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

Aug 27, 2019

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...


Aug 20, 2019

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...


Aug 13, 2019

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...


Aug 6, 2019

Producer Chris Higgins blows the dust off the "way back machine" to revisit the take-home value from our CX experts in our "Industry" series of episodes.