The CX Leader Podcast | A resource for customer experience leaders
Activity Overview
Episode publication activity over the past year
Episodes
The Undiscovered Insights
03 Nov 2020
Contributed by Lukas
Today's technology allows CX pros can spin up a customer feedback survey and start collecting data in record time. But there's another source of data ...
CX Horror Stories III
27 Oct 2020
Contributed by Lukas
It's another edition of The CX Leader Podcast's annual CX Horror Stories! Hosts Steve Walker and Pat Gibbons endure frightening tales of bad hotel ser...
The Art of the Science
20 Oct 2020
Contributed by Lukas
An often-overlooked fact about a customer's journey is that the experience they have with your company doesn't always begin with their first interacti...
It's the little things
13 Oct 2020
Contributed by Lukas
A driving factor for any business to be successful is the ability to differentiate - setting your company apart from the competition by creating great...
Celebrating CX Day 2020!
06 Oct 2020
Contributed by Lukas
There's never been a better time to be a CX professional, and today's episode explores the best the profession has to offer and why customer experienc...
Empowering Your Customers
29 Sep 2020
Contributed by Lukas
Competitive retail electricity markets give consumers a choice of who will supply their electricity. Only 18 states in the U.S., including Washington ...
Discovering the "Why"
22 Sep 2020
Contributed by Lukas
Educational institutions are beholden to a different type of customer: students. Discovering how students experience the education and services they r...
Cheers!
15 Sep 2020
Contributed by Lukas
Have you ever been at a business meeting with a client or colleagues and wondered, "should I order wine? What wine do I get? How many should I drink?"...
What's Trending Today?
08 Sep 2020
Contributed by Lukas
These past few years have seen some amazing changes in the customer experience space. And these past few months responding to the COVID pandemic has t...
Next-Level CX
01 Sep 2020
Contributed by Lukas
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. Hos...
Are you ready for a party?
25 Aug 2020
Contributed by Lukas
Each year on the first Tuesday in October, the Customer Experience Professionals Associate - or CXPA - encourages professionals and companies to take ...
Putting the Customer back into CRM
18 Aug 2020
Contributed by Lukas
Many businesses today use a customer relationship management platform, or "CRM" to help organize how they interact with their customers and prospects....
When In Doubt, ask the Employees
04 Aug 2020
Contributed by Lukas
Empowering more people throughout the organization to help with CX strategies can be effective – especially when working with frontline employees th...
Dashboards everywhere!
28 Jul 2020
Contributed by Lukas
The concept of dashboards is probably nothing new to customer experience pros. We use them to help communicate data like NPS and Loyalty. But is your ...
Long Live the Good Ole Telephone
21 Jul 2020
Contributed by Lukas
Chatbot, A.I., customer service through social media... there are a vast number of ways in which customers can interact with companies, but is one met...
The Global State of XM
14 Jul 2020
Contributed by Lukas
Experience management, or "XM", is more than just a "buzzword." It's a holistic approach to experience across the organization that includes customers...
The Human Experience
07 Jul 2020
Contributed by Lukas
Customer experience is quickly gaining world-wide adoption. Companies around the globe are realizing the importance of providing the best experience p...
It's About People
30 Jun 2020
Contributed by Lukas
As the CX industry continues to evolve, we learn more about the importance of a holistic experience across several aspects of the company – the new ...
XM on the Move
23 Jun 2020
Contributed by Lukas
Moving is stressful, but relocating employees is sometime necessary. Now imagine you're a company whose expertise is relocating employees for other co...
That's a big CX program... and EX too!
16 Jun 2020
Contributed by Lukas
Larger companies can sometime pose unique challenges to customer experience programs. CX leaders often have to navigate complicated business structure...
Navigating the Crisis
09 Jun 2020
Contributed by Lukas
Host Steve Walker welcomes back guest Dereck Mobley, associate vice president at Walker, to share some stores of companies that were proactive and inn...
How CX is evolving into XM
02 Jun 2020
Contributed by Lukas
The customer experience space has experienced a "renaissance" in recent years but now there's a new practice that seems to be taking the spotlight: ex...
Turn Back Time: Take Home Value from the COVID-19 Series
26 May 2020
Contributed by Lukas
Producer Chris Higgins highlights some of the best "take home value" from guests during the COVID-19 series of podcasts, giving CX leaders advice they...
Calling for Alignment
19 May 2020
Contributed by Lukas
There can be many cogs in the machine that is customer experience, and making certain they all align is important if that "machine" is to function cor...
Make It Personal
12 May 2020
Contributed by Lukas
Utilities are a vital part of everyday living in modern times: it's our power, heat, communication, and, of course, our source of water, which is the ...
Here to Help
05 May 2020
Contributed by Lukas
Companies around the world are having to adjust their operations in response to COVID-19, and customer experience leaders are finding that you cannot ...
Small Data Leads to Big Change
28 Apr 2020
Contributed by Lukas
CX leaders today are having to make critical decisions on whether they should bother customers for feedback or find other ways to gather insights. Luc...
Relationship Advice for CX Leaders
21 Apr 2020
Contributed by Lukas
CX leaders are often tasked with managing change throughout the company in order to create an exceptional customer experience, and building relationsh...
Voice of the Customer through the Employee
14 Apr 2020
Contributed by Lukas
Companies are often hesitant to actively seek feedback during crisis situations and that can affect your customer listen programs. But there are ways ...
Crisis Communication for CX Leaders
07 Apr 2020
Contributed by Lukas
Businesses and organizations are facing a new operational reality that affects customers and employees, and as a CX professional, you and your company...
Virtual Workshops
31 Mar 2020
Contributed by Lukas
"Social distancing" has become the term saturating the news and social media. Experts all agree that the best way to fight the spread of the coronavir...
It's not your grandmother's A.I.
24 Mar 2020
Contributed by Lukas
The ability for computers to adapt and respond to real-time data provides value to companies needing to streamline business processes. And CX pros hav...
The Role of CX During a Crisis
17 Mar 2020
Contributed by Lukas
What is the role of customer experience during a crisis? Host Steve Walker and guests Jonathan Ruchman, CCXP, and Senior Director of Customer Experien...
The Community Experience
10 Mar 2020
Contributed by Lukas
Online communities are now part of daily in life for many consumers and businesses. Most community interaction happens within larger social media plat...
The Value of Customers, part 2
03 Mar 2020
Contributed by Lukas
In the second of a two-part series on the value of customers, host Steve Walker discusses with Rob Markey, a partner at Bain and Company and recently ...
The Value of Customers, part 1
25 Feb 2020
Contributed by Lukas
Your customers are why you're in business but are they loyal customers? How do you measure that customer's loyalty and why do companies so often under...
Flying Cars and Hoverboards
18 Feb 2020
Contributed by Lukas
Several years ago, many companies made predictions on the state of the customer experience industry. Walker was no exception, having published a widel...
Automating (some of) your CX
11 Feb 2020
Contributed by Lukas
Customer experience professionals sometimes hit that wall of having to handle a high volume of tasks and customer interactions but there isn't the peo...
Who you gonna call? (Your client, of course!)
04 Feb 2020
Contributed by Lukas
Customer experience professionals have an abundance of technological choices when it comes to gathering customer feedback, providing vast amounts of d...
It's "Client" Experience
28 Jan 2020
Contributed by Lukas
Every company has their own unique set of challenges when it comes to providing an exceptional customer experience, and financial services companies a...
The C-Suite Elite
21 Jan 2020
Contributed by Lukas
On the 100th episode of The CX Leader Podcast, host Steve Walker interviews his friend and mentor Dwaine Canova, CEO of Zynity, a company that provide...
Spinning-off without getting dizzy
14 Jan 2020
Contributed by Lukas
Corporate changes such as spinning off a part of a company or rebranding can have dramatic effects on customer experience, so tooling your CX program ...
Putting the "customer" into customer experience
07 Jan 2020
Contributed by Lukas
It's easy for companies to look at data and make assumptions about their customers' needs, but truly placing the customer central to your business mea...
AI, YOLO, and Trends into 2020
17 Dec 2019
Contributed by Lukas
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 ...
Experience Management 101, Part 2
10 Dec 2019
Contributed by Lukas
Steve welcomes back Aimee Lucas form the Qualtrics XM Institute to discuss the six competencies CX leaders need to have to maximize their experience m...
Experience Management 101, Part 1
03 Dec 2019
Contributed by Lukas
Experience Management, or "XM", is a newer term in the area of customer experience and CX professionals will certainly be hearing more about how XM wi...
Thanksgiving
26 Nov 2019
Contributed by Lukas
It's Thanksgiving here in the United States and we've dedicated an episode to sharing some short stories of customer experiences that made a positive ...
Birds of a Feather
19 Nov 2019
Contributed by Lukas
Like any other profession, CX professionals need to stay up-to-date on best practices, find new ideas for programs, and learn how customer experience ...
Wear Comfortable Shoes
12 Nov 2019
Contributed by Lukas
Immersive experiences can be a powerful tool to demonstrate the customer experience, but for patients at a hospital, it can be impactful - and emotion...
Keep Your Customers
05 Nov 2019
Contributed by Lukas
Guest host Pat Gibbons interviews author Ali Cudby about her new book "Keep Your Customers," which discuss how companies can create loyal customers an...
CX Horror Stories II
29 Oct 2019
Contributed by Lukas
Hosts Steve Walker and Pat Gibbons present another frightful episode of CX Horror Stories - tales of customer experience gone bad. This year's scary o...
The State of CX Management
22 Oct 2019
Contributed by Lukas
The Qualtrics XM Institute released their report "The State of Customer Experience Management, 2019" which assesses how companies are doing with their...
Globalization and CX
15 Oct 2019
Contributed by Lukas
With more companies moving to globalizing their business, it can be easy to overlook the implications of not considering cultural differences required...
Do Your Homework
08 Oct 2019
Contributed by Lukas
Companies often hire implementation specialists to help get their customer listening technology up and running, but don't do the necessary preparation...
The Non-customer-facing Employee
01 Oct 2019
Contributed by Lukas
It's easy explaining how front-line employees directly influence the customer's experience. But it's more difficult for non-customer-facing to see how...
The Out-of-box Experience
24 Sep 2019
Contributed by Lukas
Customer experience isn't limited to simply how your employees interact with your clients - it plays a critical role in how products are developed and...
A Prescription for Subscription
17 Sep 2019
Contributed by Lukas
B2B companies are beginning to move into more subscription-based services, another influence from the B2C space. Steve welcome Musa Hanhan, senior dir...
Checking-in with the CXPA
10 Sep 2019
Contributed by Lukas
Like most professions, CX pros enjoy the benefits and support of an organization that provides resources and ways to network with other professionals....
Becoming Customer(s)-Centric
03 Sep 2019
Contributed by Lukas
It's not easy moving toward a customer-centric mindset, and Steve's guest is concerned that companies too often forget the customer heterogeneity - th...
Immersing in the Customer's Experience
27 Aug 2019
Contributed by Lukas
Building customer empathy is an important aspect to your customer experience program and trying to teach that to your organization is not easy. Steve ...
Caring Beyond an NPS Score
20 Aug 2019
Contributed by Lukas
Senior living is much more than simply providing a service to a customer. Families depend on the care and attention living facilities provide to their...
Don't Forget the Customer in Your Customer Journey Map
13 Aug 2019
Contributed by Lukas
Creating a meaningful journey map can be a lengthy and expensive process and it's tempting to cut corners. Steve's guest Jim Tincher, founder and mapp...
Turn Back Time: Industry Take-Home Value
06 Aug 2019
Contributed by Lukas
Producer Chris Higgins blows the dust off the "way back machine" to revisit the take-home value from our CX experts in our "Industry" series of episod...
Starting from Scratch
23 Jul 2019
Contributed by Lukas
It might sound like more work but sometimes building a CX program from the ground up has its advantages. Steve welcomes guest Roberta O'Keith of Murp...
The Story of the Customer
16 Jul 2019
Contributed by Lukas
Customer experience professionals work with a ton of data, but often find that they don't have time to read some of the most insightful sources of inf...
It's Party Time!
09 Jul 2019
Contributed by Lukas
Guest host Pat Gibbons welcomes Walker expert Dereck Mobley for a discussion on how customer experiences professionals can plan corporate events aroun...
From Patrons to Customers
02 Jul 2019
Contributed by Lukas
Continuing the Best Practices series, Steve welcomes the chief customer experience officer for the Columbus Metropolitan Library, Alison Circle, for a...
Don't just use your gut
25 Jun 2019
Contributed by Lukas
For a discussion on how to move a not-for-profit organization from making decisions based on gut instinct to utilizing customer feedback, Steve welcom...
Meeting in a Box
18 Jun 2019
Contributed by Lukas
Finding time and methods to communicate CX efforts across a company with 900+ employees can be challenging. Steve welcomes guest Mark Slatin to discus...
Bouncing Off Guardrails
11 Jun 2019
Contributed by Lukas
Continuing the series focusing on best practices, Steve welcomes Nick Frunzi, chief customer officer at Esri, a world leader in GIS mapping and spatia...
What to do with all this data
04 Jun 2019
Contributed by Lukas
In the first episode of a new series focusing on best practices for CX professionals, Steve welcomes Jessica Gregory, associate vice president for adv...
Rock Stars and Fixer-Uppers
28 May 2019
Contributed by Lukas
An episode recapping the 2019 CXPA Insights Exchange with guests Pat Gibbons and Chris Woolard, hosted by producer Chris Higgins.
That Take-home Value
14 May 2019
Contributed by Lukas
Producer Chris Higgins takes listeners on another trip in the "way-back" machine to listen to some of our favorite "take-home value" moments in our Lu...
CX Champions
07 May 2019
Contributed by Lukas
An organization's culture is critical to making customer experience work. Steve welcomes Ann Schrader and Denise Hinkeldey from Farm Credit Services t...
From the Ground Up
30 Apr 2019
Contributed by Lukas
In a conversation on customer experience in the healthcare industry, Steve welcomes Robert Tangeman, director of customer experience at Exactech, a he...
A Global View
23 Apr 2019
Contributed by Lukas
In a continuing series featuring the luminaries of customer experience, Steve welcomes Bob Azman to the podcast and discusses how he started his CX ca...
Across Industries
16 Apr 2019
Contributed by Lukas
Steve welcomes Kitty Radcliff, vice president at Walker Information, to discuss some of the more notable differences between various industries includ...
A Whole Lotta CX
09 Apr 2019
Contributed by Lukas
Customer experience for a global software giant is no small task. Steve's guest Tabitha Dunn, global vice president of customer insights, experience a...
The CX Juggernaut
02 Apr 2019
Contributed by Lukas
Johnson Controls is a huge company, with over 100 brands in over 150 countries, and managing a global customer experience program is no small undertak...
Keep It Simple
26 Mar 2019
Contributed by Lukas
In the inaugural episode of a new series focusing on industries, guest host Pat Gibbons welcome James Bampos from NetApp to discuss customer experienc...
X4 Recap
19 Mar 2019
Contributed by Lukas
Steve along with Walker's own Sonya McAllister, Brad Harmon, and Jamieson Prala discuss what they experienced at the Qualtrics X4 Summit in Salt Lake ...
Buy-in From the Top
13 Mar 2019
Contributed by Lukas
A discussion on the importance of executive support and for your CX program and how the organization's culture can make or break your CX efforts. Stev...
Turn Back Time: The Creative Moments
06 Mar 2019
Contributed by Lukas
Producer Chris Higgins takes us on a journey to previous episodes to explore some of the more creative moments in the CX Leader Podcast.
Turn Back Time
26 Feb 2019
Contributed by Lukas
Producer Chris Higgins hosts an episode listening to a few memorable moments from the past year of the CX Leader Podcast with Steve Walker.
Is B2B CX behind B2C?
19 Feb 2019
Contributed by Lukas
Steve welcomes back Bob Thompson, CEO of CustomerThink Corporation and is also the Founder and Editor-in-Chief of CustomerThink.com, to discuss the pe...
B2B vs. B2C
12 Feb 2019
Contributed by Lukas
Steve welcomes back Walker expert and vice president of advisory services Brad Harmon to discuss the differences in approach to customer experience be...
The State of Customer Experience
05 Feb 2019
Contributed by Lukas
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 custom...
Human-centered Design
29 Jan 2019
Contributed by Lukas
Steve welcomes to the podcast Kerry Bodine, founder of Kerry Bodine and Company, to discuss the important of user- and human-centered design in custom...
Human Duct Tape
24 Jan 2019
Contributed by Lukas
Pat Gibbons guest hosts this episode with guest Jeanne Bliss, founder and president of CustomerBliss, consultant, and thought leader on customer exper...
The Evolution of CX
15 Jan 2019
Contributed by Lukas
Pat Gibbons guest hosts this week's episode on where the term "CX" originated. An interview with Bruce Temkin, head of the XM Institute, on how the Cu...
Getting Back to Fundamentals
08 Jan 2019
Contributed by Lukas
Steve kicks off the new year with a discussion on how some companies still need to master the fundamentals of customer experience with CX luminary Ann...
The United States of CX
18 Dec 2018
Contributed by Lukas
Steve welcomes Stephanie Thum, chief advisor of federal customer experience at Qualtrics, to discuss how federal agencies are beginning to apply custo...
Customer Success
11 Dec 2018
Contributed by Lukas
Exploring another topic on intersections with customer experience, Steve welcomes Dave Duke, an expert in customer success management and is the co-fo...
Customer-focused Training
04 Dec 2018
Contributed by Lukas
Continuing in our User series, Steve welcomes Sharon Bislich and Carolyn Bodkin to discuss how Medxcel, a medical facilities management company, incor...
Read More Science Fiction
27 Nov 2018
Contributed by Lukas
How does the customer experience practice work with other disciplines? In the inaugural episode of a new series, Steve explores the intersection of CX...
The Personal Touch
13 Nov 2018
Contributed by Lukas
In the second episode of the User series, Steve welcomes Gina Jannazzo and Kim Howard from Wild Birds Unlimited to discuss the CX program within a fra...
Convenience Trumps Price
06 Nov 2018
Contributed by Lukas
Continuing the "CX Luminary" series highlighting the "rock stars" of customer experience, Steve welcomes Shep Hyken to the podcast to discuss how he g...
CX Horror Stories
31 Oct 2018
Contributed by Lukas
It's a spooky edition of the CX Leader Podcast as Steve welcomes back Pat Gibbons, SVP and principal of Walker Information, to listen to scary stories...
Making CX Work at Johnson Controls
23 Oct 2018
Contributed by Lukas
Steve introduces a new podcast series in which he explores how companies implement their customer experience programs. Matt Inman and Matt Sharp join ...
What's your "word-of-mouth" strategy?
16 Oct 2018
Contributed by Lukas
Businesses often focus on various types of strategies to get ahead in the market: sales strategy, market strategy, customer experience strategy - but ...