The Analytical Leader: Understanding Customer Experience Requires Thick Data

Overview Thick Data provides insight into people’s emotions, motivations and ways of thinking. For our organizations to have a realistic view of the marketplace and our customers, CX leaders need to provide and advocate the use of Thick Data to supplement operational Big Data insights. This allows companies to challenge the status quo and reveal game-changing

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CX Storytelling – Bring the Right Attitude to Your Next Presentation

Just picture your audience in their underwear. This is common advice given to someone who is nervous about public speaking. Taking it a step further, it is said that Winston Churchill overcame his fear of speaking by picturing his audience naked. It may have worked for him, but I think it’s way too creepy. CX

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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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Progress Toward 2020 – The Research

Walker’s most recent Customers 2020 research was conducted in four phases, occurring mostly sequentially. Each phase had specific objectives based on the learning from the prior phase. Phase 1: Input from our research advisors. As mentioned previously, we involved six senior-level customer experience (CX) leaders to guide this research. We started with a group discussion...

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