News
March 10, 2017

Customer Experience in the Spotlight

I recently had the opportunity to speak on camera with Jeremy Maggs, a local business…
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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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Podcasts
December 13, 2018

Customer journey map – start here: CX Mini Masterclass – E18

This CX Mini Masterclass is the first of a 3-part installment on the topic of…
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Podcasts
December 6, 2018

Airline customer experience management: interview with Iain Meaker – E17

Iain Meaker, the Executive Manager for Tourism & Hospitality at Comair/British Airways shares his thoughts…
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Podcasts
November 29, 2018

Customer touchpoints, experiences and journeys…oh my! CX Mini Masterclass – E16

This CX Mini Masterclass explores the concepts of customer touchpoints, experiences and journeys. The term…
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Podcasts
November 22, 2018

The difference between customer experience and customer service: CX Mini Masterclass – E15

This CX Mini Masterclass clarifies the difference between customer experience and customer service. Confusion around…
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Podcasts
November 15, 2018

What is customer experience: CX Mini Masterclass – E14

The inaugural episode of Julia’s CX Mini Masterclass series tackles a question that goes straight…
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