Customers 2020: A Progress Report In 2013 Walker released an eye-opening preview of B-to-B customer experience in the year 2020. Four years later, “the future of 2020”... Learn More
Accelerating the CX Advantage Creating a competitive advantage from the customer experience is a journey, not a destination. It’s a process involving an organizational... Learn More
The Customer-Focused CEO Rapid change and the warp speed of innovation make it increasingly difficult for companies to create a competitive advantage. As product and price... Learn More
The CEO View of CX The insights shared in The CEO View of CX helps determine how CX professionals can be more effective in engaging their CEOs, how they... Learn More
CX Advantage CX Advantage provides a clear picture of the opportunity that is available for B-to-B organizations; the opportunity to leverage the experience to... Learn More
The Value of Making it Easy This study explores a top business priority of customer experience professionals, “ease of doing business,” and will guide customer... Learn More
Empowering Front Line Employees to Personalize Customer Experience By designing a dynamic model based on customer expectations, Ferguson hoped to achieve employee buy-in and engagement. Learn More
Personalizing Customer Experience Based on Customer Needs Companies can create personalized experiences that meet customer needs, but this requires digging deeper to learn more about what individual customers want and value. Learn More
Driving greater retention using operational metrics In order to maintain industry leadership, Belden has put the customer voice at the center of its priorities as a company. Learn More
The Effective CX Leader The Effective CX Leader The Effective CX Leader What makes an effective CX leader? What skills do they possess? What do they do differently? Knowing that you can be more effective when... Read more
CX Storytelling Workbook CX Storytelling Workbook CX Storytelling Workbook Is storytelling listed in your job description? Probably not. And yet, it is a valuable skill to develop as CX professionals are often called upon... Read more
Customer Experience Mapping Customer Experience Mapping Customer Experience Mapping Most companies have a least a general idea what customers go through in doing business with them. Where many fall short, however, is in... Read more
CultureShift™ CultureShift™ CultureShift™ Building the right culture for customer-focused results can be overwhelming for those who lead CX initiatives because so much seems to lie beyond... Read more
Walker Solutions & Services for B-to-B Companies Walker Solutions & Services for B-to-B Companies Walker Solutions & Services for B-to-B Companies Customer experience (CX) has quickly become one of the most effective ways to establish a sustainable competitive advantage. To help companies... Read more
Gathering Customer Insights Gathering Customer Insights Gathering Customer Insights When some people think of gathering customer insights they think only about conducting surveys. We believe that approach is too narrow and puts... Read more