Ranked #1
Experience Management 101, Part 1
Experience Management 101, Part 1
Experience Management, or “XM”, is a newer term in the area of customer experience and CX professionals will certainly b... Read more
3 Dec 2019
•
25mins
Ranked #2
CX Champions
CX Champions
An organization's culture is critical to making customer experience work. Steve welcomes Ann Schrader and Denise Hinkeld... Read more
7 May 2019
•
24mins
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Ranked #3
AI, YOLO, and Trends into 2020
AI, YOLO, and Trends into 2020
As 2019 comes to an end, Steve welcomes Walker colleagues Sonya McAllister, Brad Harmon, and Troy Powell back to the pod... Read more
17 Dec 2019
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29mins
Ranked #4
What to do with all this data
What to do with all this data
In the first episode of a new series focusing on best practices for CX professionals, Steve welcomes Jessica Gregory, as... Read more
4 Jun 2019
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17mins
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Ranked #5
The State of CX Management
The State of CX Management
The Qualtrics XM Institute released their report “The State of Customer Experience Management, 2019” which assesses how ... Read more
22 Oct 2019
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27mins
Ranked #6
Don’t Forget the Customer in Your Customer Journey Map
Don’t Forget the Customer in Your Customer Journey Map
Creating a meaningful journey map can be a lengthy and expensive process and it's tempting to cut corners. Steve's guest... Read more
13 Aug 2019
•
25mins
Ranked #7
Becoming Customer(s)-Centric
Becoming Customer(s)-Centric
It's not easy moving toward a customer-centric mindset, and Steve's guest is concerned that companies too often forget t... Read more
3 Sep 2019
•
25mins
Ranked #8
Starting from Scratch
Starting from Scratch
It might sound like more work but sometimes building a CX program from the ground up has its advantages. Steve welcomes ... Read more
23 Jul 2019
•
22mins
Ranked #9
The Story of the Customer
The Story of the Customer
Customer experience professionals work with a ton of data, but often find that they don’t have time to read some of the ... Read more
16 Jul 2019
•
20mins
Ranked #10
It's "Client" Experience
It's "Client" Experience
Every company has their own unique set of challenges when it comes to providing an exceptional customer experience, and ... Read more
28 Jan 2020
•
25mins
Ranked #11
Experience Management 101, Part 2
Experience Management 101, Part 2
Steve welcomes back Aimee Lucas form the Qualtrics XM Institute to discuss the six competencies CX leaders need to have ... Read more
10 Dec 2019
•
21mins
Ranked #12
Keep Your Customers
Keep Your Customers
Guest host Pat Gibbons interviews author Ali Cudby about her new book "Keep Your Customers," which discuss how companies... Read more
5 Nov 2019
•
21mins
Ranked #13
Across Industries
Across Industries
Steve welcomes Kitty Radcliff, vice president at Walker Information, to discuss some of the more notable differences bet... Read more
16 Apr 2019
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14mins
Ranked #14
Birds of a Feather
Birds of a Feather
Like any other profession, CX professionals need to stay up-to-date on best practices, find new ideas for programs, and ... Read more
19 Nov 2019
•
27mins
Ranked #15
A Whole Lotta CX
A Whole Lotta CX
Customer experience for a global software giant is no small task. Steve's guest Tabitha Dunn, global vice president of c... Read more
9 Apr 2019
•
24mins
Ranked #16
A Prescription for Subscription
A Prescription for Subscription
B2B companies are beginning to move into more subscription-based services, another influence from the B2C space. Steve w... Read more
17 Sep 2019
•
27mins
Ranked #17
Meeting in a Box
Meeting in a Box
Finding time and methods to communicate CX efforts across a company with 900+ employees can be challenging. Steve welcom... Read more
18 Jun 2019
•
25mins
Ranked #18
The Role of CX During a Crisis
The Role of CX During a Crisis
What is the role of customer experience during a crisis? Host Steve Walker and guests Jonathan Ruchman, CCXP, and Senior... Read more
17 Mar 2020
•
24mins
Ranked #19
CX Horror Stories II
CX Horror Stories II
Hosts Steve Walker and Pat Gibbons present another frightful episode of CX Horror Stories - tales of customer experience... Read more
29 Oct 2019
•
29mins
Ranked #20
Immersing in the Customer’s Experience
Immersing in the Customer’s Experience
Building customer empathy is an important aspect to your customer experience program and trying to teach that to your or... Read more
27 Aug 2019
•
23mins
