It's human nature to compare what we do professionally – and even personally – with others and CX leaders are no different. So Walker, along with the Customer Experience Professionals Association (CXPA), launched The CX Leader Pulse as a way to give customer experience professionals a look into what companies are, and are not, doing within their CX programs. The results of the first study are in and host Pat Gibbons welcomes Walker’s own Troy Powell, Vice President of Strategy & Analytics, and Greg Melia, CEO of the CXPA, to discuss what was discovered.
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Every first Tuesday of October, CX pros take a moment to celebrate their profession and bring awareness to the benefits of a great customer experience, and we hope you’re celebrating with us as well! Since 2011, the Customer Experience Professionals Association, or CXPA, has been dedicated to the advancement of the CX profession and continues to provide support for customer experience professionals throughout their career. Guest host Pat Gibbons welcomes Greg Melia, CEO of the CXPA, for a discussion on why we should take time to celebrate all things CX.
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We’ve mentioned the Customer Experience Professionals Association more than once on this podcast. The CXPA offers excellent resources and networking opportunities for CX professionals, and one of those opportunities includes the CX Leaders Advance Conference which was recently held in Orlando, Florida. The event offered CX pros an opportunity to discuss the most “pressing challenges faced by CX leaders.” Guest host Pat Gibbons welcomes back to the podcast Walker experts Sheila March and Dr. Troy Powell who participated in the conference and provides a recap of the events and the most pressing topics on the minds of CX professionals today.
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In a special CX Day Celebration episode and playing of this year's theme "CX Drives Success," host Steve Walker welcomes experts Sean Clayton, Sheila March, and Jack Walker for a fun panel discussion on how racing shares similar traits with customer experience. CX Day is held every first Tuesday in October by the Customer Experience Professionals Association as a global celebration of the customer experience profession.
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A common subject on the show is the importance of cross-functional collaboration when executing good customer experience. Knowing how other departments and groups work within the company is vital, but not always easy. And yet, CX pros are often left with the task of getting everyone on-board and collaborating so the entire company can help provide the best possible customer experience. Guest Michelle Spaul is a customer experience consultant and leads the Customer Experience Professionals Association’s “Monograph Project”, which aims to help organizations "work better together by understanding the level of collaboration needed to deliver the desired customer experience."
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Today’s technology allows for peer-driven collaboration on an unprecedented level. People from across the globe can create knowledge resources on Wikipedia, or develop software on GitHub and share it with the world. There are even ways to create art and music collaboratively online. So it only makes sense that a group of CX pros decided that the customer experience profession needed some sort of playbook that “documents CX terms, tactics, and approaches based on the CXPA CX Framework." Host Steve Walker welcomes Heather Gillbanks, CCXP and Director and Customer Experience & Customer Center of Excellence Lead at Cornerstone Building Brands, for a discussion on how she lead the effort to create this resources for CX pros.
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Few if any of customer experience pros went to school to be a CX professional, and yet there are thousands in this flourishing profession. So what does it take to be a CX leader? What are the right skills and what is the best career path to take? How do you break into this and how do you determine whether your company will really support customer experience strategies? Guest host Pat Gibbons welcomes Shelly Chandler, a certified CX professional and as head of customer experience for Delaware North, for a discussion on what it takes to start and advance your career in CX.
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Steve Walker hosts another Live with CXPA event with guests Mark Slatin, senior vice president and director of CX at Sandy Springs Bank, and Ann Schrader, CX strategist at Farm Credit Service of America, for a discussion on ways for CX leaders to improve their CX program’s visibility and build a reputation as a valuable part of their company’s strategy.
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What makes an effective leader in customer experience? On this special episode of The CX Leader Podcast and Live with CXPA, host Steve Walker leads a discussion with panelists Lauri Jones (Walker), Sandra Mathis (Microsoft) and Johnathan Ruchman (Brookdale Senior Living) on ten traits of effective CX leaders.
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Customer experience and employee experience are typically separate programs run by different departments. However, what if they were more in sync? Join guest host Steve Walker of the CX Leader Podcast along with a guest panelists Troy Powell, Jennefer Pursifull, and Ryan Willis for advice and examples that show how CX and EX can be integrated - all in service of creating more engaged employees and loyal customers.
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