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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Storytelling – Two Essentials for Customer Experience Professionals

The customer experience (CX) local networking group in Indiana recently discussed the topic of storytelling. It is an important topic for any business professional, but based on the discussion, it's particularly relevant for customer experience professionals. The discussion prompted two key essentials for customer experience professionals: It's the CX professional's responsibility to ensure the RIGHT...

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