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S2E4: Matthew Oliphant // How to Actually Listen to Your Customers

Walk the Walk

Release Date: 09/26/2023

S2E6: Jake Sorofman // The Steel Thread of CX show art S2E6: Jake Sorofman // The Steel Thread of CX

Walk the Walk

This week, Andi and Jon speak with Jake Sorofman about how customer experience aligns throughout the entire company - from employee experience to sales through delivery. Jake Sorofman is Chief Marketing Officer of Visier. Previously, Jake was president of MetaCX, an early stage SaaS company transforming CRM and customer success with a platform for defining and measuring value in stakeholder relationships; CMO of Pendo, the leading product analytics and digital adoption platform; and chief of research at Gartner, where he advised and published on CMO and customer experience topics. His writing...

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S2E5: Bret Starr // How to Fix Everything in Sales & Marketing show art S2E5: Bret Starr // How to Fix Everything in Sales & Marketing

Walk the Walk

Bret Starr joins us this week in a fascinating talk about how and why marketing needs to change - and how better customer experience across the board is the answer. Grab : A Humble Guide To Fixing Everything In Brand, Marketing, And Sales Bret is founder and CEO of The Starr Conspiracy, an experience agency that has served thousands of tech companies around the world since 1999. Bret has dedicated his entire career to developing abundant employee, customer and shareholder experiences. He is an author, speaker and executive, but spends most of his time in the lab researching and creating...

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S2E4: Matthew Oliphant // How to Actually Listen to Your Customers show art S2E4: Matthew Oliphant // How to Actually Listen to Your Customers

Walk the Walk

This week, UX researcher Matthew Oliphant joins Jon and Andi to talk about how better understanding can lead to better UX. Matthew is the Head of Design and Research at Studio VO. He is an experienced design and research leader who has improved dozens of products and services in multiple industries, such as Healthcare, Financial Services, and Education.  He cares deeply about empowering humans to live with less suffering and more dignity—and does his best to make sure technology supports that goal rather than its usual hindrance. He loves coffee, motorcycles, and long walks off short...

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S2E3: Great CX is Based on Data & Discipline show art S2E3: Great CX is Based on Data & Discipline

Walk the Walk

Designing a business (product or service!) based on assumptions of what your customers like or dislike can be a huge misstep. Jon and Andi talk in this episode about how to ask great questions of your clients or customers, how to get to the heart of the problems they face, and how to prioritize those problems.

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S2E2: The Sales & CX Overlap show art S2E2: The Sales & CX Overlap

Walk the Walk

Far too many organizations overlook the importance of CX in their sales process -- and it shows. We talk a bit about brands that get it right, and how, as well as some missteps that put us off from the gate.

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S2E1: The New Customer show art S2E1: The New Customer

Walk the Walk

In this episode, we're talking about The New Customer, a report published last month discussing seven ways customers have "significantly changed" since the pandemic hit. Link to the report: 

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S2: Introducing Jon Jones, and Season 2 show art S2: Introducing Jon Jones, and Season 2

Walk the Walk

Welcome back to season 2 of Walk the Walk: where we continue to talk to leaders running values-based businesses.  Season 2 will feature a new cohost, Jon Jones, CEO of and focus on the role of CX in aligning with your values - both internally and externally.  Every interaction with a brand is an opportunity to make an impression - whether it’s on purpose or accidental. Great customer experience can improve all aspects of your business by intentionally fostering trust with every customer, in every interaction, every time. Want to win more deals? Customer experience. Higher...

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S1E10: Michelle Royal on Unleashing and Learning Innovation show art S1E10: Michelle Royal on Unleashing and Learning Innovation

Walk the Walk

The thing most innovative companies have in common is a deep understanding of their customer's needs. Michelle Royal knows; she's been helping companies unleash their innovative potential for nearly 20 years through her consultancy, Royal Innovation Design Group (RIDG).

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S1E9: Colin McIntosh on Building Value and Giving Back show art S1E9: Colin McIntosh on Building Value and Giving Back

Walk the Walk

Colin is the CEO and founder at Sheets & Giggles, a start-up that makes eco-friendly (and ultra comfy) bedding out of eucalyptus trees. Colin knew he wanted to found a business that could make an impact on his community and the earth, and he did it.

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S1E8:  Roger Germann on Guiding Principles and Pivoting in a Pandemic show art S1E8: Roger Germann on Guiding Principles and Pivoting in a Pandemic

Walk the Walk

As President & Chief Executive Officer of The Florida Aquarium, Roger Germann's leadership has been instrumental in guiding this Tampa attraction through some very difficult times.

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More Episodes

This week, UX researcher Matthew Oliphant joins Jon and Andi to talk about how better understanding can lead to better UX.

Matthew is the Head of Design and Research at Studio VO. He is an experienced design and research leader who has improved dozens of products and services in multiple industries, such as Healthcare, Financial Services, and Education. 

He cares deeply about empowering humans to live with less suffering and more dignity—and does his best to make sure technology supports that goal rather than its usual hindrance. He loves coffee, motorcycles, and long walks off short piers.