Decoding the Customer

Decoding the Customer


Latest Episodes

Rebroadcast of Moments of Truth: CX Mini Masterclass – E46
September 03, 2020

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...

Rebroadcast of Measuring customer experience through leading and lagging indicators: CX Mini Masterclass – E32
August 20, 2020

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...

Rebroadcast of Calculating Customer Lifetime Value: CX Mini Masterclass – E22
August 06, 2020

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

Conversation with the godmother of customer experience: interview with Jeanne Bliss – E90
June 25, 2020

Customer experience expert and industry pioneer, Jeanne Bliss, shares insights about the origins of the CX industry as well as where it’s going. Jeanne, also known as the godmother of customer experience, provides listeners with a unique window into he...

Customer impact scorecard: CX Mini Masterclass – E89
June 18, 2020

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,

How to build a world class CX dashboard: CX Mini Masterclass – E88
June 11, 2020

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,

Measuring digital customer experience: CX Mini Masterclass – E87
June 04, 2020

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...

3 ways to foster empathy among teams: CX Mini Masterclass – E86
May 28, 2020

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,

The ultimate guide to customer experience metrics: CX Mini Masterclass – E85
May 21, 2020

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...

3 tips for balancing consistent customer experience and technology innovation: CX Mini Masterclass – E84
May 14, 2020

This CX Mini Masterclass comes directly from a listener request about how organizations can ensure that CX is protected, even as customers and companies move to more reliance on technology. Show host and customer experience expert, Julia Ahlfeldt,