Decoding the Customer

50 Episodes

1. How to measure customer experience impact: CX Mini Masterclass – E73

   Published: 2/27/2020
2. What is a customer advisory board: CX Mini Masterclass – E72

   Published: 2/20/2020
3. Ideas to improve customer experience: interview with Sue Brady – E71

   Published: 2/13/2020
4. How rituals fortify customer experience as a competitive advantage: CX Mini Masterclass – E70

   Published: 2/6/2020
5. The customer promise clarifies “What is great customer experience”: CX Mini Masterclass – E69

   Published: 1/30/2020
6. How rewards and recognition can foster customer excellence: CX Mini Masterclass – E68

   Published: 1/23/2020
7. Internal and external marketing of customer experience: CX Mini Masterclass – E67

   Published: 1/16/2020
8. Creating a unified customer experience culture: CX Mini Masterclass – E66

   Published: 1/9/2020
9. The Customer-Centric CEO: interview with Diego Gabathuler – E65

   Published: 1/2/2020
10. AI and Customer Experience: CX Mini Masterclass – E64

    Published: 11/28/2019
11. CX metrics, mistakes and missed opportunities: CX Mini Masterclass – E63

    Published: 11/21/2019
12. Beyond customer experience: CX Mini Masterclass – E62

    Published: 11/14/2019
13. Trends in digital user experience: interview with Jacques Oberholzer – E61

    Published: 11/7/2019
14. Foundations of a great CX program: CX Mini Masterclass – E60

    Published: 10/31/2019
15. How to make a service blueprint: CX Mini Masterclass – E59

    Published: 10/24/2019
16. What is service design: CX Mini Masterclass – E58

    Published: 10/17/2019
17. The role of design thinking in CX management: CX Mini Masterclass – E57

    Published: 10/10/2019
18. CX vs. UX: CX Mini Masterclass – E56

    Published: 10/3/2019
19. Great customer experience starts from the top: CX Mini Masterclass – E55

    Published: 9/26/2019
20. Prioritizing customer journey improvement: CX Mini Masterclass – E54

    Published: 9/19/2019