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...

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...

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...

Creating Extraordinary Experiences from a Tsunami of Data

There are pieces of customer information lurking in every area of today’s companies and while there are a host of reasons to capture data, one thing is clear. Many B-to-B companies haven’t figured...

Time for a talk with your survey?

Surveys have long been the standard for gathering customer insights. And with good reason! They are easy to issue, a great way to obtain feedback, secure ratings, establish performance benchmarks, and...

Common mishaps with Customer Experience (CX) engagement

There are many reasons people are not engaged in your customer program, however, being mindful of these potential mishaps can help you maximize your probability of success: The program is too isolated...

Strategies to become easier to do business with

There are strategies companies can establish to speed the development of simpler methods and promote ease of doing business. These strategies are: Organize effectively - Work to compensate...

Common mishaps for Customer Experience (CX) strategy

There are many reasons customer strategies can fail; however, being mindful of these potential mishaps can help you maximize your probability of success: CX program is not aligned with...

How CX can support executive sponsors

Executive sponsor programs are becoming increasingly more popular and valuable for B-to-B companies. These programs pair executives from the customer and provider-sides with the intent of building...

Putting the Pieces Together for a Holistic Customer View

Right out of the gate it was clear why the software as a service company was embarking on their customer experience journey. As the Chief Customer Officer explained at the VoC kick-off meeting, they...

Fundamentals for your VOC program

Some of the fundamental aspects of building a Voice of the Customer (VOC) program include: You need to define success. If you don’t know what success looks like, then the effort to improve...

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...