A resource for customer experience (CX) and experience management (XM) professionals.
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Episodes tagged “traits”

It Starts with the Customer

It Starts with the Customer

Released: November 16, 2021 • Episode #192

As a CX leader it is important to better understand and promote the customer experience field within your company. Regardless of profession, there are certain traits and skills common to leaders. But what leadership traits are important specifically to customer experience professionals – what qualities of leadership should you prioritize? Host Steve Walker welcomes Lambert Walsh, senior vice president of customer success at DocuSign, the agreement cloud company, for a discussion on the traits of customer experience leaders.

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Why you’ll never be great at all 10 CX traits

Why you’ll never be great at all 10 CX traits

Released: April 10, 2018 • Episode #14

Steve welcomes back Walker senior vice president Jennifer Batley to review the 10 traits of effective CX leaders and talk about how customer experience professionals rated themselves at the Qualtrics X4 Summit. Jennifer also introduces an eleventh “bonus” trait.

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The Business-Savvy CX Leader

The Business-Savvy CX Leader

Released: April 3, 2018 • Episode #13

An effective CX leader will utilize the thought process needed to understand the key components of a situation and comprehend the consequences of actions. Steve welcomes Noah Grayson, a CX professional and senior vice president at Walker, to discuss the trait of being a business savvy CX leader.

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Being a Catalyst for CX Change

Being a Catalyst for CX Change

Released: March 27, 2018 • Episode #12

As CX professionals, we are looking to make a difference, engage our organizations and drive meaningful change on behalf of the customer. The problem is being that catalyst for change in organizations can be difficult. Steve welcomes guest Allison Grayson, a certified CX professional and vice president at Walker, to discuss strategies to help drive meaningful change in your CX program.

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Being Innovative

Being Innovative

Released: March 20, 2018 • Episode #11

Disrupting the status quo can sometimes lead to innovative solutions when it comes to CX, and Steve discusses this trait with Walker senior vice president and customer experience professional Sean Clayton.

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The Analytical Leader

The Analytical Leader

Released: March 2, 2018 • Episode #9

Steve welcomes back Dr. Troy Powell, vice president at Walker, to discuss how it's not necessary for CX leaders to know analytics, but it's critical for them to think analytically.

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Do Me a Favor

Do Me a Favor

Released: February 27, 2018 • Episode #8

Steve welcomes guest Sonya McAllister to discuss how CX leaders need to be influential - persuading other people and teams to engage and join in efforts to create a customer experience that provides a competitive advantage.

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Teamwork Makes the Dream Work

Teamwork Makes the Dream Work

Released: February 20, 2018 • Episode #7

Host Steve Walker invites guest Jennifer Batley, a senior vice president at Walker Information, to discuss collaboration as a part of our on-going series on the 10 traits of effective CX leaders.

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