Seven myths about driving results

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 results: It’s...

Customer Voices Inform VOC Roadmaps

If you’ve read my other blogs from EMC World this week ("To Boldly Go Where No CX Program Has Gone Before"  and "Customer Experience Analytics - The Next Generation"), you’ll have seen that EMC’s...

Customer Experience Analytics - The Next Generation

This week, Walker is out in Las Vegas with EMC, a leading cloud computing, big data and IT solution provider, who are hosting their biggest annual gathering of customers and partners - EMC World...

To Boldly Go Where No CX Program Has Gone Before

I’m here in Las Vegas this week attending EMC’s customer and partner conference, EMC World, along with more than 15,000 other attendees from more than 100 countries.  This year’s theme...

CX Storytelling - Who's the Hero?

“You are not the hero that will save the audience; the audience is your hero” I really like that quote. It is from Nancy Duarte, a well-known consultant and author. Her firm, Duarte helps companies ...

The customer experience role in data governance

Data Governance is a continuous organizational process that establishes guidelines for managing corporate data and improving data quality. Customer experience professionals should influence data...

Tough Decisions

Wednesday of this week was the 150th anniversary of the death of President Abraham Lincoln. Lincoln was a complicated man and had a complicated presidency, presiding over the Civil War, signing...

3 Key Elements of Successful Action Teams

Getting the right team in place is critical to be successful in taking action on customer feedback. Though that may seem easier said than done, there are a few foundational elements to keep in mind....

CX Storytelling - 8 questions to understand your audience

As customer experience leaders we're often called upon to make presentations to help our colleagues better understand and serve our customers. These often involve the presentation of survey...

How to make the data come alive

If you are going to put time and attention toward understanding and improving the customer experience, you must consider how the insights will be communicated throughout the organization. It...

Ten Quotes For CX Professionals

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 Creating...

A Simple Guide to Generating Ideas

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 used...

CX leaders - What's your story?

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...

Sea Island: Exemplifying the Employee Customer Link

Last year I had the pleasure of working with Sea Island to measure employee/team member perceptions of working for Sea Island.  Sea Island is an amazing resort on the coast of Georgia where the rich...

Building blocks to CX program design

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 and...

Characteristics of effective self-service

Customers expect an easy experience. For B-to-B companies to successfully simplify the customer experience, effective self-service tools for customers to access is a must have. Here...

Customer Experience in 2039?

I just finished reading our company's Report to Stakeholders and noticed a closing message from our CEO Steve Walker, "I look forward to celebrating our centennial in 2039." Really -- what will CX...

Five steps for engaging in data governance

Data Governance is a continuous organizational process that establishes guidelines for managing corporate data and improving data quality. It includes collaboration between technology, business...

Roles to help unravel Big Data

Companies today are challenged with having an overabundance of information about their customers. Managing and obtaining insights from Big Data involves multiple roles. Solution Seeker: This is...

The customer experience professional

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 likely to...