Webcasts

CX LEADER PODCAST:
USER SERIES

Stories of CX at work

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Change management: a marathon or a sprint

Change management: a marathon or a sprint

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.

When journey maps don't go the distance

When journey maps don't go the distance

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.

Forecasting the Impact of CX

Forecasting the Impact of CX

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.

The Effective CX Leader

The Effective CX Leader

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.

CX Trends 2018

CX Trends 2018

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.

The Latest and Greatest in CX Analytics

The Latest and Greatest in CX Analytics

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.

Progress Toward 2020

Progress Toward 2020

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.