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The CX Leader Podcast | A resource for customer experience leaders

Dec 12, 2023

While there is some historical debate on this, Aristotle is widely recognized as one of the early inventors of the scientific method – the way in which we observe, hypothesize, experiment, and gather data. Experimentation is key to logically understanding our world. And just like any other business practice,...


Dec 5, 2023

It’s a subject on which we’ve dedicated several episodes: employee experience. And we’ve even covered how to effectively combine CX and EX, a subject for which Walker released a report that you can find on walkerinfo.com. But we haven’t really explored the value of combining employee and customer experience –...


Nov 30, 2023

Companies often struggle with knowing their customer's needs and why they actually stay customers. Are they happy? Are they looking elsewhere for their needs? Why are they not happy? Segmenting these customers into a loyalty scale is common, but not necessarily actionable. On this episode of The CX Leader Quick Tips...


Nov 28, 2023

According to a recent Pew Research Center survey, the majority of workers in the U.S. say that focusing on DEI in the workplace is “a good thing.” With so many organizations adopting ways to improve diversity, equity, and inclusion, it seems that we, as CX professionals, should explore ways we can incorporate...


Nov 14, 2023

There’s so much talk about artificial intelligence these days. With stories of how it is changing the world on so many fronts, customer experience professionals can’t help but explore its impact on their organization’s CX program. And when we think about another common struggle with CX – linking the work of...