Decoding the Customer

Recent Episodes

Customer impact scorecard: CX Mini Masterclass – E89

Posted June 18, 2020 • 00:09:17

This CX Mini Masterclass explains a simple yet effective CX tool for driving customer-centric change and ensuring that business decisions support an...

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

Posted June 11, 2020 • 00:09:54

This CX Mini Masterclass explores best practices for building a CX dashboard, a critically important tool for any CX program. Special guest and customer...

Measuring digital customer experience: CX Mini Masterclass – E87

Posted June 4, 2020 • 00:11:15

This CX Mini Masterclass explains the importance of measuring digital customer experience and some of the most popular metrics for doing this. Show...

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

Posted May 28, 2020 • 00:10:32

This CX Mini Masterclass explains the importance of establishing empathy for the customer among all employees and 3 practical ways CX professionals...

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

Posted May 21, 2020 • 00:11:15

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,...