Coming up with ideas to improve the Customer Experience is not as
difficult as you might think. In fact, I recently saw a Customer
Experience team generate over 100 ideas in less than an hour! We
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...
The way your Customer Experience initiative is designed needs to be
intentional. Here are some helpful building blocks to follow:
Goals: VoC architecture should be built with the overarching goals
The role of a customer experience professional is to accelerate
growth and profitability. To facilitate this goal, customer
experience professionals must: Identify which customers are most
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...
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