How to Start Building a Customer Ambassador Program

A few weeks ago, I returned to my car from a trip inside Lowe’s one Saturday morning to find a reusable Subaru bag hanging on the side mirror of my Subaru Outback. Like a child on Christmas morning, I opened the bag inside my car to find all kinds of Subaru swag, Subaru magazines and

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Looking to Increase CX Visibility with Executives? Try a Journey Map.

Customer experience is currently a great industry to be a part of. Why? Executives are increasingly pointing to customer experience as the primary way they intend to differentiate in the marketplace. Like never before, CX leaders are in demand. That said, it is important for CX professionals to stay aligned to executive needs and to

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The Analytical Leader: The Importance of Being Persuadable

Overview One highly recommended skill for effective leaders is persuasion – the ability to move others toward a position they don’t currently hold. Persuading others is a critical skill in all aspects of one’s life, but great leaders must also be persuadable – actively seeking alternative perspectives and evidence. Being an Analytical Leader I recently contributed

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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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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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