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Helping you put the customer at the heart of every decision.

Do your CX initiatives have the six essentials?

While every company is different, Walker has identified six essential elements for creating a competitive advantage through the customer experience: 

  1. Strategy and Alignment – The right overall approach intricately aligned with the company’s strategy.
  2. Team and Resources – A solid team with the right resources to ensure success. 
  3. Culture and Communication – A customer-focused culture supported by consistent and effective corporate-wide communication. 
  4. Customer Intelligence – A system for assembling the right customer intelligence and ensuring it is effectively delivered throughout the company. 
  5. Action and Change – Effective processes that lead to action and prompt customer-focused change. 
  6. Impact and Return – Systems to effectively demonstrate the return on investment for CX initiatives.

About the Author

Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit

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