Several years ago, many companies made predictions on the state of the customer experience industry. Walker was no exception, having published a widely referenced report, “Customers 2020.” Now having reached that milestone year in CX, guest host Pat Gibbons and CX thought-leader and Walker’s vice president of strategy and analytics discuss what was covered in that report, highlighting predictions that came true, those that didn’t, and covering what was missed altogether.
A resource for customer experience (CX) and experience management (XM) professionals. 
Episodes tagged “Customers 2020”
Steve and guest Troy Powell, Ph.D. and vice president of statistical solutions at Walker Information, discuss the importance of speed in your customer experience efforts.
Steve and guest Melissa Meier, a certified customer experience professional and vice president at Walker Information, continue the discussion of the recently published report "Customers 2020: A Progress Report" by describing about how companies can make it easy for their customers to do business.
Steve discusses the importance of personalization from the recently released Walker research, "Customers 2020: A Progress Report" with guest Brad Harmon, a certified customer experience professional and vice-president of consulting services for Walker.