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

Trends into 2021

Trends into 2021

Released: December 15, 2020 • Episode #146

2020 was quite the ordeal! It goes without saying that the number one influencer of how companies designed and executed their customer experience was the COVID pandemic, making 2020 a year that the world would look forward to leaving behind. Host Steve Walker welcomes Walker colleagues Sean Clayton, Ryne Fanning, Sonya McAllister, and Rahissa Winningham for a look at how the pandemic influenced CX in 2020 and what we have to look forward to in 2021.

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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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AI, YOLO, and Trends into 2020

AI, YOLO, and Trends into 2020

Released: December 17, 2019 • Episode #97

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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Human Duct Tape

Human Duct Tape

Released: January 24, 2019 • Episode #52

Pat Gibbons guest hosts this episode with guest Jeanne Bliss, founder and president of CustomerBliss, consultant, and thought leader on customer experience. Jeanne and Pat discussion her books, how she began her career in CX, and how customer experience leaders needs to remember the human side to how they approach CX within their companies.

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From CRM to CX

From CRM to CX

Released: September 18, 2018 • Episode #37

Host Steve Walker welcome 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.

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