Knowledge Center

Walker’s Knowledge Center is an outstanding resource for customer experience professionals. From this page, you have access to informative webcasts, insightful research studies, powerful case studies, helpful resource materials and more than 1,000 blog posts.

We’re constantly adding to our extensive library of resources, so check back – there’s always something new!

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Featured Reports

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”...

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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...

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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...

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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...

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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...

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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...

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Webcasts

Change management: a marathon or a sprint

Effective CX leaders understand that they embrace their larger role as an important agent for change.

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When journey maps don't go the distance

Missed opportunitiesc an prevent companies from creating journey maps that contribute to customer centricity and enhanced customer experience.

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Building Your Customer Listening Architecture

Optimize your customer listening by developing a holistic approach – aligning disparate listening activities into a system that drives customer-focused change.

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Aligning Your Brand and CX

In this webcast we’ll take a closer look at the relationship between CX and brand and how alignment can multiply the power of your brand story.

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Case Studies

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.

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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.

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