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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How rewards and recognition can foster customer excellence: CX Mini Masterclass – E68

By Masterclasses, Podcasts
This CX Mini Masterclass explores employee reward and recognition programs as an important driver of team culture. Show host and customer experience expert, Julia Ahlfeldt, explains the different types of recognition programs and how these can help rally teams around customer excellence. If you’ve been looking for some ideas about how to leverage rewards and recognition to encourage customer-centric attitudes and behavior in your organization, then this episode is for you. Read More

Internal and external marketing of customer experience: CX Mini Masterclass – E67

By Masterclasses, Podcasts
This CX Mini Masterclass explores the importance of marketing customer experience, both externally to customers, as well internally to employees. Show host and customer experience expert, Julia Ahlfeldt, shares some practical tips and ideas for how you can leverage your customer promise as a marketing draw card, and how to foster awareness of customer experience within your organization. If you’ve been looking for some ideas about internal and external marketing of customer experience in your organization, then this episode is for you. Read More

Creating a unified customer experience culture: CX Mini Masterclass – E66

By Masterclasses, Podcasts

This CX Mini Masterclass explains why HR strategy underpins culture and how CX professionals can engage HR to foster a unified customer experience culture. Show host and customer experience expert, Julia Ahlfeldt, explains the basics of HR strategy and shares some practical approaches for linking this – the bedrock of company culture – to CX objectives. If you’re looking for clarity on exactly how HR strategy underpins customer-centric culture, then this episode is for you. Read More

AI and Customer Experience: CX Mini Masterclass – E64

By Masterclasses, Podcasts
This CX Mini Masterclass provides an overview of artificial intelligence and its emerging role in CX management. Show host and customer experience expert, Julia Ahlfeldt, shares some of the highlights from her 2019 keynotes talks on the topic of AI and customer experience, including the history of this technology and the 3 main applications in CX. If you’re looking for a practical overview of a not-so practical topic and some food for thought about how AI can help your team’s customer journey improvement efforts, then this episode is for you. Read More

CX metrics, mistakes and missed opportunities: CX Mini Masterclass – E63

By Masterclasses, Podcasts
This CX Mini Masterclass explores some of the most pervasive missteps that organizations make with their CX metrics. Special guest and CX thought leader Stephanie Thum shares 4 of the most common pitfalls and their consequences. She also provides practical tips on how CX teams can turn things around. If you’re looking for some excellent food for thought on how to launch or fine-tune your approach to CX metrics, then this episode is for you. Read More

The Customer-Centric CEO: interview with Diego Gabathuler – E65

By Expert Interviews, Podcasts
CEO of Ivoclar Vivadent, Diego Gabathuler, shares his perspective on what it means to lead a customer-centric business. Diego and show host, Julia, discuss why he’s become such an ardent supporter of customer experience, how he’s moving the business from CX strategy to action and what CX professionals need to do to win over senior business leaders. If you’d like to know what drives an authentically customer-centric mindset at the highest levels of business leadership, then this episode is for you.

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Trends in digital user experience: interview with Jacques Oberholzer – E61

By Expert Interviews, Podcasts
User experience design expert, Jacques Oberholzer, shares his insights on UX and how businesses are dealing with today’s digitally savvy customers. Jacques and show host, Julia, discuss the evolution of the field of user experience, the relationship between UX and CX and the latest trends in digital customer experiences. If you’re looking to stay abreast of the latest trends, capabilities and what’s on the horizon with digital customer experiences, then this episode is for you.

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Electricity and customer-centricity: interview with Chris Ahlfeldt – E52

By Expert Interviews, Podcasts
Energy industry expert, Chris Ahlfeldt, shares his insights on how the energy industry is handling customer-centricity and the world of empowered consumers. Chris and show host, Julia, discuss how the electricity industry is changing, what this means for consumers, and how organizations are evolving (or not!). If you’re looking to understand how CX is playing out in the energy industry and other highly regulated markets, or want a window into how non-CXers are facing customer-centric change, then stay tuned.

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Positivity as a key to exceptional customer experience: interview with Matt Prowse – E47

By Expert Interviews, Podcasts
Matt Prowse, director of Customer Experience at IAG, Australia’s largest insurer, shares his experience leveraging positivity to rally teams around the customer. Matt (aka “the happiest man in insurance”) and show host, Julia Ahlfeldt discuss the power of positivity, what it takes to get leadership support and how shifting a team’s mindset can gear an organization to deliver exceptional customer experience. If you’re seeking inspiration about how team positivity, customer insights and good news stories can be harnessed to create real change, then this episode is for you.

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Digital customer experience will change the way we bank: interview with Luisa Mazinter – E43

By Expert Interviews, Podcasts
CMO of TymeBank, Luisa Mazinter shares insights on how her organization is shaking up consumer banking. Luisa and show host, Julia Ahlfeldt discuss how TymeBank is looking at customer needs differently, what it means to build a value proposition that appeals to attitudes rather than demographic market segments, and how passion and purpose have been the leadership team’s guiding light. If you’re seeking inspiration about the power of looking at customer-centricity with fresh eyes, then this episode is for you.

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