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The CX Leader Podcast

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The CX Leader Podcast with host Steve Walker provides insights for business leaders to improve their business results by unlocking the potential of their customer experience, helping their customers and prospects want to do more business. Steve is CEO and Chairman of Walker Information, a business consulting firm that can help you put your customers at the heart of all your business decisions.

The CX Leader Podcast with host Steve Walker provides insights for business leaders to improve their business results by unlocking the potential of their customer experience, helping their customers and prospects want to do more business. Steve is CEO and Chairman of Walker Information, a business consulting firm that can help you put your customers at the heart of all your business decisions.
More Information

Location:

United States

Description:

The CX Leader Podcast with host Steve Walker provides insights for business leaders to improve their business results by unlocking the potential of their customer experience, helping their customers and prospects want to do more business. Steve is CEO and Chairman of Walker Information, a business consulting firm that can help you put your customers at the heart of all your business decisions.

Twitter:

@walkerinfo

Language:

English

Contact:

317-843-3939


Episodes

Customer-focused Training

12/4/2018
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Continuing in our User series, Steve welcomes Sharon Bislich and Carolyn Bodkin to discuss how Medxcel, a medical facilities management company, incorporates customer experience into their training programs.

Duration:00:24:37

Read More Science Fiction

11/27/2018
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How does the customer experience practice work with other disciplines? In the inaugural episode of a new series, Steve explores the intersection of CX and UX (user experience) with guests Mike Miserendino and Suzi Shapiro from GravityDrive, a user experience consulting services company in Indianapolis.

Duration:00:24:30

The Personal Touch

11/13/2018
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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 franchise model and how personal relationships with customers are competitive advantages for today's retailers.

Duration:00:24:21

Convenience Trumps Price

11/6/2018
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Continuing the "CX Luminary" series highlighting the "rock stars" of customer experience, Steve welcomes Shep Hyken to the podcast to discuss how he got his start in CX and how making convenience can bring your company a competitive edge.

Duration:00:22:08

CX Horror Stories

10/31/2018
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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 of customer experience failures and discuss how they could have been avoided.

Duration:00:21:46

Making CX Work at Johnson Controls

10/23/2018
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Steve introduces a new podcast series in which he explores how companies implement their customer experience programs. Matt Inman and Matt Sharp join Steve to discuss the CX program at Johnson Controls and how to ensure various regional and product programs remain cohesive within a global company.

Duration:00:24:50

What's your "word-of-mouth" strategy?

10/16/2018
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Businesses often focus on various types of strategies to get ahead in the market: sales strategy, market strategy, customer experience strategy - but do you have a "word-of-mouth" strategy? Steve welcomes New York Times bestselling author Jay Baer to discuss his new book, "Talk Triggers", and how companies can recruit their own customers into becoming marketing volunteers.

Duration:00:24:03

Becoming the Chief "Charismatic" Officer

10/9/2018
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Steve continues with the Luminaries of CX series in a discussion with Diane Magers, the interim CEO of the Customer Experience Professionals Association on what skills make the best CX pros and her views on the future of the profession.

Duration:00:21:23

CX Day Celebration!

10/2/2018
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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 experience a rewarding profession. Guests include Karen Mangia (Salesforce), Jeffrey Louden (Indiana Farmers Insurance), Sheila March (Ascension Healthcare), Valerie Jones (Calumet Specialty), and Kim Howard (Wild Birds Unlimited).

Duration:00:31:12

Getting over the bump

9/25/2018
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Host Steve Walker welcomes Megan Burns, CEO of Experience Enterprises, as the next guest in the Luminaries of CX series. The conversation includes how Burns started her career in the CX space and what the future hold for the customer experience industry.

Duration:00:20:51

From CRM to CX

9/18/2018
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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 he started in the customer experience industry and his thoughts on the future of the CX movement.

Duration:00:25:20

Empowering CX with Actionable Information

9/11/2018
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In the fourth episode of the CX technology series, Steve discusses the perspective from the technology provider with Kirk Baetens who is a global partner manager for Qualtrics, a world-class provider in experience management software and Walker’s technology partner.

Duration:00:16:18

The Pitfalls of Tech

9/4/2018
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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. Steve welcomes Walker technology experts Ryne Fanning and Rich Boits to the podcast for a discussion on how to avoid common mistakes when planning your technology strategy.

Duration:00:21:22

What's your goal?

8/28/2018
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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 how to gauge success by defining your goals.

Duration:00:15:39

Let's Talk Tech

8/21/2018
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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 it's critical for CX leaders to be knowledgeable about what technology is available to improve the customers’ experience.

Duration:00:16:37

Improving the patient experience

8/14/2018
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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-founder and president of OurHealth, Dr. Jeff Wells, and they discuss what it means to provide better experiences for patients and how that compares to the customer experience space.

Duration:00:23:45

A real-world SPRINT

8/7/2018
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In the third episode of the Change Management series, Steve welcomes back consultant Jack Walker and first-time guest Britt Kennedy, a director of customer intelligence from Sysco, to describe how the SPRINT process was applied to create a new solution within their CX program.

Duration:00:17:22

SPRINTing to a solution

7/31/2018
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"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 of weeks - or months! But in the customer experience realm, speed is critical. Steve welcomes consultant Jack Walker to explain how the SPRINT process used in software companies can take the time needed to develop new CX programs from months down to days.

Duration:00:17:16

You need to drive action!

7/24/2018
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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 Walker expert Noah Grayson to begin a three-episode series on change management and how to effectively drive action in your company.

Duration:00:19:08

Don't let your brand make false promises

7/17/2018
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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 Jennifer Batley, a vice president and certified customer experience professional at Walker, for a discussion on how to make certain your brand aligns with your customer experience.

Duration:00:19:04