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

The ROI of Customer Experience: Part 1

The ROI of Customer Experience: Part 1

Released: March 2, 2021 • Episode #155

Customer experience pros are often tasked with proving the ROI of CX within an organization. Utilizing experience data - or "X-data" - combined with operational data - or "O-data" - can be an effective tool in proving ROI of your CX efforts. Host Steve Walker welcomes guests Troy Powell and Brad Harmon from Walker to discuss the findings in Walker's new report "Deliver More Value with X- and O-data" and how CX pros can make the case for customer experience.

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Next-Level CX

Next-Level CX

Released: September 1, 2020 • Episode #131

In their latest report, "Next-Level CX for B2B Companies," Walker teamed up with the Qualtrics XM Institute to assess the current state of B2B CX. Host Steve Walker welcomes back guest Dr. Troy Powell to discuss the report, highlighting findings of low CX maturity in B2B companies, and how CX leaders can align CX programs and design truly exceptional customer experiences.

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Voice of the Customer through the Employee

Voice of the Customer through the Employee

Released: April 14, 2020 • Episode #112

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.

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Flying Cars and Hoverboards

Flying Cars and Hoverboards

Released: February 18, 2020 • Episode #104

Several years ago, many companies made predictions on the state of the customer experience industry. Walker was no exception, having published a widely referenced report, “Customers 2020.” Now having reached that milestone year in CX, guest host Pat Gibbons and CX thought-leader and Walker’s vice president of strategy and analytics discuss what was covered in that report, highlighting predictions that came true, those that didn’t, and covering what was missed altogether.

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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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The State of Customer Experience

The State of Customer Experience

Released: February 5, 2019 • Episode #54

In a nod to the Presidential State of the Union address, Steve welcomes back guest Dr. Troy Powell for a discussion on the current state of the customer experience space and trends in the industry.

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#Frankensurvey

#Frankensurvey

Released: June 12, 2018 • Episode #23

How's your customer listening "house"? Do you have that one survey that always gets added to and has now become this monstrosity of your CX listening strategy? Steve welcomes Dr. Troy Powell to the podcast to discuss the dangers of not effectively planning your listening architecture and how you can avoid relying on the "Frankensurvey" to gather valuable customer insights.

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The Analytical Leader

The Analytical Leader

Released: March 2, 2018 • Episode #9

Steve welcomes back Dr. Troy Powell, vice president at Walker, to discuss how it's not necessary for CX leaders to know analytics, but it's critical for them to think analytically.

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At the Speed of Customers

At the Speed of Customers

Released: January 23, 2018 • Episode #3

Steve and guest Troy Powell, Ph.D. and vice president of statistical solutions at Walker Information, discuss the importance of speed in your customer experience efforts.

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