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

It's human nature to compare what we do professionally – and even personally – with others and CX leaders are no different. So Walker, along with the Customer Experience Professionals Association (CXPA), launched The CX Leader Pulse as a way to give customer experience professionals a look into what companies are, and are not, doing within their CX programs. The results of the first study are in and host Pat Gibbons welcomes Walker’s own Troy Powell, Vice President of Strategy & Analytics, and Greg Melia, CEO of the CXPA, to discuss what was discovered.
Find a transcript of this episode on the show notes page: https://cxleaderpodcast.com/the-results-are-in/
To participate in The CX Leader Pulse, visit https://walkerinfo.com/pulse
List to more episodes at https://cxleaderpodcast.com/
Learn more about the Customer Experience Professionals Association at https://cxpaglobal.org/ 
Learn more about Walker at https://walkerinfo.com/ 

CX leaders have become increasingly effective at taking action on customer feedback. Today many organizations have effective closed-loop programs that efficiently route insights to the right person for timely action. However, there’s a blind spot – the vast majority of customers never provide their feedback. Actually that’s more than a blind spot. It’s a black hole! This episode's guest has built an impressive early warning system that addresses this problem. Host Pat Gibbons welcomes Maddie Clark, Customer Experience Insights Senior Manager at ServiceNow, for a discussion on how she built an early warning system that addresses the problem of identifying dissatisfied customers that don't provide feedback.
Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/the-black-hole-of-cx/
Learn more about ServiceNow at https://servicenow.com/
Listen to more episodes at https://cxleaderpodcast.com/
Learn more about Walker at https://walkerinfo.com/

In today's consumer world, we are inundated with advertising from countless online and offline mediums, and too often companies think that's what really drives their brand. But if you're a customer experience leader, you know experience has possibly become the most prominent ingredient in a company's brand. So how do we make it work? How do CX leaders ensure an experience that influences the brand and reputation of their organization in a positive way? Host Pat Gibbons welcomes Keith Farley, senior vice president for individual benefits at Aflac, to discuss the experience of directing CX at one of the world's most famous brands.
Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/your-brand-and-cx-theyre-connected/
Learn more about AFLAC at https://www.aflac.com/
Listen to more episodes at https://cxleaderpodcast.com/
Learn more about Walker at https://walkerinfo.com/

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 each year to all customers asking about their satisfaction with the products and services they interacted with. The field has since greatly evolved as what we now call customer experience regularly receives customer feedback from multiple surveys and unstructured data, and we get that data from across multiple channels. But we still have a lot of evolution left if we want to keep up with the changes our companies are dealing with. Host Troy Powell welcome Isabelle Zdatny from the Qualtrics XM Institute to discuss the evolution of customer experience and experience management.
Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/its-moving-really-fast/
Learn more about the XM Institute at https://www.xminstitute.com/ 
Listen to more podcasts at https://cxleaderpodcast.com/
Learn more about Walker at https://walkerinfo.com/ 

Producer's Note: This podcast was originally released on April 4, 2023. As always with our encore episodes, please note that some details might be different, but the advice from Stacy Sherman regarding inclusiveness in CX and EX is still valuable. 
People in general want to do good things for others. But it’s easy to assume that everyone sees the world with similar eyes. We live in a diverse world with people that have different needs, so it’s important that CX professionals plan and accommodate so the experience is accessible and meaningful for all their customers. Host Steve Walker welcomes Stacy Sherman, a customer experience and marketing keynote speaker, content creator, and host of the podcast "Doing CX Right", for a discussion on creating inclusive experiences for customers and employees with different needs and abilities. 
Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/the-inclusive-experience/
Read more about Stacy on her website: https://doingcxright.com/ 
Listen to more episodes at https://cxleaderpodcast.com/
Learn more about Walker at https://walkerinfo.com/ 
 

We'll bet you've heard this one: you call customer support and encounter an automated system. Despite your best efforts to speak clearly, the voice on the other end of the line can’t understand you. Or, how about when you’ve finally reached someone and they need to transfer you to another agent. After waiting on hold for a while, the second agent finally answers the phone but asks you to explain the problem all over again. That is s a particularly frustrating experience, and you’re not alone according to a recent study by RingCentral and Opinium Research. Host Sara Walker welcomes Jim Payne, director of product marketing at RingCentral, a provider of AI-first cloud-based communication and collaboration solutions, for a discussion about the report's findings and how AI can help ease those customer support pain points.
You can read more about RingCentral and Opinium Research's report here: https://www.ringcentral.com/us/en/blog/can-ai-fix-bad-customer-service/
Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/can-ai-save-customer-support/
Listen to more episodes at https://cxleaderpodcast.com/
Learn more about Walker at https://walkerinfo.com/