The CX Leader Podcast | A resource for customer experience leaders
Activity Overview
Episode publication activity over the past year
Episodes
CX Horror Stories V: The CX Apocalypse
31 Oct 2022
Contributed by Lukas
What would the world look like if customer experience simply... disappeared? How would anyone receive support? How would companies know what products ...
Right from the Start
25 Oct 2022
Contributed by Lukas
Closed-loop feedback is not a foreign subject on this podcast; we've covered it many times before and you can find those episodes on our website, cxle...
The Human/Digital Balance
18 Oct 2022
Contributed by Lukas
Customers are demanding new ways to connect with companies, ranging from websites to apps, chat support to bots - the technological tools available to...
Eagles, Parrots, Doves, and Owls
11 Oct 2022
Contributed by Lukas
Many companies use them: personality tests or evaluations - ways to help employees discover more about how they and their colleagues work with others....
Start Your Engines!
04 Oct 2022
Contributed by Lukas
In a special CX Day Celebration episode and playing of this year's theme "CX Drives Success," host Steve Walker welcomes experts Sean Clayton, Sheila ...
From B2C to B2B
27 Sep 2022
Contributed by Lukas
This episode features a more open-ended conversation on one of the host's favorite topics: the differences between B2B and B2C, but focusing on what i...
Just Look at the Data
20 Sep 2022
Contributed by Lukas
Data is important for customer experience. Providing a great experience is certainly a good thing, but it's not enough to assume that your program is ...
Conflict... is a good thing?
13 Sep 2022
Contributed by Lukas
It's an easy tenet to accept that a lack of conflict translates to a productive workplace. The less H.R. puts out personality "fires" the more people ...
Soaring Above the Crisis
06 Sep 2022
Contributed by Lukas
COVID required many companies to rethink how they do business. Come companies adapted well, others did not. But some unique challenges crop up when yo...
The Monograph Project
30 Aug 2022
Contributed by Lukas
A common subject on the show is the importance of cross-functional collaboration when executing good customer experience. Knowing how other department...
Your Opinion Counts
23 Aug 2022
Contributed by Lukas
Women's Equality Day is celebrated in the United States on August 26, commemorating the 1920 adoption of the Nineteenth Amendment to the United States...
We Are All CX
16 Aug 2022
Contributed by Lukas
People love origin stories. And for CX professionals, narratives of customer experience "newbies" growing from humble beginnings into "heroes" can be ...
You're Never Too Big For Change
09 Aug 2022
Contributed by Lukas
Change is not easy. It's human instinct to become comfortable with "what you know." But sometimes a change is necessary – when CX professionals noti...
Built to Win
02 Aug 2022
Contributed by Lukas
Building CX programs from scratch is never an easy task. And the endeavor usually starts with the vision of a single person that sees the benefits of ...
The CX Book of Knowledge
26 Jul 2022
Contributed by Lukas
Today's technology allows for peer-driven collaboration on an unprecedented level. People from across the globe can create knowledge resources on Wiki...
Trends in Patient Experience
19 Jul 2022
Contributed by Lukas
Health is a deeply personal topic and these last few years have pushed healthcare institutions into making unprecedented changes in how they deliver t...
The Consistent Experience
12 Jul 2022
Contributed by Lukas
If you're a CX pro for small or medium size company, you already know the challenges in designing and delivering the best possible experience for your...
Turn Back Time: Employee Experience
05 Jul 2022
Contributed by Lukas
We've had some great guest on the show recently and the importance of the employee experience has started to emerge as a notable topic. Many guests em...
The Long and Winding Road
28 Jun 2022
Contributed by Lukas
Few if any of customer experience pros went to school to be a CX professional, and yet there are thousands in this flourishing profession. So what doe...
The Innovative CX Leader
21 Jun 2022
Contributed by Lukas
There are a number of ways to design experiences for your customers, but you're stuck. You find it hard to think beyond how things are currently done....
Close That Loop!
07 Jun 2022
Contributed by Lukas
It's a common practice in customer experience, and a vital one: closed-loop response to customer feedback. Simply put: you need to make sure you respo...
Thank You for Your Service
31 May 2022
Contributed by Lukas
One of the best institutions to learn leadership skills is the military. Veterans often become some of the best business leaders in their fields. So h...
The Revolutionized Contact Center
24 May 2022
Contributed by Lukas
For many companies the call center (or "contact center") is the frontline of their customer experience. And the past couple of decades have seen the c...
The Story of Customers and Employees
17 May 2022
Contributed by Lukas
As more companies realize the potential of a customer-centric culture, the discussion around how your employees' experiences can affect your customers...
This Data or That Data?
10 May 2022
Contributed by Lukas
In a world that generates thousands of terabytes of data every single day, it's important to be a little picky on what type of data to gather. Custome...
Live with CXPA: Communication Strategies for CX Leaders
03 May 2022
Contributed by Lukas
Steve Walker hosts another Live with CXPA event with guests Mark Slatin, senior vice president and director of CX at Sandy Springs Bank, and Ann Schra...
CX For Start-ups, Part 2
26 Apr 2022
Contributed by Lukas
In Part 1 of "CX for Start-ups" guest Jen Batley discussed why it's so important for new companies to really be in-tune with their customers. Knowing ...
CX For Start-ups, Part 1
19 Apr 2022
Contributed by Lukas
New business owners have a lot to think about when trying to get their company off the ground, and hopefully one of the many things in their mental "t...
Operational Excellence Leads to Better CX
12 Apr 2022
Contributed by Lukas
With supply chain shortages throughout the globe CX pros are reminded how operational logistics can affect the customer experience. All companies have...
CX Through Partner Channels
05 Apr 2022
Contributed by Lukas
Many companies rely on partners to deliver the best results for their customers – we here at Walker enjoy the benefits of being a member of the Qual...
What Gets Measured Gets Done
29 Mar 2022
Contributed by Lukas
Building a CX program from the ground up can be a challenge, especially in a field such as healthcare. Where do you start? What's most important to cu...
It Starts with Employees
22 Mar 2022
Contributed by Lukas
The customer experience profession is evolving to recognize the importance of going beyond the customer. If a company's culture doesn't include employ...
Special Episode: Live with CXPA - 10 Traits of Effective CX Leaders
15 Mar 2022
Contributed by Lukas
Note: this episode is an encore presentation of the Live with CXPA event, "10 Traits of Effective CX Leaders" which premiered on March 8th, 2022. You ...
Designing for Beautiful
08 Mar 2022
Contributed by Lukas
Just as a car requires regular maintenance, customer experience programs need regular evaluation, leading to small "tune ups" or complete overhauls so...
Don't Make it Evolutionary, Make it Revolutionary
01 Mar 2022
Contributed by Lukas
Just like any other business process, customer experience programs need occasional review and scrutiny to ensure it delivers the best possible experie...
Becoming an Experiential Brand
22 Feb 2022
Contributed by Lukas
Live events can also be great way to gather insights into your customers while providing an exceptional experience. More companies are designing event...
The Empowered Frontline
15 Feb 2022
Contributed by Lukas
CX professionals know that the frontline employees can be a great source of customer insights. And customers often supply feedback in ways they often ...
Cutting Through the Digital Noise
08 Feb 2022
Contributed by Lukas
If your company is not providing a digital experience at some level then you've already missed the boat. If you consider the possibilities of personal...
The Tenant Experience
01 Feb 2022
Contributed by Lukas
Businesses and organizations have had to endure drastic changes in the last two years, and the way business owners manage their office space is no exc...
The Year of Agility
25 Jan 2022
Contributed by Lukas
This podcast has always maintained that customer experience is one of the best differentiators you can leverage in driving customer loyalty. And there...
It's a Great Time to be a CX Leader
18 Jan 2022
Contributed by Lukas
In the 200th episode of The CX Leader Podcast, host Steve Walker and guests Sonya McAllister and Sean Clayton reminisce on how customer experience has...
The State of CX Management
11 Jan 2022
Contributed by Lukas
Fresh into a new year is often a good time to look at how customer experience is progressing within companies. The XM Institute has recently published...
Get Comfortable Saying "Yes"
04 Jan 2022
Contributed by Lukas
Even in an era where self-service options are becoming essential to many companies' customer experience, the contact center is still a large part of m...
The Self-Service Experience
21 Dec 2021
Contributed by Lukas
A new report has found that more people are looking for self-service options to find help with their products and services but many companies' online ...
Human Resources: the CX Pro's Partner
14 Dec 2021
Contributed by Lukas
The employee experience is becoming more critical in making certain your company has the best possible customer experience. But there's one department...
CX for Small Businesses
07 Dec 2021
Contributed by Lukas
It can be argued that small businesses make the backbone of the U.S. economy. According to a study conducted by the Small Business Administration rele...
Special Episode: Live with CXPA - Combining CX and EX: Better Together
30 Nov 2021
Contributed by Lukas
Note: this episode is an encore presentation of the Live with CXPA event, "Combining CX and EX: Better Together" which premiered on November 9th, 2021...
Smoothing Out Rough Holiday Experiences
23 Nov 2021
Contributed by Lukas
It's an unfortunate result of the pandemic that most people have experienced: supply shortages. Everything from breakfast cereal to new cars, jewelry,...
It Starts with the Customer
16 Nov 2021
Contributed by Lukas
As a CX leader it is important to better understand and promote the customer experience field within your company. Regardless of profession, there are...
Can you relate?
09 Nov 2021
Contributed by Lukas
Relationships are an important part of our lives. Humans are social creatures and it's important to understand that fact when leading a CX program. Bu...
Back to School
02 Nov 2021
Contributed by Lukas
Countless guests on this podcast have described how their careers were steered into the space of customer experience. It has been a common theme that ...
CX Horror Stories IV
26 Oct 2021
Contributed by Lukas
Co-hosts Steve Walker and Pat Gibbons take listeners on a frightful journey of terrible customer experiences with plumbing, restaurants, baby supply s...
The Common Purpose
19 Oct 2021
Contributed by Lukas
The advantage of experience management (or "XM") is the holistic view of experience across the company. By leveraging customer and employee data toget...
Got data? Dashboard it!
12 Oct 2021
Contributed by Lukas
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 t...
Don't Ruin Their Day
05 Oct 2021
Contributed by Lukas
"Do NOT ruin your customer's day" sounds like something that belongs at the top of any list of rules for CX professionals. We've all had those moments...
The "Yes" Mentality
28 Sep 2021
Contributed by Lukas
Customer experience includes many aspects of how we interact with our customers. One common aspect is the hospitality we afford to them. Some companie...
I'll Be Back
21 Sep 2021
Contributed by Lukas
Is your customer loyal to your company, or to your prices? One of the best practices for any company is to create a culture that grows customer loyalt...
Effectively Combining CX and EX
14 Sep 2021
Contributed by Lukas
The importance of the employee engagement has been featured on this podcast throughout several episodes. And while there is a strong connection betwee...
Special Episode: Live with CXPA - Key Ingredients for Making an Impact with CX
07 Sep 2021
Contributed by Lukas
In this special encore presentation, Steve Walker hosts the Live with CXPA event "Key Ingredients for Making an Impact with CX." As the ultimate advo...
The Mature CX Program
31 Aug 2021
Contributed by Lukas
The concept of CX maturity is a concept covered on this podcast in the past, but what does a "real life" mature CX program look like? Host Steve Walke...
Once Upon a Time...
24 Aug 2021
Contributed by Lukas
When we talk about "experiences" it's often from a holistic point of view – through the lens of "experience management", or "XM." But how do you con...
Design Thinking for CX
17 Aug 2021
Contributed by Lukas
A key element to building any customer experience program is understanding your customers and creating empathy. And there are tools to help with that:...
Culture Starts with You
10 Aug 2021
Contributed by Lukas
Companies regularly hire experienced professionals from outside their organization. But they can't tell from a resume how good of a culture fit the ne...
The Ingredients to Make an Impact
03 Aug 2021
Contributed by Lukas
Customer experience professionals have an opportunity to help create a genuine and lasting impact on their companies. But like any other aspect of an ...
Stop, Start, or Change
27 Jul 2021
Contributed by Lukas
It's been said a countless number of times on this show: customer experience has never been more important for companies today. The pandemic has chang...
Don't Lose the Humanity
20 Jul 2021
Contributed by Lukas
Many are exhausted over the pandemic and discussing how it "changed everything," but it would be a disservice to not recognize its effects on the CX p...
The Academic Experience
13 Jul 2021
Contributed by Lukas
According to the U.S. Department of Education, more than 19 million people were enrolled in some level of college education for the fall semester of 2...
Turn Back Time... Again!
06 Jul 2021
Contributed by Lukas
It's that time of year when producer Chris Higgins likes to take a moment and look back on some of the excellent advice from past guests on The CX Lea...
Making Sense of It All
29 Jun 2021
Contributed by Lukas
Between website feedback, social media posts, product reviews, and every other way customers can provide insights, a staggering amount of data is gene...
Back to the Basics
22 Jun 2021
Contributed by Lukas
CX professionals tend to get excited about some of the new concepts, practices, and technologies that are available to help companies provide the best...
The Hyper-personalized Experience
15 Jun 2021
Contributed by Lukas
Hyper-personalization is one of the newer buzz words out in the business world today – a practice that utilizes artificial intelligence to deliver h...
Just a Simple Question
08 Jun 2021
Contributed by Lukas
Growing companies often develop complicated and disjointed processes. If business is booming, no one seems to have the time to stop and take a holisti...
2021 Global Consumer Trends: Part 2
01 Jun 2021
Contributed by Lukas
The Qualtrics XM Institute recently released 2021 Global Consumer Trends, a report focusing on how consumer behavior will continue to change in a post...
2021 Global Consumer Trends: Part 1
25 May 2021
Contributed by Lukas
The Qualtrics XM Institute recently released 2021 Global Consumer Trends, a report focusing on how consumer behavior will continue to change in a post...
Taking the Mystery out of Mystery Shopping
18 May 2021
Contributed by Lukas
Mystery shopping: it's that common practice where companies hire professional "shoppers" to evaluate and report on how your customers experience your ...
Your Best Behavior
11 May 2021
Contributed by Lukas
There's a ton of science behind something as simple as a customer making a decision to purchase a product or service. Behavioral economics is a field ...
The Magical Experience
04 May 2021
Contributed by Lukas
Many people have experienced a visit to a theme park, but the theme park experiences provided by The Walt Disney Company are arguably some of the best...
Adapt and Adopt
27 Apr 2021
Contributed by Lukas
It's been over a year since a global pandemic has forced companies and organizations across the globe to rethink how they do work. While not an option...
CX for the People
20 Apr 2021
Contributed by Lukas
In the United States, people typically don't think of themselves as "customers" to the government. However, governing bodies from the local, state, an...
Meeting Expectations
13 Apr 2021
Contributed by Lukas
It's important for those leading a company's CX efforts to make certain the customer experience delivered by your front-line employees matches the cus...
Round and Round We Go
06 Apr 2021
Contributed by Lukas
CX professionals understand the difficulties in expanding existing programs: organizational silos, by-in from leadership, sunsetting older programs…...
Listen, then make it better
30 Mar 2021
Contributed by Lukas
An area that is critical for many companies is their product and customer feedback can play a critical role in how designers and engineers develop and...
Conversational Data
23 Mar 2021
Contributed by Lukas
Companies often get stuck between the data gathering and discovering meaningful insights into how they can better their customer's experience. Especia...
The Laws of Experience Management
16 Mar 2021
Contributed by Lukas
There are certain truths within the practice of customer experience that CX pros often observe. But when something becomes a "law", like the laws of n...
The ROI of Customer Experience: Part 2
09 Mar 2021
Contributed by Lukas
Customer experience pros are often tasked with proving the ROI of CX within an organization. Utilizing experience data – or "X-data" – combined wi...
The ROI of Customer Experience
02 Mar 2021
Contributed by Lukas
Customer experience pros are often tasked with proving the ROI of CX within an organization. Utilizing experience data - or "X-data" - combined with o...
CX in Healthcare
23 Feb 2021
Contributed by Lukas
Arguably, healthcare is a unique industry in which lives literally are on the line. So how do healthcare companies and providers plan and execute cust...
Proving the Value of Customer Experience
16 Feb 2021
Contributed by Lukas
How do you gain the support for customer experience from stakeholders? By proving the value of customer experience. Host Steve Walker welcomes Bob Tho...
Insightful Video
09 Feb 2021
Contributed by Lukas
It's no secret that within the social media and marketing worlds, video is a highly engaging medium. If it works to push your company's message out to...
The Personalized Experience
02 Feb 2021
Contributed by Lukas
The CX pro has many tools at their disposal but few are as powerful than the ability to adapt to a customer's needs quickly and deliver a positive exp...
From "Me" to "We"
26 Jan 2021
Contributed by Lukas
For almost a year now many companies have had to work remotely - changing the way in which their employees interact and some companies had an easier t...
One Big Channel
19 Jan 2021
Contributed by Lukas
Customers today have so many touchpoints available to them when interacting with companies: websites, social media, text messaging, call centers… it...
Checking In with the CXPA
12 Jan 2021
Contributed by Lukas
In a regular "check-in" with the Customer Experience Professionals Association, or CXPA, host Steve Walker welcomes Barbie Fink, current chair of the ...
Easy Does It
05 Jan 2021
Contributed by Lukas
It's important to quickly identify and remedy pain points in your customer's journey - removing friction in the experience and making the necessary ch...
Trends into 2021
15 Dec 2020
Contributed by Lukas
Host Steve Walker welcomes colleagues Sean Clayton, Ryne Fanning, Sonya McAllister, and Rahissa Winningham for a look at how the pandemic influenced C...
The Survey People
08 Dec 2020
Contributed by Lukas
The practice of customer experience must permeate the entire company. But that can be difficult, and CX pros are sometimes not take as seriously as th...
Bringing Down the Silos
01 Dec 2020
Contributed by Lukas
We talk about his often on the show and it can be a problem for companies of many sizes: the difficulty in breaking through the walls of corporate sil...
Turn Back Time: Thanksgiving
24 Nov 2020
Contributed by Lukas
It's Thanksgiving week in the United States and The CX Leader Podcast is grateful for all the amazing talent that has offered their insights and knowl...
Storytime
17 Nov 2020
Contributed by Lukas
There are so many ways in which a companies' or individuals' efforts to provide an exceptional and memorable customer experience. It's easy to remembe...
Designing for People
10 Nov 2020
Contributed by Lukas
Customer experience is about people: your customers or clients, your employees and colleagues, your business partners – people make the experience. ...