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 and foster loyalty. These moments can make or break a customer journey, so if you’ve heard this term used as a buzzword, but want to learn how to translate jargon into business results, then this episode is for you. Enjoy the best of the archive The podcast is currently on hiatus and will be back with new content later this year. In the meantime ..read more

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 experience with the right mix of CX metrics and measures. If you are wondering how to move beyond a one-metric view of CX, this episode is for you. Enjoy the best of the archive The podcast is currently on hiatus and will be back with new content later this year. In the meantime, I’ve curated a highlight reel of my favorite past shows to share with listener ..read more

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 to leverage CLV to demonstrate the ROI of customer experience and foster buy-in for customer-centric strategy. Enjoy the best of the archive The podcast is currently on hiatus and will be back with new content later this year. In the meantime, I’ve curated a highlight reel of my favorite past shows to share with listeners. Want to keep learnin ..read more

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 into her career path from becoming one of the first Chief Customer Officers, to founding the CXPA and becoming a transformative force in field of CX. Jeanne and show host, Julia, discuss the enduring challenges facing all CX professionals and what’s next on the horizon for customer experience in the years to come. If you’re looking for some insight ..read more

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, explains the customer impact scorecard, how to build one and then how to use it to ensure that business changes work for – not against – CX. Julia also shares some news about a planned hiatus for the show. If you’re looking for a practical approach to help cross functional teams stay the course towards shared customer experience goals, then this episode ..read more

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 dashboard, he provides insights on how to build one with the end user in mind,  and he also speaks about how best to distribute your dashboard once it’s up and running. If you’re looking for a one stop shop for expert guidance on why and how you should build a CX dashboard, then this episode is for you. Insights from a special guest Ben Motteram  ..read more

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 measures are typically captured at various digital touchpoints, ideas on how to use these to understand the journey, and tips on where you might be able to find this data within your organization. If you’re looking for some ideas about how to leverage digital experience metrics and measures to better understand the holistic customer journey, then this ..read more

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-and-true empathy building activities that you can use with nearly any team from service reps to the c-suite. If you’re looking for ideas and inspiration on how to help team members at all levels foster empathy and get in touch with the needs of the customer, then this episode is for you. Establish a culture of empathy There is a lot of focus on bu ..read more

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 strategies for putting these to use, plus a step by step guide on where you can go to learn more. Customer experience metrics have always been a hot topic in the industry, so this episode is for new CXers and seasoned experts alike. If you’re interested in an expert-curated guide to customer experience metrics and their role in CX management, then this ep ..read more

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 Ahlfeldt, explains the relationship between customer experience and technology, and 3 ways to maintain the integrity of CX amid a changing landscape. If you’re interested in some practical actions that you can take to ensure great customer experience even as the consumer marketplace becomes more digitized and automated, then this episode is for you. Bala ..read more