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I launched Decoding the Customer in 2017 to create a platform for me and my guests to share our thoughts around the topic of Customer Experience. Over the years I’ve interviewed leaders in their fields such as Andrew Smith from Yuppiechef, Iain Meaker from Comair and Luisa Mazinter from TymeBank.
Podcast: Play in new window | Download (Duration: 9:21 — 9.2MB)
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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 the right mix of CX metrics and measures. If you are wondering how to move beyond a one-metric view of CX, this episode is for you.
Podcast: Play in new window | Download (Duration: 7:01 — 7.1MB)
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This CX Mini Masterclass covers the concept of Customer Lifetime Value (CLV), how to calculate this, and why it’s an important metric for the CX profession. Show host and customer experience expert, Julia Ahlfeldt, will help you understand how to leverage CLV to demonstrate the ROI of customer experience and foster buy-in for customer-centric strategy.
Podcast: Play in new window | Download (Duration: 9:17 — 9.1MB)
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This CX Mini Masterclass explains a simple yet effective CX tool for driving customer-centric change and ensuring that business decisions support an organization’s overall CX goals. Show host and customer experience expert, Julia Ahlfeldt, explains the customer impact scorecard, how to build one and then how to use it to ensure that business changes work for – not against – CX. Julia also shares some news about a planned hiatus for the show. If you’re looking for a practical approach to help cross functional teams stay the course towards shared customer experience goals, then this episode is for you. Read More
Podcast: Play in new window | Download (Duration: 9:54 — 9.7MB)
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This CX Mini Masterclass explores best practices for building a CX dashboard, a critically important tool for any CX program. Special guest and customer experience expert, Ben Motteram takes listeners through the benefits and uses of a CX dashboard, he provides insights on how to build one with the end user in mind, and he also speaks about how best to distribute your dashboard once it’s up and running. If you’re looking for a one stop shop for expert guidance on why and how you should build a CX dashboard, then this episode is for you. Read More
Podcast: Play in new window | Download (Duration: 33:14 — 31.1MB)
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Customer experience expert and industry pioneer, Jeanne Bliss, shares insights about the origins of the CX industry as well as where it’s going. Jeanne, also known as the godmother of customer experience, provides listeners with a unique window into her career path from becoming one of the first Chief Customer Officers, to founding the CXPA and becoming a transformative force in field of CX. Jeanne and show host, Julia, discuss the enduring challenges facing all CX professionals and what’s next on the horizon for customer experience in the years to come. If you’re looking for some insight, inspiration and guidance from one of the most prominent and respected voices in customer experience, then this episode is for you.
Podcast: Play in new window | Download (Duration: 45:19 — 42.1MB)
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Customer experience transformation expert and Director of Experience Analytics at Magellan Health, Jennifer Wright, shares insights on CX in the age of Covid 19 and beyond. Jennifer leverages her knowledge of consumer behavior and experience as a CX leader across multiple sectors to provide insights about how customer experience is changing in response to the current global health pandemic. Jennifer and show host, Julia, discuss what “good” customer experience looks like these days, some examples of organizations that have been able to quickly pivot, and how the pandemic may change the way organizations measure and manage CX. If you’re looking for insight about Covid 19 and customer experience, and what you can do to help your organization prepare for CX management in the “new normal”, then this episode is for you.
Podcast: Play in new window | Download (Duration: 46:51 — 43.5MB)
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Seasoned CX leader and Customer Experience Design Partner with Verizon Business Group, Michelle Morris, shares insights from her rich and varied career in customer experience. Michelle helped shape one of the earliest formalized customer experience organizations in corporate America and has led CX teams at global brands from across a diverse array of industries. Michelle and show host, Julia, dive into the critical success factors for making CX change “stick”, approaches for calculating the ROI of CX including what Michelle calls the “4-R model”, and some ideas for those who are interested in pursuing a career in CX. If you’re looking for some insight, inspiration and practical advice from an acclaimed CX leader who has been working in this field about as long as anyone can say they have, then this episode is for you.
Podcast: Play in new window | Download (Duration: 36:54 — 34.4MB)
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Vice President of Marketing & Innovation at VisionPoint Marketing, Josh Dodson, shares his insights about how the field of higher education is embracing customer-centricity and responding to the demands of the Age of the Customer. Customer experience leadership is quickly becoming an enabler for success in higher education. Josh and show host, Julia, discuss how changing market dynamics are forcing schools to turn up their game, the importance of ease of use in student journeys, the role of personalization in engaging students and how CX success is measured in higher education. If you’re looking for some insight into how customer experience is playing out in an industry facing disruption and steep competition, then this episode is for you.
Podcast: Play in new window | Download (33.8MB)
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