Decoding the Customer

Recent Episodes

Book Julia as Your Next Customer Experience Keynote Speaker

Posted August 26, 2024 •

Whether you are seeking an engaging speaker who can energize your team about customer experience or you are organizing a strategic leadership event, Julia...

Rebroadcast of Moments of Truth: CX Mini Masterclass – E46

Posted September 3, 2020 • 00:08:48

This CX Mini Masterclass explains customer "Moments of Truth". Show host and customer experience expert, Julia Ahlfeldt, shares where the concept came...

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

Posted August 20, 2020 • 00:09:21

This CX Mini Masterclass explains the role of leading and lagging indicators in measuring customer experience. Show host and customer experience expert,...

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

Posted August 6, 2020 • 00:07:01

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....

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

Posted June 25, 2020 • 00:33:14

Customer experience expert and industry pioneer, Jeanne Bliss, shares insights about...