Continuing the Best Practices series, Steve welcomes the chief customer experience officer for the Columbus Metropolitan Library, Alison Circle, for a discussion on CX within the not-for-profit space and how the organization has adapted to disruptions in the normal model for libraries.
A resource for customer experience (CX) and experience management (XM) professionals. 
Episodes tagged “Steve Walker”
Finding time and methods to communicate CX efforts across a company with 900+ employees can be challenging. Steve welcomes guest Mark Slatin to discuss how Sandy Spring Bank synchronizes all their CX efforts through an innovative educational program that includes cross-functional activities.
In the first episode of a new series focusing on best practices for CX professionals, Steve welcomes Jessica Gregory, associate vice president for advisory services and analytics expert to discuss how analyzing customer data can bring you powerful insights to help drive your customer experience program.
An organization's culture is critical to making customer experience work. Steve welcomes Ann Schrader and Denise Hinkeldey from Farm Credit Services to discuss their CX program and how the culture helps motivate employees to keep the customer experience a priority within their company.
In a conversation on customer experience in the healthcare industry, Steve welcomes Robert Tangeman, director of customer experience at Exactech, a healthcare manufacturing company. They discuss the complexity of navigating CX in the healthcare space and how Robert was able to develop a program from scratch.
In a continuing series featuring the luminaries of customer experience, Steve welcomes Bob Azman to the podcast and discusses how he started his CX career, his time leading the CXPA, and his experience in CX on a global scale.
Steve welcomes Kitty Radcliff, vice president at Walker Information, to discuss some of the more notable differences between various industries including health, financial services, and technology.
Customer experience for a global software giant is no small task. Steve's guest Tabitha Dunn, global vice president of customer insights, experience and transformation at software company SAP, describes how she started her career in CX and how she manages customer experience efforts for a global enterprise.
Steve along with Walker's own Sonya McAllister, Brad Harmon, and Jamieson Prala discuss what they experienced at the Qualtrics X4 Summit in Salt Lake City.
A discussion on the importance of executive support and for your CX program and how the organization’s culture can make or break your CX efforts. Steve welcomes customer experience leaders Brian Daniell and Chris Lawton from Deltek to discuss how they developed and continue to maintain a successful customer experience program.