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. 

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

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

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

We’ve all experienced it: that nagging, frustrating, and sometimes maddening feeling we get when something collides with our productivity. And while it can sometimes feel trivial, that type of friction adds up and affects our interactions with customers, thus affecting the customer experience. So how do we minimize those points of friction in the workplace? Host Pat Gibbons welcomes Christophe Martel, CEO and founder of FOUNT, a software platform designed to help reduce friction and improve productivity and employee experiences, for a discussion on reducing workplace friction and it's effect on customer experience.

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

Learn more about FOUNT at https://getfount.com/

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

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

Bonus content are audio clips of interviews that we couldn’t include in an episode but still contains great advice for our listeners, and this content is only available to those that follow the show through their favorite podcast provider.

In the episode " The Empathetic Frontline" (episode #307) released back in March, guest Victoria Stephens from Flywire discussed the importance of employee experience as it relates to providing the best possible customer experience. Host Sara Walker asks how Flywire balances the advantages of automation versus live interactions during support calls and how the data from those interactions helps improve the CX/EX balance.

Listen to the original episode at: https://cxleaderpodcast.com/the-empathetic-frontline/

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

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

Producer's Note: This episode originally released on March 7, 2023. Natalie Onions discussed how she became a customer experience professional and offered some great advice for newer CX pros on how to grow their careers in customer experience. Please note that this was recorded back in March of 2023, so some parts of the discussion may be outdated.

There have been many guests on this show, each with unique stories and backgrounds about their path to becoming a customer experience professional. But we haven’t often discussed how YOU can develop your own professional life. So how is your career growth going? Are you new to the profession and need some tips, or are you a seasoned pro that could use some ways to spark new creativity? How do you keep your career batteries charged? Host Steve Walker welcomes Natalie Onions, vice president of customer experience at Customer.io, a marketing automation platform, to discuss way to help develop your career as a customer experience professional.

Find a transcript of this episode on the show notes page: https://cxleaderpodcast.com/your-cx-career/

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

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

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.

For a transcript of this episode, visit the show notes page at https://cxleaderpodcast.com/the-death-care-experience/

To listen to more episodes, visit https://cxleaderpodcast.com/

To learn more about Walker, go to https://walkerinfo.com/

Just like any other business process, customer experience programs can sometimes get a little stale or outdated. As CX leaders, it’s our responsibility to pay attention to the customers’ needs and expectations, and adjust accordingly. But sometimes it’s best to take a step back and look at the entire customer journey and, if needed, redesign the journey from start to finish. Host Pat Gibbons welcomes Jaya Sudarshan, a customer experience manager for HP, the global technology company, for a discussion on building a differentiated experience from start to finish.

Find the transcript on the show notes page: https://cxleaderpodcast.com/redesigning-from-start-to-finish/

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

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

What are some of the more common challenges you encounter with your CX program? Have you noticed a particular common problem among CX programs when you converse with fellow CX pros? Benchmarking is an often-tackled problem for customer experience professionals and is not as simple as comparing your numbers with another company's scores. This episode is the inaugural show of a new series we’re calling “CX Conundrums,” where we’ll address common CX challenges and possible ways CX leaders can address them. Host Troy Powell dives into this conundrum with two seasoned CX professionals that have a great deal of experience in benchmarking: Sean Clayton who has 20+ years working with a wide range of companies and James Bampos whose background includes CX at various tech firms as well as leadership on a recent benchmarking initiative with the XM Institute.

Find a transcript on the show notes page: https://cxleaderpodcast.com/the-cx-conundrum-of-benchmarking/

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

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

There are many companies today that have embraced customer experience as a key strategic practice, working hard to put the customer first. But there’s often a part of the customer’s journey that is overlooked: when it’s time to pay the bill. Even in a recent episode, our host Pat Gibbons gave an example of a company dismissing customer feedback that identified invoicing as a pain point. So why do companies often adopt this mentality?  Host Pat Gibbons welcomes Philip Rürup, founder and CEO of troy, a customer experience focused collections company based in Germany, for a discussion on why CX professionals often overlook the payment process, and why it's worth their attention.

Find a transcript on the show notes page: https://cxleaderpodcast.com/dont-forget-your-invoice/ 

Learn more about troy at https://www.troy-bleiben.com/

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

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

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.

Find a transcript on the show notes page: https://cxleaderpodcast.com/the-empathetic-frontline/

Learn more about Flywire at https://www.flywire.com/

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

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

Producer's Note:  March 8th, 2024 is International Women’s Day. This global event celebrates the social, economic, cultural, and political achievements of women, and serves as a call to action for accelerating women’s equality. To join in this celebration, we’d like to encore an episode that originally aired back in August of 2022 when Sara Walker hosted to highlight the wisdom of women CX leaders that were guests on the show. If you’d like to know more about International Women’s Day, you can go to internationalwomensday.com. Some information in this episode might be out of date, but it’s a great way to celebrate the phenomenal women CX leaders that have been on the show, and those that continue to drive customer experience excellence in organizations across the globe.

Women's Equality Day is celebrated in the United States on August 26, commemorating the 1920 adoption of the Nineteenth Amendment to the United States Constitution, which prohibits the states and the federal government from denying the right to vote to citizens of the United States on the basis of sex. In honor of that event, and in honor of her great-grandmother Tommie Walker, who founded Walker in 1939, Sara Walker guests hosts to highlight words of wisdom from women who have been guests on The CX Leader Podcast.

Learn more about International Women's Day at https://internationalwomensday.com

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

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

If you're a CX professional then you've read your fair share of customer feedback comments. While most CX leaders love to read great comments from customers, there's always feedback that isn't so flattering, and your instinct may be to spring into action to fix whatever it was that caused the less than stellar review. Customer insights can be a powerful change agent, so leveraging feedback can be a great way to influence change within your company. What if we had some advice from someone on the operations side of the business; people who are responsible for implementing the changes that CX leaders suggest? Host Pat Gibbons welcomes Darren Byrne, vice president of global professional services at Wolters Kluwer, a global software solutions company, for a discussion on how CX feedback can be a driver of change within an organization.

Find a transcription on the show notes page: https://cxleaderpodcast.com/the-data-that-drives-change/

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

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