Steven Walden
Steven Walden
Steven Walden is Director of Customer Experience at leading CX firm TeleTech Consulting (which includes Peppers and Rogers, iKnowtion and RogenSi). Steven is instrumental in efforts to develop the CX practice promoting thought leadership and CX community engagement and IP development. Prior to TeleTech he was Director of CX at Ericsson, developing their Experience Management Centre and also Head of Research specialising in emotion and journey mapping agency side.
Measuring Consumer Decision-Making Implicitly
Controversial, may be; different, absolutely. An increasing trend in research today is the use of Implicit techniques: see the Harvard University website https://implicit.harvard.edu/implicit or in...
How BPR and Six Sigma use the Voice of the Customer
Whilst it is true that the intent to include the customer is well established within process methodologies, the measurable output remains focused on customer...
The advantages and disadvantages of BPR and Six Sigma
In the CEM view consumers are not treated just as 'rational satisfied actors' but also possessing of emotional responses. Hence the measurement and understanding...
Getting to the heart of the matter
Effective Customer Experience Management is about understanding and measuring how clients and consumers 'intuitively' feel as they touch all moments of an experience. Yet...
Emotions: The Missing Ingredient to Improve Business Performance
As part of our series of expert interviews, Steven Walden (Principal Consultant and Head of Research at Beyond Philosophy), speaks to Dr Nigel Marlow...
Experience is Perception
About 25 years ago Lucozade changed their brand image from 'Lucozade aids recovery' to 'Lucozade replaces lost energy', shifting their target market from the...