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

Feb 25, 2020

Your customers are why you're in business but are they loyal customers? How do you measure that customer's loyalty and why do companies so often undervalue their customers? Host Steve Walker welcomes guest Rob Markey, an author, speaker, podcaster, and partner at Bain and Company. They discuss Rob's work on...


Feb 18, 2020

Several years ago, many companies made predictions on the state of the customer experience industry. Walker was no exception, having published a widely referenced report, “Customers 2020.” Now having reached that milestone year in CX, guest host Pat Gibbons and CX thought-leader and Walker’s vice president of...


Feb 11, 2020

Customer experience professionals sometimes hit that wall of having to handle a high volume of tasks and customer interactions but there isn’t the peoplepower or resources to keep up. Strategically add a little automation to your processes and you could have a powerful CX tool that allows the customer to personalize...


Feb 4, 2020

Customer experience professionals have an abundance of technological choices when it comes to gathering customer feedback, providing vast amounts of data to use in guiding their CX efforts. But sometimes the “low tech” solution is the best option. Steve welcomes guest Jen Pardi Cusick, senior customer...