When it comes to innovating the customer experience, CX
professionals serve as the customer’s proxy, identifying ways the
experience can be improved and translating that opportunity into
For CX professionals to be responsive to ever-changing market
demands, they must transition from being responsible for customer
listening to being the strategic architect of customer experiences.
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's nothing like hearing a customer thoughts and opinions in
their own words. I believe that's why we've seen an uptick in the
use of qualitative methods to gather customer insights. I
Does your company have a culture that demonstrates their commitment
to customers in their everyday actions? At Walker, we have a
framework for helping companies create customer-focused action. We