Advisory Services

Tailored advisory solutions to build a world-class experience management practice. Walker’s advisory services can be delivered virtually or in person. Learn more about our virtual workshops.

Maturity Assessment

Where are you on the road to XM maturity – and how do you get to the next stage?

• Gain a clear baseline picture of the maturity of your program
• Identify your program’s strengths and weaknesses
• Learn how you stack up against similar companies
• Engage key stakeholders around customer experience success in your company with powerful gap analysis
• Focus your efforts where it will make a difference with an expert-led roadmap workshop
• Plan for the long term with a maturity plan tailored to your program’s needs

Governance & Strategy

Is investing in XM the right move for you?

• Gain insight to make a business case for embarking on an intentional XM program
• Find out the potential ROI of taking certain actions, based on benchmark data
• Learn where to focus your efforts to make the biggest impact
• Take the first step in breaking down silos
• Get other parts of your organization involved – and focusing on the customer

Customer Journey Mapping

What moments have the biggest impact on your customer’s experience?

• Identify the key moments that matter to your customers
• Identify key listening points to help you create a customer listening architecture that focuses on the right feedback
• Drive customer-focused engagement and buy-in across your organization
• Define your ideal future customer experience

Listening Architecture

Where, when and to whom should you be listening?

Coordinate your customer listening efforts to be sure you’re listening to the right people at the right time in the right place.

• Collect the right type of insights to drive your XM strategy
• Understand current customer sentiment and track customer sentiment over time
• Develop a plan for resources, internally and externally, to be able to successfully deploy the new listening infrastructure
• Evaluate ideas and best practices from other companies from which to ideate the optimal listening architecture
• Create a holistic listening system that meets your organization’s goals
• Bring multiple, disconnected listening systems together for a clear picture of what’s going on in your organization

What to know more? Complete the form on this page and a Walker expert will contact you to talk about your company’s customer experience needs.

Program Design

What do you need to do to have a comprehensive program?

• Get expert help on a full blueprint of your program
• Leverage best practices
• Ensure your program will have an impact
• Ensure you’re asking the right questions of the right customers in the right way and time
• Build stakeholder awareness and adoption of your program
• Identify what’s getting in the way, or could be improved, in order to meet customer needs

Survey & Metrics Design

What should you ask to gain actionable feedback from your customers?

• There are so many ways to listen to your customers – make sure you are using the best approach
• Get expert help to select the right CX metrics that are aligned with your business and desired outcomes
• Ensure your survey structure, questions and scales are developed leveraging best practices
• Ensure your customers have a positive experience when taking your survey
• Establish buy-in from key stakeholders by incorporating them early on in the design
• Start to identify future potential listening posts

Advanced Analytics

What does all this data really mean?

• Gain an outside perspective from an XM expert
• Walker distills your data into pearls of insight you can act on
• Identify gaps in your customer experience to enhance efficiency and effectiveness
• Improve your customer experience by acting on the feedback that matters most to customers
• Improve your NPS/CSAT scores more than those who simply monitor
• Learn the story of what your data means

Insights Reporting

How does it all connect?

• Gain an objective, empirical view of how customer touch points interact with one another
• Learn which insights are most impactful for determining a customer’s loyalty toward your company

Action Planning

How do you kick-start initiatives to enhance the customer experience?

• Craft a solution to solve an experience management issue in a matter of hours with an Action Planning Workshop
• Shift from reporting numbers to telling a story of what your customers think, feel and need
• Identify and prioritize actions on what matters most to customers
• Identify gaps in your customer experience to enhance efficiency and effectiveness
• Improve your CX scores more than those who simply monitor
• Understand and apply a framework for taking action to launch initiatives and next steps that will evolve the customer experience

Coaching & Training

How do you solve problems or educate employees?

• Access the expertise you need to support your program, as you need it
• Get personal answers to your professional questions
• Motivate and train your employees with XM Training and Workshops