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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Mar 14
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Julia Ahlfeldt CX Mini Masterclass — NPS, leading and lagging indicators, and customer experience measurement

3 Common customer experience metrics explained: CX Mini Masterclass – E31

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This CX Mini Masterclass provides an overview of 3 of the most common customer experience metrics currently in use among businesses: Customer Satisfaction (CSAT), Net Promoter Score (NPS) and Customer Effort Score (CES). Show host and customer experience expert, Julia Ahlfeldt, explains what these metrics are and how they are measured and used. If you are looking to cut through the confusion of metric acronyms, this episode is for you.

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Feb 28
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Julia Ahlfeldt CX Mini Masterclass — CX metrics, business value, and customer experience strategy

Demystifying customer experience strategy: CX Mini Masterclass – E29

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This CX Mini Masterclass provides an overview of customer experience strategy. What may seem like an abstract concept is actually rooted in tangible fundamentals. Special guest Ben Motteram clarifies CX strategy, takes listeners through the key components and outlines how you can turn this into an actionable framework.

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Feb 14
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Julia Ahlfeldt CX Mini Masterclass — CX metrics, business value, and customer experience strategy

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

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This CX Mini Masterclass explains the relationship between employee experience and customer experience. Show host and customer experience expert, Julia Ahlfeldt, shares 3 examples of the tangible links between EX and CX. If you are looking to understand employee experience as the foundation for customer-centric culture, this episode is for you.

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Jan 31
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Julia Ahlfeldt CX Mini Masterclass — customer experience fundamentals, journey mapping, and CX ROI

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

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Podcast: Play in new window | Download (Duration: 9:41 — 17.7MB)

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This CX Mini Masterclass includes actionable tips for influencing customer centric change from show host and customer experience expert, Julia Ahlfeldt. Customer experience strategy must be supported by the business in order to take hold. CX professionals must carefully navigate how to  affect change within their organization, and in this episode Julia takes listeners through her top 3 recommendations for how to effectively influence change.

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