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.
This CX Mini Masterclass provides an overview of artificial intelligence and its emerging role in CX management. Show host and customer experience expert, Julia Ahlfeldt, shares some of the highlights from her 2019 keynotes talks on the topic of AI and customer experience, including the history of this technology and the 3 main applications in CX. If you’re looking for a practical overview of a not-so practical topic and some food for thought about how AI can help your team’s customer journey improvement efforts, then this episode is for you. Read More
This CX Mini Masterclass explores some of the most pervasive missteps that organizations make with their CX metrics. Special guest and CX thought leader Stephanie Thum shares 4 of the most common pitfalls and their consequences. She also provides practical tips on how CX teams can turn things around. If you’re looking for some excellent food for thought on how to launch or fine-tune your approach to CX metrics, then this episode is for you. Read More
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