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 ...
CX Leader Podcast with Steve Walker | A resource for customer experience leaders
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About
The CX Leader Podcast with host Steve Walker provides insights for customer experience leaders to improve their business results by unlocking the potential of their customer experience, helping their customers and prospects want to do more business. Steve is CEO and Chairman of Walker Information, a business consulting firm that can help you put your customers at the heart of all your business decisions.
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...
CX for Small Businesses
It can be argued that small businesses make the backbone of the U.S. economy. According to a study conducted by the Small Business Administration rele...
Special Episode: Live with CXPA - Combining CX and EX: Better Together
Note: this episode is an encore presentation of the Live with CXPA event, "Combining CX and EX: Better Together" which premiered on November 9th, 2021...
Smoothing Out Rough Holiday Experiences
It’s an unfortunate result of the pandemic that most people have experienced: supply shortages. Everything from breakfast cereal to new cars, jewelry,...
It Starts with the Customer
As a CX leader it is important to better understand and promote the customer experience field within your company. Regardless of profession, there are...
Can you relate?
Relationships are an important part of our lives. Humans are social creatures and it’s important to understand that fact when leading a CX program. Bu...
Back to School
Countless guests on this podcast have described how their careers were steered into the space of customer experience. It has been a common theme that ...
CX Horror Stories IV
Co-hosts Steve Walker and Pat Gibbons take listeners on a frightful journey of terrible customer experiences with plumbing, restaurants, baby supply s...
The Common Purpose
The advantage of experience management (or "XM") is the holistic view of experience across the company. By leveraging customer and employee data toget...