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Insights

Insights
June 10, 2018

Customer experience leadership evolves in SA

SA C-suites welcome chief customer officer to the club by Julia Ahlfeldt (@JuliaAhlfeldt) Before we consumers…
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Insights
May 8, 2018

The CX Files: Seven dos & don’ts of journey mapping

by Julia Ahlfeldt (@JuliaAhlfeldt) For many businesses, journey mapping is their first foray into customer-centric thinking and, if…
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Insights
April 24, 2018

The CX-Files: The CX metrics that matter most to customers

by Julia Ahlfeldt (@JuliaAhlfeldt) The business climate is changing fast, regardless of what sceptics say. To…
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Insights
February 16, 2018

Weighing in on consumer marketing trends for 2018

I was invited to participate in a panel of marketing industry executives who each provided…
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InsightsNews
December 13, 2017

Omnichannel customer experience opportunities in the travel sector

Consumer behavior is different in developing markets. There is no denying it. Business strategies that…
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Insights
December 2, 2017

Let South Africa’s Black Friday faux pas be a valuable CX lesson

By Julia Ahlfeldt Thirty-four seconds. That’s all it took to exasperate thousands of South Africans…
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Insights
October 9, 2017

Customer-centric disruption – and how companies can leverage CX to stay relevant

By Julia Ahlfeldt Many industries have experiences customer-centric disruption, and their tales should serve as…
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Insights
September 26, 2017

Guest blogging for CX Innovation & Tech Fest: Is Your Organization’s Immune System Too Healthy?

By Julia Ahlfeldt Before the days of social media and online reviews, companies could easily…
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Insights
September 19, 2017

Bizcommunity op-ed: Mitigate market disruption by maximizing customer experience

By Julia Ahlfeldt Over the past 18 months, CEOs have been waking up to the…
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Insights
September 18, 2017

Digital disruption and the future of CX

Are South African companies ready for the future of customer experience? Julia discusses disruption, virtual…
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