All Posts By

Julia Ahlfeldt

Podcasts
February 21, 2019

Metrics, Measures and CX business value: CX Mini Masterclass – E28

This CX Mini Masterclass explains the difference between CX measures and metrics, as well as…
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Podcasts
February 14, 2019

The link between CX and employee experience: CX Mini Masterclass – E27

This CX Mini Masterclass explains the relationship between employee experience and customer experience. Show host…
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Podcasts
February 7, 2019

Delivering customer delight in the digital age: interview with Adrian Swinscoe – E26

Adrian Swinscoe, customer experience thought leader, Forbes contributor, and business advisor provides his perspective on…
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Podcasts
January 31, 2019

3 actionable tips for influencing customer centric change: CX Mini Masterclass – E25

This CX Mini Masterclass includes actionable tips for influencing customer centric change from show host…
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Podcasts
January 24, 2019

Evaluating customer experience impact for business decisions: CX Mini Masterclass – E24

This edition of Julia’s CX Mini Masterclass series explores best practices for evaluating customer impact…
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Podcasts
January 17, 2019

On-ramps, off-ramps and customer experience ROI: CX Mini Masterclass – E23

This CX Mini Masterclass explains how you can use your customer journey map and understanding…
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Podcasts
January 11, 2019

Calculating Customer Lifetime Value: CX Mini Masterclass – E22

This CX Mini Masterclass covers the concept of Customer Lifetime Value (CLV), how to calculate…
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Podcasts
January 3, 2019

Fostering support for CX Strategy: interview with Marnitz Van Heerden – E21

Marnitz Van Heerden, the Group Head of Customer Experience a Hollard Insurance shares his perspective…
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Podcasts
December 27, 2018

How to map the customer journey: CX Mini Masterclass – E20

This CX Mini Masterclass is the third of a 3-part installment on the topic of…
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Podcasts
December 20, 2018

Prepare for customer journey mapping: CX Mini Masterclass – E19

This CX Mini Masterclass is the second of a 3-part installment on the topic of…
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