CX Metrics

 

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November 13th – 1:00 pm EST

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Walker Webcast

The Value of Making it Easy

How B-to-B firms prosper by improving customer ease of doing business.

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Making it Easy

Predict Customer Behavior

See how advanced analytics provides clarity in a complex world

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Predict Behavior

B-TO-B is Different

We specialize in B-to-B – read our white paper series
on customer experience strategies for B-to-B companies

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B-to-B

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Technology

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Walker clients dramatically out-perform the market. Read more about
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Walker Clients
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Customer Intelligence

Walker helps companies become more intelligent about their customers by understanding the customer’s perspective and anticipating their needs. We use predictive analytics and other innovative approaches to retain and grow customer relationships. And, it works. The Walker Index shows that our clients outperform the market 7 to 1.

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Customers

Create a foundation for growth through long lasting customer relationships.

Mergers &
Acquisitions

Accelerate value creation, manage risk during acquisitions.

Predict Customer Behavior

Anticipate customer needs with predictive analytics.

 

Walker Success Stories

Taking Action Produces Big Payoff

Taking Action Produces Big Payoff

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A leading provider of technology solutions implemented a "hot alert" system to take immediate action…...
Acting On Customer Insights Saves $34 Million

Acting On Customer Insights Saves $34 Million

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By committing themselves to the customer experience and taking action on customer insights, this…...
Discovering a Wealth of Untapped Customer Insight

Discovering a Wealth of Untapped Customer Insight

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Through effective use of text analytics and by taking action on customer insights, this leader in…...
 

Walker Blogs

Check out our blogs featuring Walker’s brightest individuals discussing topics about customer intelligence.

Leslie Pagel

Customer Focused Innovation

by Leslie Pagel
 

Using results to implement change in the company
The right culture, a solid strategy, good intelligence, and action – all are good, but they do...

Patrick Gibbons

Engaging the Enterprise

by Patrick Gibbons
 

15 questions to deliver easier customer experiences
Our firm recently published an interesting B-to-B focused report on the importance of making it easy...

Chris Woolard

Loyalty in the Workplace

by Chris Woolard
 

Paying Employees to Leave Part 2
Several months ago I wrote a blog about paying employees to leave. LocalJobNetwork.com rad...

Mark Ratekin

Customer Strategy & Analysis

by Mark Ratekin
 

Customer Experience in 2013: The Promise of Big Data
This blog series focuses on some trends and themes that I predict will have a great impact on the di...

Kitty Radcliff

Customer Experience Lessons

by Kitty Radcliff
 

Why You Might be Interested in Customer Engagement
You have likely started to hear about Customer Engagement. Leslie Pagel defines what we mean at Walk...

Brad Harmon

Customer Focused Channels

by Brad Harmon
 

Who needs who more? The role of dependency in channel/suppli
An emerging trend in the study of relationships is how dependent the parties are on one another fo...

Katie Kiernan

Listening to Customers

by Katie Kiernan
 

The Top Things You Thought Were True About CX
There are a lot of ideas out there about the role of CX in today’s environment.  In this ...

Troy Powell

Customer Insight Driven

by Troy Powell
 

Visualizing complex relationships
The graphic above has been called the best statistical graphic ever drawn. It is Charles Minard...

 

B-to-B White Paper Series

Driving Retention With VoC

Driving Retention With VoC

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Account managers and sales representatives in B-to-B companies increasingly need help managing their…...
Driving Profitability with VOC

Driving Profitability with VOC

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One of the best strategies for B-to-B companies to increase profitable growth is to ensure they are…...
Driving ROI With VoC

Driving ROI With VoC

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Intuitively, the notion of customer loyalty makes sense and feels like "the right thing to do."…...