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Walker
United States
เข้าร่วมเมื่อ 21 ต.ค. 2008
Walker is a full-service Experience Management (XM) firm. Our team of experts provides technology services, end-to-end managed services, and expert strategic consulting - all to deliver better results for you.
Walker and Qualtrics have teamed up to help hundreds of companies deliver XM results. We accelerate your success by delivering flawless platform implementation, custom technology services, flexible CX and EX programs, and expert advisory services - all to accelerate your success.
Walker and Qualtrics have teamed up to help hundreds of companies deliver XM results. We accelerate your success by delivering flawless platform implementation, custom technology services, flexible CX and EX programs, and expert advisory services - all to accelerate your success.
All Good Things...
It’s a great time to be a CX leader and we here at Walker have had a fun time producing this podcast. But after over 330 episodes speaking with fantastic people from across the globe, covering topics to help you get the most from customer experience, it’s time to put away the microphones. This is the last episode of The CX Leader Podcast, at least for now. And the reason is not complicated: we here at Walker have shifted our marketing strategy and are devoting resources to other activities. All the great content we’ve produced from the podcast will still be available at cxleaderpodcast.com (cxleaderpodcast.com) , and you can always rely on Walker as the authoritative source for customer experience and experience management.
Host Chris Higgins welcomes former hosts Troy Powell, Sara Walker, Pat Gibbons, and Steve Walker for a look back on their favorite guests, topics, and what CX leaders should look forward to in 2025.
Find a transcript for this episode on our show note page: cxleaderpodcast.com/all-good-things/
Listen to more episodes at cxleaderpocast.com/
Learn more about Walker at walkerinfo.com/
Host Chris Higgins welcomes former hosts Troy Powell, Sara Walker, Pat Gibbons, and Steve Walker for a look back on their favorite guests, topics, and what CX leaders should look forward to in 2025.
Find a transcript for this episode on our show note page: cxleaderpodcast.com/all-good-things/
Listen to more episodes at cxleaderpocast.com/
Learn more about Walker at walkerinfo.com/
มุมมอง: 21
วีดีโอ
A Soaring Transformation
มุมมอง 572 หลายเดือนก่อน
Change is hard. And that’s not the first time we’ve said those words on this podcast. When it involves breaking through entrenched practices within a company, it can be especially difficult - but not impossible. With a little buy-in, some quick wins to demonstrate the possibilities, and some awareness to the importance of customer centricity, you can create a culture that views CX as a game-win...
A Space for Customers
มุมมอง 422 หลายเดือนก่อน
While it might not seem significant at first, securing a place to park your car is an important event. Sure, it’s not life or death, but during large events it can be time sensitive. Sometimes it’s the first experience people have when attending a concert or a large conference, so when the logistics are not working efficiently, it creates a frustrating experience for someone just looking for a ...
Take the Transaction Out Of the Interaction
มุมมอง 443 หลายเดือนก่อน
Today’s marketing playbooks put social media at the top of many strategies, but regardless of its prevalence, your website is still your business hub and a vital extension of your brand. But when your customers say your site is not friendly or functional, it’s time to rethink your online experience. And in once such case we’re exploring on this episode, the result was award winning. Host Sara W...
Consistency Is the Key
มุมมอง 843 หลายเดือนก่อน
Think of some of the best experiences you have had as a customer. What made it great? Did you feel like the experience matched the company’s identity? Did any of it feel like it wasn’t meeting the company’s brand promise? Great experiences are consistent: you know what to expect when you interact with an organization that reflects their brand through their CX efforts. Host Sara Walker welcomes ...
The CX Conundrum of Changing Minds
มุมมอง 744 หลายเดือนก่อน
It’s not easy changing people’s minds. But we’re approaching a season in which customer experience professionals are working hard to convince executives and peers on the value of adopting a customer-centric mindset. WE as CX pros know the value of our efforts, but sometimes we have to convince others of its advantages. And sometimes data isn’t enough. We have to balance the data with storytelli...
The Harmonious Experience
มุมมอง 664 หลายเดือนก่อน
Listening to your customers is the “window” to knowing how well your organization is performing in its customer experience efforts. Whether it’s an online support chat, a voice of the customer through employee program, or a CSAT survey, each of these touchpoints provide a metric to how your customers view your company. But HOW you create these listening opportunities matters, and keeping them c...
Encore: Eagles, Parrots, Doves, and Owls
มุมมอง 484 หลายเดือนก่อน
Producer's note: this episode originally dropped on October 11, 2022. While some details may have changed since it's original publication, we think Dan Silvert's insights on the importance of healthy relationships between employees is a great example of create excellent employee experiences. Many companies use them: personality tests or evaluations - ways to help employees discover more about h...
AI: Is It Hype Or Helpful?
มุมมอง 335 หลายเดือนก่อน
As consumers we’ve all interacted in different ways with companies. Sometimes an automated system, online chat, an app on our phones, or even a live human being. But as customer experience professionals, how do we know which channel is the best option and the most preferred by consumers? And how will AI fit into all this? Host Sara Walker welcomes James Scutt, a principle XM strategist at the Q...
Talk Less, Listen More
มุมมอง 265 หลายเดือนก่อน
What’s the first thing you think of when asked, “how well do you listen?” Many CX professionals might think of their listening systems: surveys, close-loop feedback, listening architectures. Some may say they interact with clients on a regular basis. But what about actively listening? Talking less and letting others express themselves, and then reassuring them that the conversation was worth it...
The Results Are In: Findings From the First CX Leader Pulse Study
มุมมอง 656 หลายเดือนก่อน
It's human nature to compare what we do professionally - and even personally - with others and CX leaders are no different. So Walker, along with the Customer Experience Professionals Association (CXPA), launched The CX Leader Pulse as a way to give customer experience professionals a look into what companies are, and are not, doing within their CX programs. The results of the first study are i...
The Black Hole of CX
มุมมอง 286 หลายเดือนก่อน
CX leaders have become increasingly effective at taking action on customer feedback. Today many organizations have effective closed-loop programs that efficiently route insights to the right person for timely action. However, there’s a blind spot - the vast majority of customers never provide their feedback. Actually that’s more than a blind spot. It’s a black hole! This episode's guest has bui...
Your Brand and CX: They're Connected!
มุมมอง 176 หลายเดือนก่อน
In today's consumer world, we are inundated with advertising from countless online and offline mediums, and too often companies think that's what really drives their brand. But if you're a customer experience leader, you know experience has possibly become the most prominent ingredient in a company's brand. So how do we make it work? How do CX leaders ensure an experience that influences the br...
It's Moving Really Fast
มุมมอง 377 หลายเดือนก่อน
If you go back in time 10 or 15 years you'll find it was common for a market research function within a company to send out a single survey each year to all customers asking about their satisfaction with the products and services they interacted with. The field has since greatly evolved as what we now call customer experience regularly receives customer feedback from multiple surveys and unstru...
Encore: The Inclusive Experience
มุมมอง 97 หลายเดือนก่อน
Producer's Note: This podcast was originally released on April 4, 2023. As always with our encore episodes, please note that some details might be different, but the advice from Stacy Sherman regarding inclusiveness in CX and EX is still valuable. People in general want to do good things for others. But it’s easy to assume that everyone sees the world with similar eyes. We live in a diverse wor...
Bonus: We Asked CX Leaders at X4 About Their Top XM Challenges
มุมมอง 107 หลายเดือนก่อน
Bonus: We Asked CX Leaders at X4 About Their Top XM Challenges
Bonus Content: The Empathetic Frontline
มุมมอง 78 หลายเดือนก่อน
Bonus Content: The Empathetic Frontline
Funerals are expensive why add another bill. Me when I go I'm out the door to be cremated no fancy funeral they bring back my ashes. Lets face it I won't be there.
✌️ ρгό𝔪σŞｍ
EXCELLENT EPISODE....your podcasts continue to get better and better. Don't forget to tell people on the podcast, they can go to YT and subscribe, too. This is too valuable of info to keep secret. Keep up good work!!