Diane Skirvin

The Role of CX During a Crisis

How CX should respond to the COVID-19 pandemic

Listen Now


Vice President, Advisory Services


Diane manages relationships with Walker clients from identification of business needs through the design, implementation, analysis and communicating results of specific programs. She leads customer listening initiatives with clients, collecting feedback through a variety of distribution methods (direct or through the channel) and using tools including strategic assessments and journey mapping, to develop customer-focused initiatives. She helps to gather, organize, analyze and interpret customer insights in the context of business performance, helping companies link them to operational and financial metrics and estimating the ROI of improvement efforts. Overall, Diane helps companies evolve their customer strategies to help them gain the sustained competitive advantage that comes from delivering an exceptional experience.


Diane joined Walker in 2004. After managing projects for several years, she became a project group manager, leading training, development and process enhancements for a team of project managers. In her current role, Diane works with clients in the technology and communications industries, including Dell and Mitel, and enjoys finding innovative solutions to the most challenging problems.

Achievements and Affiliations

Diane earned her bachelor’s degree in marketing and international business from Indiana University and has completed the United Way’s Executive Women’s Leadership Program. She is a member of the Customer Experience Professionals Association (CXPA) and has also achieved Certified Customer Experience Professional (CCXP) certification.