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The CX Leader Podcast with Steve Walker | A resource for customer experience leaders

May 24, 2022

For many companies the call center (or "contact center") is the frontline of their customer experience. And the past couple of decades have seen the channels in which customers can interact with your company explode beyond the simple phone call: email, live chat, social media... But are we failing to recognize the...


May 17, 2022

As more companies realize the potential of a customer-centric culture, the discussion around how your employees’ experiences can affect your customers' experiences is becoming more prevalent. Employee experience – or “EX” – has often been siloed in human resources, but how can you connect the customers’ and...


May 10, 2022

In a world that generates thousands of terabytes of data every single day, it's important to be a little picky on what type of data to gather. Customer experience professionals rely on data to understand their customer’s needs. But what data do you collect? How does a CX leader determine what information is meaningful...


May 3, 2022

Steve Walker hosts another Live with CXPA event with guests Mark Slatin, senior vice president and director of CX at Sandy Springs Bank, and Ann Schrader, CX strategist at Farm Credit Service of America, for a discussion on ways for CX leaders to improve their CX program’s visibility and build a reputation as a...


Apr 26, 2022

In Part 1 of "CX for Start-ups" guest Jen Batley discussed why it’s so important for new companies to really be in-tune with their customers. Knowing their needs while providing a product or service that disrupts the field is critical for start-ups. But what if you’ve been around for a while and are looking to...