Decoding the Customer
By Julia Ahlfeldt, Certified Customer Experience Professional
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Interviews with customer experience (CX) experts, covering global best practices, insights and tips for driving customer-centric change. The podcast also explores how customer experience management strategies can be tailored and customized for the unique challenges of developing markets.
||CleanA global community for CX professionals: interview with Diane Magers CXPA – E10 - Decoding the Customer||Customer experience is a relatively new profession. Some larger businesses have established a CX team, but others have just one or two dedicated resources - and that’s in mature markets like the US and Europe. In developing markets,||7/25/2018||Free||View in iTunes|
||CleanKeeping customer experience simple: interview with Capitec Bank – E09 Part 2 - Decoding the Customer||In part one of my interview with Capitec Bank’s team, I spoke with Charl Nel and Shaun Ray about the bank’s customer-centric strategy and how they use social media to understand customers. Capitec has clearly been successful.||7/10/2018||Free||View in iTunes|
||CleanThe art of customer listening: interview with Capitec Bank – E09 Part 1 - Decoding the Customer||I recently interviewed Charl Nel and Shaun Ray from Capitec Bank, one of the Big 5 banks here in South Africa. Charl is the Head of Communications and Shaun manages its CX. - Firstly, for those who are not familiar with Capitec,||7/10/2018||Free||View in iTunes|
||CleanAn honest and practical guide to customer experience: interview with Ian Golding – E08 - Decoding the Customer||While the term CX was first coined in 1998, it’s only really taken off in the past 15 years. This is in large part thanks to the massive technical boom that fundamentally changed everything in the early 2000s.||6/27/2018||Free||View in iTunes|
||CleanWhen a voice is the face of customer experience: interview with Marianthi Dickie – E07 - Decoding the Customer||In today’s world, so many of our consumer interactions happen remotely. As banking, retail and other experiences have moved into the digital realm, their support functions have gradually transitioned out of the physical store or branch,||3/20/2018||Free||View in iTunes|
||CleanSolving 99 customer problems: interview with Multichoice SA – E06 - Decoding the Customer||This episode of Decoding the Customer explores how Multichoice, Africa’s largest satellite TV provider, ignited CX transformation through customer-centric culture change. It started when their CX team brought in several angry customers to give the exe||2/14/2018||Free||View in iTunes|
||CleanThe role of compassion in customer experience: interview with Laura Jack – E05 - Decoding the Customer||Understanding the perspectives of others and making decisions within this context is the foundation good customer experience. Customer compassion is key to developing engaging customer experiences, and rallying teams around a common customer-centric g||11/28/2017||Free||View in iTunes|
||CleanExecutive champion for the customer mandate: interview with Michelle Beetar, Chief Customer Officer at Cell C - Decoding the Customer||In 2016, the South African telecommunication firm, Cell C, hired Michelle Beetar as their first Chief Customer Officer. A year into her new role, I had an opportunity to speak with Michelle about her experience, progress to-date, what she's learned,||10/26/2017||Free||View in iTunes|
||CleanCX excellence in action: Interview with Airbnb’s Desirree Madison-Biggs – E03 - Decoding the Customer||Airbnb customer experience is truly something different. The brand is one of my favorite examples of customer-centric disruption. They've gotten it right, and the proof is in the pudding. Airbnb has doubled in size every year since 2014,||10/2/2017||Free||View in iTunes|
||CleanInnovation, disruption and staying relevant in the Age of the Customer: interview with Roger Norton – E02 - Decoding the Customer||In August 2017, I had the opportunity to speak with Roger Norton about fintech disruption and the future of the financial services sector. Roger is the CEO of Playlogix, co-founder of the Lead Iterator, and author of the book: Start Here: A quick guide||9/19/2017||Free||View in iTunes|
||CleanDriving patient-centric change: insights from Mediclinic SA – E01 - Decoding the Customer||Kevin Seaman, Patient Experience Manager at Mediclinic South Africa, shares the catalysts for their patient-centric change journey, what it takes to engage ~17,000 employees, and his tips for success. - Decoding the Customer is a customer experience p..||8/21/2017||Free||View in iTunes|