Rebroadcast of Moments of Truth: CX Mini Masterclass – E46
Rebroadcast of Moments of Truth: CX Mini Masterclass – E46
This CX Mini Masterclass explains customer “Moments of Truth”. Show host and customer experience expert, Julia Ahlfeldt,... Read more
3 Sep 2020
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8mins
Rebroadcast of Measuring customer experience through leading and lagging indicators: CX Mini Masterclass – E32
Rebroadcast of Measuring customer experience through leading and lagging indicators: CX Mini Masterclass – E32
This CX Mini Masterclass explains the role of leading and lagging indicators in measuring customer experience. Show host... Read more
20 Aug 2020
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9mins
Rebroadcast of Calculating Customer Lifetime Value: CX Mini Masterclass – E22
Rebroadcast of Calculating Customer Lifetime Value: CX Mini Masterclass – E22
This CX Mini Masterclass covers the concept of Customer Lifetime Value (CLV), how to calculate this, and why it’s an imp... Read more
6 Aug 2020
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7mins
Conversation with the godmother of customer experience: interview with Jeanne Bliss – E90
Conversation with the godmother of customer experience: interview with Jeanne Bliss – E90
Customer experience expert and industry pioneer, Jeanne Bliss, shares insights about the origins of the CX industry as w... Read more
25 Jun 2020
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33mins
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Customer impact scorecard: CX Mini Masterclass – E89
Customer impact scorecard: CX Mini Masterclass – E89
This CX Mini Masterclass explains a simple yet effective CX tool for driving customer-centric change and ensuring that b... Read more
18 Jun 2020
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9mins
How to build a world class CX dashboard: CX Mini Masterclass – E88
How to build a world class CX dashboard: CX Mini Masterclass – E88
This CX Mini Masterclass explores best practices for building a CX dashboard, a critically important tool for any CX pro... Read more
11 Jun 2020
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9mins
Measuring digital customer experience: CX Mini Masterclass – E87
Measuring digital customer experience: CX Mini Masterclass – E87
This CX Mini Masterclass explains the importance of measuring digital customer experience and some of the most popular m... Read more
4 Jun 2020
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11mins
3 ways to foster empathy among teams: CX Mini Masterclass – E86
3 ways to foster empathy among teams: CX Mini Masterclass – E86
This CX Mini Masterclass explains the importance of establishing empathy for the customer among all employees and 3 prac... Read more
28 May 2020
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10mins
The ultimate guide to customer experience metrics: CX Mini Masterclass – E85
The ultimate guide to customer experience metrics: CX Mini Masterclass – E85
This CX Mini Masterclass covers a roundup of the key insights on CX metrics from previous episodes. Show host and custom... Read more
21 May 2020
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11mins
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
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10mins
