Decoding the Customer
Interviews and perspectives from global customer experience experts
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Recent Episodes
How to make a service blueprint: CX Mini Masterclass – E59
This CX Mini Masterclass provides step by step instructions for how to develop a service blueprint, a key tool for any CX team embarking on service...
What is service design: CX Mini Masterclass – E58
This CX Mini Masterclass provides an overview of service design and why this is important for teams that are working on customer journey improvement....
The role of design thinking in CX management: CX Mini Masterclass – E57
This CX Mini Masterclass provides an overview of design thinking and how this methodology can be used to craft new experiences, refine journeys or build...
CX vs. UX: CX Mini Masterclass – E56
This CX Mini Masterclass provides clarity on the difference between user experience (UX) and customer experience (CX). Show host and customer experience...
Great customer experience starts from the top: CX Mini Masterclass – E55
This CX Mini Masterclass explores how leaders can champion the customer mandate. Great customer experience starts with the goals, data and a vision....
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