A resource for customer experience (CX) and experience management (XM) professionals.
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CX Now: Eight Essential Themes Driving CX Evolution

CX Now: Eight Essential Themes Driving CX Evolution

The CX Now series takes a close look at essential themes currently driving CX evolution.

The series will provide intelligent discussions and written material on today’s topics and trends that CX leaders must embrace to be better leaders and take their programs to the next level. Eight themes will be featured – personalization, predictive CX, seamless experiences, digital interactions, data integration, employee enablement, adaptability, and speed. These are critical topics in today’s customer-centric economy.

Check out more on our CX Now series at walkerinfo.com/cxleader/cx-now/

The CX Now series has been developed in collaboration with our partners at Qualtrics and includes feedback from more than 50 CX leaders.

Predicting the Future

Predicting the Future

Released: November 29, 2022 • Episode #244

The data companies collect can be valuable in providing insights into the past and current behaviors of customers. But that data can also be useful in predicting trends and behaviors in the future. Continuing the series "CX Now: Eight Essential Themes Driving CX Evolution," host Steve Walker welcomes Dr. Troy Powell for a discussion on how companies can use their customer data to perform predictive analysis using A.I., natural language processing, and other tools to anticipate customer needs and actions.

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The Three Levels of Personalization

The Three Levels of Personalization

Released: November 8, 2022 • Episode #241

Designing ways to personalize the customer experience is essential. But there are different levels in which personalization can be executed: reactive, selected customer, and proactive. And customer experience programs that are not fully executing on personalized experience could be dropping the ball. In the second episode of our series "CX Now: Eight Essential Themes Driving CX Evolution," Steve Walker welcome Saari Gardner, vice president of advisory and managed services at Walker for a discussion on way companies can take their personalization efforts to the next level.

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The Human/Digital Balance

The Human/Digital Balance

Released: October 18, 2022 • Episode #238

Customers are demanding new ways to connect with companies, ranging from websites to apps, chat support to bots - the technological tools available to CX professionals is growing. In the inaugural episode in our series, "CX Now: Eight Essential Themes Driving CX Evolution," host Steve Walker welcomes Elliot Moran, associate vice president in our advisory and managed services at Walker, for a discussion on how digital interactions are driving CX evolution.

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