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,

Customer experience transformation expert and Director of Experience Analytics at Magellan Health, Jennifer Wright, shares insights on CX in the age of Covid 19 and beyond. Jennifer leverages her knowledge of consumer behavior and experience as a CX le...

This CX Mini Masterclass explains customer touchpoint maps, how these differ from journey maps, and their place in the CX professional's toolbox. Show host and customer experience expert, Julia Ahlfeldt, breaks down what a touchpoint map is (and is not...

This CX Mini Masterclass explores the benefits of interviews as an effective approach to gain customer insight. Special guest and CX thought leader Stephanie Thum shares when and where this Voice of Customer (VOC) strategy can be most useful,

Seasoned CX leader and Customer Experience Design Partner with Verizon Business Group, Michelle Morris, shares insights from her rich and varied career in customer experience. Michelle helped shape one of the earliest formalized customer experience org...

This CX Mini Masterclass explores 3 low-cost unique customer experience research methodologies. Show host and customer experience expert, Julia Ahlfeldt, explains the benefits of expanding VOC efforts beyond the survey and focus group,

This CX Mini Masterclass explains CX maturity models, what they are and how to leverage them. As organizations work towards their customer-centric objectives, they need to find ways of measuring, evaluating and charting their progress.

This CX Mini Masterclass explores how organizations can leverage social media as a rich source of Voice of Customer (VOC) insight. It can be frustrating for brands to have their journey pain points laid bare for the entire internet to see,

This CX Mini Masterclass looks at the practical realities of managing the customer journey in time of crisis. Interactions during a crisis can be the ultimate moment of truth for the customer, but experiences will only strengthen loyalty if brands have...

This CX Mini Masterclass explains the concept of the Voice of Customer (VOC) Feedback Loop and why this is important for customer journey optimization. It's one thing to map the customer journey, it's another to improve customer experiences on an ongoi...