A resource for customer experience (CX) and experience management (XM) professionals.
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Latest Episode

CX Horror Stories IV

CX Horror Stories IV

Released: October 26, 2021 • Episode #189

Co-hosts Steve Walker and Pat Gibbons take listeners on a frightful journey of terrible customer experiences with plumbing, restaurants, baby supply stores, hospitals, and even vampires in blood banks! Guests include Jeannie Walters, Christine Trippi, Mike Grindstaff, and Drew Hall. Listen, if you dare!


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Recent Episodes

The Common Purpose

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Released: October 19, 2021 • Episode #188

The advantage of experience management (or "XM") is the holistic view of experience across the company. By leveraging customer and employee data together, companies can take their experience programs to the next level. But what companies are applying this practice and how’s it working out for them? Host Steve Walker welcomes Jennefer Pursifull, VP of marketing and sales, and Sharon Bislich, director for marketing, communication, and engagement – both from Medxcel, a healthcare facilities management company - to discuss how they successfully built their program to empower their employees to create better experiences for their clients.

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Got data? Dashboard it!

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Released: October 12, 2021 • Episode #187

CX pros often need to provide ways for employees across the company to access data from their customer experience programs. This data should be easy to access and quick to interpret on a high level – no time to be downloading tabulated data and fiddling with it in Excel. Dashboards provide a way to aggregate data into a high-level, easy-to-read view, giving CX programs a vital tool in communicating feedback from customers. Host Steve Walker welcomes Gary Szeszycki and Mike Grindstaff, both from Walker, for a discussion on how to plan and build effective dashboards.

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Don't Ruin Their Day

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Released: October 5, 2021 • Episode #186

“Do NOT ruin your customer’s day” sounds like something that belongs at the top of any list of rules for CX professionals. We’ve all had those moments where an employee with a bad attitude ruined your mood, or you’re left waiting on hold for over an hour and steamed about the experience for the rest of the day. But there are ways where you can help prevent “ruined days” for your customers. Host Steve Walker welcomes guest Jeannie Walters, a CX consultant, speaker, podcaster, and CEO and Chief Customer Experience Investigator for Experience Investigators, for a discussion on why it's important to not ruin your customer's day.

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The "Yes" Mentality

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Released: September 28, 2021 • Episode #185

Customer experience includes many aspects of how we interact with our customers. One common aspect is the hospitality we afford to them. Some companies will have more opportunities to demonstrate hospitality than others – like hotels, restaurants, theaters, etc. So how can other companies take cues from these markets by putting a “yes” mentality in their customer interactions? Host Steve Walker welcomes Christine Trippi, an award-winning hospitality leader and the author of “Yes is the Answer: How Positivity, Passion, and Pineapples will transform your leadership and your life,” for a discussion on creating a "yes" mindset in your customer experience efforts.

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I'll Be Back

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Released: September 21, 2021 • Episode #

Is your customer loyal to your company, or to your prices? One of the best practices for any company is to create a culture that grows customer loyalty beyond aspects such as price or location. Host Steve Walker welcomes back award-winning keynote speaker, author, and CX expert Shep Hyken, for a discussion about his new book, "I’ll Be Back: How to get Customers to Come Back Again and Again.”

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