Category

Podcasts

Podcasts
July 10, 2018

Keeping customer experience simple: interview with Capitec Bank – E09 Part 2

In part one of my interview with Capitec Bank’s team, I spoke with Charl Nel…
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Podcasts
July 10, 2018

The art of customer listening: interview with Capitec Bank – E09 Part 1

I recently interviewed Charl Nel and Shaun Ray from Capitec Bank, one of the Big…
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Podcasts
June 27, 2018

An honest and practical guide to customer experience: interview with Ian Golding – E08

While the term CX was first coined in 1998, it’s only really taken off in…
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Podcasts
March 20, 2018

When a voice is the face of customer experience: interview with Marianthi Dickie – E07

In today’s world, so many of our consumer interactions happen remotely. As banking, retail and…
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Podcasts
February 14, 2018

Solving 99 customer problems: interview with Multichoice SA – E06

This episode of Decoding the Customer explores how Multichoice, Africa’s largest satellite TV provider, ignited…
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Podcasts
November 28, 2017

The role of compassion in customer experience: interview with Laura Jack – E05

 Understanding the perspectives of others and making decisions within this context is the foundation good…
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Podcasts
October 26, 2017

Executive champion for the customer mandate: interview with Michelle Beetar, Chief Customer Officer at Cell C

In 2016, the South African telecommunication firm, Cell C, hired Michelle Beetar as their first…
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Podcasts
October 2, 2017

CX excellence in action: Interview with Airbnb’s Desirree Madison-Biggs – E03

Airbnb customer experience is truly something different. The brand is one of my favorite examples…
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Podcasts
September 19, 2017

Innovation, disruption and staying relevant in the Age of the Customer: interview with Roger Norton – E02

In August 2017, I had the opportunity to speak with Roger Norton about fintech disruption…
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Podcasts
August 21, 2017

Driving patient-centric change: insights from Mediclinic SA – E01

Kevin Seaman, Patient Experience Manager at Mediclinic South Africa, shares the catalysts for their patient-centric…
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