Cover image of Decoding the Customer

Decoding the Customer

Interviews and perspectives from global customer experience experts

Ranked #1

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3 tips for balancing consistent customer experience and technology innovation: CX Mini Masterclass – E84

3 tips for balancing consistent customer experience and technology innovation: CX Mini Masterclass – E84

This CX Mini Masterclass comes directly from a listener request about how organizations can ensure that CX is protected,... Read more

14 May 2020

10mins

Ranked #2

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

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

VP of Marketing and Customer Engagement at HUGHES, Sue Brady, shares insights about her team’s CXNow! program, an innova... Read more

13 Feb 2020

Ranked #3

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The basics of B2B CX: CX Mini Masterclass – E51

The basics of B2B CX: CX Mini Masterclass – E51

This CX Mini Masterclass provides an overview of what makes experience management unique for organizations in the busine... Read more

29 Aug 2019

Ranked #4

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Prioritizing customer journey improvement: CX Mini Masterclass – E54

Prioritizing customer journey improvement: CX Mini Masterclass – E54

This CX Mini Masterclass provides a simple and straightforward approach to prioritizing customer journey improvements. S... Read more

19 Sep 2019

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Ranked #5

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

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

This CX Mini Masterclass looks at the practical realities of managing the customer journey in time of crisis. Interactio... Read more

19 Mar 2020

8mins

Ranked #6

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Customer experience KPIs: CX Mini Masterclass – E53

Customer experience KPIs: CX Mini Masterclass – E53

This CX Mini Masterclass provides an overview of customer experience KPIs and how these can be used to foster organizati... Read more

12 Sep 2019

Ranked #7

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

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

This CX Mini Masterclass explores how organizations can leverage social media as a rich source of Voice of Customer (VOC... Read more

26 Mar 2020

10mins

Ranked #8

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

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

Vice President of Marketing & Innovation at VisionPoint Marketing, Josh Dodson, shares his insights about how the fi... Read more

5 Mar 2020

36mins

Ranked #9

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Cracking CX success and customer experience ROI: interview with Michelle Morris – E80

Cracking CX success and customer experience ROI: interview with Michelle Morris – E80

Seasoned CX leader and Customer Experience Design Partner with Verizon Business Group, Michelle Morris, shares insights ... Read more

16 Apr 2020

46mins

Ranked #10

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Electricity and customer-centricity: interview with Chris Ahlfeldt – E52

Electricity and customer-centricity: interview with Chris Ahlfeldt – E52

Energy industry expert, Chris Ahlfeldt, shares his insights on how the energy industry is handling customer-centricity a... Read more

5 Sep 2019

Ranked #11

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AI and Customer Experience: CX Mini Masterclass – E64

AI and Customer Experience: CX Mini Masterclass – E64

This CX Mini Masterclass provides an overview of artificial intelligence and its emerging role in CX management. Show ho... Read more

28 Nov 2019

Ranked #12

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

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

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

12 Mar 2020

11mins

Ranked #13

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The impact of Covid 19 and customer experience in the new normal: interview with Jennifer Wright – E83

The impact of Covid 19 and customer experience in the new normal: interview with Jennifer Wright – E83

Customer experience transformation expert and Director of Experience Analytics at Magellan Health, Jennifer Wright, shar... Read more

7 May 2020

45mins

Ranked #14

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What is service design: CX Mini Masterclass – E58

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 ... Read more

17 Oct 2019

Ranked #15

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CX metrics, mistakes and missed opportunities: CX Mini Masterclass – E63

CX metrics, mistakes and missed opportunities: CX Mini Masterclass – E63

This CX Mini Masterclass explores some of the most pervasive missteps that organizations make with their CX metrics. Spe... Read more

21 Nov 2019

Ranked #16

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How to make a service blueprint: CX Mini Masterclass – E59

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 C... Read more

24 Oct 2019

Ranked #17

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

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

This CX Mini Masterclass explores the importance of marketing customer experience, both externally to customers, as well... Read more

16 Jan 2020

Ranked #18

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Foundations of a great CX program: CX Mini Masterclass – E60

Foundations of a great CX program: CX Mini Masterclass – E60

This CX Mini Masterclass explores the key components of a successful CX program. There might not be a one-size-fits-all ... Read more

31 Oct 2019

Ranked #19

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Great customer experience starts from the top: CX Mini Masterclass – E55

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 t... Read more

26 Sep 2019

Ranked #20

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CX vs. UX: CX Mini Masterclass – E56

CX vs. UX: CX Mini Masterclass – E56

This CX Mini Masterclass provides clarity on the difference between user experience (UX) and customer experience (CX). S... Read more

3 Oct 2019

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