Cx Leader Podcast With Steve Walker
- Autor: Vários
- Narrador: Vários
- Editor: Podcast
- Duración: 138:04:01
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Sinopsis
The CX Leader Podcast with host Steve Walker provides insights for business leaders to improve their business results by unlocking the potential of their customer experience, helping their customers and prospects want to do more business. Steve is CEO and Chairman of Walker Information, a business consulting firm that can help you put your customers at the heart of all your business decisions.
Episodios
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SPRINTing to a solution
31/07/2018 Duración: 17min"Death by meeting” is a popular term, and it’s not uncommon to see businesses attempt to conceive and launch new solutions or products over a period of weeks - or months! But in the customer experience realm, speed is critical. Steve welcomes consultant Jack Walker to explain how the SPRINT process used in software companies can take the time needed to develop new CX programs from months down to days.
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You need to drive action!
24/07/2018 Duración: 19minCX experts are often on the front-lines of instituting changes to better the customer experience, but it’s not an easy task. Steve welcomes back Walker expert Noah Grayson to begin a three-episode series on change management and how to effectively drive action in your company.
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Don't let your brand make false promises
17/07/2018 Duración: 19minDoes your brand make a promise to your customers? Then you need to make certain your CX program can deliver on that promise! Steve welcomes back Jennifer Batley, a vice president and certified customer experience professional at Walker, for a discussion on how to make certain your brand aligns with your customer experience.
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So you have a journey map... what now?
10/07/2018 Duración: 16minCustomer journey maps are an excellent resource for companies to refine their CX initiatives, but companies often leave them on the shelf to collect dust. In the third of our series on avoiding the detours that can prevent your journey maps from going the distance, Steve welcomes back CX expert Allison Grayson, a vice president at Walker, to discuss how companies can activate their journey map, taking full advantage of their value.
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Don't drive past your customers!
03/07/2018 Duración: 20minCompanies are always looking to save time and money by taking shortcuts, but don't be tempted to detour around your customers' feedback or you might find your journey map is not accurate to your customer experience. Steve discusses how to avoid this detour with Krista Roseberry, a vice president at Walker, and Tracy DeCarlo, director of performance management, client and member services at ELAP Services.
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Steer clear of the process map
26/06/2018 Duración: 18minJourney mapping is a powerful tool in the CX leader's arsenal, but there are some "detours" you should avoid. In the first of a three-part series, Steve discusses how to avoid the process map detour with guests Melissa Meier from Walker, and Sheila March from Ascension Ministry Service Center.
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The Right Tool for the Right Job
19/06/2018 Duración: 19minIn the third episode of our series on Building Your Listening Architecture, Steve welcomes Dr. Kyle Groff, a senior principal for global CX strategy at Qualtrics to discuss the tools and strategies in gathering customer insights.
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#Frankensurvey
12/06/2018 Duración: 20minHow's your customer listening "house"? Do you have that one survey that always gets added to and has now become this monstrosity of your CX listening strategy? Steve welcomes Dr. Troy Powell to the podcast to discuss the dangers of not effectively planning your listening architecture and how you can avoid relying on the "Frankensurvey" to gather valuable customer insights.
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Requirements, Planning, and Execution
05/06/2018 Duración: 19minAllison Grayson, a certified customer experience professional and vice president at Walker, joins Steve to talk about the importance of an effective listening architecture and how careful planning will benefit your CX program.
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The CEO, the Customer, and You
29/05/2018 Duración: 22minSteve interviews Jim Schleckser, a best-selling author and CEO advisor, on how good CEO's manage their time and attention, how the CX professional can speak the CEO's language, and the importance of CX from the perspective of the c-suite. Read more about Jim on his website, www.jimschleckser.com, and you can purchase your copy of "Great CEOs are Lazy" at Amazon.com.
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Recapping the CXPA Insight Exchange (Part 2)
22/05/2018 Duración: 12minSteve Walker and Pat Gibbons discuss the importance of customer experience certification through the Customer Experience Professionals Association and how CXPA will play a role in the future of CX.
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Recapping the CXPA Insights Exchange (Part 1)
15/05/2018 Duración: 12minCX professionals from across the globe met in New Orleans to exchange ideas and learn more about what's happening in the realm of customer experience. Steve welcomes Pat Gibbons back to the podcast to share what Walker associates learned was on the minds of CX pros.
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Upping Your Sales Game (Part 2)
08/05/2018 Duración: 15minIn the second part of this podcast series, Steve continues his conversation with Bill Caskey on how CX leaders can improve their effectiveness in sales. Bill is the creator of the 2X Group and co-host of the Advanced Selling podcast. Learn more about Bill at https://billcaskey.com and download Bill's resource "How to Give Your Customers a Great Buying Experience" at https://billcaskey.com/cxleader
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Upping Your Sales Game (Part 1)
01/05/2018 Duración: 13minBill Caskey, creator of the 2X Group and co-host of the Advanced Selling podcast, joins Steve for a conversation on how CX leaders can improve their effectiveness in sales.
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Angie's List: Bringing Customer Experience to Home Services
24/04/2018 Duración: 21minEpisode 16 Angie's List: Bringing Customer Experience to Home Services In this episode of the CX Leader Podcast, Steve welcomes guest Angie Hicks, co-founder of Angie's List and chief customer officer for ANGI Home Services. Angie discusses Angie's List's beginning and how they became a disruptor to an entire business sector, bringing customer experience to the forefront of the home services industry. Read more about Angie Hicks at angiehicks.com. Read more about ANGI Home Services at www.angihomeservices.com. Learn more about Angie's List at www.angieslist.com.
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How a Box of Invoices Tells a Story
17/04/2018 Duración: 17minSteve welcomes Pat Gibbons, a customer experience professional and senior vice president at Walker, and discusses how storytelling can be a powerful addition to the customer experience professional's toolbox.
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Why you’ll never be great at all 10 CX traits
10/04/2018 Duración: 19minSteve welcomes back Walker senior vice president Jennifer Batley to review the 10 traits of effective CX leaders and talk about how customer experience professionals rated themselves at the Qualtrics X4 Summit. Jennifer also introduces an eleventh “bonus” trait.
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The Business-Savvy CX Leader
03/04/2018 Duración: 20minAn effective CX leader will utilize the thought process needed to understand the key components of a situation and comprehend the consequences of actions. Steve welcomes Noah Grayson, a CX professional and senior vice president at Walker, to discuss the trait of being a business savvy CX leader.
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Being a Catalyst for CX Change
27/03/2018 Duración: 18minAs CX professionals, we are looking to make a difference, engage our organizations and drive meaningful change on behalf of the customer. The problem is being that catalyst for change in organizations can be difficult. Steve welcomes guest Allison Grayson, a certified CX professional and vice president at Walker, to discuss strategies to help drive meaningful change in your CX program.
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Being Innovative
20/03/2018 Duración: 17minDisrupting the status quo can sometimes lead to innovative solutions when it comes to CX, and Steve discusses this trait with Walker senior vice president and customer experience professional Sean Clayton.