Changing the Way We Do Things – Developing a More Proactive CX Culture
Let’s face it – we all resist change to a certain degree. In personal situations, while I struggle with change, I do feel that I am at least in control of my own decisions.  In a business context, we often are not given the choice depending on...
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Common mishaps with Customer Experience (CX) design
There are many reasons your Customer Experience program can fail; however, being mindful of these potential mishaps can help you maximize your probability of success: The listening process is too simplistic, irrelevant, too long, or disjointed Lack...
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The Validation Comfort Zone
The evolution of what customer experience initiatives are like today has seen many changes, from companies who were focused on executing a survey to understand how satisfied customers were to companies today creating customer-focused strategies based...
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Tips to motivate people to take action
Engaging various stakeholders and motivating them to act is a common challenge among customer intelligence professionals. What motivates people to take action? Action plans that motivate should have the following traits: Their personal success to...
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Extraordinary CX
Walker recently hosted a summit of Customer Experience professionals - a chance for CX leaders to come together to learn and share best practices.  The theme of the event was Extraordinary CX.  As CX leaders, we are in a position to build...
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