Decoding the Customer

Recent Episodes

What is customer success: CX Mini Masterclass – E49

Posted August 14, 2019 •

This CX Mini Masterclass explains customer success within the context of customer experience. Show host and customer experience expert, Julia Ahlfeldt,...

CX change management in action: CX Mini Masterclass – E48

Posted August 8, 2019 •

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...

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

Posted August 1, 2019 •

Matt Prowse, director of Customer Experience at IAG, Australia's largest insurer, shares his experience leveraging positivity to rally teams around...

Moments of Truth: CX Mini Masterclass – E46

Posted July 25, 2019 •

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

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

Posted July 18, 2019 •

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...