Monitoring Customer Experience: Moving Past “Same Old Same Old”
May 30, 2023
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.
Featured Content:
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.”
Featured Content:
PX: Designing A Better Patient Experience
From life’s most intimate and pivotal moments to the tasks that make up an everyday to-do list, the spectrum of patient experience is wide, varied, and unique to every person. This is just one of the factors that makes designing a better experience for patients challenging—and yet so vitally important. In every interaction and through every touchpoint in the patient’s journey, trust is either built or eroded.
Download the Report
The CX Leader Podcast
A weekly resource for CX and XM leaders
The CX Leader Podcast with host Steve Walker 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.
Reports and Position Papers
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.
CX Now: Eight Themes Driving CX Evolution
The CX Now series takes a close look at essential themes currently driving CX evolution.
Next-Level CX for B2B Companies
A report focused on helping business-to-business companies rise to the next level of CX excellence.
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.
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.
The CX Leader Blog
A resource of thought leadership articles for customer experience professionals.
