Katie Kiernan

The Role of CX During a Crisis

How CX should respond to the COVID-19 pandemic

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Vice President, Business Development


Katie 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, 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, Katie helps companies evolve their customer strategies to help them gain the sustained competitive advantage that comes from delivering an exceptional experience.


Katie joined Walker Information 2000. Early in her career at Walker, Katie served as a program manager at Walker, running the internal operations of various business-to-business and consumer research projects. In 2004, Katie joined the Business Development department as a Director, focusing on consulting with prospective Walker clients on the right design and approach for their customer strategies.

Katie rejoined Walker’s consulting group in 2006 and transitioned into her current role as a Vice President in 2010. Katie carries an in-depth knowledge of what information is most valuable to organizations in order to develop customer strategies that result in business impact. Through working on and designing customer experience strategies in several different industries for a variety of companies, Katie can ensure that every organization is maximizing its customer experience efforts.

Katie also is an active participant in industry research for Walker to help develop the latest thinking and best practices for B-to-B customer experience.

Achievements and Affiliations

Katie is currently a member of the Customer Experience Professionals Organization (CXPA) and holds her Certified Customer Experience Professionals (CCXP) accreditation.  Katie earned her bachelor’s degree from Purdue University and her MBA from Anderson University. Katie is also active in the community, having completed the United Way’s Executive Women’s Leadership Program and also now serving as a Steering Team member of the Women United affinity group in Central Indiana.