A resource for customer experience (CX) and experience management (XM) professionals.
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Episodes tagged “Steve Walker”

Globalization and CX

Globalization and CX

Released: October 15, 2019 • Episode #88

With more companies moving to globalizing their business, it can be easy to overlook the implications of not considering cultural differences required for CX programs in different countries. Steve welcomes back Bob Azman, a CX professional with over 40 years of experience and founder and CXO of Innovative CX Solutions, to discuss why companies should consider the customer experience in the context of other countries and cultures.

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The Non-customer-facing Employee

The Non-customer-facing Employee

Released: October 1, 2019 • Episode #86

It’s easy explaining how front-line employees directly influence the customer’s experience. But it’s more difficult for non-customer-facing to see how their contributions impact CX. Steve welcomes Maureen Cook, customer experience specialist at Ciena, to discuss the ways they show ALL their employees how they affect customer experience.

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Immersing in the Customer’s Experience

Immersing in the Customer’s Experience

Released: August 27, 2019 • Episode #81

Building customer empathy is an important aspect to your customer experience program and trying to teach that to your organization is not easy. Steve welcomes Serena Riley, the customer experience senior Manager at LLamasoft, to describe how she used immersive experiences to help employees understand the customer’s point of view within a phase of their journey.

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Caring Beyond an NPS Score

Caring Beyond an NPS Score

Released: August 16, 2019 • Episode #80

Senior living is much more than simply providing a service to a customer. Families depend on the care and attention living facilities provide to their loved ones. Steve welcomes Jonathan Ruchman and David Pruett of Brookdale Senior Living to discuss how they manage a CX program that includes over 800 living facilities across 45 states.

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Don’t Forget the Customer in Your Customer Journey Map

Don’t Forget the Customer in Your Customer Journey Map

Released: August 9, 2019 • Episode #79

Creating a meaningful journey map can be a lengthy and expensive process and it's tempting to cut corners. Steve's guest Jim Tincher, founder and mapper-in-chief of Heart of the Customer and co-author of "How Hard is it to Be Your Customer", explains why hastily created journey maps can give you a false picture of your customers.

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Starting from Scratch

Starting from Scratch

Released: July 19, 2019 • Episode #77

It might sound like more work but sometimes building a CX program from the ground up has its advantages. Steve welcomes guest Roberta O'Keith of Murphy-Hoffman Company, a full-service truck dealership, to discuss how she started customer experience programs in companies that had no such efforts in place.

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The Story of the Customer

The Story of the Customer

Released: July 12, 2019 • Episode #76

Customer experience professionals work with a ton of data, but often find that they don’t have time to read some of the most insightful sources of information: customer comments. Steve welcomes Joyce Gott, a marketing research manager at Anthem, Inc. for a discussion on the importance and value of bringing customer comments to life within your company.

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It’s Party Time!

It’s Party Time!

Released: July 5, 2019 • Episode #75

Guest host Pat Gibbons welcomes Walker expert Dereck Mobley for a discussion on how customer experiences professionals can plan corporate events around customer feedback to bring better awareness of your company’s CX efforts to the organization.

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Don’t just use your gut

Don’t just use your gut

Released: June 21, 2019 • Episode #73

For a discussion on how to move a not-for-profit organization from making decisions based on gut instinct to utilizing customer feedback, Steve welcomes Andrea Krohnberg, senior director of customer experience at the YMCA Twin Cities in Minneapolis. They discuss how she led the effort to make customer insights and data a key decision-making driver in the organization and how it improved their CX efforts.

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From Patrons to Customers

From Patrons to Customers

Released: June 21, 2019 • Episode #74

Continuing the Best Practices series, Steve welcomes the chief customer experience officer for the Columbus Metropolitan Library, Alison Circle, for a discussion on CX within the not-for-profit space and how the organization has adapted to disruptions in the normal model for libraries.

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