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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Creating a unified customer experience culture: CX Mini Masterclass – E66

By Masterclasses, Podcasts

This CX Mini Masterclass explains why HR strategy underpins culture and how CX professionals can engage HR to foster a unified customer experience culture. Show host and customer experience expert, Julia Ahlfeldt, explains the basics of HR strategy and shares some practical approaches for linking this – the bedrock of company culture – to CX objectives. If you’re looking for clarity on exactly how HR strategy underpins customer-centric culture, then this episode is for you. Read More

AI and Customer Experience: CX Mini Masterclass – E64

By Masterclasses, Podcasts
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

CX metrics, mistakes and missed opportunities: CX Mini Masterclass – E63

By Masterclasses, Podcasts
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

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

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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Airline customer experience management: interview with Iain Meaker – E17

By Expert Interviews, Podcasts
Iain Meaker, the Executive Manager for Tourism & Hospitality at Comair/British Airways shares his thoughts on what’s unique about airline customer experience management and the broader travel industry. Iain discusses how the organization’s purpose statement of “we lift you up” permeates the business and provides a platform for employee and shareholder engagement. Julia and Iain explore how Comair has grown and innovated around the needs of customers and what it means to operate multiple brands under one roof. Julia shares her plan for more CX Mini Masterclass episodes during the rest of December.

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Data, insights and B2B customer experience: interview with Andrew Swan – E13

By Expert Interviews, Podcasts
Andrew Swan, Senior Business Intelligence Executive at top global law firm, White & Case, shares insight on B2B customer experience and the role of data in managing client relationships. Julia and Andrew discuss the intersection between data and team culture, and how to keep the marketing team from getting too “creepy” with their info gathering. Julia shares some exciting news about the podcast.

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Next gen employee engagement strategy: interview with CXO Jason Bradshaw – E12

By Expert Interviews, Podcasts
Chief Customer Officer of Volkswagen Australia, Jason Bradshaw, speaks about how the company’s employee engagement strategy has improved customer experiences. Jason asks show host Julia about her views on some of the CX profession’s most burning questions. Together, they unpack a truly horrible car buying experience to determine what went wrong.

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