Combining your customer experience and employee experiences can have a tremendous impact on your overall experience efforts. But what does that look like from the data perspective – how do they link and why would it be advantageous? Host Steve Walker welcomes Tanner Smith, senior analyst at Walker, for a discussion on linking CX and EX data and how it benefits the organization's experience programs.
A resource for customer experience (CX) and experience management (XM) professionals. 
Episodes tagged “XO data”
CX pros often need to provide ways for employees across the company to access data from their customer experience programs. This data should be easy to access and quick to interpret on a high level – no time to be downloading tabulated data and fiddling with it in Excel. Dashboards provide a way to aggregate data into a high-level, easy-to-read view, giving CX programs a vital tool in communicating feedback from customers. Host Steve Walker welcomes Gary Szeszycki and Mike Grindstaff, both from Walker, for a discussion on how to plan and build effective dashboards.
CX professionals tend to get excited about some of the new concepts, practices, and technologies that are available to help companies provide the best possible experience for their customers. But it’s easy to get “swept away” by the excitement of how CX is growing and sometimes forget some of the basics of the profession. Host Steve Walker welcome Luke Williams, a distinguished principle XM catalyst at the Qualtrics XM Institute, for a discussion on the basics and how the growing field of experience management - or "XM" - fits into the mix.
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. In part 2 of exploring the ROI of CX, host Steve Walker welcomes Troy Powell and Brad Harmon from Walker to discuss practical ways to use X- and O-data to prove the return on your customer experience efforts.
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.
Steve welcomes Stephanie Thum, chief advisor of federal customer experience at Qualtrics, to discuss how federal agencies are beginning to... View Article