Decoding the Customer

Recent Episodes

The customer promise clarifies “What is great customer experience”: CX Mini Masterclass – E69

Posted January 30, 2020 •

This CX Mini Masterclass defines the concept of the Customer Promise and explores why it's important for organizations to define "What is Great Experience"...

How rewards and recognition can foster customer excellence: CX Mini Masterclass – E68

Posted January 23, 2020 •

This CX Mini Masterclass explores employee reward and recognition programs as an important driver of team culture. Show host and customer experience...

Internal and external marketing of customer experience: CX Mini Masterclass – E67

Posted January 16, 2020 •

This CX Mini Masterclass explores the importance of marketing customer experience, both externally to customers, as well internally to employees. Show...

Creating a unified customer experience culture: CX Mini Masterclass – E66

Posted January 9, 2020 •

This CX Mini Masterclass explains why HR strategy underpins culture and how CX professionals can engage HR to foster a unified customer experience culture....

The Customer-Centric CEO: interview with Diego Gabathuler – E65

Posted January 2, 2020 •

CEO of Ivoclar Vivadent, Diego Gabathuler, shares his perspective on what it means to lead a customer-centric business. Diego and show host, Julia,...