The Common Purpose
The advantage of experience management (or "XM") is the holistic view of experience across the company. By leveraging customer and employee data together, companies can take their experience programs ...
19 Okt 202127min
Got data? Dashboard it!
CX pros often need to provide ways for employees across the company to access data from their customer experience programs. This data should be easy to access and quick to interpret on a high level – ...
12 Okt 202125min
Don't Ruin Their Day
"Do NOT ruin your customer's day" sounds like something that belongs at the top of any list of rules for CX professionals. We've all had those moments where an employee with a bad attitude ruined your...
5 Okt 202124min
The "Yes" Mentality
Customer experience includes many aspects of how we interact with our customers. One common aspect is the hospitality we afford to them. Some companies will have more opportunities to demonstrate hosp...
28 Sep 202126min
I'll Be Back
Is your customer loyal to your company, or to your prices? One of the best practices for any company is to create a culture that grows customer loyalty beyond aspects such as price or location. Host S...
21 Sep 202129min
Effectively Combining CX and EX
The importance of the employee engagement has been featured on this podcast throughout several episodes. And while there is a strong connection between engaged employees and engaged customers, the two...
14 Sep 202119min
Special Episode: Live with CXPA - Key Ingredients for Making an Impact with CX
In this special encore presentation, Steve Walker hosts the Live with CXPA event "Key Ingredients for Making an Impact with CX." As the ultimate advocate for customers, customer experience profession...
7 Sep 20211h 1min
The Mature CX Program
The concept of CX maturity is a concept covered on this podcast in the past, but what does a "real life" mature CX program look like? Host Steve Walker welcomes Lara Caimi, chief customer and partner ...
31 Aug 202127min
