Building CX programs from scratch is never an easy task. And the endeavor usually starts with the vision of a single person that sees the benefits of CX and agrees – or is appointed – to spearhead the project. And that includes a lot: program planning, gaining support throughout the organization, putting convincing metrics in place, and a whole lot more. It’s a daunting task. Guest host Pat Gibbons welcomes Carol Tesarek from Equipment Depot to highlight how they put all the right pieces together to create an award-winning program.

Built to Win

The CX Leader Podcast provides insights for customer experience (CX) and experience management (XM) leaders to improve their business results by unlocking the potential of their customer experience, helping their customers and prospects want to do more business with them. The CX Leader Podcast is produced by Walker, an experience management consulting firm that helps companies accelerate their XM success.

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In this bonus episode, Pat Gibbons describes his experiences at the Qualtrics X4 event in Salt Lake City, Utah, on May 1-3. With thousands of experience management professionals in attendance, Pat had an opportunity to discuss the top challenges facing XM professionals within their own organizations. Hosted at the Walker exhibit booth, professionals were asked to participate in an unique exercise that demonstrated the concerns experience management leaders are facing. Read more about X4 and details results from the exercise on our blog: https://walkerinfo.com/top-xm-challenges-results-from-x4/ Find a transcript of this episode on the show notes page: https://cxleaderpodcast.com/bonus-2024-x4-results/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/

Bonus: We Asked CX Leaders at X4 About Their Top XM Challenges

It’s common today that, as consumers, we receive a survey after all kinds of experiences – shopping, travel, home repair – you name it. You fill out a survey with the hope that it might change the next outcome to be better. But what about the here and now?  As experience management improves consumers are demanding action during the experience. Now think of yourself not only as a consumer, but as a patient and the timeliness of feedback and action becomes that much more important. Host Pat Gibbons welcomes Laura Anning, Chief of Patient Experience for Washington Hospital Healthcare System, and Liz Wallshield, Senior Technology Consultant at Walker, for a discussion on using patient rounding as a way to quickly action on feedback.  Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/rounds-and-rounds-we-go/ Learn more about Washington Hospital Healthcare System at https://www.whhs.com/ Listen to more podcasts at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/

Rounds and Rounds We Go

Maybe it’s a concert headlining Beyonce, U2, or Taylor Swift? Or perhaps your favorite NFL team is playing their rivals this weekend? Perhaps you prefer events that allow for some more personal creative expression like GenCon or Comic-Con? While we have our personal preferences, few things compare to meeting up with thousands of like-minded people or fans for live events. But those gatherings don’t just happen out of the blue, and just like any other business, the experience matters. And ASM Global just released a new study that highlights what audiences are demanding in regards to live event experiences. Host Sara Walker welcomes Alex Merchan, chief marketing officer for ASM Global, a venue management and live event production company, to discuss their recent study on global audience trends. Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/give-the-audience-what-they-want/ Learn more about ASM Global at https://www.asmglobal.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/  

Give the Audience What They Want

Conversations around diversity, equity, and inclusiveness have been happening in many companies in the U.S., and healthcare is no exception, especially when it comes to the care patients receive. And listening to patients’ needs and concerns is vital to providing doctors, nurses, administrative staff, and leadership with the insights required to providing equitable care for all their patients. But what does it mean to be “equitable” versus “equal” in the care providers give to their patients? Host Sara Walker welcomes Ariel Davis, head of healthcare provider solution strategy for Qualtrics, and Nicole Richendollar, vice president in our client services at Walker, for a discussion on providing equitable care to patients.  Find a transcript of this episode on the show notes page: https://cxleaderpodcast.com/equity-in-healthcare/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/

Equity in Healthcare

We’ve all experienced it: that nagging, frustrating, and sometimes maddening feeling we get when something collides with our productivity. And while it can sometimes feel trivial, that type of friction adds up and affects our interactions with customers, thus affecting the customer experience. So how do we minimize those points of friction in the workplace? Host Pat Gibbons welcomes Christophe Martel, CEO and founder of FOUNT, a software platform designed to help reduce friction and improve productivity and employee experiences, for a discussion on reducing workplace friction and it's effect on customer experience. Find a transcript of this episode on the show notes page: https://cxleaderpodcast.com/work-friction-less-is-more/ Learn more about FOUNT at https://getfount.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/

Built to Win

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