Steve welcomes back Walker expert and vice president of advisory services Brad Harmon to discuss the differences in approach to customer experience between B2B and B2C businesses.
A resource for customer experience (CX) and experience management (XM) professionals. 
Episodes tagged “Steve Walker”
In a nod to the Presidential State of the Union address, Steve welcomes back guest Dr. Troy Powell for a discussion on the current state of the customer experience space and trends in the industry.
Steve welcomes to the podcast Kerry Bodine, founder of Kerry Bodine and Company, to discuss the importance of user- and human-centered design in customer experience and Kerry’s thoughts on trends and how UX is impacting CX today.
Steve kicks off the new year with a discussion on how some companies still need to master the fundamentals of customer experience with CX luminary Annette Franz, founder and CEO of CX Journey, Inc.
Steve welcomes Stephanie Thum, chief advisor of federal customer experience at Qualtrics, to discuss how federal agencies are beginning to apply customer experience into government, how legislation is requiring the implementation of CX practices, the imbalance of X-data (experience) and O-data (operational) within agencies, and... Zootopia?
Exploring another topic on intersections with customer experience, Steve welcomes Dave Duke, an expert in customer success management and is the co-founder and chief customer officer of MetaCX, for a discussion on customer success and its relevance in customer experience.
Continuing in our User series, Steve welcomes Sharon Bislich and Carolyn Bodkin to discuss how Medxcel, a medical facilities management company, incorporates customer experience into their training programs.
How does the customer experience practice work with other disciplines? In the inaugural episode of a new series, Steve explores the intersection of CX and UX (user experience) with guests Mike Miserendino and Suzi Shapiro from GravityDrive, a user experience consulting services company in Indianapolis.
In the second episode of the User series, Steve welcomes Gina Jannazzo and Kim Howard from Wild Birds Unlimited to discuss the CX program within a franchise model and how personal relationships with customers are competitive advantages for today's retailers.
Continuing the "CX Luminary" series highlighting the "rock stars" of customer experience, Steve welcomes Shep Hyken to the podcast to discuss how he got his start in CX and how making convenience can bring your company a competitive edge.