Building a CX program from the ground up can be a challenge, especially in a field such as healthcare. Where do you start? What’s most important to customers? How do we develop a customer – or “member” – centric culture? Host Steve Walker welcomes Gratia Carver, vice president and chief experience officer at Blue Cross Blue Shield of Kansas City, or “Blue KC”, for why measurement is such a crucial practice to building a customer-centric culture.
A resource for customer experience (CX) and experience management (XM) professionals. 
Episodes tagged “culture”
The customer experience profession is evolving to recognize the importance of going beyond the customer. If a company’s culture doesn’t include employee experiences then it will be difficult to mature a CX program. Host Steve Walker welcomes Karyn Furstman, vice president and Head of CX Strategy & Solutions at Designit, for a discussion on building a customer-focused culture through employee experience.
Companies regularly hire experienced professionals from outside their organization. But they can’t tell from a resume how good of a culture fit the new leaders will be. And employees frequently find that to grow their skills, they need to go to another company – often leaving a company that is a good fit for them. So how can you solve both problems at once? Host Steve Walker welcomes Jeff Epstein, founder of Onboard.io, for a discussion on creating the right culture for employees which ultimately creates better customer experiences.
Customer experience is quickly gaining world-wide adoption. Companies around the globe are realizing the importance of providing the best experience possible for their customers. Understanding and empathizing with customers is a critical component to CX, and that includes understanding cultural differences and expectations. Host Steve Walker welcomes guest Ian Golding, an influential consultant in CX with worldwide experience in several different industries to discuss CX across the globe.
With more companies moving to globalizing their business, it can be easy to overlook the implications of not considering cultural differences required for CX programs in different countries. Steve welcomes back Bob Azman, a CX professional with over 40 years of experience and founder and CXO of Innovative CX Solutions, to discuss why companies should consider the customer experience in the context of other countries and cultures.
An organization's culture is critical to making customer experience work. Steve welcomes Ann Schrader and Denise Hinkeldey from Farm Credit Services to discuss their CX program and how the culture helps motivate employees to keep the customer experience a priority within their company.
A discussion on the importance of executive support and for your CX program and how the organization’s culture can make or break your CX efforts. Steve welcomes customer experience leaders Brian Daniell and Chris Lawton from Deltek to discuss how they developed and continue to maintain a successful customer experience program.