The CX Leader Podcast | A resource for customer experience leaders

In today's consumer world, we are inundated with advertising from countless online and offline mediums, and too often companies think that's what really drives their brand. But if you're a customer experience leader, you know experience has possibly become the most prominent ingredient in a company's brand. So how do we make it work? How do CX leaders ensure an experience that influences the brand and reputation of their organization in a positive way? Host Pat Gibbons welcomes Keith Farley, senior vice president for individual benefits at Aflac, to discuss the experience of directing CX at one of the world's most famous brands.

Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/your-brand-and-cx-theyre-connected/

Learn more about AFLAC at https://www.aflac.com/

Listen to more episodes at https://cxleaderpodcast.com/

Learn more about Walker at https://walkerinfo.com/

It goes without saying that designing any kind of product is no easy task. And in the case of software, balancing the engineering needs versus customer expectations can be daunting. Simple things like moving a button from the place it’s been for several versions can cause confusion and frustration. So it’s important to understand customers’ needs and communicate those needs to product designers. Host Sara Walker welcomes Naina Tahnilramani, a senior customer experience manager at Intuit and winner of the 2023 CXPA Emerging Leaders Award, for a discussion on the customer experience when launching new or updated products.

Learn more about the CXPA Emerging Leaders Awards at: https://www.cxpa.org/advance-your-career/awards/emergingleaderawards

Listen to more episodes at: https://cxleaderpodcast.com/

Learn more about Walker at https://walkerinfo.com/

Steve and guest Melissa Meier, a certified customer experience professional and vice president at Walker Information, continue the discussion of the recently published report "Customers 2020: A Progress Report" by describing about how companies can make it easy for their customers to do business.

Just like any other business process, customer experience programs can sometimes get a little stale or outdated. As CX leaders, it’s our responsibility to pay attention to the customers’ needs and expectations, and adjust accordingly. But sometimes it’s best to take a step back and look at the entire customer journey and, if needed, redesign the journey from start to finish. Host Pat Gibbons welcomes Jaya Sudarshan, a customer experience manager for HP, the global technology company, for a discussion on building a differentiated experience from start to finish.

Find the transcript on the show notes page: https://cxleaderpodcast.com/redesigning-from-start-to-finish/

Listen to more episodes at https://cxleaderpodcast.com/

Learn more about Walker at https://walkerinfo.com/

Have you ever been at a business meeting with a client or colleagues and wondered, “should I order wine? What wine do I get? How many should I drink?” Mixing business with alcohol can be tricky and sometimes an awkward subject. Host Steve Walker welcomes guest Jim Schleckser, author of the new book Professional Drinking: A Spirited Guide to Wine, Cocktails, and Business Entertaining," for helpful advice on how to keep it fun AND professional.