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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Aug 22
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CX in Government: CX Mini Masterclass – E50

By Masterclasses, Podcasts

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This CX Mini Masterclass explores 3 trends that are on the rise with how governments are embracing CX practices. Special guest and CX thought leader Stephanie Thum speaks about how this trend is gaining global momentum, the importance of adapting government experiences for the modern world, and the growing influence of oversight bodies to ensure that governments are doing right by consumers. If you’re wondering how CX is being applied beyond the private sector, then this episode is for you.

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Aug 14
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What is customer success: CX Mini Masterclass – E49

By Masterclasses, Podcasts

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This CX Mini Masterclass explains customer success within the context of customer experience. Show host and customer experience expert, Julia Ahlfeldt, explains the typical function of B2B customer success teams, clarifies how this differs from traditional customer service in the B2C world, and then explores the role of customer success in CX. If you are keen to learn more about the heart and soul of the customer journey in B2B CX, then this episode is for you.

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Aug 08
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CX change management in action: CX Mini Masterclass – E48

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This CX Mini Masterclass demonstrates what CX change looks like in action. Special guest and CX thought leader Nate Brown makes the case for why CX professionals must become proficient in change management methodologies. He then takes a practical look at one of the most popular change management models, John Kotter’s 8-step approach, outlining ideas and recommendations for CX professionals at each step of the way.

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Jul 25
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Moments of Truth: CX Mini Masterclass – E46

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This CX Mini Masterclass explains customer “Moments of Truth”. Show host and customer experience expert, Julia Ahlfeldt, shares where the concept came from, and how you can use your understanding of Moments of Truth to improve customer journeys and foster loyalty. These moments can make or break a customer journey, so if you’ve heard this term used as a buzzword, but want to learn how to translate jargon into business results, then this episode is for you.

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