Decoding the Customer
Latest Episodes
How to measure customer experience impact: CX Mini Masterclass – E73
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
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
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
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
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
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
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
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
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
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...