Decoding the Customer

Recent Episodes

3 unique customer experience research approaches you might not know: CX Mini Masterclass – E79

Posted April 10, 2020 • 00:08:41

This CX Mini Masterclass explores 3 low-cost unique customer experience research methodologies. Show host and customer experience expert, Julia Ahlfeldt,...

Understanding CX maturity models: CX Mini Masterclass – E78

Posted April 2, 2020 • 00:09:28

This CX Mini Masterclass explains CX maturity models, what they are and how to leverage them. As organizations work towards their customer-centric objectives,...

Tapping into VOC insight through social media: CX Mini Masterclass – E77

Posted March 26, 2020 • 00:10:56

This CX Mini Masterclass explores how organizations can leverage social media as a rich source of Voice of Customer (VOC) insight. It can be frustrating...

Customer journey management in times of crisis: CX Mini Masterclass – E76

Posted March 19, 2020 • 00:08:16

This CX Mini Masterclass looks at the practical realities of managing the customer journey in time of crisis. Interactions during a crisis can be the...

Customer journey optimization via the VOC feedback loop: CX Mini Masterclass – E75

Posted March 12, 2020 • 00:11:44

This CX Mini Masterclass explains the concept of the Voice of Customer (VOC) Feedback Loop and why this is important for customer journey optimization....