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The CX Leader Podcast with host Steve Walker provides insights for customer experience (CX) and experience management (XM) leaders to improve their business results by unlocking the potentia...
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 w...
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...
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 dur...
Today's marketing playbooks put social media at the top of many strategies, but regardless of its prevalence, your website is still your bus...
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...
It's not easy changing people's minds. But we're approaching a season in which customer experience professionals are working hard to convinc...
Listening to your customers is the "window" to knowing how well your organization is performing in its customer experience efforts. Whether...
Producer's note: this episode originally dropped on October 11, 2022. While some details may have changed since it's original publication, w...
As consumers we've all interacted in different ways with companies. Sometimes an automated system, online chat, an app on our phones, or eve...
What's the first thing you think of when asked, "how well do you listen?" Many CX professionals might think of their listening systems: surv...
It's human nature to compare what we do professionally – and even personally – with others and CX leaders are no different. So Walker, along...
CX leaders have become increasingly effective at taking action on customer feedback. Today many organizations have effective closed-loop pro...
In today's consumer world, we are inundated with advertising from countless online and offline mediums, and too often companies think that's...
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...
Producer's Note: This podcast was originally released on April 4, 2023. As always with our encore episodes, please note that some details mi...
We'll bet you've heard this one: you call customer support and encounter an automated system. Despite your best efforts to speak clearly, th...
In this bonus episode, Pat Gibbons describes his experiences at the Qualtrics X4 event in Salt Lake City, Utah, on May 1-3. With thousands o...
It's common today that, as consumers, we receive a survey after all kinds of experiences – shopping, travel, home repair – you name it. You...
Maybe it's a concert headlining Beyonce, U2, or Taylor Swift? Or perhaps your favorite NFL team is playing their rivals this weekend? Perhap...
Conversations around diversity, equity, and inclusiveness have been happening in many companies in the U.S., and healthcare is no exception,...
We've all experienced it: that nagging, frustrating, and sometimes maddening feeling we get when something collides with our productivity. A...
Bonus content are audio clips of interviews that we couldn't include in an episode but still contains great advice for our listeners, and th...
Producer's Note: This episode originally released on March 7, 2023. Natalie Onions discussed how she became a customer experience profession...
It's an often-misunderstood industry that exists between healthcare and hospitality and includes all the complexities of strict regulation a...
Just like any other business process, customer experience programs can sometimes get a little stale or outdated. As CX leaders, it's our res...
What are some of the more common challenges you encounter with your CX program? Have you noticed a particular common problem among CX progra...
There are many companies today that have embraced customer experience as a key strategic practice, working hard to put the customer first. B...
Great customer experiences comes from great employee experiences. It's something we've discussed in several past episodes of this podcast an...
Producer's Note: March 8th, 2024 is International Women's Day. This global event celebrates the social, economic, cultural, and political ac...
If you're a CX professional then you've read your fair share of customer feedback comments. While most CX leaders love to read great comment...
It goes without saying that designing any kind of product is no easy task. And in the case of software, balancing the engineering needs vers...
Ever see the old classic Alfred Hitchcock movie, "The Birds"? There's a famous scene when a flock of crows attack a group of fleeing school...
Bonus Content! We interview many great customer experience professionals and they have a ton of great advice to share. But sometimes we have...
Chances are, if you're a regular listener to this show, you at the very least have a healthy respect for customer experience and the value i...
Producer's Note: This episode originally dropped on February 14, 2023. Steve Walker interviewed Justin Zalewski on how CX professionals can...
That's right - 300 episodes! Walker has been producing this podcast since January of 2018 and collected over 150 hours of content, discussed...
The famous quantum theory thought experiment called "Schrodinger's Cat" imagines a cat is placed in a box with a vial of poison. Schrodinger...
Let's face it: not every person is well-suited to be, quote, "customer-facing." Whether it's their personality, their specific job requireme...
Most customer experience pros know about transactional and relational surveys, but did you know there's a third kind of survey you may need...
Think about a time when you visited someplace that's meaningful to you: a special museum, the distillery of your favorite beverage, a presid...
While there is some historical debate on this, Aristotle is widely recognized as one of the early inventors of the scientific method – the w...
It's a subject on which we've dedicated several episodes: employee experience. And we've even covered how to effectively combine CX and EX,...
Companies often struggle with knowing their customer's needs and why they actually stay customers. Are they happy? Are they looking elsewher...
According to a recent Pew Research Center survey, the majority of workers in the U.S. say that focusing on DEI in the workplace is "a good t...
There's so much talk about artificial intelligence these days. With stories of how it is changing the world on so many fronts, customer expe...
There's an adage that implies designers and data scientists sometimes don't always see eye to eye. Designers look for esthetics and the func...
We must warn you: the podcast episode you're about to listen to is filled with frightful tales of deliveries gone wrong, misdirected concert...
In 1989, Evered and Selman put forward the idea that looking at managers as "coaches" creates a better culture for employees. They say, "coa...
You're ready to get going on gathering customer feedback, but there's always that looming question: what will we ask them and how much is to...
Managing your money is already a stressful task, and it's sometimes difficult to intentionally think ahead about what happens when we retire...