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
September 21, 2018

Capitec bucks the downward CX trend

Client-centricity was highlighted at Capitec’s recent AGM as the primary reason for the bank’s rapid…
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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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customer experience consultant
Podcasts
July 25, 2018

A global community for CX professionals: interview with Diane Magers CXPA – E10

Customer experience is a relatively new profession. Some larger businesses have established a CX team,…
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customer experience consultant
Podcasts
July 10, 2018

Keeping customer experience simple: interview with Capitec Bank – E09 Part 2

In part one of my interview with Capitec Bank’s team, I spoke with Charl Nel…
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customer experience consultant
Podcasts
July 10, 2018

The art of customer listening: interview with Capitec Bank – E09 Part 1

I recently interviewed Charl Nel and Shaun Ray from Capitec Bank, one of the Big…
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customer experience consultant
Podcasts
June 27, 2018

An honest and practical guide to customer experience: interview with Ian Golding – E08

While the term CX was first coined in 1998, it’s only really taken off in…
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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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