Sep 26, 2023
When did customer experience come into existence? If you’ve listened to this show for a while, you’ll know there was no definitive “big bang” event for CX. It evolved from various other disciplines into the “ethos” of customer centricity that it is today. And there’s no stopping it – customer experience...
Sep 19, 2023
You’ve heard us promote the US Customer Experience Awards several times on this program. If you’re not familiar with them, we recommend you check them out at usacxa.com. In this episode, host Steve Walker had the privilege of welcoming a CX leader that helped earn their company the Overall Winner of the 2023...
Sep 14, 2023
Respondents to your surveys are like notes in a symphony of data: if the right notes are played, you have a musical masterpiece. But if some are playing wrong notes, a dissonant chaos of sound can confuse the listeners. In the inaugural edition of The CX Leader Quick Tips Minicast, Walker expert Tanner Smith...
Sep 12, 2023
Data is flying everywhere and CX pros are always striving to gobble-up whatever insights they can get about their customers. It’s easy to look at an average support call time, or NPS scores to get an idea of how things are going. But what about the things that are more difficult to quantify? How do find a hard number...
Sep 5, 2023
Producer's Note: During the summer months we've been re-releasing some of our favorite episodes for our "Summer Encore Series." This episode originally dropped on November 6, 2018. Shep Hyken is an award-winning keynote speaker and renowned expert in customer experience. Shep discussed how he started in CX and...