Governance: Building the Foundation of All Great CX Programs
April 25, 2022
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:
Effectively Combining CX and EX
Considering the experiences of customers and employees leads to the best results. This report provides practical advice for combining customer and employee insights to gain a well-rounded perspective on how well your company is delivering on its promise of experience.
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
Next-Level CX for B2B Companies
A report focused on helping business-to-business companies rise to the next level of CX excellence.
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.
Effectively Combining CX and EX
Practical advice for combining customer and employee insights to gain perspective on how your company is delivering on its promise of experience.
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.
26 Actionable Steps to Improve Customer Satisfaction
April 4, 2022
What is Employee Experience (EX) Management?
April 4, 2022