328 episodes

The CX Leader Podcast provides insights for customer experience (CX) and experience management (XM) leaders to improve their business results by unlocking the potential of their customer experience, helping their customers and prospects want to do more business with them. The CX Leader Podcast is produced by Walker, an experience management consulting firm that helps companies accelerate their XM success.

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

    • Business
    • 4.6 • 5 Ratings

The CX Leader Podcast provides insights for customer experience (CX) and experience management (XM) leaders to improve their business results by unlocking the potential of their customer experience, helping their customers and prospects want to do more business with them. The CX Leader Podcast is produced by Walker, an experience management consulting firm that helps companies accelerate their XM success.

    Your Brand and CX: They're Connected!

    Your Brand and CX: They're Connected!

    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/

    • 26 min
    It's Moving Really Fast

    It's Moving Really Fast

    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/ 

    • 33 min
    Encore: The Inclusive Experience

    Encore: The Inclusive Experience

    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/ 
     

    • 27 min
    Can AI Save Customer Support?

    Can AI Save Customer Support?

    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/

    • 29 min
    Bonus: We Asked CX Leaders at X4 About Their Top XM Challenges

    Bonus: We Asked CX Leaders at X4 About Their Top XM Challenges

    In this bonus episode, Pat Gibbons describes his experiences at the Qualtrics X4 event in Salt Lake City, Utah, on May 1-3. With thousands of experience management professionals in attendance, Pat had an opportunity to discuss the top challenges facing XM professionals within their own organizations. Hosted at the Walker exhibit booth, professionals were asked to participate in an unique exercise that demonstrated the concerns experience management leaders are facing.
    Read more about X4 and details results from the exercise on our blog: https://walkerinfo.com/top-xm-challenges-results-from-x4/
    Find a transcript of this episode on the show notes page: https://cxleaderpodcast.com/bonus-2024-x4-results/
    Listen to more episodes at https://cxleaderpodcast.com/
    Learn more about Walker at https://walkerinfo.com/

    • 9 min
    Rounds and Rounds We Go

    Rounds and Rounds We Go

    It’s common today that, as consumers, we receive a survey after all kinds of experiences – shopping, travel, home repair – you name it. You fill out a survey with the hope that it might change the next outcome to be better. But what about the here and now?  As experience management improves consumers are demanding action during the experience. Now think of yourself not only as a consumer, but as a patient and the timeliness of feedback and action becomes that much more important. Host Pat Gibbons welcomes Laura Anning, Chief of Patient Experience for Washington Hospital Healthcare System, and Liz Wallshield, Senior Technology Consultant at Walker, for a discussion on using patient rounding as a way to quickly action on feedback. 
    Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/rounds-and-rounds-we-go/
    Learn more about Washington Hospital Healthcare System at https://www.whhs.com/
    Listen to more podcasts at https://cxleaderpodcast.com/
    Learn more about Walker at https://walkerinfo.com/

    • 26 min

Customer Reviews

4.6 out of 5
5 Ratings

5 Ratings

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