Understanding,
uncomplicated.

The first step is to reach out via our website, and then we’ll connect you with a member of our sales team. Rest assured, you’re in good hands: every member of our sales team has years of XM experience. Your sales rep will reach out for an introductory (30 minute) call to tell you more about Walker—and learn more about you, too. Here’s what to expect on that first call:

• We’ll ask about your business and current situation.
• We’ll get a sense of your current listening architectures and what’s working for you so far.
• We’ll learn about your goals, and which business outcomes you’re trying to impact with XM.
• We’ll talk about the systems and internal owners that house your customer data.

If it makes sense to move forward, we’ll set up additional discovery calls to get even more information. At the end of all that discovery, we’ll put together a proposal and work with you to fine-tune our recommendations. And once that contract is signed, we hit the ground running—usually within a week.
 

We offer a wide range of solutions that we select and tailor to every client.

Customer Experience (CX)

• CX suite
• Digital experience analytics
• Contact center analytics
• Quality management + compliance
• Agent coaching
• Online reputation management
• Location experience hub
• Omnichannel XM
• Website + app feedback
• Customer surveys

Employee Experience (EX)

• EX suite
• Employee engagement
• Employee pulse
• Employee research
• Candidate experience
• Employee onboarding + exit
• 360° development feedback
• Continuous employee listening
• Employee retention analytics

Patient Experience (PX)

• PX
• Site of care
• CAHPS solutions
• Contact center experience
• Digital experience
• Integrating with your EMR
• Digital XM solutions for Telehealth
• EX
• XM for strategy and research
• Qualtrics AI
   

Most Walker engagements are customized to fit each client and their goals. We do have a few tried-and-true solutions that may be incorporated depending on need:

• Walker Loyalty Matrix™
• QuickLink
• Survey + dashboard cleanup
• Directory cleanup
• Data architecture
• Customer journey mapping
• Listening architecture
• Maturity assessments
   

Most of our clients contract with us via a deliverables model with a defined scope of work, but we do have options for ongoing support, including:

• Retainer: a set number of hours and months that a resource remains available.
• Staff augmentation: full time equivalent or part time equivalent Walker resource options that operate as an extension of your team.

We take data privacy and security very seriously with every client. Walker complies with all industry laws and regulations, including global data privacy regulations. We’re also qualified to support clients who leverage Qualtrics’ FedRAMP solution. For more about our data privacy approach, click here.

Every project is different, so every timeline is different, too. During the sales process, we’ll create a reasonable timeline that acknowledges the complexity of your situation and solutions. But don’t worry—we understand our clients’ dependencies and can take them into account right from the start. As part of your sales conversation, we’ll dig into any dependencies you might have and build our proposal that meets your deadlines as well as possible.

The resources we’ll need vary from client to client. We’ll customize and confirm them during our sales conversation. Typically, we’ll have both primary and secondary client roles, and the team looks something like this:

• Primary
  • Business owner
  • Project manager
  • Platform owner
  • Technical lead
• Secondary
  • Project sponsor
  • Third party systems admins