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

Jun 28, 2022

Few if any of customer experience pros went to school to be a CX professional, and yet there are thousands in this flourishing profession. So what does it take to be a CX leader? What are the right skills and what is the best career path to take? How do you break into this and how do you determine whether your company...


Jun 21, 2022

There are a number of ways to design experiences for your customers, but you're stuck. You find it hard to think beyond how things are currently done. And even if you had some sort of break-through idea, changing your current processes and getting others on board seems pretty daunting. And yet you constantly wonder,...


Jun 7, 2022

It's a common practice in customer experience, and a vital one: closed-loop response to customer feedback. Simply put: you need to make sure you respond to customers in a timely and appropriate way. But, like all things in life, it’s not that simple and if not done well it can actually create poor experiences for your...


May 31, 2022

One of the best institutions to learn leadership skills is the military. Veterans often become some of the best business leaders in their fields. So how does military life translate into becoming an effective customer experience leader? Host Steve Walker welcomes Michelle Buretta, a vice president and CX strategic...


May 24, 2022

For many companies the call center (or "contact center") is the frontline of their customer experience. And the past couple of decades have seen the channels in which customers can interact with your company explode beyond the simple phone call: email, live chat, social media... But are we failing to recognize the...