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

Every first Tuesday of October, CX pros take a moment to celebrate their profession and bring awareness to the benefits of a great customer experience, and we hope you’re celebrating with us as well! Since 2011, the Customer Experience Professionals Association, or CXPA, has been dedicated to the advancement of the CX profession and continues to provide support for customer experience professionals throughout their career. Guest host Pat Gibbons welcomes Greg Melia, CEO of the CXPA, for a discussion on why we should take time to celebrate all things CX.
Learn more about the CXPA at https://www.cxpaglobal.org/
Listen to more episodes at https://cxleaderpodcast.com/
Learn more about Walker at https://walkerinfo.com/

You've planned a great program for gaining customer feedback, but there's just one problem: a low response rate. On this edition of The CX Leader Quick Tips Minicast, Walker expert Drew Hall has some advice on how to manage your lists to encourage a healthier response rate, therefore gathering a better quality of customer feedback.
Listen to more Quick Tips at https://cxleaderpodcast.com/quicktips/
Learn more about Walker at https://walkerinfo.com/ 
 

When did customer experience come into existence? If you’ve listened to this show for a while, you’ll know there was no definitive “big bang” event for CX. It evolved from various other disciplines into the “ethos” of customer centricity that it is today. And there’s no stopping it – customer experience is here to stay, and we can’t wait to see what’s in store for the future. Host Steve Walker welcomes back Megan Burns, a world-renowned author, keynoter, and CX expert, for a discussion on the past, present, and future of customer experience. 
Learn more about Megan at https://megan-burns.com/ 
Listen to more episodes at https://cxleaderpodcast.com/
Learn more about Walker at https://walkerinfo.com/ 

You’ve heard us promote the US Customer Experience Awards several times on this program. If you’re not familiar with them, we recommend you check them out at usacxa.com. In this episode, host Steve Walker had the privilege of welcoming a CX leader that helped earn their company the Overall Winner of the 2023 Customer Experience Awards, in addition to winning gold and silver awards in several other categories. Steve welcomes Riccardo Porta, the Global Director for CX at Dow, the materials and science company, for a discussion on their program and a look into the Advanced Manufacturing CX Consortium (AMCX).
Learn more about Dow at https://www.dow.com/
Learn more about the Advanced Manufacturing CX Consortium at https://corporate.dow.com/en-us/seek-together/cx-benchmarking-for-b2b.html 
Listen to more episodes at https://cxleaderpodcast.com/
Learn more about Walker at https://walkerinfo.com/ 

Respondents to your surveys are like notes in a symphony of data: if the right notes are played, you have a musical masterpiece. But if some are playing wrong notes, a dissonant chaos of sound can confuse the listeners. In the inaugural edition of The CX Leader Quick Tips Minicast, Walker expert Tanner Smith discusses how CX experts can make certain they're playing the right notes so they have clear insights into their customers. 
Listen to more Quick Tips at https://cxleaderpodcast.com/quicktips/
Learn more about Walker at https://walkerinfo.com/ 

Data is flying everywhere and CX pros are always striving to gobble-up whatever insights they can get about their customers. It’s easy to look at an average support call time, or NPS scores to get an idea of how things are going. But what about the things that are more difficult to quantify? How do find a hard number for something like customer service? Host Steve Walker welcomes Nathan Bobay, director for Consumer Service at Delta Faucets, for a discussion on quantifying the value of service.
Learn more about Delta Faucets at https://www.deltafaucet.com/
Listen to more episodes at https://cxleaderpodcast.com/
Learn more about Walker at https://walkerinfo.com/