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,

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,

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,

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,

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,

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.

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,

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...

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 ...

This CX Mini Masterclass explains the role of change management in customer-centric business transformation, and why CX practitioners need to hone their skills in this competency. Special guest and CX thought leader Diane Magers provides an overview of...