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The CX Leader Podcast with host Steve Walker provides insights for customer experience (CX) and experience management (XM) leaders to improve their business results by unlocking the potential of their customer experience, helping their customers and prospects want to do more business with them. Steve is CEO and Chairman of Walker Information, a experience management consulting firm that helps companies accelerate their XM success.
 
No such thing as small talk with Steve Lacy. You may know Steve as co-anchor of the FOX 5 5 and 10pm newscasts here in New York but Steve now has a day job. Fascinated with all New York has to offer, Steve is on a mission to talk with the most interesting people who cross his path. From celebrities to dog walkers each has a great story to tell and Steve is always up for a good Binge-Talk.
 
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show series
 
In the United States, people typically don't think of themselves as “customers” to the government. However, governing bodies from the local, state, and federal levels have been embracing customer experience as a way to connect to the community, and commercial businesses can learn from their efforts. Host Steve Walker welcomes Qualtrics experts Chel…
 
It’s important for those leading a company’s CX efforts to make certain the customer experience delivered by your front-line employees matches the customer’s expectations. And that means your employees need to understand your brand and the expectations it promises. Host Steve Walker welcomes Chris Wallace, co-founder and president of the InnerView …
 
How is the federal budget determined? This week Steve Goodrich speaks with Dan Chenok, Executive Director of the IBM Center for the Business of Government on budget reform. Listen to their thoughts on what can be done to make the process more efficient. Don’t miss this final episode that closes out Season 1 of Congress to Cubicle!…
 
CX professionals understand the difficulties in expanding existing programs: organizational silos, by-in from leadership, sunsetting older programs… It’s a stressful task. However, a recent study by the Qualtrics XM Institute discovered that programs successful at expanding throughout their company have a common “cycle” to how they operate. Host St…
 
An area that is critical for many companies is their product and customer feedback can play a critical role in how designers and engineers develop and improve a product, so it’s important to gather the right data. Host Steve Walker welcomes guest Myles Grote from UpperHand, a provider of full-suite sports and fitness management software, to discuss…
 
What is your current procurement process? Host Steve Goodrich speaks with Soraya Correa, Chief Procurement Officer at U.S. Department of Homeland Security on how procurement reform can become more innovative and efficient. Learn how bringing industry to the conversation can revitalize your procurement process.…
 
Companies often get stuck between the data gathering and discovering meaningful insights into how they can better their customer’s experience. Especially when you’re talking about qualitative data – conversational, open-ended data that can be difficult to quantify. But there are tools that will allow a CX pros to utilize the vast amounts of "conver…
 
There are certain truths within the practice of customer experience that CX pros often observe. But when something becomes a “law”, like the laws of nature, that has a much more fundamental connotation. Host Steve Walker welcomes Isabelle Zdatny, an XM Catalyst and certified customer experience professional at the Qualtrics XM Institute, to discuss…
 
Though there has been significant progress in the U.S. Department of Veterans Affairs (VA), the system is far from perfect. Ninth Secretary of the VA, David J. Shulkin, M.D. talks with host Steve Goodrich about the essential reforms needed to better serve veterans in a sustainable and affordable system of care.…
 
Customer experience pros are often tasked with proving the ROI of CX within an organization. Utilizing experience data – or “X-data” – combined with operational data – or “O-data” – can be an effective tool in proving ROI of your CX efforts. In part 2 of exploring the ROI of CX, host Steve Walker welcomes Troy Powell and Brad Harmon from Walker to …
 
Customer experience pros are often tasked with proving the ROI of CX within an organization. Utilizing experience data - or "X-data" - combined with operational data - or "O-data" - can be an effective tool in proving ROI of your CX efforts. Host Steve Walker welcomes guests Troy Powell and Brad Harmon from Walker to discuss the findings in Walker'…
 
Will your agency be on this year's High Risk List Report? Steve Goodrich, President and CEO of The Center for Organizational Excellence and Chris Mihm, Managing Director, Strategic Issues of U.S. Government Accountability Office (GAO) have a conversation on the High Risk List; what it means, it's impact, and how to get off of it.…
 
Arguably, healthcare is a unique industry in which lives literally are on the line. So how do healthcare companies and providers plan and execute customer – or in this case, “patient” – experience? Host Steve Walker welcomes guest Patty Riskind, head of global healthcare at Qualtrics, an experience management company, to discuss the importance of g…
 
How do you gain the support for customer experience from stakeholders? By proving the value of customer experience. Host Steve Walker welcomes Bob Thompson, CEO of Customer Think, , a global online community of business leaders. They discuss the findings in their recent report on “Best Practices to Prove the Business Value of Customer Experience” w…
 
Will America still be a superpower in 2040? Steve Goodrich, President and CEO of The Center for Organizational Excellence and David M. Walker, Former U.S. Comptroller General have a conversation on what America needs to do in order to remain a superpower.由Steve Goodrich
 
It’s no secret that within the social media and marketing worlds, video is a highly engaging medium. If it works to push your company’s message out to the world, why wouldn’t it work in reverse – as a way to collect feedback from your customers? Host Steve Walker welcomes Jenn Vogel, VP for marketing at Voxpopme, a company specializing in uncoverin…
 
The CX pro has many tools at their disposal but few are as powerful than the ability to adapt to a customer’s needs quickly and deliver a positive experience. The need for personalization cannot be understated, but how do you develop the relationships required to help deliver a personalized experience that differentiates your company from the rest?…
 
Are you ready for the new Administration? Hear from Steve Goodrich, President and CEO of The Center for Organizational Excellence and Max Stier, President and CEO of the Partnership for Public Service on how your government agency can remain efficient and effective during a presidential transition.由Steve Goodrich
 
For almost a year now many companies have had to work remotely - changing the way in which their employees interact and some companies had an easier time absorbing that change than others. Knowing that the employee’s experience can have a direct effect on the customer experience, it’s important to explore all aspects of how CX can be improved. Host…
 
Customers today have so many touchpoints available to them when interacting with companies: websites, social media, text messaging, call centers… it can be dizzying just thinking about it. However, all that complexity can still come together to create a seamless customer experience and understanding how an omnichannel CX strategy can work for your …
 
From Congress to Cubicle covers topics central to effective government held with well-known experts and top leaders in and out of government. Listeners will hear provocative yet relatable ideas they can bring back to the workplace. They will walk away believing change is possible even when that means challenging the system.…
 
In a regular "check-in" with the Customer Experience Professionals Association, or CXPA, host Steve Walker welcomes Barbie Fink, current chair of the CXPA board, and recent board chair Annette Franz to discuss the organizations accomplishments and challenges during 2020 and what to expect in 2021.由Walker Information
 
It's important to quickly identify and remedy pain points in your customer's journey - removing friction in the experience and making the necessary changes to provide easier ways for the customer to engage with your organization. On the first episode of the new year, host Steve Walker welcomes guests Mallory Elias-Cvengros is a senior customer expe…
 
The practice of customer experience must permeate the entire company. But that can be difficult, and CX pros are sometimes not take as seriously as they should. So how do you, as a CX pro, change that mindset - how do they move beyond the label of "the survey people?" Host Steve Walker welcomes guest Roxie Strohmenger, vice president of customer ex…
 
We talk about his often on the show and it can be a problem for companies of many sizes: the difficulty in breaking through the walls of corporate silos when trying to execute effective customer experience programs. So, how do we bring down those silos and get everyone on-board with your corporate CX effort? Steve welcomes guests Steve Cox, VP of d…
 
It's Thanksgiving week in the United States and The CX Leader Podcast is grateful for all the amazing talent that has offered their insights and knowledge to the greater customer experience community. Producer Chris Higgins shares some highlights of "Take-home value" from Shane Green, Kirsten Allegri Williams, Jake Sorofman, Seth Fritz, and Janelle…
 
There are so many ways in which a companies' or individuals' efforts to provide an exceptional and memorable customer experience. It's easy to remember the bad experiences but important we share the good one's as well. In this episode, host Steve Walker welcomes back Shep Hyken, a customer service and experience expert, Chief Amazement Officer of S…
 
Customer experience is about people: your customers or clients, your employees and colleagues, your business partners – people make the experience. So, it goes without saying that designing any experience should include the perspective of those involved, and human-centered design can help inform that process. Host Steve Walker welcomes Seth Fritz, …
 
Today's technology allows CX pros can spin up a customer feedback survey and start collecting data in record time. But there’s another source of data that is often overlooked – that data is probably already stored in a database or social media account, but simply didn’t know it was there. Host Steve Walker welcomes Amy Brown, CEO and founder of Aut…
 
It's another edition of The CX Leader Podcast's annual CX Horror Stories! Hosts Steve Walker and Pat Gibbons endure frightening tales of bad hotel service, poor rental management, ghoulish social media responses, and spine-chilling encounters with government agencies. Guests include Sandra Mathis (HCL Technologies), Brandi Dale (Walker), Johnathan …
 
An often-overlooked fact about a customer’s journey is that the experience they have with your company doesn’t always begin with their first interaction with you – customers often become aware of your brand through various immeasurable actions. The creativity of your marketing is often the first impression a potential customer has about your compan…
 
A driving factor for any business to be successful is the ability to differentiate - setting your company apart from the competition by creating great experiences for your customers. Three ways to do that is with personalization, ease, and speed – and its the first of these three that our guest is going to talk about today. Host Steve Walker welcom…
 
James Ferguson leads the Public Investments Team at Global Endowment Management (GEM). He joined the firm in September 2012, following six years at Childress Klein Properties, a leading private real estate developer in the Southeast. He holds a B.A. in...由Steve Vafier
 
There's never been a better time to be a CX professional, and today's episode explores the best the profession has to offer and why customer experience and experience management is critical to a businesses success. Host Steve Walker welcomes guests Sandy Mathis, Rosa Carbajal, and Johnathan Ruchman to discuss why they believe customer experience is…
 
Competitive retail electricity markets give consumers a choice of who will supply their electricity. Only 18 states in the U.S., including Washington D.C., have introduced these types of markets, giving consumers a choice in who generates their electricity. This, of course, has a significant impact on how a utility company approaches customer exper…
 
Educational institutions are beholden to a different type of customer: students. Discovering how students experience the education and services they receive from one of the largest community colleges in the nation requires a substantial experience program. Host Steve Walker welcomes guests Matt Ashcraft and Meredith Warner from Maricopa Community C…
 
Have you ever been at a business meeting with a client or colleagues and wondered, “should I order wine? What wine do I get? How many should I drink?” Mixing business with alcohol can be tricky and sometimes an awkward subject. Host Steve Walker welcomes guest Jim Schleckser, author of the new book Professional Drinking: A Spirited Guide to Wine, C…
 
These past few years have seen some amazing changes in the customer experience space. And these past few months responding to the COVID pandemic has tested and proven the importance of CX. As our understanding of customers’ needs becomes more refined, experience management professionals are finding ways to innovate, setting trends that help further…
 
In their latest report, "Next-Level CX for B2B Companies," Walker teamed up with the Qualtrics XM Institute to assess the current state of B2B CX. Host Steve Walker welcomes back guest Dr. Troy Powell to discuss the report, highlighting findings of low CX maturity in B2B companies, and how CX leaders can align CX programs and design truly exception…
 
Each year on the first Tuesday in October, the Customer Experience Professionals Associate - or CXPA - encourages professionals and companies to take some time to recognize the importance of this practice and celebrate the ways they strengthen the customer experience within their own company. Host Steve Walker welcomes guests Gabe Smith and Derik I…
 
Many businesses today use a customer relationship management platform, or “CRM” to help organize how they interact with their customers and prospects. But how customer-centric are these platforms, and do they truly help put the customer at the heart of your business? Host Steve Walker welcomes guest Jake Sorofman, president of MetaCX, to discuss ho…
 
Empowering more people throughout the organization to help with CX strategies can be effective – especially when working with frontline employees that interact with your customers the most. Host Steve Walker welcomes Sue Brady, vice president of marketing and customer engagement at Hughes Network Systems, a global satellite broadband solutions and …
 
The concept of dashboards is probably nothing new to customer experience pros. We use them to help communicate data like NPS and Loyalty. But is your dashboard up to snuff? Is it showing you the data you really need and is it organized in a way that your employees or colleagues can glean from it the right information? Host Steve Walker welcomes dat…
 
Chatbot, A.I., customer service through social media... there are a vast number of ways in which customers can interact with companies, but is one method better than the other? In July of 2019, Genesys, a global customer experience and contact center technology company based in Daly City, California, commissioned several surveys in various countrie…
 
Experience management, or “XM”, is more than just a “buzzword.” It’s a holistic approach to experience across the organization that includes customers, employees, products, and brand. The Qualtrics XM Institute recently published a report on how XM is being adopted worldwide. Host Steve Walker welcomes Moira Dorsey, principle XM Catalyst at the Qua…
 
Customer experience is quickly gaining world-wide adoption. Companies around the globe are realizing the importance of providing the best experience possible for their customers. Understanding and empathizing with customers is a critical component to CX, and that includes understanding cultural differences and expectations. Host Steve Walker welcom…
 
As the CX industry continues to evolve, we learn more about the importance of a holistic experience across several aspects of the company – the new “experience management”, or “XM”, model. An important piece of XM is the relationship of how the employee experience drives the customer experience. Host Steve Walker welcomes guest Shane Green, a keyno…
 
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