Operational Excellence Leads to Better CX
With supply chain shortages throughout the globe CX pros are reminded how operational logistics can affect the customer experience. All companies have some sort of operational processes – shipping, le...
12 Apr 202229min
CX Through Partner Channels
Many companies rely on partners to deliver the best results for their customers – we here at Walker enjoy the benefits of being a member of the Qualtrics Partner Network. But any CX pro will know that...
5 Apr 202230min
What Gets Measured Gets Done
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...
29 Mar 202229min
It Starts with Employees
The customer experience profession is evolving to recognize the importance of going beyond the customer. If a company's culture doesn't include employee experiences then it will be difficult to mature...
22 Mar 202227min
Special Episode: Live with CXPA - 10 Traits of Effective CX Leaders
Note: this episode is an encore presentation of the Live with CXPA event, "10 Traits of Effective CX Leaders" which premiered on March 8th, 2022. You can also watch a video presentation of this event ...
15 Mar 202258min
Designing for Beautiful
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 c...
8 Mar 202228min
Don't Make it Evolutionary, Make it Revolutionary
Just like any other business process, customer experience programs need occasional review and scrutiny to ensure it delivers the best possible experience. This is true even if your program seems to be...
1 Mar 202226min
Becoming an Experiential Brand
Live events can also be great way to gather insights into your customers while providing an exceptional experience. More companies are designing events to provide almost over-the-top experiences to he...
22 Feb 202225min
