Decoding the Customer

Recent Episodes

3 tips for balancing consistent customer experience and technology innovation: CX Mini Masterclass – E84

Posted May 14, 2020 • 00:10:25

This CX Mini Masterclass comes directly from a listener request about how organizations can ensure that CX is protected, even as customers and companies...

The impact of Covid 19 and customer experience in the new normal: interview with Jennifer Wright – E83

Posted May 7, 2020 • 00:45:19

Customer experience transformation expert and Director of Experience Analytics at Magellan Health,

Understanding the customer touchpoint map: CX Mini Masterclass – E82

Posted April 30, 2020 • 00:09:30

This CX Mini Masterclass explains customer touchpoint maps, how these differ from journey maps, and their place in the CX professional's toolbox. Show...

Using interviews to gain customer insight: CX Mini Masterclass – E81

Posted April 23, 2020 • 00:11:51

This CX Mini Masterclass explores the benefits of interviews as an effective approach to gain customer insight. Special guest and CX thought leader...

Cracking CX success and customer experience ROI: interview with Michelle Morris – E80

Posted April 16, 2020 • 00:46:51

Seasoned CX leader and Customer Experience Design Partner with Verizon Business Group, Michelle Morris, shares insights from her rich and varied career...