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...
With changing customer demands, the roles and responsibilities of
the customer experience team will need to evolve to include the
following roles: Chief Customer Office (CCO) - there must be
When it comes to the application of customer experience strategies,
companies tend to fall into one of three camps: Customer
experience, huh? These companies are clueless. They don't
understand why a...
You have likely started to hear about Customer Engagement. Leslie
Pagel defines what we mean at Walker by Customer Engagement
here. And, she compares "customer experience" to "customer
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
How do you know if you have the right team assigned to help
implement and drive customer strategies from your Voice of the
Customer Program? These questions will help you: Is there an
Sales needs timely customer insights that will help them focus on
the issues that matter to existing customers and new prospects.
They also can benefit from intelligence that will help them know
There is no doubt that more and more business-to-business companies
are focused on creating a competitive advantage through the
experiences they deliver to their customers. But, what does this
The short answer is, no. The Customer Experience is like an
umbrella. It encompasses the interactions, feelings, and
perceptions that customers have with a brand, its products, people,
The following tools make it easy for customer-facing teams to
identify if there are issues that need to be addressed or
opportunities to leverage: Predictive Analytics: Predictive
analytics help teams...