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.

Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/a-soaring-transformation/

Learn more about CAE on their website: https://www.cae.com/

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Learn more about Walker at https://walkerinfo.com/ 

While it might not seem significant at first, securing a place to park your car is an important event. Sure, it’s not life or death, but during large events it can be time sensitive. Sometimes it’s the first experience people have when attending a concert or a large conference, so when the logistics are not working efficiently, it creates a frustrating experience for someone just looking for a safe place to park their car. But work to create a great employee experience and give them the tools to foster a customer centric mentality, you might have the recipe for an award-winning program. Host Pat Gibbons welcomes Andrea Cedillo, head of customer support at ParkHub, to explore their award-winning CX program.

Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/a-space-for-customers/ 

Learn more about Parkhub at https://parkhub.com/

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Learn more about Walker at https://walkerinfo.com/ 

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. 

Find a transcript of this episode on the show notes page: https://cxleaderpodcast.com/take-the-transaction-out-of-the-interaction/

Learn more about A-MAX Auto Insurance at https://www.amaxinsurance.com/

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Learn more about Walker at https://walkerinfo.com/ 

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. 

For a trascript of the episode, please visit the show notes page: https://cxleaderpodcast.com/consistency-is-the-key/

Learn more about YuMOVE at https://yumove.com/

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Learn more about Walker at https://walkerinfo.com/ 

It’s not easy changing people’s minds. But we’re approaching a season in which customer experience professionals are working hard to convince executives and peers on the value of adopting a customer-centric mindset. WE as CX pros know the value of our efforts, but sometimes we have to convince others of its advantages. And sometimes data isn’t enough. We have to balance the data with storytelling to build confidence in others about the value of customer experience. Troy Powell hosts with guests Pat Gibbons, SVP at Walker, and Megan Burns, a customer experience expert, author, and keynote speaker.

Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/the-cx-conundrum-of-changing-minds/

Learn more about Megan at https://megan-burns.com/

Download Walker's Storytelling Workbook at https://walkerinfo.com/cxleader/cx-storytelling-workbook/

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Learn more about Walker at https://walkerinfo.com/ 

Listening to your customers is the “window” to knowing how well your organization is performing in its customer experience efforts. Whether it’s an online support chat, a voice of the customer through employee program, or a CSAT survey, each of these touchpoints provide a metric to how your customers view your company. But HOW you create these listening opportunities matters, and keeping them consistent with your company’s brand is important. Pat Gibbons welcomes Joe Chiew, senior manager of consumer insights and voice of the customer at The Guitar Center Company, for a discussion on creating consistent listening experiences.

Find the transcript for this episode on the show notes page: https://cxleaderpodcast.com/the-harmonious-experience/

Learn more about Guitar Center at https://www.guitarcenter.com/

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Learn more about Walker at https://walkerinfo.com/ 

Producer's note: this episode originally dropped on October 11, 2022. While some details may have changed since it's original publication, we think Dan Silvert's insights on the importance of healthy relationships between employees is a great example of create excellent employee experiences. 

Many companies use them: personality tests or evaluations - ways to help employees discover more about how they and their colleagues work with others. Some might roll their eyes at the mention of them yet others find them very useful in trying to connect to other people in their company. Regardless of how you feel about them, the goal is ultimately a better-working team. And employees working well together means there’s better potential for excellent customer experiences. Host Steve Walker welcome Dan Silvert, a partner and president of the Velocity Advisory Group, a strategic consulting company.

Read more about Velocity Advisory Group: https://www.velocityadvisorygroup.com/

More about Dan's book, "The True Competitive Advantage: A Practical Guide to Achieving Extraordinary Success through Deep Relationships": https://www.amazon.com/True-Competitive-Advantage-Extraordinary-Relationships/dp/1619618567/

Listen to more episodes and subscribe to The CX Leader Podcast at https://cxleaderpodcast.com/

Learn more about Walker at https://walkerinfo.com/

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. 

Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/ai-is-it-hype-or-helpful/ 

Read the 2023 Global Consumer Study: https://www.xminstitute.com/research/consumer-channel-preferences-2024/ 

Listen to more podcasts at https://cxleaderpodcast.com/

Learn more about Walker at https://walkerinfo.com/ 

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. 

Find a transcript of this episode on the show notes page: https://cxleaderpodcast.com/talk-less-listen-more/

Learn more about St. Luke's University Health Network at https://www.slhn.org/

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Learn more about Walker at https://walkerinfo.com/ 

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.

Find a transcript of this episode on the show notes page: https://cxleaderpodcast.com/the-results-are-in/

To participate in The CX Leader Pulse, visit https://walkerinfo.com/pulse

List to more episodes at https://cxleaderpodcast.com/

Learn more about the Customer Experience Professionals Association at https://cxpaglobal.org/ 

Learn more about Walker at https://walkerinfo.com/ 

CX leaders have become increasingly effective at taking action on customer feedback. Today many organizations have effective closed-loop programs that efficiently route insights to the right person for timely action. However, there’s a blind spot – the vast majority of customers never provide their feedback. Actually that’s more than a blind spot. It’s a black hole! This episode's guest has built an impressive early warning system that addresses this problem. Host Pat Gibbons welcomes Maddie Clark, Customer Experience Insights Senior Manager at ServiceNow, for a discussion on how she built an early warning system that addresses the problem of identifying dissatisfied customers that don't provide feedback.

Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/the-black-hole-of-cx/

Learn more about ServiceNow at https://servicenow.com/

Listen to more episodes at https://cxleaderpodcast.com/

Learn more about Walker at https://walkerinfo.com/