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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Customer experience KPIs: CX Mini Masterclass – E53

By Masterclasses, Podcasts
This CX Mini Masterclass provides an overview of customer experience KPIs and how these can be used to foster organizational alignment. Show host and customer experience expert, Julia Ahlfeldt, explains the role of KPIs in driving accountability, which types of KPIs are the most effective, and some common pitfalls. If you want to quickly understand the role and the importance of KPIs in customer experience management, then this episode is for you.

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The basics of B2B CX: CX Mini Masterclass – E51

By Masterclasses, Podcasts
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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CX in Government: CX Mini Masterclass – E50

By Masterclasses, Podcasts
This CX Mini Masterclass explores 3 trends that are on the rise with how governments are embracing CX practices. Special guest and CX thought leader Stephanie Thum speaks about how this trend is gaining global momentum, the importance of adapting government experiences for the modern world, and the growing influence of oversight bodies to ensure that governments are doing right by consumers. If you’re wondering how CX is being applied beyond the private sector, then this episode is for you.

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What is customer success: CX Mini Masterclass – E49

By Masterclasses, Podcasts
This CX Mini Masterclass explains customer success within the context of customer experience. Show host and customer experience expert, Julia Ahlfeldt, explains the typical function of B2B customer success teams, clarifies how this differs from traditional customer service in the B2C world, and then explores the role of customer success in CX. If you are keen to learn more about the heart and soul of the customer journey in B2B CX, then this episode is for you.

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CX change management in action: CX Mini Masterclass – E48

By Masterclasses, Podcasts
This CX Mini Masterclass demonstrates what CX change looks like in action. Special guest and CX thought leader Nate Brown makes the case for why CX professionals must become proficient in change management methodologies. He then takes a practical look at one of the most popular change management models, John Kotter’s 8-step approach, outlining ideas and recommendations for CX professionals at each step of the way.

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