Jun 26, 2018
Journey mapping is a powerful tool in the CX leader's arsenal, but there are some "detours" you should avoid. In the first of a three-part series, Steve discusses how to avoid the process map detour with guests Melissa Meier from Walker, and Sheila March from Ascension Ministry Service Center.
Jun 12, 2018
How's your customer listening "house"? Do you have that one survey that always gets added to and has now become this monstrosity of your CX listening strategy? Steve welcomes Dr. Troy Powell to the podcast to discuss the dangers of not effectively planning your listening architecture and how you can avoid relying on the...
Jun 5, 2018
Allison Grayson, a certified customer experience professional and vice president at Walker, joins Steve to talk about the importance of an effective listening architecture and how careful planning will benefit your CX program.