Jul 31, 2018
"Death by meeting” is a popular term, and it’s not uncommon to see businesses attempt to conceive and launch new solutions or products over a period of weeks - or months! But in the customer experience realm, speed is critical. Steve welcomes consultant Jack Walker to explain how the SPRINT process used in software...
Jul 24, 2018
CX experts are often on the front-lines of instituting changes to better the customer experience, but it’s not an easy task. Steve welcomes back Walker expert Noah Grayson to begin a three-episode series on change management and how to effectively drive action in your company.
Jul 17, 2018
Does your brand make a promise to your customers? Then you need to make certain your CX program can deliver on that promise! Steve welcomes back Jennifer Batley, a vice president and certified customer experience professional at Walker, for a discussion on how to make certain your brand aligns with your...
Jul 10, 2018
Customer journey maps are an excellent resource for companies to refine their CX initiatives, but companies often leave them on the shelf to collect dust. In the third of our series on avoiding the detours that can prevent your journey maps from going the distance, Steve welcomes back CX expert Allison Grayson, a vice...
Jul 3, 2018
Companies are always looking to save time and money by taking shortcuts, but don't be tempted to detour around your customers' feedback or you might find your journey map is not accurate to your customer experience. Steve discusses how to avoid this detour with Krista Roseberry, a vice president at Walker, and Tracy...