Episode 38

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Published on:

14th Mar 2023

Customer Experience Strategy with Chris Wallace

In this episode of “It’s a Customer’s World” podcast, @Andy Murray is joined by @Chris Wallace, Co-Founder and President of @InnerView Group. Chris has a rich background as customer experience (CX) strategist and is frequently published in popular outlets including Harvard Business Review, Forbes, and Ad Age. 

In this show, Andy and Chris take a deep dive into customer experience strategy. Listen in to the full conversation as they define CX, why it is important for businesses today, the biggest challenges organizations face today in finding alignment around CX, and much more. 

Topics and Questions

00:00 Podcast Introduction

01:17 Introducing Chris Wallace

02:22 Getting started in Customer Experience (CX)

03:36 Defining CX

05:00 Identifying if a brand is truly customer centric

06:06 What are the greatest challenges in becoming customer centric today?

08:15 Where does CX live within an organization?

11:16 How to measure the impact of CX

14:38 How brands can listen and understand their customer

16:52 The importance of a human touch in CX

19:50 What is the most important aspect of CX?

23:23 Trying to understand consumer sentiment at scale

26:01 The strong correlation between company culture and CX

31:03 What is the role of technology in-store?

36:00 Companies that are currently excelling at CX

38:00 What does InnerView do for their clients?

40:52 What insights have been uncovered through the work of InnerView?

42:42 Advice for students and young professionals

Show Links

Chris Wallace: https://www.linkedin.com/in/christopherewallace/

InnerView Group LinkTree: https://linktr.ee/innerviewgroup

Andy Murray: https://www.linkedin.com/in/andrewlmurray/

bigQUEST LinkTree: https://linktr.ee/thebigquest


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About the Podcast

It's a Customer's World with Andy Murray
Equipped with more than 30 years of experience in retail, most recently as the Chief Customer Officer for Walmart Asda in the U.K., host Andy Murray is sharing his expertise through his new role as the founder and executive chair of the Customer Centric Leadership Initiative at the University of Arkansas Sam M. Walton College of Business. Now more than ever, retailers and brands are accelerating their quest to be more customer centric, but to be truly customer centric, it requires both a shift in mindset and ways of working, not just in marketing but in all parts of the organization. Through his initiative and this podcast series, Andy will be talking with practitioners, thought leaders, and scholars to hear their thoughts on what it takes to be a leader in today’s customer centric world.

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