Decoding the Customer

Decoding the Customer


Latest Episodes

How to measure customer experience impact: CX Mini Masterclass – E73
February 27, 2020

This CX Mini Masterclass explores practical ideas for how to measure customer experience impact beyond the usual-suspect CX measure like NPS and CSAT. From efficiency gains to market share growth, there are many options for CX professional to demonstra...

What is a customer advisory board: CX Mini Masterclass – E72
February 20, 2020

This CX Mini Masterclass explores the concept of a customer advisory board (aka customer advisory council) as a Voice of Customer methodology that can yield incredibly rich insights and strengthen relationships with influential customers.

Ideas to improve customer experience: interview with Sue Brady – E71
February 13, 2020

VP of Marketing and Customer Engagement at HUGHES, Sue Brady, shares insights about her team's CXNow! program, an innovative approach to unearthing ideas to improve customer experience. Sue and show host, Julia, discuss the genesis for the program,

How rituals fortify customer experience as a competitive advantage: CX Mini Masterclass – E70
February 06, 2020

This CX Mini Masterclass explores the concept of organizational rituals and the role they play in reinforcing culture and strengthening customer experience as a competitive advantage. Show host and customer experience expert, Julia Ahlfeldt,

The customer promise clarifies “What is great customer experience”: CX Mini Masterclass – E69
January 30, 2020

This CX Mini Masterclass defines the concept of the Customer Promise and explores why it's important for organizations to define "What is Great Experience" in the context of their brand. Show host and customer experience expert, Julia Ahlfeldt,

How rewards and recognition can foster customer excellence: CX Mini Masterclass – E68
January 23, 2020

This CX Mini Masterclass explores employee reward and recognition programs as an important driver of team culture. Show host and customer experience expert, Julia Ahlfeldt, explains the different types of recognition programs and how these can help ral...

Internal and external marketing of customer experience: CX Mini Masterclass – E67
January 16, 2020

This CX Mini Masterclass explores the importance of marketing customer experience, both externally to customers, as well internally to employees. Show host and customer experience expert, Julia Ahlfeldt, shares some practical tips and ideas for how you...

Creating a unified customer experience culture: CX Mini Masterclass – E66
January 09, 2020

This CX Mini Masterclass explains why HR strategy underpins culture and how CX professionals can engage HR to foster a unified customer experience culture. Show host and customer experience expert, Julia Ahlfeldt,

The Customer-Centric CEO: interview with Diego Gabathuler – E65
January 02, 2020

CEO of Ivoclar Vivadent, Diego Gabathuler, shares his perspective on what it means to lead a customer-centric business. Diego and show host, Julia, discuss why he’s become such an ardent supporter of customer experience,

AI and Customer Experience: CX Mini Masterclass – E64
November 28, 2019

This CX Mini Masterclass provides an overview of artificial intelligence and its emerging role in CX management. Show host and customer experience expert, Julia Ahlfeldt, shares some of the highlights from her 2019 keynotes talks on the topic of AI and...