The CX Leader Podcast | A resource for customer experience leaders
Activity Overview
Episode publication activity over the past year
Episodes
Becoming the Chief "Charismatic" Officer
09 Oct 2018
Contributed by Lukas
Steve continues with the Luminaries of CX series in a discussion with Diane Magers, the interim CEO of the Customer Experience Professionals Associati...
CX Day Celebration!
02 Oct 2018
Contributed by Lukas
CX Day is celebration of all things CX and Steve invited five CX professionals from various business to discuss their work and what makes customer exp...
Getting over the bump
25 Sep 2018
Contributed by Lukas
Host Steve Walker welcomes Megan Burns, CEO of Experience Enterprises, as the next guest in the Luminaries of CX series. The conversation includes how...
From CRM to CX
18 Sep 2018
Contributed by Lukas
Host Steve Walker welcome the CEO of Customer Think Corporation and the founder and editor-in-chief of CustomerThink.com Bob Thompson to discuss how h...
Empowering CX with Actionable Information
11 Sep 2018
Contributed by Lukas
In the fourth episode of the CX technology series, Steve discusses the perspective from the technology provider with Kirk Baetens who is a global part...
The Pitfalls of Tech
04 Sep 2018
Contributed by Lukas
CX pros and business leaders rely on technology to provide the data and analysis of customer feedback, but it's too easy to get stuck in the mud. Stev...
What's your goal?
28 Aug 2018
Contributed by Lukas
In a continuing series on technology, Steve welcomes Mike Grindstaff to the podcast for a discussion on getting the most out of your technology and ho...
Let's Talk Tech
21 Aug 2018
Contributed by Lukas
In the first of a series of episodes devoted to technology, Steve welcomes Brian Kovacs, chief information officer at Walker, for a discussion on why ...
Improving the patient experience
14 Aug 2018
Contributed by Lukas
The phrase "healthcare is broken" is often used to describe the health services industry in America, but what does that mean? Steve welcome the co-fou...
A real-world SPRINT
07 Aug 2018
Contributed by Lukas
In the third episode of the Change Management series, Steve welcomes back consultant Jack Walker and first-time guest Britt Kennedy, a director of cus...
SPRINTing to a solution
31 Jul 2018
Contributed by Lukas
"Death by meeting" is a popular term, and it's not uncommon to see businesses attempt to conceive and launch new solutions or products over a period o...
You need to drive action!
24 Jul 2018
Contributed by Lukas
CX experts are often on the front-lines of instituting changes to better the customer experience, but it's not an easy task. Steve welcomes back Walke...
Don't let your brand make false promises
17 Jul 2018
Contributed by Lukas
Does your brand make a promise to your customers? Then you need to make certain your CX program can deliver on that promise! Steve welcomes back Jenni...
So you have a journey map... what now?
10 Jul 2018
Contributed by Lukas
Customer journey maps are an excellent resource for companies to refine their CX initiatives, but companies often leave them on the shelf to collect d...
Don't drive past your customers!
03 Jul 2018
Contributed by Lukas
Companies are always looking to save time and money by taking shortcuts, but don't be tempted to detour around your customers' feedback or you might f...
Steer clear of the process map
26 Jun 2018
Contributed by Lukas
Journey mapping is a powerful tool in the CX leader's arsenal, but there are some "detours" you should avoid. In the first of a three-part series, Ste...
The Right Tool for the Right Job
19 Jun 2018
Contributed by Lukas
In the third episode of our series on Building Your Listening Architecture, Steve welcomes Dr. Kyle Groff, a senior principal for global CX strategy a...
#Frankensurvey
12 Jun 2018
Contributed by Lukas
How's your customer listening "house"? Do you have that one survey that always gets added to and has now become this monstrosity of your CX listening ...
Requirements, Planning, and Execution
05 Jun 2018
Contributed by Lukas
Allison Grayson, a certified customer experience professional and vice president at Walker, joins Steve to talk about the importance of an effective l...
The CEO, the Customer, and You
29 May 2018
Contributed by Lukas
Steve interviews Jim Schleckser, a best-selling author and CEO advisor, on how good CEO's manage their time and attention, how the CX professio...
Recapping the CXPA Insight Exchange (Part 2)
22 May 2018
Contributed by Lukas
Steve Walker and Pat Gibbons discuss the importance of customer experience certification through the Customer Experience Professionals Association and...
Recapping the CXPA Insights Exchange (Part 1)
15 May 2018
Contributed by Lukas
CX professionals from across the globe met in New Orleans to exchange ideas and learn more about what's happening in the realm of customer experience....
Upping Your Sales Game (Part 2)
08 May 2018
Contributed by Lukas
In the second part of this podcast series, Steve continues his conversation with Bill Caskey on how CX leaders can improve their effectiveness in sale...
Upping Your Sales Game (Part 1)
01 May 2018
Contributed by Lukas
Bill Caskey, creator of the 2X Group and co-host of the Advanced Selling podcast, joins Steve for a conversation on how CX leaders can improve their e...
Angie's List: Bringing Customer Experience to Home Services
24 Apr 2018
Contributed by Lukas
Episode 16 Angie's List: Bringing Customer Experience to Home Services In this episode of the CX Leader Podcast, Steve welcomes guest Angie Hicks, co-...
How a Box of Invoices Tells a Story
17 Apr 2018
Contributed by Lukas
Steve welcomes Pat Gibbons, a customer experience professional and senior vice president at Walker, and discusses how storytelling can be a powerful a...
Why you'll never be great at all 10 CX traits
10 Apr 2018
Contributed by Lukas
Steve welcomes back Walker senior vice president Jennifer Batley to review the 10 traits of effective CX leaders and talk about how customer experienc...
The Business-Savvy CX Leader
03 Apr 2018
Contributed by Lukas
An effective CX leader will utilize the thought process needed to understand the key components of a situation and comprehend the consequences of acti...
Being a Catalyst for CX Change
27 Mar 2018
Contributed by Lukas
As CX professionals, we are looking to make a difference, engage our organizations and drive meaningful change on behalf of the customer. The problem ...
Being Innovative
20 Mar 2018
Contributed by Lukas
Disrupting the status quo can sometimes lead to innovative solutions when it comes to CX, and Steve discusses this trait with Walker senior vice presi...
Olympic-level Focus for CX Leaders
13 Mar 2018
Contributed by Lukas
CX professional Krista Roseberry joins Steve to discuss what she learned from binge-watching the Olympics: leaders need to be focused.
The Analytical Leader
06 Mar 2018
Contributed by Lukas
Steve welcomes back Dr. Troy Powell, vice president at Walker, to discuss how it's not necessary for CX leaders to know analytics, but it's critical f...
Do Me a Favor
27 Feb 2018
Contributed by Lukas
Steve welcomes guest Sonya McAllister to discuss how CX leaders need to be influential - persuading other people and teams to engage and join in effor...
Teamwork Makes the Dream Work
20 Feb 2018
Contributed by Lukas
Host Steve Walker invites guest Jennifer Batley, a senior vice president at Walker Information, to discuss collaboration as a part of our on-going ser...
Communicating Your CX Message
13 Feb 2018
Contributed by Lukas
In the third of the series "10 Traits of Effective CX Leaders," Steve welcomes guest Kristina Kittle, a consultant at Walker Information, to help expl...
Experience is Knowledge
06 Feb 2018
Contributed by Lukas
In the second of this 10-episode series, Steve welcomes back guest Melissa Meier, a certified customer experience professional and vice president of W...
The Passionate CX Leader
30 Jan 2018
Contributed by Lukas
This episode begins a 10-part series where host Steve Walker invites guests to highlight the ten traits of an effective CX leader. Lauri Jones, a cert...
At the Speed of Customers
23 Jan 2018
Contributed by Lukas
Steve and guest Troy Powell, Ph.D. and vice president of statistical solutions at Walker Information, discuss the importance of speed in your customer...
Making it Easy for Customers
16 Jan 2018
Contributed by Lukas
Steve and guest Melissa Meier, a certified customer experience professional and vice president at Walker Information, continue the discussion of the r...
The Importance of Personalization
09 Jan 2018
Contributed by Lukas
Steve discusses the importance of personalization from the recently released Walker research, "Customers 2020: A Progress Report" with guest Brad Harm...