What makes an effective CX leader? What skills do they possess? What do they do differently? Knowing that you can be more effective when you’re aware of your skills, Walker has gathered input and developed an inventory of key skills plus how you can develop each, found in this manual.

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 to deliver presentations that tell the stories of their customers. This workbook was developed to provide a practical process and useful tools to help CX professionals deliver captivating presentations that drive customer-focused action.

Most companies have a least a general idea what customers go through in doing business with them. Where many fall short, however, is in identifying the real moments of truth – those touchpoints most critical to the customer. Walker Journey Mapping can help. Highly interactive and collaborative, journey mapping is a multi-faceted exercise that documents various touchpoints, strengths and weaknesses to arrive at those key, singular moments that can make or break the customer relationship.

Building the right culture for customer-focused results can be overwhelming for those who lead CX initiatives because so much seems to lie beyond your control. However, without the right cultural setting, your customer experience efforts will likely fall flat.

Customer experience (CX) has quickly become one of the most effective ways to establish a sustainable competitive advantage. To help companies seize this advantage, Walker has built a firm with all the right ingredients to help companies wherever they may be on their journey to develop a customer experience advantage.