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Infographic: We expect a personalized experience
The initial title for this post was “Customers expect a personalized experience,” but doesn’t that sound like ‘us versus them’? It sounds like customers want this, but I don’t. The reality is, we all...
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Infographic: Speed is of the Essence
Unlike the topic of personalization, it’s hard to have a conversation with customer experience professionals and not talk about speed. Companies are being challenged daily to “hurry up.” In the...
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Infographic: Customer Expectations for Ease
It’s hard to believe the easy button has been around for more than 12 years. Introduced in August 2005, Staples set the expectation for ease as its competitive advantage – and the company was not...
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Experience Is Knowledge
What makes an effective CX leader? What skills do they possess? What do they do differently? Based on input we’ve gathered and Walker’s own experience, we’ve developed an inventory of key skills. One...
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5 Tips to Effective CX Communication
Communication is such a cliché topic. We know what we need to do to be good communicators, right? Tailor our messages for different audiences, be clear and concise, don’t pollute messages with filler...
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Teamwork makes the dream work: Why the best CX leaders are collaborative, and...
The advantages of teamwork are widely heralded, so it’s no surprise that the underlying skill that makes teamwork work, collaboration, is one of the traits that the best CX leaders share. These...
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Do Me a Favor
“Do me a favor.” Keep that phrase in mind when thinking about how to get people to do what you want (without them even realizing it). That’s what being influential is all about – and that’s what so...
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The Analytical Leader: The Importance of Being Persuadable
Overview One highly recommended skill for effective leaders is persuasion – the ability to move others toward a position they don’t currently hold. Persuading others is a critical skill in all aspects...
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Changing Culture Through CX Rituals
Much of the CX conversation has shifted to focus on organizational culture. Sure, we have great customer listening efforts in place. Sure, we are asking the right questions of the right customers....
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Are you a CX Storyteller?
Is storytelling listed in your job description? Probably not. But maybe it should be. I have become more and more convinced that the best way to capture attention, be persuasive and encourage action...
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CX Storytelling – Bring the Right Attitude to Your Next Presentation
Just picture your audience in their underwear. This is common advice given to someone who is nervous about public speaking. Taking it a step further, it is said that Winston Churchill overcame his...
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CX storytelling: Eight criteria for profiling your audience
A fundamental element of good storytelling is knowing your audience. Too often we plan a presentation primarily based on what we want to say without really considering the perspective of the audience....
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Being a Catalyst for CX Change
None of us is in CX to track and trend metrics. Sure, we will all celebrate a significant increase in our customer loyalty or advocacy metric but that isn’t really our ultimate goal. As CX...
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Looking to Increase CX Visibility with Executives? Try a Journey Map.
Customer experience is currently a great industry to be a part of. Why? Executives are increasingly pointing to customer experience as the primary way they intend to differentiate in the marketplace....
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CX Storytelling: Context Can Make a Big Difference
Like most business professionals, customer experience leaders are commonly called upon to deliver presentations. When we’re preparing, we often think about what we want to say. However, sometimes it...
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Execs Don’t Take Surveys
Let’s just be honest. C-level leaders don’t take a lot of web surveys. But that doesn’t mean that we don’t NEED their feedback. It also doesn’t mean they don’t WANT to share feedback. Without it,...
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The business-savvy CX leader
As Customer Experience (CX) professionals, we all have some of the same tools at our disposal – journey mapping, surveys, design thinking, etc. But some CX pros just seem to be able to get more out of...
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CX Storytelling: Transforming Thought and Action
Don’t you wish you could be a fly on the wall after one of your presentations? It’s common after a presentation that people will tell you, “Nice job” or “Good stuff.” But what did they really think?...
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Why you’ll never be a unicorn great at all 10 CX traits
I hate to be the bearer of bad news, but as Steve Walker says in our bonus 10 Traits Recap podcast episode, “it would take a pretty special brand of unicorn.” At a Qualtrics X4 event, we took a group...
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The Analytical Leader: Understanding Customer Experience Requires Thick Data
Thick Data provides insight into people’s emotions, motivations and ways of thinking. For our organizations to have a realistic view of the marketplace and our customers, CX leaders need to provide...
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