Whether you are seeking an engaging speaker who can energize your team about customer experience or you are organizing a strategic leadership event, Julia can help you spark change Customer Exp

This CX Mini Masterclass explains customer "Moments of Truth". Show host and customer experience expert, Julia Ahlfeldt, shares where the concept came from, and how you can use your understanding of Moments of Truth to improve customer journeys and fos...

This CX Mini Masterclass explains the role of leading and lagging indicators in measuring customer experience. Show host and customer experience expert, Julia Ahlfeldt, shares examples for how you can build a balanced view of customer experience with t...

This CX Mini Masterclass covers the concept of Customer Lifetime Value (CLV), how to calculate this, and why its an important metric for the CX profession. Show host and customer experience expert, J

Customer experience expert and industry pioneer, Jeanne Bliss, shares insights about the origins of the CX industry as well as where its going. Jeanne, also known as the godmother of customer experie

This CX Mini Masterclass explains a simple yet effective CX tool for driving customer-centric change and ensuring that business decisions support an organization's overall CX goals. Show host and customer experience expert, Julia Ahlfeldt,

This CX Mini Masterclass explores best practices for building a CX dashboard, a critically important tool for any CX program. Special guest and customer experience expert, Ben Motteram takes listeners through the benefits and uses of a CX dashboard,

This CX Mini Masterclass explains the importance of measuring digital customer experience and some of the most popular metrics for doing this. Show host and customer experience expert, Julia Ahlfeldt, provides an overview of what metrics and measures a...

This CX Mini Masterclass explains the importance of establishing empathy for the customer among all employees and 3 practical ways CX professionals can help teams do this. Show host and customer experience expert, Julia Ahlfeldt,

This CX Mini Masterclass covers a roundup of the key insights on CX metrics from previous episodes. Show host and customer experience expert, Julia Ahlfeldt, covers everything from the basic definitions of the most popular metrics to the strategies for...