It's a spooky edition of the CX Leader Podcast as Steve welcomes back Pat Gibbons, SVP and principal of Walker Information, to listen to scary stories of customer experience failures and discuss how they could have been avoided.
A resource for customer experience (CX) and experience management (XM) professionals. 
Episodes tagged “Steve Walker”
Steve introduces a new podcast series in which he explores how companies implement their customer experience programs. Matt Inman and Matt Sharp join Steve to discuss the CX program at Johnson Controls and how to ensure various regional and product programs remain cohesive within a global company.
Businesses often focus on various types of strategies to get ahead in the market: sales strategy, market strategy, customer experience strategy - but do you have a "word-of-mouth" strategy? Steve welcomes New York Times bestselling author Jay Baer to discuss his new book, "Talk Triggers", and how companies can recruit their own customers into becoming marketing volunteers.
Steve continues with the Luminaries of CX series in a discussion with Diane Magers, the interim CEO of the Customer Experience Professionals Association on what skills make the best CX pros and her views on the future of the profession.
Host Steve Walker welcomes Megan Burns, CEO of Experience Enterprises, as the next guest in the Luminaries of CX series. The conversation includes how Burns started her career in the CX space and what the future holds for the customer experience industry.
Host Steve Walker welcomes the CEO of Customer Think Corporation and the founder and editor-in-chief of CustomerThink.com Bob Thompson to discuss how he started in the customer experience industry and his thoughts on the future of the CX movement.
In the fourth episode of the CX technology series, Steve discusses the perspective from the technology provider with Kirk Baetens who is a global partner manager for Qualtrics, a world-class provider in experience management software and Walker’s technology partner.
In a continuing series on technology, Steve welcomes Mike Grindstaff to the podcast for a discussion on getting the most out of your technology and how to gauge success by defining your goals.
In the first of a series of episodes devoted to technology, Steve welcomes Brian Kovacs, chief information officer at Walker, for a discussion on why it's critical for CX leaders to be knowledgeable about what technology is available to improve the customers’ experience.
The phrase “healthcare is broken” is often used to describe the health services industry in America, but what does that mean? Steve welcomes the co-founder and president of OurHealth, Dr. Jeff Wells, and they discuss what it means to provide better experiences for patients and how that compares to the customer experience space.