Additional Resources


Frightening tales of CX nightmares

Listen Now

The Effective CX Leader

10 Traits of Top Customer Experience Leaders

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.

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 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.

Customer Experience Mapping

Mapping Customer Experiences to Establish and Maintain a Competitive Advantage

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.


Igniting an Engaged Culture That is Committed to Customers

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.

Gathering Customer Insights

11 Methods to Understand Your Customers and Guide Your Decisions

When some people think of gathering customer insights they think only about conducting surveys. We believe that approach is too narrow and puts too much burden on the customer. We suggest going way beyond surveys. New tools and emerging techniques provide more options for business leaders to capture the voice of the customer and improve customer experiences. We recommend a comprehensive approach using a wide variety of inputs. And naturally, we recommend the careful use surveys when they are the right method.

Optimized CX

Ten Methods for Transforming Customer Experiences

Optimized CX® is a forward-focused and comprehensive approach that leverages multiple tools and resources to better identify, address, and improve customer experiences. This approach focuses on effective ways to prompt action and create business impact.

Accelerate CX

A comprehensive program to assess, improve, and optimize your customer experience initiatives

Sometimes it helps to see how you stack up. That’s why we created the AccelerateCX program. Based on years of experience and exhaustive research, we’ve developed a simple way for companies to assess their CX maturity, identify the gaps, and make necessary improvements. Armed with this information, customer experience professionals can work more intelligently to optimize their efforts and maximize their impact. The booklet provides an overview of the levels of CX maturity, detailed descriptions of the areas of CX competency, and three easy options for you to get started with AccelerateCX.

Face Value - The Customer Game

Face Value is a fun and energetic exercise that explores how we use (or don’t use) the right customer information to make important decisions. A highly interactive card game, the exercise encourages discovery about collecting the right customer intelligence to better serve our customers and address questions.

Measuring CX

Going (Way) Beyond Surveys

New tools and emerging techniques are providing better options for business leaders to capture the voice of the customer and improve customer experiences. This ebook highlights these important trends that go beyond the use of surveys to improve how we measure, monitor, and improve customer experiences.

Data Rich Insight Poor

The art of transforming data into customer intelligence

The Art of Transforming Data into Customer Intelligence provides a framework for leveraging multiple sources of data to improve customer interactions with B-to-B companies. It’s a tool for creating value from customer intelligence. And, it’s a guide for accelerating insight delivery.

Driving Results

A Practical Guide to Using Customer Intelligence to Drive Action, Change, and Results

Driving results in your organization is the single most important thing you can do as a customer experience professional. Results can mean many different things, but they all have one thing in common – a direct impact on generating more revenue (growth) or improving efficiency (profitability).

Predictive Analytics Blog Book

Lately, there is a lot of talk about predictive analytics and big data–and with good reason. If you are like most companies, you have plenty of data, but can't seem to make sense of it all.

Customer strategists can no longer simply collect customer feedback to analyze what has already happened. Instead, as the framework below suggests, they need to use more powerful approaches to anticipate customer needs.

Taking Action on Customer Insights Blog Book

Taking action is often the greatest obstacle for customer strategists. To do it right, you have to deal with a lot of people, many departments, and a ton of details - as well as a corporate culture that may not be ready to change their ways. While there may not be a precise formula, we can learn a lot from each other. That's why we put together our top ten blogs on the topic of taking action.

Loyalty Matrix Blog Book

Measuring Customer Loyalty

This Blog Book is about Walker’s Loyalty Matrix, a framework for measuring loyalty and assessing the stability of an organization’s customer base. We have compiled five of our most popular Loyalty Matrix blogs – four outlining each of the loyalty quadrants, and one on making loyalty actionable.

Communication Blog Book

Creating World-Class Customer Focus Through Communication

Like most business undertakings, developing customer focus requires the right strategy, planning, implementation, and follow up to make a real difference in the organization. One of the essentials at the foundation of any customer initiative is communication. This blog book features blogs from several of Walker’s thought leaders on the topic of communication.