Weekly Podcast: Decoding the Customer

Customer Experience ideas, best practices and industry success stories. New episodes, including my mini CX Masterclasses published every Thursday.
Subscribe Now

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.

Become a Sponsor

Employees are your VOC secret weapon: CX Mini Masterclass – E41

By Masterclasses, Podcasts
This CX Mini Masterclass explains how to leverage employees to bolster your VOC (Voice of Customer) efforts. Employees often have a unique perspective into the lives and experiences of customers. Show host and customer experience expert, Julia Ahlfeldt, teaches listeners how different employee groups can add value to VOC and research programs, as well as how to engage with these teams to gather insights. If you’ve been looking for a way to super charge your customer insight efforts and engage teams in the process, this episode is for you.

Read More

Bring customer insight to life through personas: CX Mini Masterclass – E40

By Masterclasses, Podcasts
This CX Mini Masterclass explains how to put your Voice of Customer (VOC) insights to work through personas. Show host and customer experience expert, Julia Ahlfeldt, teaches listeners how to build a persona and shares ideas on how organizations can leverage personas to foster customer-centric change. If you’ve been looking for a way to maximize the value from your customer insight efforts and would like to help teams empathize with customers, this episode is for you.

Read More

Understanding Voice of Customer: CX Mini Masterclass – E39

By Masterclasses, Podcasts
This CX Mini Masterclass explains the Voice of Customer (VOC), how this differs from CX metrics and measures and why understanding customers is key to business success. Show host and customer experience expert, Julia Ahlfeldt, shares an overview of the most popular VOC methodologies and approaches, as well as some practical ideas on how insights can be used to improve CX. If you’ve been looking for clarity on how to shape an effective program for customer insights, this episode is for you.

Read More

Customer experience culture starts with hiring: CX Mini Masterclass – E37

By Masterclasses, Podcasts
This CX Mini Masterclass explains how an organization’s recruiting practices set the stage for its customer experience culture. Show host and customer experience expert, Julia Ahlfeldt, shares ideas and practical tips on how to align your organization’s hiring practices to its CX strategy. If you’ve been pulling hard on that employee training lever and aren’t seeing the results that you want to see in terms of culture change, this episode is for you.

Read More

Customer Strategy vs. business risk: CX Mini Masterclass – E36

By Masterclasses, Podcasts
This CX Mini Masterclass explains investigates how to find the balance between mitigating business risk without derailing your customer strategy. Show host and customer experience expert, Julia Ahlfeldt, takes you through a practical approach for evaluating customer impact and shares ways that you can engage with business teams to realize this. If you’ve ever found yourself pulling your hair out trying to get a compliance or legal team to “think customer”, this episode is for you.

Read More

Subscribe to my mailing list