Knowledge Center

Walker’s Knowledge Center is an outstanding resource for customer experience leaders. From this page you have access to informative webcasts, thought provoking white papers, powerful case studies, eBooks, videos, and more than 1,000 blogs. We’re constantly adding to our extensive library of resources so check back – there’s always something new!

Walker Webcasts

Measuring CX
Going (way) Beyond Surveys
Thursday, August 13th – 1:00 pm EST

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  Walker recorded Webcasts

Predictive Analytics Reveals Growth OpportunitiesProactive CX
Customer expectations are changing. Customers expect B-to-B companies to personalize the experience,...

Predictive Analytics Reveals Growth OpportunitiesCX Advantage
We see many companies creating a competitive advantage through the experiences they deliver to custo...

Predictive Analytics Reveals Growth OpportunitiesCX Storytelling
CX leaders are frequently called on to share customer insights with groups, departments, and individ...

Predictive Analytics Reveals Growth OpportunitiesTaking Action on Customer Insights
Successful CX leaders know that getting things done means working through others. This webcast will ...

Predictive Analytics Reveals Growth OpportunitiesThe Art of Text Analytics
Eighty percent of the data we encounter daily is unstructured. It comes in a variety of formats: sur...

Predictive Analytics Reveals Growth OpportunitiesCX Metrics - What's Right for You?
What's the next step for those of us who have been focusing on Loyalty, Satisfaction or Net Promoter...

Predictive Analytics Reveals Growth OpportunitiesCreating a Customer Centric Culture
Having the right culture - or taking steps to create the right cultural change - is critical to the ...

Predictive Analytics Reveals Growth OpportunitiesThe Value of Making it Easy
Why are "ease of doing" initiatives becoming so important for B-to-B firms? In a nutshell, customers...

Predictive Analytics Reveals Growth OpportunitiesThe ROI of CX Initiatives
CX leaders are charged with driving impact and proving a return their initiatives. This session will...

Predictive Analytics Reveals Growth OpportunitiesB-to-B Journey Mapping
Journey mapping is a tool companies use to discover what their customers truly want - the real momen...

Predictive Analytics Reveals Growth OpportunitiesCustomers 2020
We live in the age of the customer. Customers know more, and expect more. Fast forward seven short y...

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  Success Stories

Predictive Analytics Reveals Growth OpportunitiesPredictive Analytics Reveals Growth Opportunities

Customer strategists focus on what has already happened to determine their next moves. They listen t...

Finding revenue in untapped customer relationshipsFinding revenue in untapped customer relationships

After focusing on their customer relationships, a Fortune 500 manufacturer identified customers who ...

Immediate Growth With Newly Acquired CustomersImmediate Growth With Newly Acquired Customers

After gaining a deep understanding of the target company's customer base, a leading sporting goods s...

Success Story: Issues Resolved FasterSuccess Story: Issues Resolved Faster

Using customer insights, Walker helped a global support organization identify the right process and ...

Ease of Doing Business Generates Millions of DollarsEase of Doing Business Generates Millions of Dollars

This market-leading technology firm used customer insights to make it easier to conduct business and...

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  White Papers - B-to-B Series

Driving Retention With VoCDriving Retention With VoC

Account managers and sales representatives in B-to-B companies increasingly need help managing their...

Driving Profitability with VOCDriving Profitability with VOC

One of the best strategies for B-to-B companies to increase profitable growth is to ensure they are ...

Driving ROI With VoCDriving ROI With VoC

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

Driving Growth With VoCDriving Growth With VoC

All companies are focused on growth, and right now, it's a difficult time to grow.

But, ther...

Driving Sales Leads With VoCDriving Sales Leads With VoC

B-to-B sales and marketing teams spend a lot of time, energy, and money building a pipeline of leads...

Customer-Focused ChannelsCustomer-Focused Channels

In today's business environment companies are working hard to become more customer focused. However,...

View all B-to-B Series White Papers  
 
  E-Books

Blog Book - Customer Focused Goal SettingBlog Book - Customer Focused Goal Setting

Measuring company performance leads naturally to the impulse to set a goal. Goal-setting is a favori...

Blog Book - Taking Action on Customer Insights Blog Book - Taking Action on Customer Insights

Taking action is often the greatest obstacle for customer strategists. To do it right, you have to d...

Blog Book - The Loyalty MatrixBlog Book - The Loyalty Matrix

Our latest Blog Book is about Walker's Loyalty Matrix, a framework for measuring loyalty and assessi...

Blog Book - CommunicationBlog Book - Communication

Can't keep up with our blog? Download this eBook to read the best, most thought provoking blog entri...

Blog Book - Predictive AnalyticsBlog Book - Predictive Analytics

Lately, there is a lot of talk about predictive analytics and big data–and with good reason. I...

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  White Papers

Driving Results Through OthersDriving Results Through Others

One of the skills necessary for driving results is the ability to get things done through others. ...

Walk a Mile in Your Customer's ShoesWalk a Mile in Your Customer's Shoes

Companies that have excelled at the art of customer focus display many admirable traits, but key amo...

Five Obstacles to Customer EngagementFive Obstacles to Customer Engagement

How the CMO can champion customer strategies that truly drive growth

Every executi...

What makes customer-focused companies so different?What makes customer-focused companies so different?

Almost every corporate executive would agree it is good to...

The Walker Loyalty MatrixThe Walker Loyalty Matrix

Walker's Loyalty Matrix is a framework for measuring loyalty and assessing the stability of an organ...

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Walker Blogs
Leslie Pagel

Customer Focused Innovation

by Leslie Pagel
 

Changing the Way We Do Things – Developing a More Proact
Let’s face it – we all resist change to a certain degree. In personal situations, while...

Patrick Gibbons

Engaging the Enterprise

by Patrick Gibbons
 

Time for a talk with your survey?
Surveys have long been the standard for gathering customer insights. And with good reason! They are ...

Chris Woolard

Loyalty in the Workplace

by Chris Woolard
 

Sea Island: Exemplifying the Employee Customer Link
Last year I had the pleasure of working with Sea Island to measure employee/team member perceptions ...

Kitty Radcliff

Customer Experience Lessons

by Kitty Radcliff
 

Putting the Pieces Together for a Holistic Customer View
Right out of the gate it was clear why the software as a service company was embarking on their cust...

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
 

Changing the Way We Do Things – Developing a More Proact
Let’s face it – we all resist change to a certain degree. In personal situations, while...

Troy Powell

Customer Insight Driven

by Troy Powell
 

Beware, predictive analytics can make you look like an idiot
If you apply predictive analytics to help make important decisions in your organization, I can guara...

 

Walker Videos