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

Customer experience and employee experience are typically separate programs run by different departments. However, what if they were more in sync? Join guest host Steve Walker of the CX Leader Podcast along with a guest panelists Troy Powell, Jennefer Pursifull, and Ryan Willis for advice and examples that show how CX and EX can be integrated - all in service of creating more engaged employees and loyal customers.

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Back to School

Back to School

Released: November 2, 2021 • Episode #190

Countless guests on this podcast have described how their careers were steered into the space of customer experience. It has been a common theme that they never went to college exclusively to study CX because there were no such degree programs. Recently there has been a greater effort to remedy that problem, proving once again that it’s never been a better time to be a customer experience pro. Guest host Troy Powell welcomes Dr. Tom DeWitt, faculty at Michigan State University and director of CXM@MSU who is also spearheading the creation of a degree program in CX management.

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Effectively Combining CX and EX

Effectively Combining CX and EX

Released: September 14, 2021 • Episode #183

The importance of the employee engagement has been featured on this podcast throughout several episodes. And while there is a strong connection between engaged employees and engaged customers, the two programs are typically separate. Employee experience is run by HR, customer experience is run by CX pros, and the two typically don’t interact much. However, that seems to be changing and experience management leaders are seeing applications for the two to come together. Guest host Pat Gibbons welcome back Troy Powell for a discussion about Walker's new report, "Effectively Combining CX and EX."

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Turn Back Time… Again!

Turn Back Time… Again!

Released: July 6, 2021 • Episode #173

It’s that time of year when producer Chris Higgins takes a moment to look back on some of the excellent advice from past guests on The CX Leader Podcast. Having covered a variety of topics from mystery shopping, CX in government, and even how one of the “happiest places on earth” executes their customer experience, there's a vast number of "take home value" segments to choose from, but this episode focuses on four particularly insightful tips for CX leaders.

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The ROI of Customer Experience: Part 2

The ROI of Customer Experience: Part 2

Released: March 9, 2021 • Episode #156

Customer experience pros are often tasked with proving the ROI of CX within an organization. Utilizing experience data – or “X-data” – combined with operational data – or “O-data” – can be an effective tool in proving ROI of your CX efforts. In part 2 of exploring the ROI of CX, host Steve Walker welcomes Troy Powell and Brad Harmon from Walker to discuss practical ways to use X- and O-data to prove the return on your customer experience efforts.

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The ROI of Customer Experience: Part 1

The ROI of Customer Experience: Part 1

Released: March 2, 2021 • Episode #155

Customer experience pros are often tasked with proving the ROI of CX within an organization. Utilizing experience data - or "X-data" - combined with operational data - or "O-data" - can be an effective tool in proving ROI of your CX efforts. Host Steve Walker welcomes guests Troy Powell and Brad Harmon from Walker to discuss the findings in Walker's new report "Deliver More Value with X- and O-data" and how CX pros can make the case for customer experience.

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Next-Level CX

Next-Level CX

Released: September 1, 2020 • Episode #131

In their latest report, "Next-Level CX for B2B Companies," Walker teamed up with the Qualtrics XM Institute to assess the current state of B2B CX. Host Steve Walker welcomes back guest Dr. Troy Powell to discuss the report, highlighting findings of low CX maturity in B2B companies, and how CX leaders can align CX programs and design truly exceptional customer experiences.

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Voice of the Customer through the Employee

Voice of the Customer through the Employee

Released: April 14, 2020 • Episode #112

Companies are often hesitant to actively seek feedback during crisis situations and that can affect your customer listen programs. But there are ways in which employees can be a source of customer insights. Host Steve Walker welcomes back Dr. Troy Powell, vice president of strategy as Walker, to discuss how a voice of the customer through the employee program, or "VOCE," can continue to provide a means to listen to customers without actively soliciting feedback from customers.

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Flying Cars and Hoverboards

Flying Cars and Hoverboards

Released: February 18, 2020 • Episode #104

Several years ago, many companies made predictions on the state of the customer experience industry. Walker was no exception, having published a widely referenced report, “Customers 2020.” Now having reached that milestone year in CX, guest host Pat Gibbons and CX thought-leader and Walker’s vice president of strategy and analytics discuss what was covered in that report, highlighting predictions that came true, those that didn’t, and covering what was missed altogether.

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