The Role of CX During a Crisis
What is the role of customer experience during a crisis? Host Steve Walker and guests Jonathan Ruchman, CCXP, and Senior Director of Customer Experience at Brookdale Senior Living, and Michelle Morris...
17 Mar 202024min
The Community Experience
Online communities are now part of daily in life for many consumers and businesses. Most community interaction happens within larger social media platforms such as Twitter, Facebook, and LinkedIn. But...
10 Mar 202024min
The Value of Customers, part 2
In the second of a two-part series on the value of customers, host Steve Walker discusses with Rob Markey, a partner at Bain and Company and recently published author in the Harvard Business Review, h...
3 Mar 202022min
The Value of Customers, part 1
Your customers are why you're in business but are they loyal customers? How do you measure that customer's loyalty and why do companies so often undervalue their customers? Host Steve Walker welcomes ...
25 Feb 202023min
Flying Cars and Hoverboards
Several years ago, many companies made predictions on the state of the customer experience industry. Walker was no exception, having published a widely referenced report, "Customers 2020." Now having ...
18 Feb 202024min
Automating (some of) your CX
Customer experience professionals sometimes hit that wall of having to handle a high volume of tasks and customer interactions but there isn't the peoplepower or resources to keep up. Strategically ad...
11 Feb 202027min
Who you gonna call? (Your client, of course!)
Customer experience professionals have an abundance of technological choices when it comes to gathering customer feedback, providing vast amounts of data to use in guiding their CX efforts. But someti...
4 Feb 202023min
It's "Client" Experience
Every company has their own unique set of challenges when it comes to providing an exceptional customer experience, and financial services companies are no exception. Regulatory pressures, compliance,...
28 Jan 202025min
