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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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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CX vs. UX: CX Mini Masterclass – E56

By Masterclasses, Podcasts
This CX Mini Masterclass provides clarity on the difference between user experience (UX) and customer experience (CX). Show host and customer experience expert, Julia Ahlfeldt, provides a definition of each and then explains the roles of CX vs. UX teams and how their work can complement one another. If you are looking to understand the distinction between UX and CX, then this episode is for you.

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Great customer experience starts from the top: CX Mini Masterclass – E55

By Masterclasses, Podcasts
This CX Mini Masterclass explores how leaders can champion the customer mandate. Great customer experience starts with the goals, data and a vision. Special guest and CX thought leader Stephanie Thum shares practical tips on on how to kick start CX alignment and how leaders can be prepared for the most common hurdles along the way. If you’ve been looking for some fresh ideas on fostering alignment, or some food for thought that you can send to your business’s leadership team, then this episode is for you.

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Prioritizing customer journey improvement: CX Mini Masterclass – E54

By Masterclasses, Podcasts
This CX Mini Masterclass provides a simple and straightforward approach to prioritizing customer journey improvements. Show host and customer experience expert, Julia Ahlfeldt, explains why this is an important step for fostering organizational alignment. Julia then takes you through her prioritization methodology and discusses some key considerations. If you are looking to make sense of your laundry list of journey fixes, then this episode is for you.

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Solving 99 customer problems: interview with Multichoice SA – E06

By Expert Interviews, Podcasts
This episode of Decoding the Customer explores how Multichoice, Africa’s largest satellite TV provider, ignited CX transformation through customer-centric culture change. It started when their CX team brought in several angry customers to give the executives a reality check, and then culminated with a campaign to rally the entire organization around 99 customer journey problems that just needed to be fixed.

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The role of compassion in customer experience: interview with Laura Jack – E05

By Expert Interviews, Podcasts
 Understanding the perspectives of others and making decisions within this context is the foundation good customer experience. Customer compassion is key to developing engaging customer experiences, and rallying teams around a common customer-centric goal. Laura Jack is an expert on the topic of compassion, so I was delighted to have the opportunity to speak with her about how embracing and enabling compassion can improve CX.

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Executive champion for the customer mandate: interview with Michelle Beetar, Chief Customer Officer at Cell C

By Expert Interviews, Podcasts
In 2016, the South African telecommunication firm, Cell C, hired Michelle Beetar as their first Chief Customer Officer. A year into her new role, I had an opportunity to speak with Michelle about her experience, progress to-date, what she’s learned, and her tips for others stepping into senior CX leadership roles.

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CX excellence in action: Interview with Airbnb’s Desirree Madison-Biggs – E03

By Expert Interviews, Podcasts
Airbnb customer experience is truly something different. The brand is one of my favorite examples of customer-centric disruption. They’ve gotten it right, and the proof is in the pudding. Airbnb has doubled in size every year since 2014, and taken the travel industry by storm – all without owning a single property.

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Innovation, disruption and staying relevant in the Age of the Customer: interview with Roger Norton – E02

By Expert Interviews, Podcasts
In August 2017, I had the opportunity to speak with Roger Norton about fintech disruption and the future of the financial services sector. Roger is the CEO of Playlogix, co-founder of the Lead Iterator, and author of the book: Start Here: A quick guide to building tech startups. He’s passionate about technology, and its potential to change Africa. He focuses on startups as a vehicle for innovation and has built over 40 tech products in 4 years at Playlogix.

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