Speed has always been an important factor in delivering a great experience to customers. And many times "fastest" is best. But there are some situations in which you could almost be too fast, so the trick is to find the right "now." Host Steve Walker welcomes Jay Baer, a keynote speaker and author on customer experience, to discuss his latest research in collaboration with StatsSocial, “Time to Win: the Consumer Patience Study."
A resource for customer experience (CX) and experience management (XM) professionals. 
Episodes tagged “report”
This podcast has always maintained that customer experience is one of the best differentiators you can leverage in driving customer loyalty. And there’s yet another piece of research that is proving this assertion, with customers giving companies a clear warning about 2022: “we won’t tolerate bad experiences.” Host Steve Walker welcomes Bruce Temkin, head of the Qualtrics XM Institute, to discuss the results of their "2022 Global Consumer Trends" report.
Fresh into a new year is often a good time to look at how customer experience is progressing within companies. The XM Institute has recently published their report, "The State of CX Management" which examines the CX efforts and maturity of several companies. Host Steve Walker welcomes back Moira Dorsey from the XM Institute to discuss the findings from the report.
The importance of the employee engagement has been featured on this podcast throughout several episodes. And while there is a strong connection between engaged employees and engaged customers, the two programs are typically separate. Employee experience is run by HR, customer experience is run by CX pros, and the two typically don’t interact much. However, that seems to be changing and experience management leaders are seeing applications for the two to come together. Guest host Pat Gibbons welcome back Troy Powell for a discussion about Walker's new report, "Effectively Combining CX and EX."
The Qualtrics XM Institute recently released 2021 Global Consumer Trends, a report focusing on how consumer behavior will continue to change in a post-pandemic world. The report takes a look at consumer behavior and attitudes across 18 countries and covers many topics including loyalty, NPS, and post-COVID online behaviors. Host Steve Walker and Moira Dorsey of the Qualtrics XM Institute continue their discussion on the report's findings and the valuable insights it provides for CX professionals.
The Qualtrics XM Institute recently released 2021 Global Consumer Trends, a report focusing on how consumer behavior will continue to change in a post-pandemic world. The report takes a look at consumer behavior and attitudes across 18 countries and covers many topics including loyalty, NPS, and post-COVID online behaviors. Host Steve Walker welcomes Moira Dorsey, a principal XM catalyst at the Qualtrics XM Institute for a discussion on the insights found in the report.
Customer experience pros are often tasked with proving the ROI of CX within an organization. Utilizing experience data – or “X-data” – combined with operational data – or “O-data” – can be an effective tool in proving ROI of your CX efforts. In part 2 of exploring the ROI of CX, host Steve Walker welcomes Troy Powell and Brad Harmon from Walker to discuss practical ways to use X- and O-data to prove the return on your customer experience efforts.
Customer experience pros are often tasked with proving the ROI of CX within an organization. Utilizing experience data - or "X-data" - combined with operational data - or "O-data" - can be an effective tool in proving ROI of your CX efforts. Host Steve Walker welcomes guests Troy Powell and Brad Harmon from Walker to discuss the findings in Walker's new report "Deliver More Value with X- and O-data" and how CX pros can make the case for customer experience.
How do you gain the support for customer experience from stakeholders? By proving the value of customer experience. Host Steve Walker welcomes Bob Thompson, CEO of Customer Think, , a global online community of business leaders. They discuss the findings in their recent report on “Best Practices to Prove the Business Value of Customer Experience” which highlights how CX professionals can, “show that improving experience will deliver value to the customer and the business.”
In their latest report, "Next-Level CX for B2B Companies," Walker teamed up with the Qualtrics XM Institute to assess the current state of B2B CX. Host Steve Walker welcomes back guest Dr. Troy Powell to discuss the report, highlighting findings of low CX maturity in B2B companies, and how CX leaders can align CX programs and design truly exceptional customer experiences.