Krista Roseberry

Customer Experience: What It Looks Like When It Works

Customer experience has come of age. It is now commonly accepted as a key differentiator right alongside product innovation, service and price. A lot has been written on the challenges and failures of CX. In this post, I focus on where CX works best w...

Execs Don’t Take Surveys

Let’s just be honest. C-level leaders don’t take a lot of web surveys. But that doesn’t mean that we don’t NEED their feedback. It also doesn’t mean they don’t WANT to share feedback. Without it, sometimes we’re looking at a very incomplete picture of ...

Customer Culture & Corey’s Story

During Walker's recent Customer Experience summit in San Diego, we focused on two major releases from Walker experts – Customers 2020 which looks...

Does your engineering org crave more from VoC?

If your engineering organization craves more granular customer insights, think about trying these 3 approaches - NPI Feedback – NPI stands for New Product Introduction....

Create a one-pager for your VOC program

In my last blog post, I talked about the "Before, During, and After" of good communication planning for Voice of the Customer programs. Digging...

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