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

Mar 31, 2020

“Social distancing” has become the term saturating the news and social media. Experts all agree that the best way to fight the spread of the coronavirus is to keep distance from others, when possible, and practice some basic hygiene, like washing our hands. That makes things a bit difficult for CX professionals who...


Mar 24, 2020

The ability for computers to adapt and respond to real-time data provides value to companies needing to streamline business processes. And CX pros have not ignored the potential for this technology to provide better experiences for their customers. Host Steve Walker welcomes guests Sarah Simon, a CX Design Partner...


Mar 17, 2020

What is the role of customer experience during a crisis? Host Steve Walker and guests Jonathan Ruchman, CCXP, and Senior Director of Customer Experience at Brookdale Senior Living, and Michelle Morris, CCXP, a Customer Experience Design Partner at Verizon and member of the board of directors for the Customer...


Mar 10, 2020

Online communities are now part of daily in life for many consumers and businesses. Most community interaction happens within larger social media platforms such as Twitter, Facebook, and LinkedIn. But some companies are finding the value of having their own online community that focuses customer interaction...


Mar 3, 2020

In the second of a two-part series on the value of customers, host Steve Walker discusses with Rob Markey, a partner at Bain and Company and recently published author in the Harvard Business Review, how companies often overlook the compounding value of customers and instead get distracted by looking too much at...