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  • 3 Ways to Tell Your CX Program Needs an Update
    3 Ways to Tell Your CX Program Needs an Update
    Luke Williams, Head of CX Strategy @ Qualtrics & Troy Powell, VP of Customer Solutions @ Walker Recorded: Feb 20 2019 58 mins
    One of the main reasons customer experience (CX) programs fail is because they were not designed with change and innovation in mind. In order for your CX program to successfully drive new value, periodically upgrading your program is essential.

    In this webinar, Luke Williams (Qualtrics) and special guest Dr. Troy Powell (Walker's VP of Customer Solutions) share their tips and tricks on bringing evolution to the CX Management lifecycle.

    What you'll learn from this webinar:
    * How to tell when your CX program needs an update
    * General frameworks you can use to execute your upgrade
    * Common obstacles you'll face on the road to a more effective CX program
  • Linking CX Metrics to Share of Wallet
    Linking CX Metrics to Share of Wallet
    Luke Williams Recorded: Feb 7 2019 25 mins
    Join NY Times Bestselling author, Luke Williams, and learn simple tricks about linking customer experience metrics to share of wallet. You'll learn:

    5 customer experience metrics you should be tracking: The traditional metrics we track are important, but we have to broaden our metric set to accommodate our new measurements and the financial metrics they predict.

    The progress and the problem with customer experience metrics: The customer experience movement has come a long, long way. We understand customers better than ever before, but we still struggle with linking data to predictable outcomes at scale.

    The discovery of the Wallet Allocation Rule and what it means: A simple mathematical discovery has unlocked the formulaic connection between traditional customer experience metrics and real financial outcomes with just simple adjustments to how we measure and think about customer experience.

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