News
March 10, 2017

Customer Experience in the Spotlight

I recently had the opportunity to speak on camera with Jeremy Maggs, a local business…
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News
January 17, 2018

Let customers be your North-star in 2018

I recently spoke with Lynette Dicey, a reporter from South Africa's Financial Mail, about disruption…
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News
January 16, 2018

Black Friday has landed in SA, I spoke to Moneyweb about tips for consumers

Black Friday is a relatively new phenomenon in South Africa. In the lead-up to what…
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News
December 18, 2017

Evaluating South African banks on CX

Mark Angus, writer for CXI today covered my recent research collaboration with Brandseye: Customer experience…
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Insights
December 13, 2017

Omnichannel opportunities in the travel sector

Consumer behavior is different in developing markets. There is no denying it. Business strategies that…
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News
December 12, 2017

Radio interview with Classic FM Business host, Michael Avery

2018 is set to be an interesting year of change for the SA banking sector,…
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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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Podcasts
November 28, 2017

The role of compassion in customer experience: interview with Laura Jack – E05

 Laura Jack is a counselor, coach and author of the bestselling book, The Compassion Code.…
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News
November 7, 2017

SA banking sector research collaboration with Brandseye

Capitec leads BrandsEye sentiment index of SA banks for third consecutive year 6 November 2017…
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Podcasts
October 26, 2017

Executive champion for the customer mandate: interview with Michelle Beetar, Chief Customer Officer at Cell C

In 2016, the South African telecommunication firm, Cell C, hired Michelle Beetar as their first…
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News
October 20, 2017

Market disruption feature in launch edition of u│Chief magazine

Quite excited to be featured in the first edition of this independent business publication. Check out…
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