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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3 tips for balancing consistent customer experience and technology innovation: CX Mini Masterclass – E84

By Masterclasses, Podcasts
This CX Mini Masterclass comes directly from a listener request about how organizations can ensure that CX is protected, even as customers and companies move to more reliance on technology. Show host and customer experience expert, Julia Ahlfeldt, explains the relationship between customer experience and technology, and 3 ways to maintain the integrity of CX amid a changing landscape. If you’re interested in some practical actions that you can take to ensure great customer experience even as the consumer marketplace becomes more digitized and automated, then this episode is for you. Read More

Understanding the customer touchpoint map: CX Mini Masterclass – E82

By Masterclasses, Podcasts
This CX Mini Masterclass explains customer touchpoint maps, how these differ from journey maps, and their place in the CX professional’s toolbox. Show host and customer experience expert, Julia Ahlfeldt, breaks down what a touchpoint map is (and is not) and this tool’s role in helping teams build and manage customer experiences. If you’re interested in learning about touchpoint maps, what they’re used for, and tips on how to build one, then this episode is for you. Read More

Using interviews to gain customer insight: CX Mini Masterclass – E81

By Masterclasses, Podcasts
This CX Mini Masterclass explores the benefits of interviews as an effective approach to gain customer insight. Special guest and CX thought leader Stephanie Thum shares when and where this Voice of Customer (VOC) strategy can be most useful, best practices for conducting customer interviews and 5 practical tips for designing an interview research initiative. If you’re looking for some tangible advice about how to leverage interviews to better understand your customers, then this episode is for you. Read More

3 unique customer experience research approaches you might not know: CX Mini Masterclass – E79

By Masterclasses, Podcasts
This CX Mini Masterclass explores 3 low-cost unique customer experience research methodologies. Show host and customer experience expert, Julia Ahlfeldt, explains the benefits of expanding VOC efforts beyond the survey and focus group, several ways you can do this, and how to deal with potential push back around sample size. If you’re interested in learning about 3 simple VOC approaches that will help you gain new insight into the lives and experiences of your customers, then this episode is for you. Read More

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

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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