It’s that time of year when producer Chris Higgins takes a moment to look back on some of the excellent advice from past guests on The CX Leader Podcast. Having covered a variety of topics from mystery shopping, CX in government, and even how one of the “happiest places on earth” executes their customer experience, there's a vast number of "take home value" segments to choose from, but this episode focuses on four particularly insightful tips for CX leaders.
A resource for customer experience (CX) and experience management (XM) professionals. 
Episodes tagged “Brad Harmon”
Customer experience pros are often tasked with proving the ROI of CX within an organization. Utilizing experience data – or “X-data” – combined with operational data – or “O-data” – can be an effective tool in proving ROI of your CX efforts. In part 2 of exploring the ROI of CX, host Steve Walker welcomes Troy Powell and Brad Harmon from Walker to discuss practical ways to use X- and O-data to prove the return on your customer experience efforts.
Customer experience pros are often tasked with proving the ROI of CX within an organization. Utilizing experience data - or "X-data" - combined with operational data - or "O-data" - can be an effective tool in proving ROI of your CX efforts. Host Steve Walker welcomes guests Troy Powell and Brad Harmon from Walker to discuss the findings in Walker's new report "Deliver More Value with X- and O-data" and how CX pros can make the case for customer experience.
As 2019 comes to an end, Steve welcomes Walker colleagues Sonya McAllister, Brad Harmon, and Troy Powell back to the podcast for a discussion on what they felt was significant for CX in 2019 and predictions on trends in customer experience into 2020.
Steve along with Walker's own Sonya McAllister, Brad Harmon, and Jamieson Prala discuss what they experienced at the Qualtrics X4 Summit in Salt Lake City.
Steve welcomes back Walker expert and vice president of advisory services Brad Harmon to discuss the differences in approach to customer experience between B2B and B2C businesses.
Steve discusses the importance of personalization from the recently released Walker research, "Customers 2020: A Progress Report" with guest Brad Harmon, a certified customer experience professional and vice-president of consulting services for Walker.