100 episodes

The CX Leader Podcast with host Steve Walker provides insights for customer experience 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.

CX Leader Podcast with Steve Walker | A resource for customer experience leaders Walker Information

    • Business
    • 5.0, 2 Ratings

The CX Leader Podcast with host Steve Walker provides insights for customer experience 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.

    Turn Back Time: Take Home Value from the COVID-19 Series

    Turn Back Time: Take Home Value from the COVID-19 Series

    Producer Chris Higgins highlights some of the best "take home value" from guests during the COVID-19 series of podcasts, giving CX leaders advice they can put into practice right away, improving their customer experience.

    • 15 min
    Calling for Alignment

    Calling for Alignment

    There can be many cogs in the machine that is customer experience, and making certain they all align is important if that “machine” is to function correctly. Host Steve Walker and guest Ted Bernard, a managing principal at Invantage Group, discuss how making certain the many pieces of CX, like customer support, align with your overall customer experience strategy.

    • 26 min
    Make It Personal

    Make It Personal

    Utilities are a vital part of everyday living in modern times: it’s our power, heat, communication, and, of course, our source of water, which is the only utility consumable by humans. This presents a different level of complexity and challenges for a company preparing and treating water for customers. Host Steve Walker welcomes guest Georgetta Parisi, vice-president for customer operations at Aqua, an Essential utility company that provides water and wastewater services.

    • 24 min
    Here to Help

    Here to Help

    While their toolbox might be fairly well-stocked, these unprecedented times are leaving some CX pro’s frustrated on next steps, wondering how to continue to collect insights and feedback while not appearing insensitive. Host Steve Walker welcomes Brian Stucki, an executive vice president and general manager of Customer Experience Business at Qualtrics, a leading experience management platform, to discuss how companies need to step back from focusing on metrics and look to the "human side" during a crisis.

    • 26 min
    Small Data Leads to Big Change

    Small Data Leads to Big Change

    CX leaders today are having to make critical decisions on whether they should bother customers for feedback or find other ways to gather insights. Luckily there are tools in our CX toolbox that can help CX pros collect feedback, and unstructured voice of the customer is one of those tools. Steve Walker welcomes Cary Cusumano, a CCXP and principal client partner in customer experience design for Verizon to discuss ways to reconstruct the customer journey without using potentially intrusive practices.

    • 27 min
    Relationship Advice for CX Leaders

    Relationship Advice for CX Leaders

    CX leaders are often tasked with managing change throughout the company in order to create exceptional CX programs, and building relationships is key to helping manage that change. But when life is disrupted on a global scale, it's critical that everyone in the company trusts each other to make certain CX is not sidelined. Host Steve Walker welcomes guest Stuart Gilchriest, a CCXP with Hertz, for a discussion on how taking the time to building relationships within the company can help in times of crisis.

    • 21 min

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