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 words or unnecessary information. As CX leaders, we’re communicating about a topic that most, if not all, of our companies, executives and

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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 of those skills is knowledge. Knowledgeable CX leaders have a grasp of what it takes to lead customer experience initiatives, making them

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The Secret to Corporate Longevity—Tips for 2018

My great-grandfather lived to be older than most. He lived into his 96th year. And that’s how he would answer the question of his age. When he was 90 and someone asked him his age, he would respond with, “I am in my 91st year.” He was proud of his age, proud of his longevity.

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CX Trends – What’s changing (and what isn’t) in 2018

As the end of the year approaches, it’s time for the all-too-familiar projections for the coming year. It’s the time where everyone considers what the new year will hold and predicts trends that are worthy of attention. Walker’s December webcast focused on this as its theme but added an interesting twist. In addition to considering

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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 alone. With customers becoming more empowered and information about competitors just a click away, companies (particularly B-to-B) must invest to ensure

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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 original Customers 2020 report, we predicted that immediate gratification won’t be fast enough; backed up by our latest Customers 2020 research, this prediction couldn’t be

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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 want to be treated like an individual. We want the companies we do business with to value us as a person,

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What actions will have the greatest impact on your customers?

The “Big Three” customer expectations – Personalization, Ease, and Speed – came through clearly, but what actions are companies taking to meet the demands of customers? We asked this question through our Customers 2020 research. Here’s what we heard. In-depth interviews During the in-depth interviews we asked what companies are doing to prepare for the...

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What customer expectation will have the greatest impact on your company?

One of the primary objectives of this research was to answer this question: What customer expectation will have the greatest impact in 2020? Through in-depth interviews and a quantitative survey, we asked over 400 business professionals, primarily customer experience leaders, to rank each of the following customer expectations in terms of their anticipated impact on...

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Changing Customer Dynamics and the Consumption Gap

Through our interactions with customer experience (CX) professionals, our advisory group discussions and in-depth interviews, we found five business dynamics emerged to explore. Has the customer’s understanding of our products and services declined? Are customer interactions growing in complexity? Do customers spend less time using the products and services today? Do customers prefer more self-service...

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