The Optimized CX System is a comprehensive approach that leverages
multiple tools and resources to better identify, address, and
improve customer experiences. While it leverages some of the tools
One of the most challenging aspects of any customer program is
taking action on results. Here are seven myths that can get
businesses distracted from driving the most effective business
This July, I'm presenting at The Sentiment Analysis Symposium in
NYC. Over two days, industry experts and end users will share
insights and learnings about emotion, tone, opinions, and
Here are some of my favorite quotes for CX professionals. What are
your favorites? 1. "Unless someone like you cares a whole awful
lot, Nothing is going to get better. It's not." - Dr. Seuss
Customer experience leaders are often called upon to do
presentations. But what they deliver should be a story.
What's the difference? PRESENTATION: What comes to mind when you
are asked to deliver a...
One of our goals at Walker is for all of our clients to agree that
their Customer Experience initiative is having substantial impact
on their business. So, what is substantial impact? The
Today is CX Day. The day we celebrate customer experience
professionals. Although this is not one of those holidays created
by companies to sell more greeting cards, it is proof that we have
a day for...
The question,“What impact is the CX program making on our
business?” is being asked of customer experience professionals more
and more. The immediate thought is to demonstrate the financial
Customer Experience Professionals, may I ask, how is your Voice of
the Customer program going? Are you content? Are things
just humming along and don’t require a lot of attention? Do you
feel like you...