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Just as a car requires regular maintenance, customer experience programs need regular evaluation, leading to small “tune ups” – or complete overhauls – so they deliver the best possible results for your company. For a company that produces live events, the pandemic presented lots of challenges that required their CX program to adapt. Host Steve Walker welcomes Christine Beishline from Freeman to discuss how they “design for beautiful,” always keeping the end results in mind when evaluating the effectiveness of the customer experience and making changes to deliver the best possible results for the company.

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Building a CX program from the ground up can be a challenge, especially in a field such as healthcare. Where do you start? What’s most important to customers? How do we develop a customer – or “member” – centric culture? Host Steve Walker welcomes Gratia Carver, vice president and chief experience officer at Blue Cross Blue Shield of Kansas City, or “Blue KC”, for why measurement is such a crucial practice to building a customer-centric culture.

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One of the best institutions to learn leadership skills is the military. Veterans often become some of the best business leaders in their fields. So how does military life translate into becoming an effective customer experience leader? Host Steve Walker welcomes Michelle Buretta, a vice president and CX strategic advisor at Walker, for a discussion on how her service in the Army prepared her to be a customer experience leader.

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Health is a deeply personal topic and these last few years have pushed healthcare institutions into making unprecedented changes in how they deliver that care. Naturally, this has had an impact on the patients’ experience. XM professionals in healthcare institutions must be mindful that patients are NOT customers, and design programs accordingly to improve the patient experience. Host Steve Walker welcomes Sarah Andrews, vice president for advisory services at Walker, and Sarah Gilstrap, a senior consultant for healthcare customer experience and an XM scientist at Qualtrics, for a discussion on trends in patient experience.

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In Part 1 of “CX for Start-ups” guest Jen Batley discussed why it’s so important for new companies to really be in-tune with their customers. Knowing their needs while providing a product or service that disrupts the field is critical for start-ups. But what if you’ve been around for a while and are looking to scale-up? Are you providing what you promised to your customers? How are you listening to your customers while you grow your company? Host Steve Walker welcomes back Jen Batley of Batley Advisory to discuss companies looking to scale-up their business.

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The employee experience is becoming more critical in making certain your company has the best possible customer experience. But there’s one department that is critical in establishing and maintaining an effective EX program: human resources. Host Steve Walker welcomes Dr. Cecelia Herbert, a certified experience management professional and a principal XM catalyst for the Qualtrics XM Institute, for a discussion on the importance of building relationships with human resources to improve the customer and employee experience.

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