Steve Walker: Guiding CX Excellence Through a Legacy in Experience Management

In the world of Customer Experience (CX) leadership, few names resonate with as much authority and innovation as Steve Walker's. As the torchbearer of the Experience Management (XM) services firm, Walker has not only navigated strategic evolutions but has also redefined industry standards through his unwavering dedication to excellence. With a steadfast belief that exceptional experiences are the cornerstone of success, Walker has cultivated a culture where clients transcend competition by elevating every facet of stakeholder engagement.

Beyond corporate corridors, his influence extends to the digital airwaves, where he orchestrates insightful dialogues as the co-creator and esteemed host of the acclaimed podcast, The CX Leader. Collaborating with colleague Jeff Marr, Walker authored the pioneering work "Stakeholder Power" in 2001, a visionary piece that anticipates and shapes the contours of modern Experience management. Yet Walker's impact transcends the professional sphere, as evidenced by his tireless commitment to community service and leadership roles in esteemed organizations.

The Walker Information Difference in Experience Management

Walker Information is a distinguished Experience Management (XM) firm renowned for its comprehensive array of services aimed at enhancing customer experiences. Embedded within its history is the tale of a visionary young woman who, back in 1939, embarked on door-to-door surveys, sowing the seeds for what would blossom into a pioneering market research enterprise. Today, under the astute leadership of Steve Walker, the company remains steadfast in its commitment to innovation and client satisfaction.

As a full-service XM firm, Walker Information boasts a cadre of seasoned experts specializing in technology services, end-to-end managed solutions, and strategic consulting. Their collaborative approach ensures tailored strategies that drive tangible results for their esteemed clients.

The enduring legacy of Walker Information speaks volumes about the relevance of their solutions, the ingenuity of their methodologies, and the loyalty of their clientele. While they take pride in their storied past, their gaze is firmly fixed on the horizon, where they aspire to achieve even greater milestones for their clients.

In tandem with Steve Walker, Walker Information embodies an ethos grounded in integrity, innovation, and an unwavering commitment to excellence. Those who choose to partner with them are certain to experience the Walker Information difference, where solid values converge with an unparalleled dedication to client success.

The Dynamic Partnership of Walker and Qualtrics

In today’s business landscape, Customer Experience (CX) has transcended its status as a mere operational facet to emerge as a pivotal strategic driver. Executives across industries recognize its potential to confer a potent competitive edge, yet the journey toward CX success remains beset with challenges, often characterized by sluggish progress and limited impact.

In response to this imperative for swifter, more impactful CX outcomes, Walker and Qualtrics have joined forces, heralding a collaboration that marries world-class professional services with the cutting-edge Qualtrics experience management platform. This formidable alliance is poised to revolutionize CX initiatives, delivering superior results at an accelerated pace.

The Strength of the Qualtrics Partner Network (QPN)

Recognizing the evolving demands of the CX market, Qualtrics established the Qualtrics Partner Network (QPN), an extensive ecosystem comprising over 300 companies distinguished by their profound industry knowledge, expertise, and insights. As a charter member of the QPN, Walker stands among the elite cohort of 12 original partners unveiled with the network's inception in 2018.

Why Walker? Why Qualtrics?

The synergy between Walker and Qualtrics was evident from the outset. With a rich history spanning over 80 years, Walker has cultivated a reputation as a premier professional services firm, boasting extensive experience across diverse client portfolios. While initially rooted in market research, Walker swiftly pivoted to embrace the burgeoning domains of customer satisfaction, loyalty, and experience management. Their foray into web-based survey and reporting tools positioned them as trailblazers in the industry.

Choosing Excellence: The Qualtrics Advantage

Amidst a proliferation of technology solutions, Walker remained steadfast in prioritizing their core expertise in professional services. Recognizing the need for a strategic technology partner, Walker's leadership conducted a thorough market assessment, ultimately selecting Qualtrics for their unparalleled tools, strategic vision, and collaborative ethos. Today, this alliance between Walker and Qualtrics empowers over 1,500 clients with a comprehensive suite of technology tools, professional services, and expert guidance, propelling them toward CX excellence with unprecedented momentum.

Walker's Comprehensive Service Portfolio

Walker offers a diverse array of services tailored to meet the unique needs of each client. From seamless program launches to intricate custom deployments, their expertise spans the spectrum, ensuring optimized utilization of the Qualtrics platform. Services encompass Qualtrics training and support, bespoke survey and dashboard construction, meticulous close-the-loop case management, automated contact list handling, seamless data integrations, and personalized distribution reporting, among others. Each service is meticulously crafted to empower clients with the tools and insights necessary to drive CX success.

Holistic Program Management

For organizations looking for all-inclusive program management solutions, Walker presents a flexible professional services model designed to streamline operations and enhance program efficacy. From meticulous program planning and scheduling to intricate sample plan design and management, their offerings span the entire program lifecycle. Services include survey design and validation, the establishment of CX metrics and KPIs, multilingual survey translations, sophisticated hot alerts and closed-loop design, advanced causal modeling, and comprehensive report system development. With a keen focus on action planning and initiative tracking, Walker ensures that clients are equipped with the strategic guidance needed to realize their CX objectives.

Strategic Program Advisory

At the pinnacle of their service portfolio lies Walker's strategic advisory solutions, aimed at guiding organizations towards the establishment of a world-class customer experience management practice. Through meticulous CX readiness and maturity assessments, they provide invaluable insights to inform strategic decision-making. Services extend to listening architecture design, comprehensive journey mapping, executive interviewing, CX governance structuring, communication services, culture development initiatives, bespoke workshops, and targeted CX advisory services. With a commitment to excellence, Walker empowers clients to cultivate a customer-centric culture and drive sustained CX innovation.

Walker's Adaptive Approach to CX

Recognizing the unique nature of each organization's CX journey, Walker adopts a client-centric approach, meeting them precisely where they stand. With a steadfast commitment to propelling businesses to their next CX milestone, Walker leverages a wealth of expertise and practical know-how to guide clients towards success. Their service offerings are structured across four distinct levels, each meticulously tailored to suit varying client requirements:

Standard Service: For companies seeking to swiftly onboard the Qualtrics platform, Walker offers essential guidance to facilitate independent navigation and implementation.

Guided Support: Clients in need of hands-on assistance benefit from Walker's collaborative approach, working in tandem to construct and deploy CX programs for actionable insights.

Advanced Consultation: Organizations desiring comprehensive program development entrust Walker to take the lead, providing expert consulting to revamp existing approaches and drive sustained value from high-impact insights.

Managed CX Programs: For clients seeking dedicated support, Walker offers fully managed CX services, deploying specialized experts to orchestrate and oversee programs across the organization.

Driving Business Acceleration with Unrivaled Solutions

Aligned with the shared mission of driving accelerated CX outcomes, Walker and Qualtrics adhere to four guiding principles aimed at expediting ROI and fostering organizational growth:

Client-Centric Focus: Through collaborative engagement, Walker ensures solutions are precisely tailored to meet the unique needs of each client, fostering a partnership grounded in mutual success.

Rapid Deployment: Leveraging agile methodologies, Walker expedites program deployment, seamlessly integrating existing customer data to minimize downtime and accelerate time-to-value.

Expertly Guided Progression: With meticulous planning and expert guidance, Walker navigates clients through their CX journey, delivering tailored solutions and invaluable insights to maximize impact and mitigate common challenges.

Swift Results Delivery: Driven by a relentless pursuit of excellence, Walker focuses on swiftly maturing CX and Employee Experience (EX) strategies, delivering measurable results that drive organizational transformation.

Empowering CX Excellence: A Path Forward with Walker and Qualtrics

In Customer Experience (CX), the journey towards excellence demands a blend of innovation, expertise, and unwavering commitment. As organizations navigate the complexities of today's business landscape, the partnership between Walker and Qualtrics emerges as a beacon of hope, offering a transformative path forward.

With a committed focus on tailored solutions and client-centric principles, under the visionary leadership of Steve Walker, Walker's adaptive approach ensures that every organization, regardless of its stage in the CX journey, receives the guidance and support needed to thrive. Paired with Qualtrics' cutting-edge platform, this collaboration transcends traditional boundaries, driving accelerated results and propelling businesses towards sustained success.

As the CX landscape evolves, the partnership between Walker and Qualtrics, guided by Steve Walker's vision and expertise, stands poised to redefine industry standards, empowering organizations to harness the power of exceptional experiences and unlock their true potential. With a shared vision and a commitment to excellence, they pave the way for a future where every interaction leaves a lasting impression and every customer journey is a testament to the transformative power of CX innovation.

Leading Experience Management Excellence

Steve Walker, the third-generation leader of an Experience Management (XM) firm, has guided strategic transformations and championed the belief that exceptional experiences are essential for all. As CEO and chairman, his impact extends from corporate strategy to community leadership. Through initiatives like The CX Leader Podcast and co-authoring influential books, Walker's influence resonates far beyond boardrooms, shaping the discourse on Experience Management.

“We accelerate your success by delivering flawless platform implementation, custom technology services, flexible CX and EX programs, and expert advisory services — all to accelerate your success.”