Ilenia Vidili, founder of the Smarter Crew, shares her insights on emerging consumer trends, including how mobile devices are transforming customer journeys, the importance of experience personalization and the role of tech in experience innovation.

This CX Mini Masterclass provides in-depth insight about Net Promoter Score (NPS). Show host and customer experience expert, Julia Ahlfeldt, sheds light on why this metric receives so much heat, explains some common pitfalls with its use,

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...

This CX Mini Masterclass provides an overview of 3 of the most common customer experience metrics currently in use among businesses: Customer Satisfaction (CSAT), Net Promoter Score (NPS) and Customer Effort Score (CES).

Bill McDonald, CEO of the Arvida Group, shares his insights on translating customer value into business value within the context of the retirement community industry. Bill and show host Julia discuss how consumer needs evolve with generations,

This CX Mini Masterclass provides an overview of customer experience strategy. What may seem like an abstract concept is actually rooted in tangible fundamentals. Special guest Ben Motteram clarifies CX strategy,

This CX Mini Masterclass explains the difference between CX measures and metrics, as well as how these can be leveraged to demonstrate CX business value. Special guest and CX thought leader Diane Magers clarifies these concepts and their role in custom...

This CX Mini Masterclass explains the relationship between employee experience and customer experience. Show host and customer experience expert, Julia Ahlfeldt, shares 3 examples of the tangible links between EX and CX.

Adrian Swinscoe, customer experience thought leader, Forbes contributor, and business advisor provides his perspective on finding the balance between humans and tech in delivering CX. Adrian and Julia discuss what it takes to achieve customer delight i...

This CX Mini Masterclass includes actionable tips for influencing customer centric change from show host and customer experience expert, Julia Ahlfeldt. Customer experience strategy must be supported by the business in order to take hold.