The CX Leader Podcast

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Episode #	TITLE	DESCRIPTION	Release Date	LINK	hf:doc_tags
288	Give Them That “A-ha!” Moment	Here’s a situation you might have heard about, or even experienced: you’re ready to get …	10/9/2023	View
287	Let’s Celebrate!	Every first Tuesday of October, CX pros take a moment to celebrate their profession and …	10/3/2023	View
285	Award-Winning CX	You’ve heard us promote the US Customer Experience Awards several times on this program. If …	9/19/2023	View
286	Consistently Good, Strategically Amazing	When did customer experience come into existence? If you’ve listened to this show for a …	9/26/2023	View
267	Easing the Burden	It’s safe to say that most people are feeling the effects of today’s economy. Dealing …	5/16/2023	View
268	The CX Plus EX Recipe	Combining your customer experience and employee experiences can have a tremendous impact on your overall …	5/23/2023	View	call-center-front-line data ex metrics xo
270	The CX Leaders Advance Conference	We’ve mentioned the Customer Experience Professionals Association more than once on this podcast. The CXPA …	6/6/2023	View
271	Setting Your Priorities	Starting a CX program in any organization can be difficult. And one of the more …	6/13/2023	View	experience-design journey-mapping metrics new-cx-program xo
272	Building CX Expertise	In the grand scheme of things, customer experience is still a newer practice. While it’s …	6/20/2023	View	change-management culture experience-design training
276	Your CX Communication Ecosystem	For some people, getting excited about a new project means diving right into the ‘fun …	7/18/2023	View	action communication culture internal-team listening-architecture response-rates
280	Go Where There’s Traction	Almost immediately after the first horseless carriages appeared on America’s roads, motorists began organizing automobile …	8/15/2023	View
284	Everybody is a Consumer	Data is flying everywhere and CX pros are always striving to gobble-up whatever insights they …	9/12/2023	View
251	Anticipate and Elevate	It’s no secret that most companies have different groups of customers with differing needs. And …	1/24/2023	View
252	Life in the Fast Lane	A common business adage states: ‘fast, cheap, or good – pick any two.’ But in …	1/31/2023	View
253	Creating Superfans	Customer experience pros know that one of the many indicators of a successful CX program …	2/7/2023	View
254	Service Design	Most CX pros are familiar with customer journey mapping – the process that identifies the …	2/14/2023	View	experience-design
255	Setting Employees Up for Success	Customer experience is a wonderful blend of listening and understanding our customers, while creating the …	2/21/2023	View
256	Putting the Humanity Back Into Patient Experience	Healthcare in the United States is a complex, and often a divisive subject. With some …	2/28/2023	View
257	Your CX Career	There have been many guests on this show, each with unique stories and backgrounds about …	3/7/2023	View	cx-leadership-career-development
258	Concerts, Conventions, and CX	Attending concerts, sporting events, conferences, and other gatherings is a big part of our culture …	3/14/2023	View
259	Patient vs. Customer Experience	When it comes to your health or the health of a loved-one, it gets personal. …	3/21/2023	View
260	Experiencing X4	In early March of 2023, thousands of experience management professionals from across the globe gathered …	3/28/2023	View
261	The Inclusive Experience	People in general want to do good things for others. But it’s easy to assume …	4/4/2023	View	experience-design
262	The CX Iceberg	Creating seamless experiences is one of many goals of CX pros. But what should be …	4/11/2023	View
263	From the ‘Whats’ to the ‘Hows’	There are so many times on this show that our guests have described their customer …	4/18/2023	View	action
264	The Digital Patient Experience	We’ve been talking more about the patient experience on this show and how CX practices …	4/25/2023	View
265	The Journeys Within the Journey	Journey mapping: that tried-and-true exercise of discovering your strengths as a company and the places …	5/2/2023	View	ex
266	CX Center of Excellence	As our profession continues to mature and more organizations adopt customer-centric cultures, CX pros often …	5/9/2023	View	center-of-excellence change-management culture data governance
239	Right from the Start	Closed-loop feedback is not a foreign subject on this podcast; we’ve covered it many times …	10/25/2022	View	closed-loop-follow-up-service-recovery
240	CX Horror Stories V: The CX Apocalypse	What would the world look like if customer experience simply… disappeared? How would anyone receive …	10/31/2022	View
241	The Three Levels of Personalization	Designing ways to personalize the customer experience is essential. But there are different levels in …	11/8/2022	View	personalization
242	The Right ‘Now’	Speed has always been an important factor in delivering a great experience to customers. And …	11/15/2022	View
243	Let’s Play!	One toy that was, and continues to be a popular choice for both parents and …	11/22/2022	View
244	Predicting the Future	The data companies collect can be valuable in providing insights into the past and current …	11/29/2022	View	data
245	Enable Your Employees	Providing the tools and resources for employee success seems like a ‘no-brainer,’ but companies often …	12/6/2022	View	ex
246	Creating Structure out of Unstructured Data	Data is everywhere! And CX pros have structured ways to keep it all organized. But …	12/13/2022	View	text-analytics
247	It’s Gotta Be Seamless	Many have experienced the dreaded ‘handoff’ – that experience where someone calls into support and …	12/20/2022	View
248	The Data Endgame	Some organizations collect very little data and some collect a ton of data. But like …	1/3/2023	View	data xo
249	Emotions Matter	There are lots of different ways to measure what a customer thinks about your company. …	1/10/2023	View
250	Sense and Respond	In the 250th episode of The CX Leader Podcast, we’ll continue the series ‘CX Now …	1/17/2023	View
227	Built to Win	Building CX programs from scratch is never an easy task. And the endeavor usually starts …	8/2/2022	View	new-cx-program us-cx-awards
230	Your Opinion Counts	Women’s Equality Day is celebrated in the United States on August 26, commemorating the 1920 …	8/23/2022	View
228	You’re Never Too Big For Change	Change is not easy. It’s human instinct to become comfortable with ‘what you know.’ But …	8/9/2022	View	change-management us-cx-awards
229	We Are All CX	People love origin stories. And for CX professionals, narratives of customer experience ‘newbies’ growing from …	8/16/2022	View	change-management new-cx-program us-cx-awards
231	The Monograph Project	A common subject on the show is the importance of cross-functional collaboration when executing good …	8/30/2022	View
232	Soaring Above the Crisis	COVID required many companies to rethink how they do business. Come companies adapted well, others …	9/6/2022	View	experience-design
233	Conflict… is a good thing?	It’s an easy tenet to accept that a lack of conflict translates to a productive …	9/13/2022	View	change-management
234	Just Look at the Data	Data is important for customer experience. Providing a great experience is certainly a good thing, …	9/20/2022	View	data xo
235	From B2C to B2B	This episode features a more open-ended conversation on one of the host’s favorite topics: the …	9/27/2022	View
236	Start Your Engines!	In a special CX Day Celebration episode and playing of this year’s theme ‘CX Drives …	10/4/2022	View
237	Eagles, Parrots, Doves, and Owls	Many companies use them: personality tests or evaluations – ways to help employees discover more …	10/11/2022	View	ex
238	The Human/Digital Balance	Customers are demanding new ways to connect with companies, ranging from websites to apps, chat …	10/18/2022	View	dcx
212	Operational Excellence Leads to Better CX	With supply chain shortages throughout the globe CX pros are reminded how operational logistics can …	4/12/2022	View
213	CX For Start-ups, Part 1	New business owners have a lot to think about when trying to get their company …	4/19/2022	View	new-cx-program
214	CX For Start-ups, Part 2	In Part 1 of ‘CX for Start-ups’ guest Jen Batley discussed why it’s so important …	4/26/2022	View	new-cx-program
215	Live with CXPA: Communication Strategies for CX Leaders	Steve Walker hosts another Live with CXPA event with guests Mark Slatin, senior vice president …	5/3/2022	View
216	This Data or That Data?	In a world that generates thousands of terabytes of data every single day, it’s important …	5/10/2022	View	data listening-architecture
217	The Story of Customers and Employees	As more companies realize the potential of a customer-centric culture, the discussion around how your …	5/17/2022	View	ex
218	The Revolutionized Contact Center	For many companies the call center (or ‘contact center’) is the frontline of their customer …	5/24/2022	View
219	Thank You for Your Service	One of the best institutions to learn leadership skills is the military. Veterans often become …	5/31/2022	View
220	Close That Loop!	It’s a common practice in customer experience, and a vital one: closed-loop response to customer …	6/7/2022	View	closed-loop-follow-up-service-recovery
221	The Innovative CX Leader	There are a number of ways to design experiences for your customers, but you’re stuck. …	6/21/2022	View	experience-design
222	The Long and Winding Road	Few if any of customer experience pros went to school to be a CX professional, …	6/28/2022	View	cx-leadership-career-development
223	Turn Back Time: Employee Experience	We’ve had some great guest on the show recently and the importance of the employee …	7/5/2022	View	ex
224	The Consistent Experience	If you’re a CX pro for small or medium size company, you already know the …	7/12/2022	View
225	Trends in Patient Experience	Health is a deeply personal topic and these last few years have pushed healthcare institutions …	7/19/2022	View
226	The CX Book of Knowledge	Today’s technology allows for peer-driven collaboration on an unprecedented level. People from across the globe …	7/26/2022	View
201	The Year of Agility	This podcast has always maintained that customer experience is one of the best differentiators you …	1/25/2022	View
202	The Tenant Experience	Businesses and organizations have had to endure drastic changes in the last two years, and …	2/1/2022	View
203	Cutting Through the Digital Noise	If your company is not providing a digital experience at some level then you’ve already …	2/8/2022	View	ai
204	The Empowered Frontline	CX professionals know that the frontline employees can be a great source of customer insights. …	2/15/2022	View	ex
205	Becoming an Experiential Brand	Live events can also be great way to gather insights into your customers while providing …	2/22/2022	View
206	Don’t Make it Evolutionary, Make it Revolutionary	Just like any other business process, customer experience programs need occasional review and scrutiny to …	3/1/2022	View
207	Designing for Beautiful	Just as a car requires regular maintenance, customer experience programs need regular evaluation, leading to …	3/8/2022	View	experience-design
208	Special Episode: Live with CXPA – 10 Traits of Effective CX Leaders	Note: this episode is an encore presentation of the Live with CXPA event, ’10 Traits …	3/15/2022	View
209	It Starts with Employees	The customer experience profession is evolving to recognize the importance of going beyond the customer. …	3/22/2022	View	culture ex
210	What Gets Measured Gets Done	Building a CX program from the ground up can be a challenge, especially in a …	3/29/2022	View	metrics new-cx-program us-cx-awards
211	CX Through Partner Channels	Many companies rely on partners to deliver the best results for their customers – we …	4/5/2022	View	partner-relations us-cx-awards
187	Got data? Dashboard it!	CX pros often need to provide ways for employees across the company to access data …	10/12/2021	View
189	CX Horror Stories IV	Co-hosts Steve Walker and Pat Gibbons take listeners on a frightful journey of terrible customer …	10/26/2021	View
190	Back to School	Countless guests on this podcast have described how their careers were steered into the space …	11/2/2021	View	training
185	The ‘Yes’ Mentality	Customer experience includes many aspects of how we interact with our customers. One common aspect …	9/28/2021	View
186	Don’t Ruin Their Day	“Do NOT ruin your customer’s day” sounds like something that belongs at the top of …	10/5/2021	View
188	The Common Purpose	The advantage of experience management (or ‘XM’) is the holistic view of experience across the …	10/19/2021	View
191	Can you relate?	Relationships are an important part of our lives. Humans are social creatures and it’s important …	11/9/2021	View
192	It Starts with the Customer	As a CX leader it is important to better understand and promote the customer experience …	11/16/2021	View
193	Smoothing Out Rough Holiday Experiences	It’s an unfortunate result of the pandemic that most people have experienced: supply shortages. Everything …	11/23/2021	View
196	Human Resources: the CX Pro’s Partner	The employee experience is becoming more critical in making certain your company has the best …	12/14/2021	View	ex
198	Get Comfortable Saying ‘Yes’	Even in an era where self-service options are becoming essential to many companies’ customer experience, …	1/4/2022	View	culture
199	The State of CX Management	Fresh into a new year is often a good time to look at how customer …	1/11/2022	View
194	Special Episode: Live with CXPA – Combining CX and EX: Better Together	Note: this episode is an encore presentation of the Live with CXPA event, ‘Combining CX …	11/30/2021	View	ex
195	CX for Small Businesses	It can be argued that small businesses make the backbone of the U.S. economy. According …	12/7/2021	View	journey-mapping
197	The Self-Service Experience	A new report has found that more people are looking for self-service options to find …	12/21/2021	View	dcx
200	It’s a Great Time to be a CX Leader	In the 200th episode of The CX Leader Podcast, host Steve Walker and guests Sonya …	1/18/2022	View
173	Turn Back Time… Again!	It’s that time of year when producer Chris Higgins likes to take a moment and …	7/6/2021	View
174	The Academic Experience	According to the U.S. Department of Education, more than 19 million people were enrolled in …	7/13/2021	View
175	Don’t Lose the Humanity	Many are exhausted over the pandemic and discussing how it ‘changed everything,’ but it would …	7/20/2021	View
176	Stop, Start, or Change	It’s been said a countless number of times on this show: customer experience has never …	7/27/2021	View
177	The Ingredients to Make an Impact	Customer experience professionals have an opportunity to help create a genuine and lasting impact on …	8/3/2021	View
178	Culture Starts with You	Companies regularly hire experienced professionals from outside their organization. But they can’t tell from a …	8/10/2021	View	culture
179	Design Thinking for CX	A key element to building any customer experience program is understanding your customers and creating …	8/17/2021	View	experience-design
180	Once Upon a Time…	When we talk about ‘experiences’ it’s often from a holistic point of view – through …	8/24/2021	View
181	The Mature CX Program	The concept of CX maturity is a concept covered on this podcast in the past, …	8/31/2021	View
182	Special Episode: Live with CXPA – Key Ingredients for Making an Impact with CX	In this special encore presentation, Steve Walker hosts the Live with CXPA event ‘Key Ingredients …	9/7/2021	View
184	I’ll Be Back	Is your customer loyal to your company, or to your prices? One of the best …	9/21/2021	View
183	Effectively Combining CX and EX	The importance of the employee engagement has been featured on this podcast throughout several episodes. …	9/14/2021	View	ex
157	The Laws of Experience Management	There are certain truths within the practice of customer experience that CX pros often observe. …	3/16/2021	View
158	Conversational Data	Companies often get stuck between the data gathering and discovering meaningful insights into how they …	3/23/2021	View	text-analytics
159	Listen, then make it better	An area that is critical for many companies is their product and customer feedback can …	3/30/2021	View	experience-design
160	Round and Round We Go	CX professionals understand the difficulties in expanding existing programs: organizational silos, by-in from leadership, sunsetting …	4/6/2021	View
161	Meeting Expectations	It’s important for those leading a company’s CX efforts to make certain the customer experience …	4/13/2021	View
162	CX for the People	In the United States, people typically don’t think of themselves as ‘customers’ to the government. …	4/20/2021	View
163	Adapt and Adopt	It’s been over a year since a global pandemic has forced companies and organizations across …	4/27/2021	View	ex
166	Taking the Mystery out of Mystery Shopping	Mystery shopping: it’s that common practice where companies hire professional ‘shoppers’ to evaluate and report …	5/18/2021	View
167	2021 Global Consumer Trends: Part 1	The Qualtrics XM Institute recently released 2021 Global Consumer Trends, a report focusing on how …	5/25/2021	View
164	The Magical Experience	Many people have experienced a visit to a theme park, but the theme park experiences …	5/4/2021	View	ex
165	Your Best Behavior	There’s a ton of science behind something as simple as a customer making a decision …	5/11/2021	View
168	2021 Global Consumer Trends: Part 2	The Qualtrics XM Institute recently released 2021 Global Consumer Trends, a report focusing on how …	6/1/2021	View
169	Just a Simple Question	Growing companies often develop complicated and disjointed processes. If business is booming, no one seems …	6/8/2021	View
170	The Hyper-personalized Experience	Hyper-personalization is one of the newer buzz words out in the business world today – …	6/15/2021	View	personalization
171	Back to the Basics	CX professionals tend to get excited about some of the new concepts, practices, and technologies …	6/22/2021	View
172	Making Sense of It All	Between website feedback, social media posts, product reviews, and every other way customers can provide …	6/29/2021	View	text-analytics
145	The Survey People	The practice of customer experience must permeate the entire company. But that can be difficult, …	12/8/2020	View	culture
146	Trends into 2021	Host Steve Walker welcomes colleagues Sean Clayton, Ryne Fanning, Sonya McAllister, and Rahissa Winningham for …	12/15/2020	View
147	Easy Does It	It’s important to quickly identify and remedy pain points in your customer’s journey – removing …	1/5/2021	View
148	Checking In with the CXPA	In a regular ‘check-in’ with the Customer Experience Professionals Association, or CXPA, host Steve Walker …	1/12/2021	View
149	One Big Channel	Customers today have so many touchpoints available to them when interacting with companies: websites, social …	1/19/2021	View	omnichannel
150	From ‘Me’ to ‘We’	For almost a year now many companies have had to work remotely – changing the …	1/26/2021	View
151	The Personalized Experience	The CX pro has many tools at their disposal but few are as powerful than …	2/2/2021	View	personalization
152	Insightful Video	It’s no secret that within the social media and marketing worlds, video is a highly …	2/9/2021	View	storytelling
153	Proving the Value of Customer Experience	How do you gain the support for customer experience from stakeholders? By proving the value …	2/16/2021	View	roi
154	CX in Healthcare	Arguably, healthcare is a unique industry in which lives literally are on the line. So …	2/23/2021	View
155	The ROI of Customer Experience	Customer experience pros are often tasked with proving the ROI of CX within an organization. …	3/2/2021	View	roi
156	The ROI of Customer Experience: Part 2	Customer experience pros are often tasked with proving the ROI of CX within an organization. …	3/9/2021	View	roi
130	Are you ready for a party?	Each year on the first Tuesday in October, the Customer Experience Professionals Associate – or …	8/25/2020	View
131	Next-Level CX	In their latest report, ‘Next-Level CX for B2B Companies,’ Walker teamed up with the Qualtrics …	9/1/2020	View	xo
132	What’s Trending Today?	These past few years have seen some amazing changes in the customer experience space. And …	9/8/2020	View
133	Cheers!	Have you ever been at a business meeting with a client or colleagues and wondered, …	9/15/2020	View
134	Discovering the ‘Why’	Educational institutions are beholden to a different type of customer: students. Discovering how students experience …	9/22/2020	View
135	Empowering Your Customers	Competitive retail electricity markets give consumers a choice of who will supply their electricity. Only …	9/29/2020	View
136	Celebrating CX Day 2020!	There’s never been a better time to be a CX professional, and today’s episode explores …	10/6/2020	View
137	It’s the little things	A driving factor for any business to be successful is the ability to differentiate – …	10/13/2020	View
138	The Art of the Science	An often-overlooked fact about a customer’s journey is that the experience they have with your …	10/20/2020	View
139	CX Horror Stories III	It’s another edition of The CX Leader Podcast’s annual CX Horror Stories! Hosts Steve Walker …	10/27/2020	View
140	The Undiscovered Insights	Today’s technology allows CX pros can spin up a customer feedback survey and start collecting …	11/3/2020	View	text-analytics
141	Designing for People	Customer experience is about people: your customers or clients, your employees and colleagues, your business …	11/10/2020	View	experience-design
142	Storytime	There are so many ways in which a companies’ or individuals’ efforts to provide an …	11/17/2020	View	storytelling
143	Turn Back Time: Thanksgiving	It’s Thanksgiving week in the United States and The CX Leader Podcast is grateful for …	11/24/2020	View
144	Bringing Down the Silos	We talk about his often on the show and it can be a problem for …	12/1/2020	View	culture
119	How CX is evolving into XM	The customer experience space has experienced a ‘renaissance’ in recent years but now there’s a …	6/2/2020	View
120	Navigating the Crisis	Host Steve Walker welcomes back guest Dereck Mobley, associate vice president at Walker, to share …	6/9/2020	View
122	XM on the Move	Moving is stressful, but relocating employees is sometime necessary. Now imagine you’re a company whose …	6/23/2020	View
123	It’s About People	As the CX industry continues to evolve, we learn more about the importance of a …	6/30/2020	View	ex
121	That’s a big CX program… and EX too!	Larger companies can sometime pose unique challenges to customer experience programs. CX leaders often have …	6/16/2020	View	ex
124	The Human Experience	Customer experience is quickly gaining world-wide adoption. Companies around the globe are realizing the importance …	7/7/2020	View
125	The Global State of XM	Experience management, or ‘XM’, is more than just a ‘buzzword.’ It’s a holistic approach to …	7/14/2020	View
126	Long Live the Good Ole Telephone	Chatbot, A.I., customer service through social media… there are a vast number of ways in …	7/21/2020	View
127	Dashboards everywhere!	The concept of dashboards is probably nothing new to customer experience pros. We use them …	7/28/2020	View	dashboards
128	When In Doubt, ask the Employees	Empowering more people throughout the organization to help with CX strategies can be effective – …	8/4/2020	View	ex
129	Putting the Customer back into CRM	Many businesses today use a customer relationship management platform, or ‘CRM’ to help organize how …	8/18/2020	View
103	Automating (some of) your CX	Customer experience professionals sometimes hit that wall of having to handle a high volume of …	2/11/2020	View
104	Flying Cars and Hoverboards	Several years ago, many companies made predictions on the state of the customer experience industry. …	2/18/2020	View
105	The Value of Customers, part 1	Your customers are why you’re in business but are they loyal customers? How do you …	2/25/2020	View
106	The Value of Customers, part 2	In the second of a two-part series on the value of customers, host Steve Walker …	3/3/2020	View
107	The Community Experience	Online communities are now part of daily in life for many consumers and businesses. Most …	3/10/2020	View
108	The Role of CX During a Crisis	What is the role of customer experience during a crisis? Host Steve Walker and guests …	3/17/2020	View
109	It’s not your grandmother’s A.I.	The ability for computers to adapt and respond to real-time data provides value to companies …	3/24/2020	View
110	Virtual Workshops	“Social distancing” has become the term saturating the news and social media. Experts all agree …	3/31/2020	View	ai
111	Crisis Communication for CX Leaders	Businesses and organizations are facing a new operational reality that affects customers and employees, and …	4/7/2020	View
112	Voice of the Customer through the Employee	Companies are often hesitant to actively seek feedback during crisis situations and that can affect …	4/14/2020	View	ex
113	Relationship Advice for CX Leaders	CX leaders are often tasked with managing change throughout the company in order to create …	4/21/2020	View
114	Small Data Leads to Big Change	CX leaders today are having to make critical decisions on whether they should bother customers …	4/28/2020	View	action data
115	Here to Help	Companies around the world are having to adjust their operations in response to COVID-19, and …	5/5/2020	View
116	Make It Personal	Utilities are a vital part of everyday living in modern times: it’s our power, heat, …	5/12/2020	View
117	Calling for Alignment	There can be many cogs in the machine that is customer experience, and making certain …	5/19/2020	View
118	Turn Back Time: Take Home Value from the COVID-19 Series	Producer Chris Higgins highlights some of the best ‘take home value’ from guests during the …	5/26/2020	View
89	The State of CX Management	The Qualtrics XM Institute released their report ‘The State of Customer Experience Management, 2019’ which …	10/22/2019	View
90	CX Horror Stories II	Hosts Steve Walker and Pat Gibbons present another frightful episode of CX Horror Stories – …	10/29/2019	View
91	Keep Your Customers	Guest host Pat Gibbons interviews author Ali Cudby about her new book ‘Keep Your Customers,’ …	11/5/2019	View
92	Wear Comfortable Shoes	Immersive experiences can be a powerful tool to demonstrate the customer experience, but for patients …	11/12/2019	View
93	Birds of a Feather	Like any other profession, CX professionals need to stay up-to-date on best practices, find new …	11/19/2019	View
94	Thanksgiving	It’s Thanksgiving here in the United States and we’ve dedicated an episode to sharing some …	11/26/2019	View
95	Experience Management 101, Part 1	Experience Management, or ‘XM’, is a newer term in the area of customer experience and …	12/3/2019	View
96	Experience Management 101, Part 2	Steve welcomes back Aimee Lucas form the Qualtrics XM Institute to discuss the six competencies …	12/10/2019	View
97	AI, YOLO, and Trends into 2020	As 2019 comes to an end, Steve welcomes Walker colleagues Sonya McAllister, Brad Harmon, and …	12/17/2019	View
98	Putting the ‘customer’ into customer experience	It’s easy for companies to look at data and make assumptions about their customers’ needs, …	1/7/2020	View	journey-mapping
99	Spinning-off without getting dizzy	Corporate changes such as spinning off a part of a company or rebranding can have …	1/14/2020	View
100	The C-Suite Elite	On the 100th episode of The CX Leader Podcast, host Steve Walker interviews his friend …	1/21/2020	View
102	Who you gonna call? (Your client, of course!)	Customer experience professionals have an abundance of technological choices when it comes to gathering customer …	2/4/2020	View
101	It’s ‘Client’ Experience	Every company has their own unique set of challenges when it comes to providing an …	1/28/2020	View
71	Bouncing Off Guardrails	Continuing the series focusing on best practices, Steve welcomes Nick Frunzi, chief customer officer at …	6/11/2019	View
72	Meeting in a Box	Finding time and methods to communicate CX efforts across a company with 900+ employees can …	6/18/2019	View	culture training
73	Don’t just use your gut	For a discussion on how to move a not-for-profit organization from making decisions based on …	6/25/2019	View
74	From Patrons to Customers	Continuing the Best Practices series, Steve welcomes the chief customer experience officer for the Columbus …	7/2/2019	View
75	It’s Party Time!	Guest host Pat Gibbons welcomes Walker expert Dereck Mobley for a discussion on how customer …	7/9/2019	View
76	The Story of the Customer	Customer experience professionals work with a ton of data, but often find that they don’t …	7/16/2019	View	storytelling
77	Starting from Scratch	It might sound like more work but sometimes building a CX program from the ground …	7/23/2019	View
78	Turn Back Time: Industry Take-Home Value	Producer Chris Higgins blows the dust off the ‘way back machine’ to revisit the take-home …	8/6/2019	View
79	Don’t Forget the Customer in Your Customer Journey Map	Creating a meaningful journey map can be a lengthy and expensive process and it’s tempting …	8/13/2019	View	journey-mapping
80	Caring Beyond an NPS Score	Senior living is much more than simply providing a service to a customer. Families depend …	8/20/2019	View
81	Immersing in the Customer’s Experience	Building customer empathy is an important aspect to your customer experience program and trying to …	8/27/2019	View
82	Becoming Customer(s)-Centric	It’s not easy moving toward a customer-centric mindset, and Steve’s guest is concerned that companies …	9/3/2019	View
83	Checking-in with the CXPA	Like most professions, CX pros enjoy the benefits and support of an organization that provides …	9/10/2019	View
84	A Prescription for Subscription	B2B companies are beginning to move into more subscription-based services, another influence from the B2C …	9/17/2019	View
85	The Out-of-box Experience	Customer experience isn’t limited to simply how your employees interact with your clients – it …	9/24/2019	View
86	The Non-customer-facing Employee	It’s easy explaining how front-line employees directly influence the customer’s experience. But it’s more difficult …	10/1/2019	View
87	Do Your Homework	Companies often hire implementation specialists to help get their customer listening technology up and running, …	10/8/2019	View
88	Globalization and CX	With more companies moving to globalizing their business, it can be easy to overlook the …	10/15/2019	View
56	Is B2B CX behind B2C?	Steve welcomes back Bob Thompson, CEO of CustomerThink Corporation and is also the Founder and …	2/19/2019	View
57	Turn Back Time	Producer Chris Higgins hosts an episode listening to a few memorable moments from the past …	2/26/2019	View
58	Turn Back Time: The Creative Moments	Producer Chris Higgins takes us on a journey to previous episodes to explore some of …	3/6/2019	View
59	Buy-in From the Top	A discussion on the importance of executive support and for your CX program and how …	3/13/2019	View
60	X4 Recap	Steve along with Walker’s own Sonya McAllister, Brad Harmon, and Jamieson Prala discuss what they …	3/19/2019	View
61	Keep It Simple	In the inaugural episode of a new series focusing on industries, guest host Pat Gibbons …	3/26/2019	View
62	The CX Juggernaut	Johnson Controls is a huge company, with over 100 brands in over 150 countries, and …	4/2/2019	View
63	A Whole Lotta CX	Customer experience for a global software giant is no small task. Steve’s guest Tabitha Dunn, …	4/9/2019	View
64	Across Industries	Steve welcomes Kitty Radcliff, vice president at Walker Information, to discuss some of the more …	4/16/2019	View
65	A Global View	In a continuing series featuring the luminaries of customer experience, Steve welcomes Bob Azman to …	4/23/2019	View
66	From the Ground Up	In a conversation on customer experience in the healthcare industry, Steve welcomes Robert Tangeman, director …	4/30/2019	View
67	CX Champions	An organization’s culture is critical to making customer experience work. Steve welcomes Ann Schrader and …	5/7/2019	View
68	That Take-home Value	Producer Chris Higgins takes listeners on another trip in the ‘way-back’ machine to listen to …	5/14/2019	View
69	Rock Stars and Fixer-Uppers	An episode recapping the 2019 CXPA Insights Exchange with guests Pat Gibbons and Chris Woolard, …	5/28/2019	View
70	What to do with all this data	In the first episode of a new series focusing on best practices for CX professionals, …	6/4/2019	View	text-analytics
38	Getting over the bump	Host Steve Walker welcomes Megan Burns, CEO of Experience Enterprises, as the next guest in …	9/25/2018	View
39	CX Day Celebration!	CX Day is celebration of all things CX and Steve invited five CX professionals from …	10/2/2018	View
40	Becoming the Chief ‘Charismatic’ Officer	Steve continues with the Luminaries of CX series in a discussion with Diane Magers, the …	10/9/2018	View
41	What’s your ‘word-of-mouth’ strategy?	Businesses often focus on various types of strategies to get ahead in the market: sales …	10/16/2018	View
42	Making CX Work at Johnson Controls	Steve introduces a new podcast series in which he explores how companies implement their customer …	10/23/2018	View
43	CX Horror Stories	It’s a spooky edition of the CX Leader Podcast as Steve welcomes back Pat Gibbons, …	10/31/2018	View
44	Convenience Trumps Price	Continuing the ‘CX Luminary’ series highlighting the ‘rock stars’ of customer experience, Steve welcomes Shep …	11/6/2018	View
45	The Personal Touch	In the second episode of the User series, Steve welcomes Gina Jannazzo and Kim Howard …	11/13/2018	View
46	Read More Science Fiction	How does the customer experience practice work with other disciplines? In the inaugural episode of …	11/27/2018	View
47	Customer-focused Training	Continuing in our User series, Steve welcomes Sharon Bislich and Carolyn Bodkin to discuss how …	12/4/2018	View
48	Customer Success	Exploring another topic on intersections with customer experience, Steve welcomes Dave Duke, an expert in …	12/11/2018	View
49	The United States of CX	Steve welcomes Stephanie Thum, chief advisor of federal customer experience at Qualtrics, to discuss how …	12/18/2018	View
50	Getting Back to Fundamentals	Steve kicks off the new year with a discussion on how some companies still need …	1/8/2019	View
51	The Evolution of CX	Pat Gibbons guest hosts this week’s episode on where the term ‘CX’ originated. An interview …	1/15/2019	View
52	Human Duct Tape	Pat Gibbons guest hosts this episode with guest Jeanne Bliss, founder and president of CustomerBliss, …	1/24/2019	View
53	Human-centered Design	Steve welcomes to the podcast Kerry Bodine, founder of Kerry Bodine and Company, to discuss …	1/29/2019	View
54	The State of Customer Experience	In a nod to the Presidential State of the Union address, Steve welcomes back guest …	2/5/2019	View
55	B2B vs. B2C	Steve welcomes back Walker expert and vice president of advisory services Brad Harmon to discuss …	2/12/2019	View
25	Steer clear of the process map	Journey mapping is a powerful tool in the CX leader’s arsenal, but there are some …	6/26/2018	View	journey-mapping
26	Don’t drive past your customers!	Companies are always looking to save time and money by taking shortcuts, but don’t be …	7/3/2018	View	journey-mapping
27	So you have a journey map… what now?	Customer journey maps are an excellent resource for companies to refine their CX initiatives, but …	7/10/2018	View	journey-mapping
28	Don’t let your brand make false promises	Does your brand make a promise to your customers? Then you need to make certain …	7/17/2018	View
29	You need to drive action!	CX experts are often on the front-lines of instituting changes to better the customer experience, …	7/24/2018	View	change-management
30	SPRINTing to a solution	“Death by meeting” is a popular term, and it’s not uncommon to see businesses attempt …	7/31/2018	View	change-management
31	A real-world SPRINT	In the third episode of the Change Management series, Steve welcomes back consultant Jack Walker …	8/7/2018	View	change-management
32	Improving the patient experience	The phrase ‘healthcare is broken’ is often used to describe the health services industry in …	8/14/2018	View
33	Let’s Talk Tech	In the first of a series of episodes devoted to technology, Steve welcomes Brian Kovacs, …	8/21/2018	View
34	What’s your goal?	In a continuing series on technology, Steve welcomes Mike Grindstaff to the podcast for a …	8/28/2018	View
35	The Pitfalls of Tech	CX pros and business leaders rely on technology to provide the data and analysis of …	9/4/2018	View
36	Empowering CX with Actionable Information	In the fourth episode of the CX technology series, Steve discusses the perspective from the …	9/11/2018	View
37	From CRM to CX	Host Steve Walker welcome the CEO of Customer Think Corporation and the founder and editor-in-chief …	9/18/2018	View
11	Being Innovative	Disrupting the status quo can sometimes lead to innovative solutions when it comes to CX, …	3/20/2018	View	cx-leadership-career-development
12	Being a Catalyst for CX Change	As CX professionals, we are looking to make a difference, engage our organizations and drive …	3/27/2018	View	cx-leadership-career-development
13	The Business-Savvy CX Leader	An effective CX leader will utilize the thought process needed to understand the key components …	4/3/2018	View	cx-leadership-career-development
14	Why you’ll never be great at all 10 CX traits	Steve welcomes back Walker senior vice president Jennifer Batley to review the 10 traits of …	4/10/2018	View	cx-leadership-career-development governance
15	How a Box of Invoices Tells a Story	Steve welcomes Pat Gibbons, a customer experience professional and senior vice president at Walker, and …	4/17/2018	View	storytelling
16	Angie’s List: Bringing Customer Experience to Home Services	Episode 16 Angie’s List: Bringing Customer Experience to Home Services In this episode of the …	4/24/2018	View
17	Upping Your Sales Game (Part 1)	Bill Caskey, creator of the 2X Group and co-host of the Advanced Selling podcast, joins …	5/1/2018	View
18	Upping Your Sales Game (Part 2)	In the second part of this podcast series, Steve continues his conversation with Bill Caskey …	5/8/2018	View
19	Recapping the CXPA Insights Exchange (Part 1)	CX professionals from across the globe met in New Orleans to exchange ideas and learn …	5/15/2018	View
20	Recapping the CXPA Insight Exchange (Part 2)	Steve Walker and Pat Gibbons discuss the importance of customer experience certification through the Customer …	5/22/2018	View
21	The CEO, the Customer, and You	Steve interviews Jim Schleckser, a best-selling author and CEO advisor, on how good CEO’s manage …	5/29/2018	View
22	Requirements, Planning, and Execution	Allison Grayson, a certified customer experience professional and vice president at Walker, joins Steve to …	6/5/2018	View	listening-architecture
23	#Frankensurvey	How’s your customer listening ‘house’? Do you have that one survey that always gets added …	6/12/2018	View	listening-architecture
24	The Right Tool for the Right Job	In the third episode of our series on Building Your Listening Architecture, Steve welcomes Dr. …	6/19/2018	View	listening-architecture
1	The Importance of Personalization	Steve discusses the importance of personalization from the recently released Walker research, ‘Customers 2020: A …	1/9/2018	View
1	Quick Tips Minicast: Is my sample size statistically significant?	Respondents to your surveys are like notes in a symphony of data: if the right …	9/14/2023	View
2	Making it Easy for Customers	Steve and guest Melissa Meier, a certified customer experience professional and vice president at Walker …	1/16/2018	View
2	Quick Tips Minicast: How can I improve my response rates?	You’ve planned a great program for gaining customer feedback, but there’s just one problem: a …	9/28/2023	View
3	At the Speed of Customers	Steve and guest Troy Powell, Ph.D. and vice president of statistical solutions at Walker Information, …	1/23/2018	View
4	The Passionate CX Leader	This episode begins a 10-part series where host Steve Walker invites guests to highlight the …	1/30/2018	View	cx-leadership-career-development
5	Experience is Knowledge	In the second of this 10-episode series, Steve welcomes back guest Melissa Meier, a certified …	2/6/2018	View	cx-leadership-career-development
6	Communicating Your CX Message	In the third of the series ’10 Traits of Effective CX Leaders,’ Steve welcomes guest …	2/13/2018	View	cx-leadership-career-development
7	Teamwork Makes the Dream Work	Host Steve Walker invites guest Jennifer Batley, a senior vice president at Walker Information, to …	2/20/2018	View	cx-leadership-career-development
8	Do Me a Favor	Steve welcomes guest Sonya McAllister to discuss how CX leaders need to be influential – …	2/27/2018	View	cx-leadership-career-development
9	The Analytical Leader	Steve welcomes back Dr. Troy Powell, vice president at Walker, to discuss how it’s not …	3/6/2018	View	cx-leadership-career-development
10	Olympic-level Focus for CX Leaders	CX professional Krista Roseberry joins Steve to discuss what she learned from binge-watching the Olympics: …	3/13/2018	View	cx-leadership-career-development