A common business adage states: “fast, cheap, or good – pick any two.” But in today’s world of same-day shipping and self-service technologies, customers are demanding speedy experiences and will not accept excuses for sacrificing quality or price. On the eighth and final episode of our series, “CX Now: Eight Essential Themes Driving CX Evolution,” host Steve Walker welcomes Sean Clayton for a discussion on why customer experience professionals should keep speed at the top of their list when optimizing their CX programs.
A resource for customer experience (CX) and experience management (XM) professionals. 
Episodes tagged “CX Now”
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 president and team lead from Walker, to discuss why companies need to move away from the old-world model of "make and sell" model and adopt a more "sense and respond" mentality.
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 Themes Driving CX Evolution," host Steve Walker welcomes Ashley Hicks for a discussion on how CX pros can organize, integrate, and constructively access their data to make better business decisions.
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, vice president and team lead at Walker, to discuss the importance of making customer experiences seamless.
The data companies collect can be valuable in providing insights into the past and current behaviors of customers. But that data can also be useful in predicting trends and behaviors in the future. Continuing the series "CX Now: Eight Essential Themes Driving CX Evolution," host Steve Walker welcomes Dr. Troy Powell for a discussion on how companies can use their customer data to perform predictive analysis using A.I., natural language processing, and other tools to anticipate customer needs and actions.
Designing ways to personalize the customer experience is essential. But there are different levels in which personalization can be executed: reactive, selected customer, and proactive. And customer experience programs that are not fully executing on personalized experience could be dropping the ball. In the second episode of our series "CX Now: Eight Essential Themes Driving CX Evolution," Steve Walker welcome Saari Gardner, vice president of advisory and managed services at Walker for a discussion on way companies can take their personalization efforts to the next level.