Decoding the Customer

Recent Episodes

Customer experience leadership in higher education: interview with Josh Dodson – E74

Posted March 5, 2020 • 00:36:54

Vice President of Marketing & Innovation at VisionPoint Marketing, Josh Dodson, shares his insights about how the field of higher education is embracing...

How to measure customer experience impact: CX Mini Masterclass – E73

Posted February 27, 2020 •

This CX Mini Masterclass explores practical ideas for how to measure customer experience impact beyond the usual-suspect CX measure like NPS and CSAT....

What is a customer advisory board: CX Mini Masterclass – E72

Posted February 20, 2020 •

This CX Mini Masterclass explores the concept of a customer advisory board (aka customer advisory council) as a Voice of Customer methodology that can...

Ideas to improve customer experience: interview with Sue Brady – E71

Posted February 13, 2020 •

VP of Marketing and Customer Engagement at HUGHES, Sue Brady, shares insights about her team's CXNow! program, an innovative approach to unearthing...

How rituals fortify customer experience as a competitive advantage: CX Mini Masterclass – E70

Posted February 6, 2020 •

This CX Mini Masterclass explores the concept of organizational rituals and the role they play in reinforcing culture and strengthening customer experience...