A resource for customer experience (CX) and experience management (XM) professionals.
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Episodes tagged “CX Now”

Predicting the Future

Predicting the Future

Released: November 29, 2022 • Episode #244

The data companies collect can be valuable in providing insights into the past and current behaviors of customers. But that data can also be useful in predicting trends and behaviors in the future. Continuing the series "CX Now: Eight Essential Themes Driving CX Evolution," host Steve Walker welcomes Dr. Troy Powell for a discussion on how companies can use their customer data to perform predictive analysis using A.I., natural language processing, and other tools to anticipate customer needs and actions.

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The Three Levels of Personalization

The Three Levels of Personalization

Released: November 8, 2022 • Episode #241

Designing ways to personalize the customer experience is essential. But there are different levels in which personalization can be executed: reactive, selected customer, and proactive. And customer experience programs that are not fully executing on personalized experience could be dropping the ball. In the second episode of our series "CX Now: Eight Essential Themes Driving CX Evolution," Steve Walker welcome Saari Gardner, vice president of advisory and managed services at Walker for a discussion on way companies can take their personalization efforts to the next level.

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