Weekly Podcast: Decoding the Customer

Customer Experience ideas, best practices and industry success stories. New episodes, including my mini CX Masterclasses published every Thursday.
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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.

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Nov 14
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Beyond customer experience: CX Mini Masterclass – E62

By Masterclasses, Podcasts

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This CX Mini Masterclass explores the importance of human experience and why brands need to ensure that their promise is delivered to all stakeholder, not just customers. Special guest and CX thought leader, Pierre Daems, shares insights about why an ecosystem of human experiences is key to a brand’s success. If you’re looking for inspiration on how the essence of brand promise extends beyond the customer experience, and why this is something CX professionals should care about, then this episode is for you. Read More

Oct 31
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Foundations of a great CX program: CX Mini Masterclass – E60

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This CX Mini Masterclass explores the key components of a successful CX program. There might not be a one-size-fits-all approach for CX management, but there are common threads among global best practices. Special guest Ben Motteram takes listeners through the 7 foundational components of a best in class CX program. If you are setting up, reshaping or refining a CX program in your organization, then this episode is for you. Read More
Oct 24
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How to make a service blueprint: CX Mini Masterclass – E59

By Masterclasses, Podcasts

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This CX Mini Masterclass provides step by step instructions for how to develop a service blueprint, a key tool for any CX team embarking on service design. Show host and customer experience expert, Julia Ahlfeldt, explains what a service blueprint is, how you build one and – most importantly – how to use it. If you’re looking for a practical explanation of how to build and use a service blueprint, then this episode is for you.

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Oct 17
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What is service design: CX Mini Masterclass – E58

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This CX Mini Masterclass provides an overview of service design and why this is important for teams that are working on customer journey improvement. Show host and customer experience expert, Julia Ahlfeldt, explains how most brands these days provide a mix of goods and services and why service design plays a critical role in bringing customer journeys to life. If you want to learn about service design and its place in a CX professional’s toolkit, then this episode is for you. Read More
Oct 10
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The role of design thinking in CX management: CX Mini Masterclass – E57

By Masterclasses, Podcasts

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This CX Mini Masterclass provides an overview of design thinking and how this methodology can be used to craft new experiences, refine journeys or build solutions around the needs of other stakeholders. Show host and customer experience expert, Julia Ahlfeldt, explains the 5 key phases of the design thinking approach and how CX professionals can incorporate this into their repertoire. If you want to learn about the relationship between design thinking and CX management, then this episode is for you.

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Feb 14
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Solving 99 customer problems: interview with Multichoice SA – E06

By Expert Interviews, Podcasts

Podcast: Play in new window | Download (Duration: 42:45 — 39.8MB)

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This episode of Decoding the Customer explores how Multichoice, Africa’s largest satellite TV provider, ignited CX transformation through customer-centric culture change. It started when their CX team brought in several angry customers to give the executives a reality check, and then culminated with a campaign to rally the entire organization around 99 customer journey problems that just needed to be fixed.

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Nov 28
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The role of compassion in customer experience: interview with Laura Jack – E05

By Expert Interviews, Podcasts

Podcast: Play in new window | Download (Duration: 33:57 — 31.7MB)

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 Understanding the perspectives of others and making decisions within this context is the foundation good customer experience. Customer compassion is key to developing engaging customer experiences, and rallying teams around a common customer-centric goal. Laura Jack is an expert on the topic of compassion, so I was delighted to have the opportunity to speak with her about how embracing and enabling compassion can improve CX.

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Oct 26
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Executive champion for the customer mandate: interview with Michelle Beetar, Chief Customer Officer at Cell C

By Expert Interviews, Podcasts

Podcast: Play in new window | Download (Duration: 22:07 — 20.9MB)

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In 2016, the South African telecommunication firm, Cell C, hired Michelle Beetar as their first Chief Customer Officer. A year into her new role, I had an opportunity to speak with Michelle about her experience, progress to-date, what she’s learned, and her tips for others stepping into senior CX leadership roles.

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Oct 02
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CX excellence in action: Interview with Airbnb’s Desirree Madison-Biggs – E03

By Expert Interviews, Podcasts

Podcast: Play in new window | Download (Duration: 31:25 — 29.4MB)

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Airbnb customer experience is truly something different. The brand is one of my favorite examples of customer-centric disruption. They’ve gotten it right, and the proof is in the pudding. Airbnb has doubled in size every year since 2014, and taken the travel industry by storm – all without owning a single property.

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Sep 19
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Innovation, disruption and staying relevant in the Age of the Customer: interview with Roger Norton – E02

By Expert Interviews, Podcasts

Podcast: Play in new window | Download (Duration: 42:31 — 39.6MB)

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In August 2017, I had the opportunity to speak with Roger Norton about fintech disruption and the future of the financial services sector. Roger is the CEO of Playlogix, co-founder of the Lean Iterator, and author of the book: Start Here: A quick guide to building tech startups. He’s passionate about technology, and its potential to change Africa. He focuses on startups as a vehicle for innovation and has built over 40 tech products in 4 years at Playlogix.

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