CX Users Series

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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CX Users Series

How 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.

  • Episode 42: Making CX Work at Johnson Controls

    Steve introduces a new podcast series in which he explores how companies implement their customer experience programs. Matt Inman and Matt Sharp join Steve to discuss the CX program at Johnson Controls and how to ensure various regional and product programs remain cohesive within a global company.

  • Episode 45: The Personal Touch

    In the second episode of the User series, Steve welcomes Gina Jannazzo and Kim Howard from Wild Birds Unlimited to discuss the CX program within a franchise model and how personal relationships with customers are competitive advantages for today's retailers.

  • Episode 47: Customer-focused Training

    Continuing in our User series, Steve welcomes Sharon Bislich and Carolyn Bodkin to discuss how Medxcel, a medical facilities management company, incorporates customer experience into their training programs.

  • Episode 59: Buy-in From the Top

    A discussion on the importance of executive support and for your CX program and how the organization’s culture can make or break your CX efforts. Steve welcomes customer experience leaders Brian Daniell and Chris Lawton from Deltek to discuss how they developed and continue to maintain a successful customer experience program.

  • Episode 67: CX Champions

    An organization's culture is critical to making customer experience work. Steve welcomes Ann Schrader and Denise Hinkeldey from Farm Credit Services to discuss their CX program and how the culture helps motivate employees to keep the customer experience a priority within their company.

  • Episode 79: Don’t Forget the Customer in Your Customer Journey Map

    Creating a meaningful journey map can be a lengthy and expensive process and it's tempting to cut corners. Steve's guest Jim Tincher, founder and mapper-in-chief of Heart of the Customer and co-author of "How Hard is it to Be Your Customer", explains why hastily created journey maps can give you a false picture of your customers.

  • Episode 80: Caring Beyond an NPS Score

    Senior living is more than simply providing a service to a customer. Families depend on the care living facilities provide to their loved ones. Steve welcomes Jonathan Ruchman and David Pruett of Brookdale Senior Living to discuss how they manage a CX program that includes over 800 living facilities across 45 states.