Decoding the Customer
Interviews and perspectives from global customer experience experts
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Recent Episodes
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...
Digital customer experience will change the way we bank: interview with Luisa Mazinter – E43
CMO of TymeBank, Luisa Mazinter shares insights on how her organization is shaking up consumer banking. Luisa and show host, Julia Ahlfeldt discuss...
Employees are your VOC secret weapon: CX Mini Masterclass – E41
This CX Mini Masterclass explains how to leverage employees to bolster your VOC (Voice of Customer) efforts. Employees often have a unique perspective...
Bring customer insight to life through personas: CX Mini Masterclass – E40
This CX Mini Masterclass explains how to put your Voice of Customer (VOC) insights to work through personas. Show host and customer experience...
Customer experience culture starts with hiring: CX Mini Masterclass – E37
This CX Mini Masterclass explains how an organization's recruiting practices set the stage for its customer experience culture. Show host and...
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