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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

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

The CEO, the Customer, and You

5/29/2018
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Steve interviews Jim Schleckser, a best-selling author and CEO advisor, on how good CEO's manage their time and attention, how the CX professional can speak the CEO's language, and the importance of CX from the perspective of the c-suite. Read more about Jim on his website, www.jimschleckser.com, and you can purchase your copy of "Great CEOs are Lazy" at Amazon.com.

Duration:00:22:54

Recapping the CXPA Insight Exchange (Part 2)

5/22/2018
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Steve Walker and Pat Gibbons discuss the importance of customer experience certification through the Customer Experience Professionals Association and how CXPA will play a role in the future of CX.

Duration:00:12:38

Recapping the CXPA Insights Exchange (Part 1)

5/15/2018
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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. Steve welcomes Pat Gibbons back to the podcast to share what Walker associates learned was on the minds of CX pros.

Duration:00:12:01

Upping Your Sales Game (Part 2)

5/8/2018
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Episode 18: Upping Your Sales Game (Part 2) - In the second part of this podcast series, Steve continues his conversation with Bill Caskey on how CX leaders can improve their effectiveness in sales. Bill is the creator of the 2X Group and co-host of the Advanced Selling podcast. Learn more about Bill at https://billcaskey.com and download Bill's resource "How to Give Your Customers a Great Buying Experience" at https://billcaskey.com/cxleader

Duration:00:15:15

Upping Your Sales Game (Part 1)

5/1/2018
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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 effectiveness in sales.

Duration:00:13:31

Angie's List: Bringing Customer Experience to Home Services

4/24/2018
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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-founder of Angie's List and chief customer officer for ANGI Home Services. Angie discusses Angie's List's beginning and how they became a disruptor to an entire business sector, bringing customer experience to the forefront of the home services industry. Read more about Angie Hicks at angiehicks.com. Read more about ANGI Home Services at...

Duration:00:21:47

How a Box of Invoices Tells a Story

4/17/2018
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Steve welcomes Pat Gibbons, a customer experience professional and senior vice president at Walker, and discusses how storytelling can be a powerful addition to the customer experience professional's toolbox.

Duration:00:17:42

Why you’ll never be great at all 10 CX traits

4/10/2018
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Steve welcomes back Walker senior vice president Jennifer Batley to review the 10 traits of effective CX leaders and talk about how customer experience professionals rated themselves at the Qualtrics X4 Summit. Jennifer also introduces an eleventh “bonus” trait.

Duration:00:19:21

The Business-Savvy CX Leader

4/3/2018
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An effective CX leader will utilize the thought process needed to understand the key components of a situation and comprehend the consequences of actions. Steve welcomes Noah Grayson, a CX professional and senior vice president at Walker, to discuss the trait of being a business savvy CX leader.

Duration:00:20:23

Being a Catalyst for CX Change

3/27/2018
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As CX professionals, we are looking to make a difference, engage our organizations and drive meaningful change on behalf of the customer. The problem is being that catalyst for change in organizations can be difficult. Steve welcomes guest Allison Grayson, a certified CX professional and vice president at Walker, to discuss strategies to help drive meaningful change in your CX program.

Duration:00:18:34

Being Innovative

3/20/2018
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Disrupting the status quo can sometimes lead to innovative solutions when it comes to CX, and Steve discusses this trait with Walker senior vice president and customer experience professional Sean Clayton.

Duration:00:17:49

Olympic-level Focus for CX Leaders

3/13/2018
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CX professional Krista Roseberry joins Steve to discuss what she learned from binge-watching the Olympics: leaders need to be focused.

Duration:00:13:53

The Analytical Leader

3/2/2018
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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 for them to think analytically.

Duration:00:17:05

Do Me a Favor

2/27/2018
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Steve welcomes guest Sonja McAllister to discuss how CX leaders need to be influential - persuading other people and teams to engage and join in efforts to create a customer experience that provides a competitive advantage.

Duration:00:15:26

Teamwork Makes the Dream Work

2/20/2018
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Host Steve Walker invites guest Jennifer Batley, a senior vice president at Walker Information, to discuss collaboration as a part of our on-going series on the 10 traits of effective CX leaders.

Duration:00:15:00

Communicating Your CX Message

2/13/2018
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In the third of the series "10 Traits of Effective CX Leaders," Steve welcomes guest Kristina Kittle, a consultant at Walker Information, to help explain the importance of communication skills as a trait for effective CX leaders.

Duration:00:15:38

Experience is Knowledge

2/6/2018
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In the second of this 10-episode series, Steve welcomes back guest Melissa Meier, a certified customer experience professional and vice president of Walker Information, to discuss the importance of being knowledgeable in your field as a CX leader.

Duration:00:12:34