It's human nature to compare what we do professionally – and even personally – with others and CX leaders are no different. So Walker, along with the Customer Experience Professionals Association (CXPA), launched The CX Leader Pulse as a way to give customer experience professionals a look into what companies are, and are not, doing within their CX programs. The results of the first study are in and host Pat Gibbons welcomes Walker’s own Troy Powell, Vice President of Strategy & Analytics, and Greg Melia, CEO of the CXPA, to discuss what was discovered.
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You're ready to get going on gathering customer feedback, but there's always that looming question: what will we ask them and how much is too much survey? On this edition of The CX Leader Quick Tips Minicast, Walker expert Molly Work gives helpful advice on how to determine the right amount of questions to ask in a survey.
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Respondents to your surveys are like notes in a symphony of data: if the right notes are played, you have a musical masterpiece. But if some are playing wrong notes, a dissonant chaos of sound can confuse the listeners. In the inaugural edition of The CX Leader Quick Tips Minicast, Walker expert Tanner Smith discusses how CX experts can make certain they're playing the right notes so they have clear insights into their customers.
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Customer experience is a wonderful blend of listening and understanding our customers, while creating the right actions to deliver amazing experiences. But putting all those pieces together is a tall task. How do we set up the right processes to ensure the right information is delivered to right employees, resulting in great experiences for our customers? Host Steve Walker welcomes Jill Helmle, the senior manager for customer experience strategy at ServiceNow, for a discussion on how to equip employees for success.
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