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Decoding the Customer

Julia Ahlfeldt, Certified Customer Experience Professional

Decoding the Customer

A weekly Business podcast
Good podcast? Give it some love!
Decoding the Customer

Julia Ahlfeldt, Certified Customer Experience Professional

Decoding the Customer

Episodes
Decoding the Customer

Julia Ahlfeldt, Certified Customer Experience Professional

Decoding the Customer

A weekly Business podcast
Good podcast? Give it some love!
Rate Podcast

Episodes of Decoding the Customer

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This CX Mini Masterclass explains customer "Moments of Truth". Show host and customer experience expert, Julia Ahlfeldt, shares where the concept came from, and how you can use your understanding of Moments of Truth to improve customer journeys
This CX Mini Masterclass explains the role of leading and lagging indicators in measuring customer experience. Show host and customer experience expert, Julia Ahlfeldt, shares examples for how you can build a balanced view of customer experienc
This CX Mini Masterclass covers the concept of Customer Lifetime Value (CLV), how to calculate this, and why it’s an important metric for the CX profession. Show host and customer experience expert, Julia Ahlfeldt, will help you understand how
Customer experience expert and industry pioneer, Jeanne Bliss, shares insights about the origins of the CX industry as well as where it’s going. Jeanne, also known as the godmother of customer experience, provides listeners with a unique window
This CX Mini Masterclass explains a simple yet effective CX tool for driving customer-centric change and ensuring that business decisions support an organization's overall CX goals. Show host and customer experience expert, Julia Ahlfeldt, expl
This CX Mini Masterclass explores best practices for building a CX dashboard, a critically important tool for any CX program. Special guest and customer experience expert, Ben Motteram takes listeners through the benefits and uses of a CX dashb
This CX Mini Masterclass explains the importance of measuring digital customer experience and some of the most popular metrics for doing this. Show host and customer experience expert, Julia Ahlfeldt, provides an overview of what metrics and me
This CX Mini Masterclass explains the importance of establishing empathy for the customer among all employees and 3 practical ways CX professionals can help teams do this. Show host and customer experience expert, Julia Ahlfeldt, covers 3 tried
This CX Mini Masterclass covers a roundup of the key insights on CX metrics from previous episodes. Show host and customer experience expert, Julia Ahlfeldt, covers everything from the basic definitions of the most popular metrics to the strate
This CX Mini Masterclass comes directly from a listener request about how organizations can ensure that CX is protected, even as customers and companies move to more reliance on technology. Show host and customer experience expert, Julia Ahlfel
Customer experience transformation expert and Director of Experience Analytics at Magellan Health, Jennifer Wright, shares insights on CX in the age of Covid 19 and beyond. Jennifer leverages her knowledge of consumer behavior and experience as
This CX Mini Masterclass explains customer touchpoint maps, how these differ from journey maps, and their place in the CX professional's toolbox. Show host and customer experience expert, Julia Ahlfeldt, breaks down what a touchpoint map is (an
This CX Mini Masterclass explores the benefits of interviews as an effective approach to gain customer insight. Special guest and CX thought leader Stephanie Thum shares when and where this Voice of Customer (VOC) strategy can be most useful, b
Seasoned CX leader and Customer Experience Design Partner with Verizon Business Group, Michelle Morris, shares insights from her rich and varied career in customer experience. Michelle helped shape one of the earliest formalized customer experi
This CX Mini Masterclass explores 3 low-cost unique customer experience research methodologies. Show host and customer experience expert, Julia Ahlfeldt, explains the benefits of expanding VOC efforts beyond the survey and focus group, several
This CX Mini Masterclass explains CX maturity models, what they are and how to leverage them. As organizations work towards their customer-centric objectives, they need to find ways of measuring, evaluating and charting their progress. Show hos
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 for brands to have their journey pain points laid bare for the entire internet to see, but
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 ultimate moment of truth for the customer, but experiences will only strengthen loyalty if bra
This CX Mini Masterclass explains the concept of the Voice of Customer (VOC) Feedback Loop and why this is important for customer journey optimization. It's one thing to map the customer journey, it's another to improve customer experiences on
Vice President of Marketing & Innovation at VisionPoint Marketing, Josh Dodson, shares his insights about how the field of higher education is embracing customer-centricity and responding to the demands of the Age of the Customer. Customer expe
This CX Mini Masterclass explores practical ideas for how to measure customer experience impact beyond the usual-suspect CX measure like NPS and CSAT. From efficiency gains to market share growth, there are many options for CX professional to d
This CX Mini Masterclass explores the concept of a customer advisory board (aka customer advisory council) as a Voice of Customer methodology that can yield incredibly rich insights and strengthen relationships with influential customers. Show
VP of Marketing and Customer Engagement at HUGHES, Sue Brady, shares insights about her team's CXNow! program, an innovative approach to unearthing ideas to improve customer experience. Sue and show host, Julia, discuss the genesis for the prog
This CX Mini Masterclass explores the concept of organizational rituals and the role they play in reinforcing culture and strengthening customer experience as a competitive advantage. Show host and customer experience expert, Julia Ahlfeldt, sh
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" in the context of their brand. Show host and customer experience expert, Julia Ahlfeldt,
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