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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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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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This CX Mini Masterclass explains the difference between CX measures and metrics, as well as how these can be leveraged to demonstrate CX business value. Special guest and CX thought leader Diane Magers clarifies these concepts and their role in customer-centric business practices.
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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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