Few if any of customer experience pros went to school to be a CX professional, and yet there are thousands in this flourishing profession. So what does it take to be a CX leader? What are the right skills and what is the best career path to take? How do you break into this and how do you determine whether your company will really support customer experience strategies? Guest host Pat Gibbons welcomes Shelly Chandler, a certified CX professional and as head of customer experience for Delaware North, for a discussion on what it takes to start and advance your career in CX.
A resource for customer experience (CX) and experience management (XM) professionals. 
Episodes tagged “Pat Gibbons”
There are a number of ways to design experiences for your customers, but you're stuck. You find it hard to think beyond how things are currently done. And even if you had some sort of break-through idea, changing your current processes and getting others on board seems pretty daunting. And yet you constantly wonder, "what if?" Guest host Pat Gibbons welcomes Jonathan Shroyer, Chief Customer Experience Innovation Officer for Arise Virtual Solutions, for a discussion on driving innovation in your CX program.
It's a common practice in customer experience, and a vital one: closed-loop response to customer feedback. Simply put: you need to make sure you respond to customers in a timely and appropriate way. But, like all things in life, it’s not that simple and if not done well it can actually create poor experiences for your customers. This is why it’s critical to get front line employees engaged in CX and understand the processes set in place that provide the best possible experiences for customers. Guest host Pat Gibbons welcomes Greg Chase, an XM catalyst with the Qualtrics XM Institute, for a discussion on closed-loop feedback response.
As more companies realize the potential of a customer-centric culture, the discussion around how your employees’ experiences can affect your customers' experiences is becoming more prevalent. Employee experience – or “EX” – has often been siloed in human resources, but how can you connect the customers’ and employees’ experiences? What data do we collect? And how do we activate a CX plus EX culture to make the best use of what we discover? Guest host Pat Gibbons welcome Kevin Campbell, an employee experience scientist at Qualtrics, to discuss how to connect CX and EX data.
Just like any other business process, customer experience programs need occasional review and scrutiny to ensure it delivers the best possible experience. This is true even if your program seems to be running smoothly. Guest host Pat Gibbons welcomes Luis Angel-Lalanne from American Express to discuss the process in which they transformed how customer sentiment was gathered to help improve their CX.
It’s an unfortunate result of the pandemic that most people have experienced: supply shortages. Everything from breakfast cereal to new cars, jewelry, the newest name-brand mobile phone, and even turkeys. And it’s hard not to feel some sympathy for front-line retail workers as they receive the brunt of consumer anger over things they clearly have no control. But there are tools that can help both customer and employee smooth out these rough times. Guest host Pat Gibbons welcomes Seb Reeve from Nuance Communications for a discussion on A.I. and how the digital experience can help smooth out a rough holiday shopping season.
Co-hosts Steve Walker and Pat Gibbons take listeners on a frightful journey of terrible customer experiences with plumbing, restaurants, baby supply stores, hospitals, and even vampires in blood banks! Guests include Jeannie Walters, Christine Trippi, Mike Grindstaff, and Drew Hall. Listen, if you dare!
The importance of the employee engagement has been featured on this podcast throughout several episodes. And while there is a strong connection between engaged employees and engaged customers, the two programs are typically separate. Employee experience is run by HR, customer experience is run by CX pros, and the two typically don’t interact much. However, that seems to be changing and experience management leaders are seeing applications for the two to come together. Guest host Pat Gibbons welcome back Troy Powell for a discussion about Walker's new report, "Effectively Combining CX and EX."
Many people have experienced a visit to a theme park, but the theme park experiences provided by The Walt Disney Company are arguably some of the best. However, it’s not easy creating the “magical” world that guests have come to enjoy. Ensuring the employees – or “cast members” – provide that magical experience is crucial, which means it’s essential the employee’s experience is high priority. Guest host Pat Gibbons welcomes Francesca Tempestini, a former cast member at Disneyland Paris and one of the contributing authors of the new book “Customer Experiences 3," to discuss how companies can take some cues from "the happiest place on earth."
It's another edition of The CX Leader Podcast's annual CX Horror Stories! Hosts Steve Walker and Pat Gibbons endure frightening tales of bad hotel service, poor rental management, ghoulish social media responses, and spine-chilling encounters with government agencies. Guests include Sandra Mathis (HCL Technologies), Brandi Dale (Walker), Johnathan Ruchman (Brookdale Senior Living) and Amy Brown (Authenticx).