzwonar, a partner at Borshoff, a PR agency known for their work in crisis and community relations, and discuss how CX professionals can help communicate with customers during difficult times.
“Social distancing” has become the term saturating the news and social media. Experts all agree that the best way to fight the spread of the coronavirus is to keep distance from others, when possible, and practice some basic hygiene, like washing our hands. That makes things a bit difficult for CX professionals who are used to leading exercises like journey mapping and other workshops that require people to collaborate in the same space. Host Steve Walker and guest Kristina Kittle, vice president of advisory services, discuss ways CX leaders can move to virtual workshop experiences.
The ability for computers to adapt and respond to real-time data provides value to companies needing to streamline business processes. And CX pros have not ignored the potential for this technology to provide better experiences for their customers. Host Steve Walker welcomes guests Sarah Simon, a CX Design Partner for Verizon Business, and Erin Van Remortel, a strategic account executive with Astute Solutions, for a discussion on when A.I. can help - or hinder - your CX efforts.
What is the role of customer experience during a crisis? Host Steve Walker and guests Jonathan Ruchman, CCXP, and Senior Director of Customer Experience at Brookdale Senior Living, and Michelle Morris, CCXP, a Customer Experience Design Partner at Verizon and member of the board of directors for the Customer Experience Professionals Association, discuss the important role customer experience professionals and other customer-focused leaders play in times of disruption and crisis.