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

It Starts with the Customer

It Starts with the Customer

Released: November 16, 2021 • Episode #192

As a CX leader it is important to better understand and promote the customer experience field within your company. Regardless of profession, there are certain traits and skills common to leaders. But what leadership traits are important specifically to customer experience professionals – what qualities of leadership should you prioritize? Host Steve Walker welcomes Lambert Walsh, senior vice president of customer success at DocuSign, the agreement cloud company, for a discussion on the traits of customer experience leaders.

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Wear Comfortable Shoes

Wear Comfortable Shoes

Released: November 12, 2019 • Episode #92

Immersive experiences can be a powerful tool to demonstrate the customer experience, but for patients at a hospital, it can be impactful - and emotional - for the leadership of an organization. Guest host Pat Gibbons welcomes guest Karen Cernock from Indiana University Health to discuss how an immersive experience for their board developed into a program throughout the organization.

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