251 episodes

The CX Leader Podcast with host Steve Walker 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. Steve is CEO and Chairman of Walker, a experience management consulting firm that helps companies accelerate their XM success.

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

    • Business
    • 4.9 • 33 Ratings

The CX Leader Podcast with host Steve Walker 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. Steve is CEO and Chairman of Walker, a experience management consulting firm that helps companies accelerate their XM success.

    Anticipate and Elevate

    Anticipate and Elevate

    It's no secret that most companies have different groups of customers with differing needs. And we, as CX leaders, naturally need to able to adapt our programs to account for those differences. Depending on your company, differences between your customer segments might be small. But for businesses where each segment’s needs are vastly different, more complex experience strategies might be necessary. So how does a CX pro design and execute for different customer segments? Host Steve Walker welcomes Leigh Redington, general manager at Potawatomi Carter Casino Hotel in Wabeno, Wisconsin, for a discussion on designing experiences for various customer segments.
    Listen to more episodes of The CX Leader Podcast here: https://cxleaderpodcast.com/
    Learn more about Walker at https://walkerinfo.com/

    • 31 min
    Sense and Respond

    Sense and Respond

    In the 250th episode of The CX Leader Podcast, we'll continue the series “CX Now - Eight Essential Themes Driving CX Evolution” by discussing adaptability: how companies should maintain an agile mindset in order to provide the best possible experience for customers. Host Steve Walker welcomes Drew Hall, a vice president and team lead from Walker, to discuss why companies need to move away from the old-world model of "make and sell" model and adopt a more "sense and respond" mentality.
    Find more episodes and blog articles in our CX Now series at https://walkerinfo.com/cxnow/
    Find more episode of The CX Leader Podcast at https://cxleaderpodcast.com/
    Learn more about Walker at https://walkerinfo.com/ 

    • 28 min
    Emotions Matter

    Emotions Matter

    There are lots of different ways to measure what a customer thinks about your company. But customer emotions can be pretty tricky. How a customer feels can affect other metrics – someone who’s happy with their service will likely provide a high NPS rating. Someone who is angry or frustrated will likely choose “very unsatisfied” in a CSAT survey. So it’s important to understand the emotions of a customer as context for other metrics. But what about more complicated relationships, like a B2B2C channel? On this episode, host Steve Walker welcomes Nancy Flowers, director of customer experience at Voya Financial* and featured in Jim Tincher's newest book, "Do B2B Better". Nancy discusses why CX pros needs to remember that emotions are important for B2C and B2B channels.
    Learn more about the book, "Do B2B Better" at https://heartofthecustomer.com/dob2bbetter/ 
    Listen to more episodes at https://cxleaderpodcast.com/
    Learn more about Walker at https://walkerinfo.com/
    * Production note: We interviewed Nancy Flowers in November of 2022. At that time she was the vice president for insights and loyalty at Hagerty and discusses her experiences at that company. She has since accepted a position at Voya Financial, and while she no longer speaks officially for Hagerty, we have permission to release this episode since she was working for that company at the time of the interview. 

    • 27 min
    The Data Endgame

    The Data Endgame

    Some organizations collect very little data and some collect a ton of data. But like many other aspects of customer experience, CX pros should be thinking of the end goal when designing programs and integrating their data. A "data diet:" everything in moderation. As part of our continuing series "CX Now: Eight Essential Themes Driving CX Evolution," host Steve Walker welcomes Ashley Hicks for a discussion on how CX pros can organize, integrate, and constructivley access their data to make better business decisions.
    Read more about the "CX Now" series here: https://walkerinfo.com/cxnow/ 
    Find more episodes at https://cxleaderpodcast.com/
    Learn more about Walker at https://walkerinfo.com/ 

    • 23 min
    It's Gotta Be Seamless

    It's Gotta Be Seamless

    Many have experienced the dreaded "handoff" - that experience where someone calls into support and get transferred multiple times, to the point where frustration compels them to simply hang up. Continuing the series "CX Now: Eight Essential Themes Driving CX Evolution," host Steve Walker welcomes Diane Skirvin, vice president and team lead at Walker, to discuss the importance of making customer experiences seamless.
    Listen and read more about the CX Now series at https://walkerinfo.com/cxnow
    Listen to more episodes at https://cxleaderpodcast.com/
    Learn more about Walker at https://walkerinfo.com/ 

    • 27 min
    Creating Structure out of Unstructured Data

    Creating Structure out of Unstructured Data

    Data is everywhere! And CX pros have structured ways to keep it all organized. But what about all the UNstructured data your customers provide? While there are some challenges in using unstructured data, it has the potential to bring a rich set of insights about your customer experience efforts. Host Steve Walker welcomes Ellen Loeshelle, director of product management, XM Discover at Qualtrics, for a discussion on how customer experience professionals can take advantage of the tools available to extract the value from unstructured data.
    Learn more about Qualtrics XM Discover at https://www.qualtrics.com/discover/
    Listen to more podcasts and subscribe to the show at https://cxleaderpodcast.com/
    Learn more about Walker at https://walkerinfo.com/ 

    • 31 min

Customer Reviews

4.9 out of 5
33 Ratings

33 Ratings

derbeagle ,

Insights Abound

Lots of valuable nuggets in nearly every episode.

J. Barshop ,

Awesome show, highly recommend!

Steve and his guests provide some incredibly actionable and compelling content on how to effectively grow your business by championing your customer.

Highly recommend listening and subscribing to CX Leader Podcast if you want the knowledge AND mindsets to build a brand customers flock to (and reach your overall business goals as a result)!

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