AI: Is It Hype Or Helpful?
As consumers we've all interacted in different ways with companies. Sometimes an automated system, online chat, an app on our phones, or even a live human being. But as customer experience professiona...
23 Juli 202429min
Talk Less, Listen More
What's the first thing you think of when asked, "how well do you listen?" Many CX professionals might think of their listening systems: surveys, close-loop feedback, listening architectures. Some may ...
9 Juli 202423min
The Results Are In: Findings From the First CX Leader Pulse Study
It's human nature to compare what we do professionally – and even personally – with others and CX leaders are no different. So Walker, along with the Customer Experience Professionals Association (CXP...
25 Juni 202432min
The Black Hole of CX
CX leaders have become increasingly effective at taking action on customer feedback. Today many organizations have effective closed-loop programs that efficiently route insights to the right person fo...
18 Juni 202424min
Your Brand and CX: They're Connected!
In today's consumer world, we are inundated with advertising from countless online and offline mediums, and too often companies think that's what really drives their brand. But if you're a customer ex...
11 Juni 202426min
It's Moving Really Fast
If you go back in time 10 or 15 years you'll find it was common for a market research function within a company to send out a single survey each year to all customers asking about their satisfaction w...
4 Juni 202433min
Encore: The Inclusive Experience
Producer's Note: This podcast was originally released on April 4, 2023. As always with our encore episodes, please note that some details might be different, but the advice from Stacy Sherman regardin...
28 Maj 202427min
Can AI Save Customer Support?
We'll bet you've heard this one: you call customer support and encounter an automated system. Despite your best efforts to speak clearly, the voice on the other end of the line can't understand you. O...
21 Maj 202429min
