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

Apr 20, 2021

In the United States, people typically don't think of themselves as “customers” to the government. However, governing bodies from the local, state, and federal levels have been embracing customer experience as a way to connect to the community, and commercial businesses can learn from their efforts. Host Steve...


Apr 13, 2021

It’s important for those leading a company’s CX efforts to make certain the customer experience delivered by your front-line employees matches the customer’s expectations. And that means your employees need to understand your brand and the expectations it promises. Host Steve Walker welcomes Chris Wallace,...


Apr 6, 2021

CX professionals understand the difficulties in expanding existing programs: organizational silos, by-in from leadership, sunsetting older programs… It’s a stressful task. However, a recent study by the Qualtrics XM Institute discovered that programs successful at expanding throughout their company have a...


Mar 30, 2021

An area that is critical for many companies is their product and customer feedback can play a critical role in how designers and engineers develop and improve a product, so it’s important to gather the right data. Host Steve Walker welcomes guest Myles Grote from UpperHand, a provider of full-suite sports and...


Mar 23, 2021

Companies often get stuck between the data gathering and discovering meaningful insights into how they can better their customer’s experience. Especially when you’re talking about qualitative data – conversational, open-ended data that can be difficult to quantify. But there are tools that will allow a CX pros to...