Decoding the Customer

Decoding the Customer


Latest Episodes

Prioritizing customer journey improvement: CX Mini Masterclass – E54
September 19, 2019

This CX Mini Masterclass provides a simple and straightforward approach to prioritizing customer journey improvements. Show host and customer experience expert, Julia Ahlfeldt, explains why this is an important step for fostering organizational alignme...

Customer experience KPIs: CX Mini Masterclass – E53
September 12, 2019

This CX Mini Masterclass provides an overview of customer experience KPIs and how these can be used to foster organizational alignment. Show host and customer experience expert, Julia Ahlfeldt, explains the role of KPIs in driving accountability,

Electricity and customer-centricity: interview with Chris Ahlfeldt – E52
September 05, 2019

Energy industry expert, Chris Ahlfeldt, shares his insights on how the energy industry is handling customer-centricity and the world of empowered consumers. Chris and show host, Julia, discuss how the electricity industry is changing,

The basics of B2B CX: CX Mini Masterclass – E51
August 29, 2019

This CX Mini Masterclass provides an overview of what makes experience management unique for organizations in the business to business space. Show host and customer experience expert, Julia Ahlfeldt, explains the fundamentals of B2B CX,

CX in Government: CX Mini Masterclass – E50
August 22, 2019

This CX Mini Masterclass explores 3 trends that are on the rise with how governments are embracing CX practices. Special guest and CX thought leader Stephanie Thum speaks about how this trend is gaining global momentum,

What is customer success: CX Mini Masterclass – E49
August 14, 2019

This CX Mini Masterclass explains customer success within the context of customer experience. Show host and customer experience expert, Julia Ahlfeldt, explains the typical function of B2B customer success teams,

CX change management in action: CX Mini Masterclass – E48
August 08, 2019

This CX Mini Masterclass demonstrates what CX change looks like in action. Special guest and CX thought leader Nate Brown makes the case for why CX professionals must become proficient in change management methodologies.

Positivity as a key to exceptional customer experience: interview with Matt Prowse – E47
August 01, 2019

Matt Prowse, director of Customer Experience at IAG, Australia's largest insurer, shares his experience leveraging positivity to rally teams around the customer. Matt (aka "the happiest man in insurance") and show host,

Moments of Truth: CX Mini Masterclass – E46
July 25, 2019

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...

Changing how we think about customers: CX Mini Masterclass – E45
July 18, 2019

This CX Mini Masterclass makes the case for why CX practitioners need to help flip the script on how organizations think about customers. Special guest and CX thought leader Stephanie Thum provides practical tips on how to influence the way that teams ...