Resources

Resources for experience management professionals

Are you focused on improving experiences for customers and employees? You’re at the right place. Our resources include more than 150 interviews with experience management leaders that provide take-home value for you and your company.

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Featured Content:

XM Operating Framework Blog Books

XM Operating Framework Blog Books

Building a customer experience program that consistently delivers amazing experiences doesn’t just happen. It requires careful planning and design. Thankfully, experience management (XM) is a discipline that can be learned and improved. The XM Operating Framework lays out skills and actions that help companies build a sustainable foundation for success.

In this series, we dive deep into the 20 skills to give you expert advice, insights, and actions to get you on your way to leading a powerful, data-driven XM program that better serves customers and your company.

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Featured Content:

CX Now: Eight Themes Driving CX Evolution Cover
 

CX Now: Eight Themes Driving CX Evolution

Working with our partner Qualtrics and with input from more than 50 CX leaders, Walker explored the most important topics affecting customer experience today. Several clear themes emerged, each explored in Walker’s new publication, “CX Now: Eight Themes Driving CX Evolution.”

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The CX Leader Podcast logo

A weekly resource for CX and XM leaders

The CX Leader Podcast provides weekly insights for business leaders to improve results by unlocking the potential of their customer experience. More than a discussion of CX topics, the podcast focuses on ways CX professionals can develop the right skills and ideas to be effective leaders in their organizations.

Talk Less, Listen More
Talk Less, Listen More
Released: July 9, 2024

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Reports and Position Papers

XM Operating Framework Blog Books

XM Operating Framework Blog Books

A deep dive into the 20 skills that get you on your way to leading a powerful, data-driven XM program that better serves customers and your company.

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PX: Designing a Better Patient Experience cover

PX: Designing a Better Patient Experience

Building trust by designing patient experiences that are more focused on the needs of patients, family members, and healthcare providers.

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CX Now: Eight Themes Driving CX Evolution cover

CX Now: Eight Themes Driving CX Evolution

The CX Now series takes a close look at essential themes currently driving CX evolution.

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Next-Level CX for B2B Companies cover

Next-Level CX for B2B Companies

A report focused on helping business-to-business companies rise to the next level of CX excellence.

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Case Studies

Standardizing a Massive CX Program

With 100 brands supporting structures ranging from schools to arenas, Johnson Controls turned to Walker to standardize the CX program on the Qualtrics platform for consistency, accountability, and business impact.

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Optimizing CX Programs

Delivering exceptional mobility experiences to customers and clients worldwide, Altair Global looked to Walker to help develop systems that efficiently review updates on every relocation project, quickly close the loop on customer issues, and uncover patterns that prompt improvements.

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The CX Leader Blog

A resource of thought leadership articles for customer experience professionals.

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