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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

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

So you have a journey map... what now?

7/10/2018
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Customer journey maps are an excellent resource for companies to refine their CX initiatives, but companies often leave them on the shelf to collect dust. In the third of our series on avoiding the detours that can prevent your journey maps from going the distance, Steve welcomes back CX expert Allison Grayson, a vice president at Walker, to discuss how companies can activate their journey map, taking full advantage of their value.

Duration:00:16:23

Don't drive past your customers!

7/3/2018
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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 find your journey map is not accurate to your customer experience. Steve discusses how to avoid this detour with Krista Roseberry, a vice president at Walker, and Tracy DeCarlo, director of performance management, client and member services at ELAP Services.

Duration:00:20:46

Steer clear of the process map

6/26/2018
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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, Steve discusses how to avoid the process map detour with guests Melissa Meier from Walker, and Sheila March from Ascension Ministry Service Center.

Duration:00:18:55

The Right Tool for the Right Job

6/19/2018
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In the third episode of our series on Building Your Listening Architecture, Steve welcomes Dr. Kyle Groff, a senior principal for global CX strategy at Qualtrics to discuss the tools and strategies in gathering customer insights.

Duration:00:19:20

#Frankensurvey

6/12/2018
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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 strategy? Steve welcomes Dr. Troy Powell to the podcast to discuss the dangers of not effectively planning your listening architecture and how you can avoid relying on the "Frankensurvey" to gather valuable customer insights.

Duration:00:20:47

Requirements, Planning, and Execution

6/5/2018
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Allison Grayson, a certified customer experience professional and vice president at Walker, joins Steve to talk about the importance of an effective listening architecture and how careful planning will benefit your CX program.

Duration:00:19:02