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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Oct 03
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Julia Ahlfeldt CX Mini Masterclass — service design, service blueprint, and customer experience program

CX vs. UX: CX Mini Masterclass – E56

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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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Sep 26
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Julia Ahlfeldt CX Mini Masterclass — customer experience KPIs, customer journey improvement, and CX leadership

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

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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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Sep 19
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Julia Ahlfeldt CX Mini Masterclass — customer experience KPIs, customer journey improvement, and CX leadership

Prioritizing customer journey improvement: CX Mini Masterclass – E54

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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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Aug 29
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Julia Ahlfeldt CX Mini Masterclass — CX change management, moments of truth, and customer-centric leadership

The basics of B2B CX: CX Mini Masterclass – E51

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This CX Mini Masterclass provides an overview of what makes experience management unique for organizations in the business to business space. Show host and customer experience expert, Julia Ahlfeldt, explains the fundamentals of B2B CX, how this differs from B2C experience management and what approaches are applicable to both. If you are keen for a snappy summary of B2B CX, then this episode is for you.

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