Category

Insights

Insights
September 30, 2018

Experiencing CX in Botswana

Gaborone skyline on a balmy August evening Those who know me in a personal capacity…
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Insights
September 30, 2018

The CX-Files: CEOs need to put their HR hats on

CEOs already have a lot on their plate but, in today’s competitive landscape, attracting top…
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Insights
September 21, 2018

The CX-Files: Avoid own hype; put yourself in customers’ shoes

As one who lives and breathes industry disruption, it’s no surprise that I watch ‘TV’…
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Insights
September 21, 2018

Guest blogging for CX Innovation & Tech Fest: Who is more important the employee or the customer?

Customer experience is a relatively new field of work. In many ways, it is still…
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Insights
September 13, 2018

Workshop takeaways: influencing customer-centric change

A CX professional is part strategist, part diplomat and part change influencer. Of these, driving…
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Insights
September 2, 2018

Insights from Africa’s largest customer experience management conference

One month on from Africa's largest and longest-standing customer experience management conference, I wanted to…
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Insights
June 17, 2018

The CX Files: The changing role of the CMO

The CX-Files: The changing role of the CMO by Julia Ahlfeldt (@JuliaAhlfeldt) Customer expectations of companies are…
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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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