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PODCAST · business

Decoding the Customer

by Julia Ahlfeldt, Certified Customer Experience Professional

Interviews and perspectives from global customer experience experts

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Episodes

  1. Rebroadcast of Moments of Truth: CX Mini Masterclass – E46

    This CX Mini Masterclass explains customer “Moments of Truth”. Show host and customer experience expert, Julia Ahlfeldt, shares where the concept came from, and how you can use your understanding of Moments of Truth to improve customer journeys and foster loyalty. These moments can make or break…

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  2. Rebroadcast of Measuring customer experience through leading and lagging indicators: CX Mini Masterclass – E32

    This CX Mini Masterclass explains the role of leading and lagging indicators in measuring customer experience. Show host and customer experience expert, Julia Ahlfeldt, shares examples for how you can build a balanced view of customer experience with the right mix of CX metrics and measures. If…

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  3. Rebroadcast of Calculating Customer Lifetime Value: CX Mini Masterclass – E22

    This CX Mini Masterclass covers the concept of Customer Lifetime Value (CLV), how to calculate this, and why it’s an important metric for the CX profession. Show host and customer experience expert, Julia Ahlfeldt, will help you understand how to leverage CLV to demonstrate the ROI of customer...

  4. Conversation with the godmother of customer experience: interview with Jeanne Bliss – E90

    Customer experience expert and industry pioneer, Jeanne Bliss, shares insights about the origins of the CX industry as well as where it’s going. Jeanne, also known as the godmother of customer experience, provides listeners with a unique window into her career path from becoming one of the first...

  5. Customer impact scorecard: CX Mini Masterclass – E89

    This CX Mini Masterclass explains a simple yet effective CX tool for driving customer-centric change and ensuring that business decisions support an organization’s overall CX goals. Show host and customer experience expert, Julia Ahlfeldt, explains the customer impact scorecard, how to build one...

  6. How to build a world class CX dashboard: CX Mini Masterclass – E88

    This CX Mini Masterclass explores best practices for building a CX dashboard, a critically important tool for any CX program. Special guest and customer experience expert, Ben Motteram takes listeners through the benefits and uses of a CX dashboard, he provides insights on how to build one with…

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  7. Measuring digital customer experience: CX Mini Masterclass – E87

    This CX Mini Masterclass explains the importance of measuring digital customer experience and some of the most popular metrics for doing this. Show host and customer experience expert, Julia Ahlfeldt, provides an overview of what metrics and measures are typically captured at various digital...

  8. 3 ways to foster empathy among teams: CX Mini Masterclass – E86

    This CX Mini Masterclass explains the importance of establishing empathy for the customer among all employees and 3 practical ways CX professionals can help teams do this. Show host and customer experience expert, Julia Ahlfeldt, covers 3 tried-and-true empathy building activities that you can…

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  9. The ultimate guide to customer experience metrics: CX Mini Masterclass – E85

    This CX Mini Masterclass covers a roundup of the key insights on CX metrics from previous episodes. Show host and customer experience expert, Julia Ahlfeldt, covers everything from the basic definitions of the most popular metrics to the strategies for putting these to use, plus a step by step...

  10. 3 tips for balancing consistent customer experience and technology innovation: CX Mini Masterclass – E84

    This CX Mini Masterclass comes directly from a listener request about how organizations can ensure that CX is protected, even as customers and companies move to more reliance on technology. Show host and customer experience expert, Julia Ahlfeldt, explains the relationship between customer...

  11. The impact of Covid 19 and customer experience in the new normal: interview with Jennifer Wright – E83

    Customer experience transformation expert and Director of Experience Analytics at Magellan Health, Jennifer Wright, shares insights on CX in the age of Covid 19 and beyond. Jennifer leverages her knowledge of consumer behavior and experience as a CX leader across multiple sectors to provide...

  12. Understanding the customer touchpoint map: CX Mini Masterclass – E82

    This CX Mini Masterclass explains customer touchpoint maps, how these differ from journey maps, and their place in the CX professional’s toolbox. Show host and customer experience expert, Julia Ahlfeldt, breaks down what a touchpoint map is (and is not) and this tool’s role in helping teams build...

  13. Using interviews to gain customer insight: CX Mini Masterclass – E81

    This CX Mini Masterclass explores the benefits of interviews as an effective approach to gain customer insight. Special guest and CX thought leader Stephanie Thum shares when and where this Voice of Customer (VOC) strategy can be most useful, best practices for conducting customer interviews and…

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  14. Cracking CX success and customer experience ROI: interview with Michelle Morris – E80

    Seasoned CX leader and Customer Experience Design Partner with Verizon Business Group, Michelle Morris, shares insights from her rich and varied career in customer experience. Michelle helped shape one of the earliest formalized customer experience organizations in corporate America and has led…

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  15. 3 unique customer experience research approaches you might not know: CX Mini Masterclass – E79

    This CX Mini Masterclass explores 3 low-cost unique customer experience research methodologies. Show host and customer experience expert, Julia Ahlfeldt, explains the benefits of expanding VOC efforts beyond the survey and focus group, several ways you can do this, and how to deal with potential...

  16. Understanding CX maturity models: CX Mini Masterclass – E78

    This CX Mini Masterclass explains CX maturity models, what they are and how to leverage them. As organizations work towards their customer-centric objectives, they need to find ways of measuring, evaluating and charting their progress. Show host and customer experience expert, Julia Ahlfeldt,...

  17. Tapping into VOC insight through social media: CX Mini Masterclass – E77

    This CX Mini Masterclass explores how organizations can leverage social media as a rich source of Voice of Customer (VOC) insight. It can be frustrating for brands to have their journey pain points laid bare for the entire internet to see, but social media platforms also provide a unique window...

  18. Customer journey management in times of crisis: CX Mini Masterclass – E76

    This CX Mini Masterclass looks at the practical realities of managing the customer journey in time of crisis. Interactions during a crisis can be the ultimate moment of truth for the customer, but experiences will only strengthen loyalty if brands have made appropriate adjustments to the journey....

  19. Customer journey optimization via the VOC feedback loop: CX Mini Masterclass – E75

    This CX Mini Masterclass explains the concept of the Voice of Customer (VOC) Feedback Loop and why this is important for customer journey optimization. It’s one thing to map the customer journey, it’s another to improve customer experiences on an ongoing basis. Show host and customer experience...

  20. Customer experience leadership in higher education: interview with Josh Dodson – E74

    Vice President of Marketing & Innovation at VisionPoint Marketing, Josh Dodson, shares his insights about how the field of higher education is embracing customer-centricity and responding to the demands of the Age of the Customer. Customer experience leadership is quickly becoming an enabler for...

  21. How to measure customer experience impact: CX Mini Masterclass – E73

    This CX Mini Masterclass explores practical ideas for how to measure customer experience impact beyond the usual-suspect CX measure like NPS and CSAT. From efficiency gains to market share growth, there are many options for CX professional to demonstrate their value to the business. Show host and...

  22. What is a customer advisory board: CX Mini Masterclass – E72

    This CX Mini Masterclass explores the concept of a customer advisory board (aka customer advisory council) as a Voice of Customer methodology that can yield incredibly rich insights and strengthen relationships with influential customers. Show host and customer experience expert, Julia Ahlfeldt,...

  23. Ideas to improve customer experience: interview with Sue Brady – E71

    VP of Marketing and Customer Engagement at HUGHES, Sue Brady, shares insights about her team’s CXNow! program, an innovative approach to unearthing ideas to improve customer experience. Sue and show host, Julia, discuss the genesis for the program, the resulting impact on the customer journey and...

  24. How rituals fortify customer experience as a competitive advantage: CX Mini Masterclass – E70

    This CX Mini Masterclass explores the concept of organizational rituals and the role they play in reinforcing culture and strengthening customer experience as a competitive advantage. Show host and customer experience expert, Julia Ahlfeldt, shares some findings from her recent research on team...

  25. The customer promise clarifies “What is great customer experience”: CX Mini Masterclass – E69

    This CX Mini Masterclass defines the concept of the Customer Promise and explores why it’s important for organizations to define “What is Great Experience” in the context of their brand. Show host and customer experience expert, Julia Ahlfeldt, dissects an example customer promise and shares tips...

  26. How rewards and recognition can foster customer excellence: CX Mini Masterclass – E68

    This CX Mini Masterclass explores employee reward and recognition programs as an important driver of team culture. Show host and customer experience expert, Julia Ahlfeldt, explains the different types of recognition programs and how these can help rally teams around customer excellence. If…

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  27. Internal and external marketing of customer experience: CX Mini Masterclass – E67

    This CX Mini Masterclass explores the importance of marketing customer experience, both externally to customers, as well internally to employees. Show host and customer experience expert, Julia Ahlfeldt, shares some practical tips and ideas for how you can leverage your customer promise as a...

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

    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...

  29. The Customer-Centric CEO: interview with Diego Gabathuler – E65

    CEO of Ivoclar Vivadent, Diego Gabathuler, shares his perspective on what it means to lead a customer-centric business. Diego and show host, Julia, discuss why he’s become such an ardent supporter of customer experience, how he’s moving the business from CX strategy to action and what CX...

  30. AI and Customer Experience: CX Mini Masterclass – E64

    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…

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

    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...

  32. Beyond customer experience: CX Mini Masterclass – E62

    This CX Mini Masterclass explores the importance of human experience and why brands need to ensure that their promise is delivered to all stakeholders, not just customers. Special guest and CX thought leader, Pierre Daems, shares insights about why an ecosystem of human experiences is key to a...

  33. Trends in digital user experience: interview with Jacques Oberholzer – E61

    User experience design expert, Jacques Oberholzer, shares his insights on UX and how businesses are dealing with today’s digitally savvy customers. Jacques and show host, Julia, discuss the evolution of the field of user experience, the relationship between UX and CX and the latest trends in...

  34. Foundations of a great CX program: CX Mini Masterclass – E60

    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…

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  35. How to make a service blueprint: CX Mini Masterclass – E59

    This CX Mini Masterclass provides step by step instructions for how to develop a service blueprint, a key tool for any CX team embarking on service design. Show host and customer experience expert, Julia Ahlfeldt, explains what a service blueprint is, how you build one and – most importantly –…

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  36. What is service design: CX Mini Masterclass – E58

    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...

  37. The role of design thinking in CX management: CX Mini Masterclass – E57

    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...

  38. CX vs. UX: CX Mini Masterclass – E56

    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...

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

    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…

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  40. Prioritizing customer journey improvement: CX Mini Masterclass – E54

    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...

  41. Customer experience KPIs: CX Mini Masterclass – E53

    This CX Mini Masterclass provides an overview of customer experience KPIs and how these can be used to foster organizational alignment. Why KPIs matter for CX alignment People shape their behavior around what they get measured on. It’s a basic tenet of management theory, and it’s why sales teams...

  42. Electricity and customer-centricity: interview with Chris Ahlfeldt – E52

    Energy industry expert, Chris Ahlfeldt, shares his insights on how the energy industry is handling customer-centricity and the world of empowered consumers. Chris and show host, Julia, discuss how the electricity industry is changing, what this means for consumers, and how organizations are...

  43. The basics of B2B CX: CX Mini Masterclass – E51

    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...

  44. CX in Government: CX Mini Masterclass – E50

    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…

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  45. What is customer success: CX Mini Masterclass – E49

    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...

  46. CX change management in action: CX Mini Masterclass – E48

    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...

  47. Positivity as a key to exceptional customer experience: interview with Matt Prowse – E47

    Matt Prowse, director of Customer Experience at IAG, Australia’s largest insurer, shares his experience leveraging positivity to rally teams around the customer. Matt (aka “the happiest man in insurance”) and show host, Julia Ahlfeldt discuss the power of positivity, what it takes to get…

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  48. Moments of Truth: CX Mini Masterclass – E46

    This CX Mini Masterclass explains customer “Moments of Truth”. Show host and customer experience expert, Julia Ahlfeldt, shares where the concept came from, and how you can use your understanding of Moments of Truth to improve customer journeys and foster loyalty. These moments can make or break…

    more

  49. Changing how we think about customers: CX Mini Masterclass – E45

    This CX Mini Masterclass makes the case for why CX practitioners need to help flip the script on how organizations think about customers. Special guest and CX thought leader Stephanie Thum provides practical tips on how to influence the way that teams regard customers. Insights from a special…

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  50. Experience-led change management: CX Mini Masterclass – E44

    This CX Mini Masterclass explains the role of change management in customer-centric business transformation, and why CX practitioners need to hone their skills in this competency. Special guest and CX thought leader Diane Magers provides an overview of change management and some of the most…

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ABOUT THIS SHOW

Interviews and perspectives from global customer experience experts

HOSTED BY

Julia Ahlfeldt, Certified Customer Experience Professional

CATEGORIES

business

Frequently Asked Questions

How many episodes does Decoding the Customer have?

Decoding the Customer currently has 94 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.

What is Decoding the Customer about?

Interviews and perspectives from global customer experience experts

How often does Decoding the Customer release new episodes?

Decoding the Customer has 94 episodes. Check the episode list to see recent publication dates and frequency.

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You can listen to Decoding the Customer on PodParley by clicking any episode. We provide an embedded audio player for direct listening, and you can also subscribe via your preferred podcast app using the RSS feed.

Who hosts Decoding the Customer?

Decoding the Customer is created and hosted by Julia Ahlfeldt, Certified Customer Experience Professional.
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