201 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 Information, 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 • 23 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 Information, a experience management consulting firm that helps companies accelerate their XM success.

    The Year of Agility

    The Year of Agility

    This podcast has always maintained that customer experience is one of the best differentiators you can leverage in driving customer loyalty. And there’s yet another piece of research that is proving this assertion, with customers giving companies a clear warning about 2022: “we won’t tolerate bad experiences.” Host Steve Walker welcomes Bruce Temkin, head of the Qualtrics XM Institute, to discuss the results of their "2022 Global Consumer Trends" report.

    • 27 min
    It's a Great Time to be a CX Leader

    It's a Great Time to be a CX Leader

    In the 200th episode of The CX Leader Podcast, host Steve Walker and guests Sonya McAllister and Sean Clayton reminisce on how customer experience has evolved since the podcast began in 2018, how businesses' views and acceptance of CX have changed in those four years, and what customer experience will look like in 2022.

    • 27 min
    The State of CX Management

    The State of CX Management

    Fresh into a new year is often a good time to look at how customer experience is progressing within companies. The XM Institute has recently published their report, "The State of CX Management" which examines the CX efforts and maturity of several companies. Host Steve Walker welcomes back Moira Dorsey from the XM Institute to discuss the findings from the report. 

    • 27 min
    Get Comfortable Saying "Yes"

    Get Comfortable Saying "Yes"

    Even in an era where self-service options are becoming essential to many companies’ customer experience, the contact center is still a large part of many organizations’ frontline efforts. But how has call center technology adapted to accommodate customer experience, and how aligned is your company's culture to providing the best possible experience for your customers? Host Steve Walker welcomes Steve Bederman from NobleBiz for a discussion on how contact center technology and culture can have a large impact on customer experience. 

    • 25 min
    The Self-Service Experience

    The Self-Service Experience

    A new report has found that more people are looking for self-service options to find help with their products and services but many companies' online support and documentation is not able to handle the task. This can create problems for companies offering support and frustration for customers who simple want to find simple solutions for simple problems online. Steve Walker welcomes Gal Oron, CEO of Zoomin, a software company that helps global enterprises turn their documentation into a mission-critical asset that supports every part of the customer journey, for a discussion on why companies should offer self-service options.

    • 23 min
    Human Resources: the CX Pro's Partner

    Human Resources: the CX Pro's Partner

    The employee experience is becoming more critical in making certain your company has the best possible customer experience. But there’s one department that is critical in establishing and maintaining an effective EX program: human resources. Host Steve Walker welcomes Dr. Cecelia Herbert, a certified experience management professional and a principal XM catalyst for the Qualtrics XM Institute, for a discussion on the importance of building relationships with human resources to improve the customer and employee experience.

    • 28 min

Customer Reviews

4.9 out of 5
23 Ratings

23 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)!

Top Podcasts In Business

Ramsey Network
Jocko DEFCOR Network
BiggerPockets
NPR
Andy Frisella #100to0
The Black Effect and iHeartPodcasts

You Might Also Like

Forrester
Harvard Business Review
Harvard Business School
Pete Mockaitis
WaitWhat
BombBomb