243 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 • 32 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.

    Let's Play!

    Let's Play!

    One toy that was, and continues to be a popular choice for both parents and kids is LEGO®. So named after the Danish phrase to “play well”, LEGO® bricks and playsets are still a best-selling product today. So you might be asking, “what does this have to do with customer experience?” Host Steve Walker welcomes Sirte Pihlaja, CEO and customer experience optimizer for Shirute, a customer experience research and strategy company, to discuss how she utilizes the LEGO® Serious Play® method to build better customer experiences.
    Learn more about Shirute at https://www.shirute.com/en/
    Read more about the LEGO® Serious Play® method for CX professionals: https://www.shirute.fi/en/shirute-cxplay/
    Listen to more episodes at https://cxleaderpodcast.com/
    Learn more about Walker at https://walkerinfo.com/ 
     
     

    • 33 min
    The Right "Now"

    The Right "Now"

    Speed has always been an important factor in delivering a great experience to customers. And many times "fastest" is best. But there are some situations in which you could almost be too fast, so the trick is to find the right "now." Host Steve Walker welcomes Jay Baer, a keynote speaker and author on customer experience, to discuss his latest research in collaboration with StatsSocial, “Time to Win: the Consumer Patience Study."
    Download the study for free at https://www.thetimetowin.com/
    Learn more about Jay Baer at https://www.jaybaer.com/ 
    Find more episodes and subscribe to The CX Leader Podcast at https://cxleaderpodcast.com/
    Learn more about Walker at https://walkerinfo.com/ 

    • 28 min
    The Three Levels of Personalization

    The Three Levels of Personalization

    Designing ways to personalize the customer experience is essential. But there are different levels in which personalization can be executed: reactive, selected customer, and proactive. And customer experience programs that are not fully executing on personalized experience could be dropping the ball. In the second episode of our series "CX Now: Eight Essential Themes Driving CX Evolution," Steve Walker welcome Saari Gardner, vice president of advisory and managed services at Walker for a discussion on way companies can take their personalization efforts to the next level.
    Find more resources in our "CX Now" series at: https://walkerinfo.com/cxleader/cx-now/
    Listen to more episodes at https://cxleaderpodcast.com/
    Learn more about Walker at https://walkerinfo.com/ 

    • 23 min
    CX Horror Stories V: The CX Apocalypse

    CX Horror Stories V: The CX Apocalypse

    What would the world look like if customer experience simply... disappeared? How would anyone receive support? How would companies know what products work? How would you be able to hire someone to fix your dishwasher? In this special episode of The CX Leader Podcast, producer Chris Higgins assembles a panel of experts from Walker to perform a terrifying thought experiment worthy of an episode of The Twilight Zone: imagine a world without customer experience. Panelists include Walker experts Brett DeWitt, TJ O'Neil, Liz Wallshield, and Job Willman.
    Listen to more terrifying stories at https://cxleaderpodcast.com/series/cx-horror-stories/
    Listen to more episodes and subscribe to The CX Leader Podcast at https://cxleaderpodcast.com/
    Learn more about Walker at https://walkerinfo.com/

    • 30 min
    Right from the Start

    Right from the Start

    Closed-loop feedback is not a foreign subject on this podcast; we’ve covered it many times before and you can find those episodes on our website, cxleaderpodcast.com. But in this episode we look at a company that services a complicated insurance market, and how implementing a closed-loop follow-up early in the company’s life has impacted their growth. Host Steve Walker welcomes Stephanie-Marie Sullivan, a customer experience manager, and Kevin McEnery, AVP of customer experience at SageSure, a company that specializes in solving the complex insurance needs of homeowners and small businesses in challenged markets.
    Learn more about SageSure at https://www.sagesure.com/
    Listen to more episodes and subscribe to The CX Leader Podcast at https://cxleaderpodcast.com/
    Learn more about Walker at https://walkerinfo.com/

    • 29 min
    The Human/Digital Balance

    The Human/Digital Balance

    Customers are demanding new ways to connect with companies, ranging from websites to apps, chat support to bots - the technological tools available to CX professionals is growing. In the inaugural episode in our series, "CX Now: Eight Essential Themes Driving CX Evolution," host Steve Walker welcomes Elliot Moran, associate vice president in our advisory and managed services at Walker, for a discussion on how digital interactions are driving CX evolution.
    Listen to more episodes and subscribe to The CX Leader Podcast at https://cxleaderpodcast.com/
    Learn more about Walker at https://walkerinfo.com/

    • 26 min

Customer Reviews

4.9 out of 5
32 Ratings

32 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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