Once Upon a Time...
When we talk about "experiences" it's often from a holistic point of view – through the lens of "experience management", or "XM." But how do you connect the customer with the employees, or the employe...
24 Aug 202129min
Design Thinking for CX
A key element to building any customer experience program is understanding your customers and creating empathy. And there are tools to help with that: surveys, interviews, journey mapping sessions. Bu...
17 Aug 202126min
Culture Starts with You
Companies regularly hire experienced professionals from outside their organization. But they can't tell from a resume how good of a culture fit the new leaders will be. And employees frequently find t...
10 Aug 202127min
The Ingredients to Make an Impact
Customer experience professionals have an opportunity to help create a genuine and lasting impact on their companies. But like any other aspect of an organization, there are some key elements – or "in...
3 Aug 202126min
Stop, Start, or Change
It's been said a countless number of times on this show: customer experience has never been more important for companies today. The pandemic has changed not only how businesses operate, but how consum...
27 Jul 202127min
Don't Lose the Humanity
Many are exhausted over the pandemic and discussing how it "changed everything," but it would be a disservice to not recognize its effects on the CX profession. But there are some valuable take-aways ...
20 Jul 202127min
The Academic Experience
According to the U.S. Department of Education, more than 19 million people were enrolled in some level of college education for the fall semester of 2018. And just like any other business, it's import...
13 Jul 202125min
Turn Back Time... Again!
It's that time of year when producer Chris Higgins likes to take a moment and look back on some of the excellent advice from past guests on The CX Leader Podcast. Having covered a variety of topics fr...
6 Jul 202113min
