Effective CX leaders understand that their role is far more than listening to customers, managing metrics and sharing customer intelligence. In addition to these responsibilities, they embrace their larger role as an important agent for change.
Even as journey mapping has matured, missed opportunities – "detours” – can prevent companies from creating journey maps that go the distance in contributing to customer centricity and enhanced customer experience. Learn how to avoid three detours that can take you miles out of your way.
Learn how to optimize customer listening by developing a holistic approach – aligning disparate listening activities into an intelligent and effective system that drives customer-focused change.
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.
In this session we’ll discuss the best ways to forecast the impact of CX change and measure progress, and we’ll share tools that customer experience professionals can use to create and monitor forecasted impact.
This webcast explores what makes an effective CX leader. What skills do they possess? What do they do differently? Based on input we’ve gathered and our own experience, we’ve developed a checklist of the top traits.
Keeping up when customer expectations are constantly changing isn’t easy. Walker’s Customers 2020 research revealed that B-to-B companies are far behind in preparing for customers of the future.
Ever felt like there was nothing new and exciting happening in your data? Need new inspiration for your CX analytics plan? You won’t want to miss this session. We’ll explore Todd Rose’s “The End of Average” as context for a deeper conversation around CX analytics. As customers’ demands for personalized services increase, we need CX analytics that accommodate customer uniqueness rather than statistical averages.
In 2013, Walker released an eye-opening preview of B-to-B customer experience in the year 2020. Arming forward-thinking companies with thought-provoking insight to plan for the future, Customers 2020 focused on how B-to-B firms should begin positioning themselves to meet changing customer expectations.
CX professionals should regularly discuss creating change. Haven’t we all seen how even good action plans can be hard to fully execute? Many leaders are surprised by how their associates resist changes and the general inertia facing even the best improvement plans. But such behavior can be anticipated and treated with a few proven change management remedies.