A resource for CX and XM professionals.

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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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CX Horror Stories II

Hosts Steve Walker and Pat Gibbons present another frightful episode of CX Horror Stories - tales of customer experience gone bad. This year's scary offerings include healthcare, travel, and automotive repair. 

Podcast Series

Best Practices

CX By Industry A series focusing on some of the best ways CX leaders can make customer experience their biggest competitive advantage.

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Checking-in with the CXPA

CX By Industry Like most professions, CX pros enjoy the benefits and support of an organization that provides resources and ways to network with other professionals. Steve welcomes the new CEO of the Customer Experience Professionals Association - or CXPA - Greg Melia for a discussion on the organization's benefits and future.

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CX By Industry

CX By Industry A series where the CX Leader Podcast explores how customer experience is implemented across various industries such as tech and manufacturing by inviting CX leaders from different companies to discuss their programs

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X4 Recap

X4 Recap Steve along with Walker experts Sonya McAllister, Brad Harmon, and Jamieson Prala discuss their time at the 2019 Qualtrics X4 Summit in Salt Lake City.

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B2B vs. B2C

B2B vs. B2C Steve welcomes back Walker expert and vice president of advisory services Brad Harmon to discuss the differences in approach to customer experience between B2B and B2C businesses.

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The State of Customer Experience

The United States of CX In a nod to the Presidential State of the Union Address, Steve welcomes back guest Dr. Troy Powell for a discussion on the current state of the customer experience space and trends in the industry.

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Luminaries of CX

Luminaries of CXWho are the "rock stars" of CX - those individusals who have worked to bring the importance of knowing how your 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.

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The United States of CX

The United States of CX Steve welcomes Stephanie Thum, chief advisor of federal customer experience at Qualtrics, to discuss how federal agencies are beginning to apply customer experience into government, how legislation is requiring the implementation of CX practices, the imbalance of X-data (experience) and O-data (operational) within agencies, and... Zootopia

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Intersections with CX

Intersections in CX How does customer experience fit in today’s business environment? As the impact of customer experience has become more and more evident, other disciplines have emerged – all uniquely connected to the work of CX leaders. However, it can get pretty confusing, making it difficult to pin down the boundaries. This series will explore those “gray areas” where CX and other business disciplines intersect.

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CX Users Series

CX Users SeriesHow do top companies execute and coordinate their customer experience? Host Steve Walker welcome CX professionals and their business colleagues to describe how they plan and execute their CX programs.

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CX Horror Stories

CX Users Series It's a spooky edition of the CX Leader Podcast as Steve welcomes back Pat Gibbons, SVP and principal of Walker Information to listen to scary stories of customer experience failures and discuss how they could have been avoided.

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CX Day Celebration!

CX Day CelebrationCX Day is celebration of all things CX and Steve invited five CX professionals from various business to discuss their work and what makes customer experience a rewarding profession. Guests include Karen Mangia (Salesforce), Jeffrey Louden (Indiana Farmers Insurance), Sheila March (Ascension Healthcare), Valerie Jones (Calumet Specialty), and Kim Howard (Wild Birds Unlimited).

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The Influence of Technology on CX

Change ManagementThere is no denying the importance of technology's role in customer experience. Steve Walker will invite guests within the customer experience technology space for discussions on how technology became prevalent in CX, the current state of technology, and what to expect from technology for CX in the future.

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Improving the Patient Experience

Patient ExperienceThe phrase “healthcare is broken” is often used to describe the health services industry in America, but what does that mean? Steve welcomes the co-founder and president of OurHealth, Dr. Jeff Wells, for a discussion on what it means to provide better experiences for patients and how that compares to the customer experience space.

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Change management: a marathon or a sprint?

Change ManagementCX leaders are often called to help institute changes within their company to improve customer experience. In this podcast series, Steve discusses best practices on how leaders can drive action to better how customers experience your company.

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Don't let your brand make false promises

When journey maps don't go the distanceDoes your brand make a promise to your customers? Then you need to make certain your CX program can deliver on that promise! Steve welcomes back Jennifer Batley, a vice president and certified customer experience professional at Walker, for a discussion on how to make certain your brand aligns with your customer experience.

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When journey maps don't go the distance: three detours to avoid

When journey maps don't go the distanceThe customer journey map is a valuable qualitative tool for understanding customer needs and expectations at each phase of the customer lifecycle. But there are traps, or "detours," that can take you off course. In this three-episode series, Steve and CX experts discuss those detours and how to avoid them when mapping your customers' journey.

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Building Your Customer Listening Architecture

Building Your Customer Listening ArchitectureListening to your customer's needs is a vital part of an effective CX strategy, so it's critical that you have the right technology and strategies in place to gather the required insights for your customer experience. In this three-episode series, Steve welcomes experts from Walker and Qualtrics to help explain the importance of a carefully considered listening program.

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The CEO, the Customer, and You

The CEO, the Customer, and YouSteve interviews Jim Schleckser, a best-selling author and CEO advisor, on how good CEO's manage their time and attention, how the CX professional can speak the CEO's language, and the importance of CX from the perspective of the c-suite.

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Recapping the CXPA Insight Exchange

Recapping the CXPA Insight Exchange

CX professionals from across the globe met in New Orleans to exchange ideas and learn more about what's happening in the realm of customer experience. Steve welcomes Pat Gibbons back to the podcast in a two-part episode series to share what Walker associates learned was on the minds of CX pros.

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Upping Your Sales Game

Upping Your Sales Game In this two-part series, host Steve Walker welcomes long-time friend and colleague Bill Caskey to the podcast to discuss the importance of sales in the CX leader's role within an organization.

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Bringing Customer Experience to Home Services: An Interview with Angie Hicks

Telling Your CX Story In this episode of the CX Leader Podcast, Steve welcomes guest Angie Hicks, co-founder of Angie's List and chief customer officer for ANGI Home Services. Angie discusses Angie's List's beginning and how they became a disruptor to an entire business sector, bringing customer experience to the forefront of the home services industry.

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How a Box of Invoices Tells a Story

Telling Your CX StorySteve welcomes Pat Gibbons, a customer experience professional and senior vice president at Walker, and discusses how storytelling can be a powerful addition to the customer experience professional's toolbox.

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TEN Traits of Effective CX Leaders

Ten Traits of Effective CX LeadersBased on input we’ve gathered and our own experience, we’ve developed a checklist of the top traits. In this webcast we’ll discuss the top traits for successful CX leadership, the most common obstacles for customer experience leaders, how CX leaders can consistently make an impact for their organization.

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Customers 2020: A Progress Report - Personalization, Ease, And Speed

Customers 2020: A Progress ReportIn this episode series, Steve Walker discusses the three main areas of importance in regards to customer experience as we approach 2020: personalization, ease, and speed. Guests include Walker experts Brad Harmon, Melissa Meier, and Troy Powell.

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