Certified Customer Experience Professional

Julia Ahlfeldt

B.A. Economics and Foreign Language – Scripps College, Claremont, CA

I started my career as a management consultant, primarily working with clients in the financial services industry. Early on, I became interested in consumer insights and facilitating process improvement in ways that both enhanced efficiency and benefitted customers. This eventually progressed into implementing customer-centered strategic change, and I expanded into other industries.

Once a highly specialised niche, customer experience management has become a focus for companies wanting to gain a competitive edge in the “Age of the Customer”.

I’ve dedicated my career to helping organisations gain market leadership through customer-centricity.

ABSA, Momentum, Virgin and Cell C are a few South African blue-chips who I’ve worked with, while internationally I add American Express (USA), Ross Stores (USA), JP Morgan Chase (USA) to my extensive portfolio of CX experience.

Originally from the USA, I am one of a handful of Certified Customer Experience Professionals (CCXP) in South Africa. I leverage my knowledge of global best practice and understanding of both the international and local market to create customised solutions that unite organisations around their customers.

I regularly share my insights and experience at industry events. To learn more about CX and customer-centricity, join me at one of my next talks. To book me for a speaking engagement, please email julia@julia-ahlfeldt or call +27 83 424 7234.

Experience

Over the past 13 years, I’ve gained extensive experience working with B2C and B2B businesses in these sectors:
Retail
Telecommunications
Banking
Insurance
Credit Card Services
Health & Fitness
Energy
Automotive
Private Banking & Wealth Management
Music & Entertainment

of companies who adopt CX report an increase in repeat business

Julia presented at our largest client conference in 2016, where she enthralled senior decision-makers from across the South African business community on how organisations need to prepare for the new competitive battlefield. She displayed great insight and understanding into the importance of customer experience and, most importantly, gave the audience tangible takeaways of how to execute on this and ensure success.

Keith WardellHead of Commercial Strategy, Experian South Africa

There are few I can rely on to the degree I rely on Julia. Her ability to design and build a world class customer experience that’s deliverable and repeatable has been invaluable to us. What sets Julia apart from most consultants is that she can move far past the presentation of strategic ideas, and is actually adept at getting things done. Anyone can tell you that you need to hit the target, very few can take aim, pull the trigger, and make it happen.

Drake CokerFounder and CEO, Scratch Vinyl

Julia has a can do approach backed up with expertise and a desire to do things right. She quickly builds credibility with senior stakeholders and challenges in an engaging way to ensure buy-in. She can relate to people across all levels of an organization and can combine sharp strategic thinking with a grasp of day to day activities.

Fiona SweeneyPeople Director, Virgin Active South Africa