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

The C-Suite Elite

The C-Suite Elite

Released: January 21, 2020 6:00 am

On the 100th episode of The CX Leader Podcast, host Steve Walker interviews his friend and mentor Dwaine Canova, CEO of Zynity, a company that provides online tools for organizational Leaders. Dwaine discusses his new book, "Elite Executive Teams," and how executive leadership should be the driving force in making customer experience a priority in your company.

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Spinning-off without getting dizzy

Spinning-off without getting dizzy

Released: January 14, 2020 6:00 am

Corporate changes such as spinning off a part of a company or rebranding can have dramatic effects on customer experience, so tooling your CX program for the disruption is critical. Pat Gibbons guests hosts with guests Rafael Chavez and Kory Weisman from Clarios, formerly known as Johnson Controls Power Solutions, to discuss how they navigated their CX programs during big changes within their company.

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Putting the “customer” into customer experience

Putting the “customer” into customer experience

Released: January 7, 2020 6:00 am

It's easy for companies to look at data and make assumptions about their customers’ needs, but truly placing the customer central to your business means considering them in all business decisions. Host Steve Walker welcomes back to the podcast the founder and CEO of CX Journey Annette Franz to discuss her new book "Customer Understanding: Three Ways to Put the 'Customer' in Customer Experience (and at the Heart of Your Business).”

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AI, YOLO, and Trends into 2020

AI, YOLO, and Trends into 2020

Released: December 17, 2019 6:00 am

As 2019 comes to an end, Steve welcomes Walker colleagues Sonya McAllister, Brad Harmon, and Troy Powell back to the podcast for a discussion on what they felt was significant for CX in 2019 and predictions on trends in customer experience into 2020.

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Experience Management 101, Part 2

Experience Management 101, Part 2

Released: December 10, 2019 6:00 am

In the second part of a two-part series on the basics of experience management, or "XM," Steve welcomes back Aimee Lucas from the Qualtrics XM Institute to discuss the six competencies CX leaders need to have to maximize their experience management efforts: lead, realize, activate, enlighten, respond, and disrupt.

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Experience Management 101, Part 1

Experience Management 101, Part 1

Released: December 3, 2019 6:00 am

Experience Management, or “XM”, is a newer term in the area of customer experience and CX professionals will certainly be hearing more about how XM will impact their programs. Steve welcomes Aimee Lucas from the Qualtrics XM Institute to provide an overview of experience management and how it impacts CX professionals’ efforts within their companies.

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CX Horror Stories II

CX Horror Stories II

Released: October 29, 2019 6:00 am

Hosts Steve Walker and Pat Gibbons present another frightful episode of CX Horror Stories - tales of customer experience gone bad. This year's scary offerings include healthcare, travel, and automotive repair.

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Globalization and CX

Globalization and CX

Released: October 15, 2019 6:00 am

With more companies moving to globalizing their business, it can be easy to overlook the implications of not considering cultural differences required for CX programs in different countries. Steve welcomes back Bob Azman, a CX professional with over 40 years of experience and founder and CXO of Innovative CX Solutions, to discuss why companies should consider the customer experience in the context of other countries and cultures.

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The Non-customer-facing Employee

The Non-customer-facing Employee

Released: October 1, 2019 6:00 am

It’s easy explaining how front-line employees directly influence the customer’s experience. But it’s more difficult for non-customer-facing to see how their contributions impact CX. Steve welcomes Maureen Cook, customer experience specialist at Ciena, to discuss the ways they show ALL their employees how they affect customer experience.

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Immersing in the Customer’s Experience

Immersing in the Customer’s Experience

Released: August 27, 2019 6:00 am

Building customer empathy is an important aspect to your customer experience program and trying to teach that to your organization is not easy. Steve welcomes Serena Riley, the customer experience senior Manager at LLamasoft, to describe how she used immersive experiences to help employees understand the customer’s point of view within a phase of their journey.

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