315 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

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 Conundrum of Benchmarking

    The CX Conundrum of Benchmarking

    What are some of the more common challenges you encounter with your CX program? Have you noticed a particular common problem among CX programs when you converse with fellow CX pros? Benchmarking is an often-tackled problem for customer experience professionals and is not as simple as comparing your numbers with another company's scores. This episode is the inaugural show of a new series we’re calling “CX Conundrums,” where we’ll address common CX challenges and possible ways CX leaders can address them. Host Troy Powell dives into this conundrum with two seasoned CX professionals that have a great deal of experience in benchmarking: Sean Clayton who has 20+ years working with a wide range of companies and James Bampos whose background includes CX at various tech firms as well as leadership on a recent benchmarking initiative with the XM Institute.
    Find a transcript on the show notes page: https://cxleaderpodcast.com/the-cx-conundrum-of-benchmarking/
    Listen to more episodes at https://cxleaderpodcast.com/
    Learn more about Walker at https://walkerinfo.com/ 

    • 37 min
    Don't Forget Your Invoice

    Don't Forget Your Invoice

    There are many companies today that have embraced customer experience as a key strategic practice, working hard to put the customer first. But there’s often a part of the customer’s journey that is overlooked: when it’s time to pay the bill. Even in a recent episode, our host Pat Gibbons gave an example of a company dismissing customer feedback that identified invoicing as a pain point. So why do companies often adopt this mentality?  Host Pat Gibbons welcomes Philip Rürup, founder and CEO of troy, a customer experience focused collections company based in Germany, for a discussion on why CX professionals often overlook the payment process, and why it's worth their attention.
    Find a transcript on the show notes page: https://cxleaderpodcast.com/dont-forget-your-invoice/ 
    Learn more about troy at https://www.troy-bleiben.com/
    Listen to more episodes at https://cxleaderpodcast.com/
    Learn more about Walker at https://walkerinfo.com/ 

    • 25 min
    The Empathetic Frontline

    The Empathetic Frontline

    Great customer experiences comes from great employee experiences. It’s something we’ve discussed in several past episodes of this podcast and you can listen to our CX plus EX episodes on cxleaderpodcast.com. But how can you improve employee engagement for a large group of front-line employees, say a call center or large customer support operation? Host Sara Walker welcomes Victoria Stephens, director of client and payment experience at Flywire, a global payment software company, and a CXPA 2023 Emerging Leader award winner, for a discussion on equipping frontline employees for customer experience success.
    Find a transcript on the show notes page: https://cxleaderpodcast.com/the-empathetic-frontline/
    Learn more about Flywire at https://www.flywire.com/
    Listen to more podcasts at https://cxleaderpodcast.com/
    Learn more about Walker at https://walkerinfo.com/ 

    • 28 min
    Encore: Your Opinion Counts

    Encore: Your Opinion Counts

    Producer's Note:  March 8th, 2024 is International Women’s Day. This global event celebrates the social, economic, cultural, and political achievements of women, and serves as a call to action for accelerating women’s equality. To join in this celebration, we’d like to encore an episode that originally aired back in August of 2022 when Sara Walker hosted to highlight the wisdom of women CX leaders that were guests on the show. If you’d like to know more about International Women’s Day, you can go to internationalwomensday.com. Some information in this episode might be out of date, but it’s a great way to celebrate the phenomenal women CX leaders that have been on the show, and those that continue to drive customer experience excellence in organizations across the globe.
    Women's Equality Day is celebrated in the United States on August 26, commemorating the 1920 adoption of the Nineteenth Amendment to the United States Constitution, which prohibits the states and the federal government from denying the right to vote to citizens of the United States on the basis of sex. In honor of that event, and in honor of her great-grandmother Tommie Walker, who founded Walker in 1939, Sara Walker guests hosts to highlight words of wisdom from women who have been guests on The CX Leader Podcast.
    Learn more about International Women's Day at https://internationalwomensday.com
    Listen to more episodes at https://cxleaderpodcast.com/
    Learn more about Walker at https://walkerinfo.com/

    • 16 min
    The Data that Drives Change

    The Data that Drives Change

    If you're a CX professional then you've read your fair share of customer feedback comments. While most CX leaders love to read great comments from customers, there's always feedback that isn't so flattering, and your instinct may be to spring into action to fix whatever it was that caused the less than stellar review. Customer insights can be a powerful change agent, so leveraging feedback can be a great way to influence change within your company. What if we had some advice from someone on the operations side of the business; people who are responsible for implementing the changes that CX leaders suggest? Host Pat Gibbons welcomes Darren Byrne, vice president of global professional services at Wolters Kluwer, a global software solutions company, for a discussion on how CX feedback can be a driver of change within an organization.
    Find a transcription on the show notes page: https://cxleaderpodcast.com/the-data-that-drives-change/
    Listen to more episodes at https://cxleaderpodcast.com/
    Learn more about Walker at https://walkerinfo.com/ 

    • 31 min
    Products for Your Customers

    Products for Your Customers

    It goes without saying that designing any kind of product is no easy task. And in the case of software, balancing the engineering needs versus customer expectations can be daunting. Simple things like moving a button from the place it’s been for several versions can cause confusion and frustration. So it’s important to understand customers’ needs and communicate those needs to product designers. Host Sara Walker welcomes Naina Tahnilramani, a senior customer experience manager at Intuit and winner of the 2023 CXPA Emerging Leaders Award, for a discussion on the customer experience when launching new or updated products.
    Learn more about the CXPA Emerging Leaders Awards at: https://www.cxpa.org/advance-your-career/awards/emergingleaderawards
    Listen to more episodes at: https://cxleaderpodcast.com/
    Learn more about Walker at https://walkerinfo.com/ 

    • 28 min

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