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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Understanding CX maturity models: CX Mini Masterclass – E78

By Masterclasses, Podcasts
This CX Mini Masterclass explains CX maturity models, what they are and how to leverage them. As organizations work towards their customer-centric objectives, they need to find ways of measuring, evaluating and charting their progress. Show host and customer experience expert, Julia Ahlfeldt, demystifies CX maturity and shares practical ideas for how CX maturity models can be used by CX professional to help drive change. If you’re interested in learning more about a tool that is fundamental to customer-centric evolution and goes straight to the heart of the CX profession, then this episode is for you. Read More

Tapping into VOC insight through social media: CX Mini Masterclass – E77

By Masterclasses, Podcasts
This CX Mini Masterclass explores how organizations can leverage social media as a rich source of Voice of Customer (VOC) insight. It can be frustrating for brands to have their journey pain points laid bare for the entire internet to see, but social media platforms also provide a unique window into the priorities, motivations and attitudes of customers. Show host and customer experience expert, Julia Ahlfeldt, shares the top 3 ways that CX teams can tap into social media to learn about customers’ wants and needs. If you’re looking for tips and ideas on how to turn a thorn in the side of the business into a fountain of rich VOC insight, then this episode is for you. Read More

Customer journey management in times of crisis: CX Mini Masterclass – E76

By Masterclasses, Podcasts
This CX Mini Masterclass looks at the practical realities of managing the customer journey in time of crisis. Interactions during a crisis can be the ultimate moment of truth for the customer, but experiences will only strengthen loyalty if brands have made appropriate adjustments to the journey. Show host and customer experience expert, Julia Ahlfeldt, explores how the customer’s perspective changes and what businesses need to do in response. If you’re looking for insight, guidance and practical ideas on how to modify customer experience in times of unprecedented uncertainty, then this episode is for you. Read More

Customer journey optimization via the VOC feedback loop: CX Mini Masterclass – E75

By Masterclasses, Podcasts
This CX Mini Masterclass explains the concept of the Voice of Customer (VOC) Feedback Loop and why this is important for customer journey optimization. It’s one thing to map the customer journey, it’s another to improve customer experiences on an ongoing basis. Show host and customer experience expert, Julia Ahlfeldt, defines the VOC Feedback Loop and shares some practical tips for implementing a framework for continual journey optimization. If you’re looking for guidance on how to move journey management from haphazard to gold standard, then this episode is for you. Read More

How to measure customer experience impact: CX Mini Masterclass – E73

By Masterclasses, Podcasts
This CX Mini Masterclass explores practical ideas for how to measure customer experience impact beyond the usual-suspect CX measure like NPS and CSAT. From efficiency gains to market share growth, there are many options for CX professional to demonstrate their value to the business. Show host and customer experience expert, Julia Ahlfeldt, shares tips for how to measure and quantify the impact of your CX efforts. If you’re tired of being shackled to your CSAT or Net Promoter Score and want some inspiration on how to demonstrate the business impact of CX, then this episode is for you. Read More

Customer experience leadership in higher education: interview with Josh Dodson – E74

By Expert Interviews, Podcasts
Vice President of Marketing & Innovation at VisionPoint Marketing, Josh Dodson, shares his insights about how the field of higher education is embracing customer-centricity and responding to the demands of the Age of the Customer. Customer experience leadership is quickly becoming an enabler for success in higher education. Josh and show host, Julia, discuss how changing market dynamics are forcing schools to turn up their game, the importance of ease of use in student journeys, the role of personalization in engaging students and how CX success is measured in higher education. If you’re looking for some insight into how customer experience is playing out in an industry facing disruption and steep competition, then this episode is for you.

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Ideas to improve customer experience: interview with Sue Brady – E71

By Expert Interviews, Podcasts
VP of Marketing and Customer Engagement at HUGHES, Sue Brady, shares insights about her team’s CXNow! program, an innovative approach to unearthing ideas to improve customer experience. Sue and show host, Julia, discuss the genesis for the program, the resulting impact on the customer journey and what had put CXNow! in a different stratosphere from your run-of-the-mill employee suggestion box. If you’re interested in a real life example of how CX professionals are realizing change and making CX relevant in their organization, then this episode is for you.

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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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