This CX Mini Masterclass explores some of the most pervasive missteps that organizations make with their CX metrics. Special guest and CX thought leader Stephanie Thum shares 4 of the most common pitfalls and their consequences.

This CX Mini Masterclass explores the importance of human experience and why brands need to ensure that their promise is delivered to all stakeholder, not just customers. Special guest and CX thought leader, Pierre Daems,

User experience design expert, Jacques Oberholzer, shares his insights on UX and how businesses are dealing with today's digitally savvy customers. Jacques and show host, Julia, discuss the evolution of the field of user experience,

This CX Mini Masterclass explores the key components of a successful CX program. There might not be a one-size-fits-all approach for CX management, but there are common threads among global best practices. Special guest Ben Motteram takes listeners thr...

This CX Mini Masterclass provides step by step instructions for how to develop a service blueprint, a key tool for any CX team embarking on service design. Show host and customer experience expert, Julia Ahlfeldt, explains what a service blueprint is,

This CX Mini Masterclass provides an overview of service design and why this is important for teams that are working on customer journey improvement. Show host and customer experience expert, Julia Ahlfeldt,

This CX Mini Masterclass provides an overview of design thinking and how this methodology can be used to craft new experiences, refine journeys or build solutions around the needs of other stakeholders. Show host and customer experience expert,

This CX Mini Masterclass provides clarity on the difference between user experience (UX) and customer experience (CX). Show host and customer experience expert, Julia Ahlfeldt, provides a definition of each and then explains the roles of CX vs.

This CX Mini Masterclass explores how leaders can champion the customer mandate. Great customer experience starts with the goals, data and a vision. Special guest and CX thought leader Stephanie Thum shares practical tips on on how to kick start CX ali...

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...