All Episodes
Decoding the Customer — 94 episodes
Rebroadcast of Moments of Truth: CX Mini Masterclass – E46
Rebroadcast of Measuring customer experience through leading and lagging indicators: CX Mini Masterclass – E32
Rebroadcast of Calculating Customer Lifetime Value: CX Mini Masterclass – E22
Conversation with the godmother of customer experience: interview with Jeanne Bliss – E90
Customer impact scorecard: CX Mini Masterclass – E89
How to build a world class CX dashboard: CX Mini Masterclass – E88
Measuring digital customer experience: CX Mini Masterclass – E87
3 ways to foster empathy among teams: CX Mini Masterclass – E86
The ultimate guide to customer experience metrics: CX Mini Masterclass – E85
3 tips for balancing consistent customer experience and technology innovation: CX Mini Masterclass – E84
The impact of Covid 19 and customer experience in the new normal: interview with Jennifer Wright – E83
Understanding the customer touchpoint map: CX Mini Masterclass – E82
Using interviews to gain customer insight: CX Mini Masterclass – E81
Cracking CX success and customer experience ROI: interview with Michelle Morris – E80
3 unique customer experience research approaches you might not know: CX Mini Masterclass – E79
Understanding CX maturity models: CX Mini Masterclass – E78
Tapping into VOC insight through social media: CX Mini Masterclass – E77
Customer journey management in times of crisis: CX Mini Masterclass – E76
Customer journey optimization via the VOC feedback loop: CX Mini Masterclass – E75
Customer experience leadership in higher education: interview with Josh Dodson – E74
How to measure customer experience impact: CX Mini Masterclass – E73
What is a customer advisory board: CX Mini Masterclass – E72
Ideas to improve customer experience: interview with Sue Brady – E71
How rituals fortify customer experience as a competitive advantage: CX Mini Masterclass – E70
The customer promise clarifies “What is great customer experience”: CX Mini Masterclass – E69
How rewards and recognition can foster customer excellence: CX Mini Masterclass – E68
Internal and external marketing of customer experience: CX Mini Masterclass – E67
Creating a unified customer experience culture: CX Mini Masterclass – E66
The Customer-Centric CEO: interview with Diego Gabathuler – E65
AI and Customer Experience: CX Mini Masterclass – E64
CX metrics, mistakes and missed opportunities: CX Mini Masterclass – E63
Beyond customer experience: CX Mini Masterclass – E62
Trends in digital user experience: interview with Jacques Oberholzer – E61
Foundations of a great CX program: CX Mini Masterclass – E60
How to make a service blueprint: CX Mini Masterclass – E59
What is service design: CX Mini Masterclass – E58
The role of design thinking in CX management: CX Mini Masterclass – E57
CX vs. UX: CX Mini Masterclass – E56
Great customer experience starts from the top: CX Mini Masterclass – E55
Prioritizing customer journey improvement: CX Mini Masterclass – E54
Customer experience KPIs: CX Mini Masterclass – E53
Electricity and customer-centricity: interview with Chris Ahlfeldt – E52
The basics of B2B CX: CX Mini Masterclass – E51
CX in Government: CX Mini Masterclass – E50
What is customer success: CX Mini Masterclass – E49
CX change management in action: CX Mini Masterclass – E48
Positivity as a key to exceptional customer experience: interview with Matt Prowse – E47
Moments of Truth: CX Mini Masterclass – E46
Changing how we think about customers: CX Mini Masterclass – E45
Experience-led change management: CX Mini Masterclass – E44
Digital customer experience will change the way we bank: interview with Luisa Mazinter – E43
Closing the customer feedback loop: CX Mini Masterclass – E42
Employees are your VOC secret weapon: CX Mini Masterclass – E41
Bring customer insight to life through personas: CX Mini Masterclass – E40
Understanding Voice of Customer: CX Mini Masterclass – E39
Delivering luxury customer experience in the safari industry: interview with Troy Smith – E38
Customer experience culture starts with hiring: CX Mini Masterclass – E37
Customer Strategy vs. business risk: CX Mini Masterclass – E36
Customer Service without subservience: CX Mini Masterclass – E35
Insight on emerging consumer experience trends: interview with Ilenia Vidili – E34
Taking on Net Promoter Score: CX Mini Masterclass – E33
How to Measure Customer Experience with Leading vs. Lagging Indicators: CX Mini Masterclass – E32
3 Common customer experience metrics explained: CX Mini Masterclass – E31
Realizing customer value: interview with Arvida CEO Bill McDonald – E30
Demystifying customer experience strategy: CX Mini Masterclass – E29
Metrics, Measures and CX business value: CX Mini Masterclass – E28
The link between CX and employee experience: CX Mini Masterclass – E27
Delivering customer delight in the digital age: interview with Adrian Swinscoe – E26
3 actionable tips for influencing customer centric change: CX Mini Masterclass – E25
Evaluating customer experience impact for business decisions: CX Mini Masterclass – E24
On-ramps, off-ramps and customer experience ROI: CX Mini Masterclass – E23
Calculating Customer Lifetime Value: CX Mini Masterclass – E22
Fostering support for CX Strategy: interview with Marnitz Van Heerden – E21
How to map the customer journey: CX Mini Masterclass – E20
Prepare for customer journey mapping: CX Mini Masterclass – E19
Customer journey map – start here: CX Mini Masterclass – E18
Airline customer experience management: interview with Iain Meaker – E17
Customer touchpoints, experiences and journeys…oh my! CX Mini Masterclass – E16
The difference between customer experience and customer service: CX Mini Masterclass – E15
What is customer experience: CX Mini Masterclass – E14
Data, insights and B2B customer experience: interview with Andrew Swan – E13
Next gen employee engagement strategy: interview with CXO Jason Bradshaw – E12
Yuppiechef, a customer experience leader: interview with CEO Andrew Smith – E11
A global community for CX professionals: interview with Diane Magers CXPA – E10
Keeping customer experience simple: interview with Capitec Bank – E09 Part 2
The art of customer listening: interview with Capitec Bank – E09 Part 1
An honest and practical guide to customer experience: interview with Ian Golding – E08
When a voice is the face of customer experience: interview with Marianthi Dickie – E07
Solving 99 customer problems: interview with Multichoice SA – E06
The role of compassion in customer experience: interview with Laura Jack – E05
Executive champion for the customer mandate: interview with Michelle Beetar, Chief Customer Officer at Cell C
CX excellence in action: Interview with Airbnb’s Desirree Madison-Biggs – E03
Innovation, disruption and staying relevant in the Age of the Customer: interview with Roger Norton – E02
Driving patient-centric change: insights from Mediclinic SA – E01