The CX Leader Podcast | A resource for customer experience leaders

Bonus Content! We interview many great customer experience professionals and they have a ton of great advice to share. But sometimes we have leave some of the interview out of the final episode in ord...

8 Feb 20245min

Chances are, if you're a regular listener to this show, you at the very least have a healthy respect for customer experience and the value it brings to your organization. But there are a few brands ou...

6 Feb 202432min

Producer's Note: This episode originally dropped on February 14, 2023. Steve Walker interviewed Justin Zalewski on how CX professionals can take an ordinary journey mapping process and do more than ju...

30 Jan 202429min

That's right - 300 episodes! Walker has been producing this podcast since January of 2018 and collected over 150 hours of content, discussed trends and events that included everything from COVID to ar...

23 Jan 202434min

The famous quantum theory thought experiment called "Schrodinger's Cat" imagines a cat is placed in a box with a vial of poison. Schrodinger suggests that until you open the box and observe the fate o...

16 Jan 202432min

Let's face it: not every person is well-suited to be, quote, "customer-facing." Whether it's their personality, their specific job requirements, or just their preference or personal talents, some peop...

9 Jan 202433min

Most customer experience pros know about transactional and relational surveys, but did you know there's a third kind of survey you may need to use? Add the confusion of which surveys are best sent oft...

4 Jan 20246min

Think about a time when you visited someplace that's meaningful to you: a special museum, the distillery of your favorite beverage, a presidential library – you walked away from that exhibit or tour w...

2 Jan 202437min