Decoding the Customer was created by Julia Ahlfeldt as a forum for sharing ideas, best practices and success stories from the field of customer experience (CX). The podcast includes interviews with global CX experts, as well as in-depth profiles of customer experience champions who have been “fighting the good fight” to drive customer-centric change.

The podcast often explores the issues facing businesses in emerging economies and how the CX strategies created in established markets, such as the US and Europe, can be adapted to different environments.

Julia produces 1-2 podcast episodes per quarter. Select your preferred subscription option to receive notification when new episodes go live.

To suggest an episode topic, book Julia as a speaker or find out more about how CX consulting services can help your business, email


Episode 01

Episode 02

Episode 03

Episode 04

Episode 05

Episode 06