Change is hard. And that’s not the first time we’ve said those words on this podcast. When it involves breaking through entrenched practices within a company, it can be especially difficult - but not impossible. With a little buy-in, some quick wins to demonstrate the possibilities, and some awareness to the importance of customer centricity, you can create a culture that views CX as a game-winning strategy. Host Sara Walker welcomes Talar Ozcanian, director of customer experience business aviation and helicopter aviation training at CAE, an aviation simulation and technology company, and winners of the digital transformation category at the 2024 US CX Awards, to discuss their digital transformation.
A resource for customer experience (CX) and experience management (XM) professionals. 
Episodes tagged “Sara Walker”
Today’s marketing playbooks put social media at the top of many strategies, but regardless of its prevalence, your website is still your business hub and a vital extension of your brand. But when your customers say your site is not friendly or functional, it’s time to rethink your online experience. And in once such case we’re exploring on this episode, the result was award winning. Host Sara Walker welcomes Rajesh Sankaran, Senior VP of eCommerce for A-Max Auto Insurance, for a discussion about their award-winning approach to improving how customers interact with their website.
Think of some of the best experiences you have had as a customer. What made it great? Did you feel like the experience matched the company’s identity? Did any of it feel like it wasn’t meeting the company’s brand promise? Great experiences are consistent: you know what to expect when you interact with an organization that reflects their brand through their CX efforts. Host Sara Walker welcomes Chelsea Reynolds, marketing manager for YuMOVE, for a discussion on keeping experiences consistent with your organization's brand.
As consumers we’ve all interacted in different ways with companies. Sometimes an automated system, online chat, an app on our phones, or even a live human being. But as customer experience professionals, how do we know which channel is the best option and the most preferred by consumers? And how will AI fit into all this? Host Sara Walker welcomes James Scutt, a principle XM strategist at the Qualtrics XM Institute for a look at what their 2023 Global Consumer Study reveals about consumer channel preferences.
What’s the first thing you think of when asked, “how well do you listen?” Many CX professionals might think of their listening systems: surveys, close-loop feedback, listening architectures. Some may say they interact with clients on a regular basis. But what about actively listening? Talking less and letting others express themselves, and then reassuring them that the conversation was worth it. Host Sara Walker welcomes Marisa Schwartz, senior regional medical director for St. Luke’s University Health Network, to discuss the importance of active listening.
We'll bet you've heard this one: you call customer support and encounter an automated system. Despite your best efforts to speak clearly, the voice on the other end of the line can’t understand you. Or, how about when you’ve finally reached someone and they need to transfer you to another agent. After waiting on hold for a while, the second agent finally answers the phone but asks you to explain the problem all over again. That is s a particularly frustrating experience, and you’re not alone according to a recent study by RingCentral and Opinium Research. Host Sara Walker welcomes Jim Payne, director of product marketing at RingCentral, a provider of AI-first cloud-based communication and collaboration solutions, for a discussion about the report's findings and how AI can help ease those customer support pain points.
Maybe it’s a concert headlining Beyonce, U2, or Taylor Swift? Or perhaps your favorite NFL team is playing their rivals this weekend? Perhaps you prefer events that allow for some more personal creative expression like GenCon or Comic-Con? While we have our personal preferences, few things compare to meeting up with thousands of like-minded people or fans for live events. But those gatherings don’t just happen out of the blue, and just like any other business, the experience matters. And ASM Global just released a new study that highlights what audiences are demanding in regards to live event experiences. Host Sara Walker welcomes Alex Merchán, chief marketing officer for ASM Global, a venue management and live event production company, to discuss their recent study on global audience trends.
Conversations around diversity, equity, and inclusiveness have been happening in many companies in the U.S., and healthcare is no exception, especially when it comes to the care patients receive. And listening to patients’ needs and concerns is vital to providing doctors, nurses, administrative staff, and leadership with the insights required to providing equitable care for all their patients. But what does it mean to be “equitable” versus “equal” in the care providers give to their patients? Host Sara Walker welcomes Ariel Davis, head of healthcare provider solution strategy for Qualtrics, and Nicole Richendollar, vice president in our client services at Walker, for a discussion on providing equitable care to patients.
It's an often-misunderstood industry that exists between healthcare and hospitality and includes all the complexities of strict regulation and event management. And to add more complication, it includes an element of emotional support. Funeral homes and cemeteries walk a fine line of making the final arrangements of a loved one as frictionless as possible, all while knowing there are no second chances at delivering a positive experience. Host Sara Walker welcomes Walker expert Hannah Warren for a discussion on managing experiences within the death care industry.
Great customer experiences comes from great employee experiences. It’s something we’ve discussed in several past episodes of this podcast and you can listen to our CX plus EX episodes on cxleaderpodcast.com. But how can you improve employee engagement for a large group of front-line employees, say a call center or large customer support operation? Host Sara Walker welcomes Victoria Stephens, director of client and payment experience at Flywire, a global payment software company, and a CXPA 2023 Emerging Leader award winner, for a discussion on equipping frontline employees for customer experience success.