It's no secret that most companies have different groups of customers with differing needs. And we, as CX leaders, naturally need to able to adapt our programs to account for those differences. Depending on your company, differences between your customer segments might be small. But for businesses where each segment’s needs are vastly different, more complex experience strategies might be necessary. So how does a CX pro design and execute for different customer segments? Host Steve Walker welcomes Leigh Redington, general manager at the Potawatomi Carter Casino and Hotel in Wabeno, Wisconsin, for a discussion on designing experiences for various customer segments.
A resource for customer experience (CX) and experience management (XM) professionals. 
Episodes tagged “personalization”
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.
If your company is not providing a digital experience at some level then you’ve already missed the boat. If you consider the possibilities of personalizing a digital experience, then you have a potentially powerful tool that can differentiate your company from competitors. So, how do you personalize the digital experience? Host Steve Walker welcomes Michael Scharff, CEO at Evolv Technologies, for a discussion on personalizing digital experiences.
Hyper-personalization is one of the newer buzz words out in the business world today – a practice that utilizes artificial intelligence to deliver highly personalized content and experiences in real-time at an individual level. It’s another way for brands to connect with their customers and a potential "tool in the box" for customer experience professionals. Host Steve Walker welcomes guest Melissa Drew, an associate partner at IBM, for a discussion on how A.I. can take personalization to the next level.
The CX pro has many tools at their disposal but few are as powerful than the ability to adapt to a customer’s needs quickly and deliver a positive experience. The need for personalization cannot be understated, but how do you develop the relationships required to help deliver a personalized experience that differentiates your company from the rest? Host Steve Walker welcomes Shane Murphy Reuter from Intercom to discuss the importance of personalizing the customer experience.
A driving factor for any business to be successful is the ability to differentiate - setting your company apart from the competition by creating great experiences for your customers. Three ways to do that is with personalization, ease, and speed – and its the first of these three that our guest is going to talk about today. Host Steve Walker welcomes Marcus Hall, president and partner at California Closets, for a discussion about not only personalizing the product, but the experience as well.
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.