Luminaries of CX

Best Practices

Making CX a competitive advantage

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CX Leader Podcast with Steve Walker

The CX Leader Podcast with host Steve Walker provides insights for business leaders to improve results by unlocking the potential of their customer experience. More than a discussion of CX topics, the podcast focuses on ways CX professionals can develop the right skills and ideas to be effective leaders in their organizations.

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Luminaries of CX

Who are the "rock stars" of CX - those individuals who have worked to promote the importance of knowing how  customer's experiences impact companies? In this series, Steve Walker will invite CX luminaries to the CX Leader Podcast for a discussion on how they got started in the CX space and what they feel is important for CX leaders to know.

  • Episode 37: From CRM to CX

    Host Steve Walker welcomes the CEO of Customer Think Corporation and the founder and editor-in-chief of Bob Thompson to discuss how he started in the customer experience industry and his thoughts on the future of the CX movement.

  • Episode 38: Getting Over the "Bump"

    Host Steve Walker welcomes Megan Burns, CEO of Experience Enterprises, as the next guest in the Luminaries of CX series. The conversation includes how Burns started her career in the CX space and what the future hold for the customer experience industry.

Episode 39 of the CX Leader Podcast featured our "CX Day Celebration!" Listen to that episode here
Episode 42 of the CX Leader Podcast was our inaugural episode in our user series, "Making CX Work at Johnson Controls." Listen to that episode here
Episode 43 of the CX Leader Podcast was our special "CX Horror Stories" Halloween episode. Listen to that episode here
  • Episode 44: Convenience Trumps Price

    Continuing the "CX Luminary" series highlighting the "rock stars" of customer experience, Steve welcomes Shep Hyken to the podcast to discuss how he got his start in CX and how making convenience can bring your company a competitive edge.

Episode 45 of the CX Leader Podcast was "The Personal Touch", part of our "CX Users" series.
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Episode 46 of the CX Leader Podcast was "Read More Science Fiction" episode, part of our "Intersections with CX" series.
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Episode 47 is "Customer-focused Training" and is part of our "CX User" series.
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Episode 48 of the CX Leader Podcast was "Customer Success" episode, part of our "Intersections with CX" series.
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Episode 49 of the CX Leader Podcast was "The United States of CX".
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  • Episode 50: Getting Back to Fundamentals

    Steve kicks off the new year with a discussion on how some companies still need to master the fundamentals of customer experience with CX luminary Annette Franz, founder and CEO of CX Journey, Inc.

  • Episode 51: The Evolution of CX

    Pat Gibbons guest hosts this week's episode on where the term "CX" originated. An interview with Bruce Temkin, head of the XM Institute, on how the Customer Experience Professionals Associate was formed and how customer experience has evolved.

  • Episode 52: Human Duct Tape

    Pat Gibbons guest hosts this episode with guest Jeanne Bliss, founder and president of CustomerBliss, consultant, and thought leader on customer experience. Jeanne and Pat discussion her books, how she began her career in CX, and how customer experience leaders needs to remember the human side to how they approach CX within their companies.

  • Episode 53: Human-centered Design

    Steve welcomes to the podcast Kerry Bodine, founder of Kerry Bodine and Company, to discuss the important of user- and human-centered design in customer experience and Kerry’s thoughts on trends and how UX is impacting CX today.

  • Episode 63: A Whole Lotta CX

    Customer experience for a global software giant is no small task. Steve's guest Tabitha Dunn, global vice president of customer insights, experience and transformation at software company SAP, describes how she started her career in CX and how she manages customer experience efforts for a global enterprise.

  • Episode 65: A Global View

    In a continuing series featuring the luminaries of customer experience, Steve welcomes Bob Azman to the podcast and discusses how he started his CX career, his time leading the CXPA, and his experience in CX on a global scale.