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:

Next-Level CX for B2B Companies report cover

Next-Level CX for B2B Companies

Next-Level CX for B2B Companies is focused on helping business-to-business companies rise to the next level of CX excellence – whether they are just starting out or they have an established program in place.

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The CX Leader Podcast logo

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.

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Reports and Position Papers

Next-Level CX for B2B Companies

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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Deliver More Value with X- and O-Data

Deliver More Value with X- and O-Data

This report provides a practical framework for integrating experience data (X-data) and operational data (O-data) to drive better decisions.

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The Effective CX Leader

The Effective CX Leader

An inventory of key skills and how you can develop each one to became an effective CX leader.

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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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