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!

The Walker Library has been discontinued. Please visit the Walker blogs for updated information.

Walker Webcasts

The Total Impact
of CX
Thursday, September 18th – 1:00 pm EST

Register Now

  Walker recorded Webcasts

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 OpportunitiesData Rich, Insight Poor
Why are "ease of doing" initiatives becoming so important for B-to-B firms? In a nutshell, customers...

Predictive Analytics Reveals Growth OpportunitiesFoolish CX
In honor of April Fool's Day we're discussing the lighter side of customer experience strategies. Wi...

Predictive Analytics Reveals Growth OpportunitiesPredictive & Prescriptive
In today's fast-paced business climate companies cannot afford to simply react to customer demands. ...

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 OpportunitiesAdvanced Customer Due Diligence
Up to 80% of the value in an acquisition is in the customer asset. And yet, most buyers know far too...

Predictive Analytics Reveals Growth OpportunitiesMake CX Data Come Alive
Too often customer experience leaders collect a lot of great customer insights that never get put to...

Predictive Analytics Reveals Growth OpportunitiesB-to-B CX: Best Methods for Driving Results
Customer-focused initiatives are created to enhance relationships, anticipate customer needs, respon...

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...

What's Missing From Social MediaWhat's Missing From Social Media

How Social Media and Voice-of-the-customer programs form a complete picture....

The Walker Loyalty MatrixThe Walker Loyalty Matrix

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

View all White Papers  
 

Walker Blogs
Leslie Pagel

Customer Focused Innovation

by Leslie Pagel
 

The ROCX (Return on Customer Experience)
There are a lot of ways to explain "Customer Experience." You can use analogies, compariso...

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
I am sure many of you have read by now that Amazon pays employees $5,000 to leave.  Technically...

Kitty Radcliff

Customer Experience Lessons

by Kitty Radcliff
 

Pumping Up the Volume
Do you ever feel like your Customer Experience efforts are getting lost in the corporate clutter?&nb...

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...

 

Walker Videos