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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Beyond customer experience: CX Mini Masterclass – E62

By Masterclasses, Podcasts

This CX Mini Masterclass explores the importance of human experience and why brands need to ensure that their promise is delivered to all stakeholder, not just customers. Special guest and CX thought leader, Pierre Daems, shares insights about why an ecosystem of human experiences is key to a brand’s success. If you’re looking for inspiration on how the essence of brand promise extends beyond the customer experience, and why this is something CX professionals should care about, then this episode is for you. Read More

Foundations of a great CX program: CX Mini Masterclass – E60

By Masterclasses, Podcasts
This CX Mini Masterclass explores the key components of a successful CX program. There might not be a one-size-fits-all approach for CX management, but there are common threads among global best practices. Special guest Ben Motteram takes listeners through the 7 foundational components of a best in class CX program. If you are setting up, reshaping or refining a CX program in your organization, then this episode is for you. Read More

How to make a service blueprint: CX Mini Masterclass – E59

By Masterclasses, Podcasts
This CX Mini Masterclass provides step by step instructions for how to develop a service blueprint, a key tool for any CX team embarking on service design. Show host and customer experience expert, Julia Ahlfeldt, explains what a service blueprint is, how you build one and – most importantly – how to use it. If you’re looking for a practical explanation of how to build and use a service blueprint, then this episode is for you.

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What is service design: CX Mini Masterclass – E58

By Masterclasses, Podcasts
This CX Mini Masterclass provides an overview of service design and why this is important for teams that are working on customer journey improvement. Show host and customer experience expert, Julia Ahlfeldt, explains how most brands these days provide a mix of goods and services and why service design plays a critical role in bringing customer journeys to life. If you want to learn about service design and its place in a CX professional’s toolkit, then this episode is for you. Read More

The role of design thinking in CX management: CX Mini Masterclass – E57

By Masterclasses, Podcasts
This CX Mini Masterclass provides an overview of design thinking and how this methodology can be used to craft new experiences, refine journeys or build solutions around the needs of other stakeholders. Show host and customer experience expert, Julia Ahlfeldt, explains the 5 key phases of the design thinking approach and how CX professionals can incorporate this into their repertoire. If you want to learn about the relationship between design thinking and CX management, then this episode is for you.

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Delivering luxury customer experience in the safari industry: interview with Troy Smith – E38

By Expert Interviews, Podcasts
Troy Smith, the owner and managing director of True Africa, shares his perspective on understanding customer needs and delivering compelling experiences to upmarket customers in the safari travel industry. Troy sheds light on the reality of delivering 5-star in the remote African bush and brings the discussion to life through some unforgettable real life experiences. Troy and show host Julia discuss how the travel industry has been disrupted and how to harness digital as a CX enabler. Julia shares her theme for May’s CX Mini Masterclass episodes, which will focus on understanding customers.

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Insight on emerging consumer experience trends: interview with Ilenia Vidili – E34

By Expert Interviews, Podcasts
Ilenia Vidili, founder of the Smarter Crew, shares her insights on emerging consumer trends, including how mobile devices are transforming customer journeys, the importance of experience personalization and the role of tech in experience innovation. Ilenia and show host Julia discuss the balance between knowing your customer and not getting “creepy”, how to use purpose to connect with consumers and tips for a winning mobile customer experience. Julia shares her theme for April’s CX Mini Masterclass episodes, which will focus on navigating customer-centricity in challenging business environments.

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Realizing customer value: interview with Arvida CEO Bill McDonald – E30

By Expert Interviews, Podcasts
Bill McDonald, CEO of the Arvida Group, shares his insights on translating customer value into business value within the context of the retirement community industry. Bill and show host Julia discuss how consumer needs evolve with generations, the complexities of managing multiple types of buyers, and how Arvida’s purpose of “transforming the aging experience” defines the organization’s goals. Julia shares her plan for March’s CX Mini Masterclass episodes, which will focus in CX metrics and measurement.

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Delivering customer delight in the digital age: interview with Adrian Swinscoe – E26

By Expert Interviews, Podcasts
Adrian Swinscoe, customer experience thought leader, Forbes contributor, and business advisor provides his perspective on finding the balance between humans and tech in delivering CX. Adrian and Julia discuss what it takes to achieve customer delight in our increasingly digital world and why the tag line “powered by humans” is becoming a thing that brands now tout. Julia shares her plan for February’s CX Mini Masterclass episodes, which will feature other CX thought leaders.

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Fostering support for CX Strategy: interview with Marnitz Van Heerden – E21

By Expert Interviews, Podcasts
Marnitz Van Heerden, the Group Head of Customer Experience a Hollard Insurance shares his perspective on how to realize CX strategy and influence change. Marnitz discusses how his approach to engaging stakeholders has changed with the business’ CX evolution. Julia and Marnitz explore what it means to move beyond the numbers and help teams authentically engage with CX strategy and purpose. Julia shares her plan for episodes to kick off 2019.

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