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

Jan 24, 2023

It's no secret that most companies have different groups of customers with differing needs. And we, as CX leaders, naturally need to able to adapt our programs to account for those differences. Depending on your company, differences between your customer segments might be small. But for businesses where each segment’s...


Jan 17, 2023

In the 250th episode of The CX Leader Podcast, we'll continue the series “CX Now - Eight Essential Themes Driving CX Evolution” by discussing adaptability: how companies should maintain an agile mindset in order to provide the best possible experience for customers. Host Steve Walker welcomes Drew Hall, a vice...


Jan 10, 2023

There are lots of different ways to measure what a customer thinks about your company. But customer emotions can be pretty tricky. How a customer feels can affect other metrics – someone who’s happy with their service will likely provide a high NPS rating. Someone who is angry or frustrated will likely choose...


Jan 3, 2023

Some organizations collect very little data and some collect a ton of data. But like many other aspects of customer experience, CX pros should be thinking of the end goal when designing programs and integrating their data. A "data diet:" everything in moderation. As part of our continuing series "CX Now: Eight Essential...


Dec 20, 2022

Many have experienced the dreaded "handoff" - that experience where someone calls into support and get transferred multiple times, to the point where frustration compels them to simply hang up. Continuing the series "CX Now: Eight Essential Themes Driving CX Evolution," host Steve Walker welcomes Diane Skirvin,...