In this special encore presentation, Steve Walker hosts the Live with CXPA event "Key Ingredients for Making an Impact with CX." As the ultimate advocate for customers, customer experience professionals are supposed to be catalysts for change and influential in building a customer-focused culture. However, it’s easy to get caught up in the details of managing a CX program and question if all this effort is really making a difference. In this session, join guest host Steve Walker and special guests Ian Golding, CCXP, Greg Melia, CAE, and Roxie Strohmenger, CCXP, as they discuss how to rise above surveys, dashboards, training, and other program components to really make a difference for your organization.
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In a regular "check-in" with the Customer Experience Professionals Association, or CXPA, host Steve Walker welcomes Barbie Fink, current chair of the CXPA board, and recent board chair Annette Franz to discuss the organizations accomplishments and challenges during 2020 and what to expect in 2021.
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Each year on the first Tuesday in October, the Customer Experience Professionals Associate - or CXPA - encourages professionals and companies to take some time to recognize the importance of this practice and celebrate the ways they strengthen the customer experience within their own company. Host Steve Walker welcomes guests Gabe Smith and Derik Iverson of CXPA to discuss how companies can celebrate their accomplishments and customers on "CX Day."
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Like any other profession, CX professionals need to stay up-to-date on best practices, find new ideas for programs, and learn how customer experience works in other companies. Many resources exist to help - including this podcast - but sometimes you need to meet with like-minded professionals face-to-face. Guest host Pat Gibbons welcomes guests Branden Schossler and Gary Batroff to discuss how they help start local networking groups to help colleagues develop professionally.
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Like most professions, CX pros enjoy the benefits and support of an organization that provides resources and ways to network with other professionals. Steve welcomes the new CEO of the Customer Experience Professionals Association - or CXPA - Greg Melia for a discussion on the organization's benefits and future.
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An episode recapping the 2019 CXPA Insights Exchange with guests Pat Gibbons and Chris Woolard, hosted by producer Chris Higgins.
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In a continuing series featuring the luminaries of customer experience, Steve welcomes Bob Azman to the podcast and discusses how he started his CX career, his time leading the CXPA, and his experience in CX on a global scale.
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Pat Gibbons guest hosts this week's episode on where the term "CX" originated. An interview with Bruce Temkin, head of the XM Institute, on how the Customer Experience Professionals Associate was formed and how customer experience has evolved.
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Steve continues with the Luminaries of CX series in a discussion with Diane Magers, the interim CEO of the Customer Experience Professionals Association on what skills make the best CX pros and her views on the future of the profession.
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Steve 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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