Leslie Pagel
Leslie Pagel
Leslie is responsible for incorporating the voice of Walker's customers into the solutions development process. To do this, Leslie spends the majority of her time interacting with Walker account teams, clients, and prospective clients to understand their business challenges. She coordinates several listening posts that are used to drive strong client relationships and enhance our consulting and technology capabilities.
What actions will have the greatest impact on your customers?
The “Big Three” customer expectations – Personalization, Ease, and Speed – came through clearly, but what actions are companies taking to meet the demands...
Storytelling – Two Essentials for Customer Experience Professionals
The customer experience (CX) local networking group in Indiana recently discussed the topic of storytelling. It is an important topic for any business professional,...
Engagement Tools – One Takeaway from CXPA Insight Exchange
The Customer Experience Professionals Association (CXPA) held its annual conference last week at the beautiful Arizona Biltmore in Phoenix. It was a sold-out event...
Engagement That Creates Action
It is one thing for an employee to say their company is customer-focused, but it’s completely different when customers say it. At EMC, this...
Creating Extraordinary Experiences from a Tsunami of Data
There are pieces of customer information lurking in every area of today’s companies and while there are a host of reasons to capture data,...
Mind-numbing Consistency and CX
Recently, my daughter's swim coach had a parent meeting. During the meeting he talked about one of his coaching philosophies, which the described as...
EMC – A company that gets it
When it comes to the application of customer experience strategies, companies tend to fall into one of three camps: Customer experience, huh? These companies are...
The ROCX (Return on Customer Experience)
There are a lot of ways to explain "Customer Experience." You can use analogies, comparisons, an elevator pitch...you get the idea. Regardless of your...
Working on your customer experience fitness
There is no doubt that more and more business-to-business companies are focused on creating a competitive advantage through the experiences they deliver to their...
Are Customer Engagement and Customer Experience the Same?
The short answer is, no.The Customer Experience is like an umbrella. It encompasses the interactions, feelings, and perceptions that customers have with a brand,...
What is customer engagement?
Customer engagement is a relatively new term in the Customer Experience world, but unlike survey metrics like NPS (Net Promoter Score), ACSI (American Customer...
An alternative to customer effort score
The Customer Effort Score (CES) appears to be the new shiny object among customer experience professionals. With the urgency to simplify products and services,...
Is your voice of customer program book smart or street smart?
The most effective voice of customer programs are book smart and street smart. Book smart programs emphasize things such as: Intense focus on the numbers.…
Customer experience professionals need to embrace a new way of thinking
Today, customers expect personalized service, the ability to customize products to serve their unique needs, and immediate gratification. Essentially, customers expect the company to know them, recognize...
One tip for using text analtyics for survey responses
Today, companies that implement relationship and transactional surveys often rely on text analytics to synthesize and analyze customer comments. When using text analytics with...
The need for speed
Speed is having a profound impact on companies. Take product innovation for example. The pace of innovation continues to accelerate giving customers more options...
The role of social media in CX
Social media can increase the value of CX by enriching the content, quality, and speed of insights delivered. However, before getting involved in social...
Progress, not perfection
The year 2020 will be here before we know it. Fortunately, Walker's Customers 2020 report offers insight into what B-to-B customer experience professionals can...
Customer experiences need a beginners mind
There are three significant shifts that are happening simultaneously creating the perfect storm for customer experience professionals (among many other professions). These are: Cloud Social…
Customers are effort averse too
Do you read the Harvard Business Review daily stat? Recently there was a stat about a phenomenon called "effort aversion." The stat is from an...