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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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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Uncategorized
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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News
May 4, 2018

30 CX influencers weigh in on Net Promoter Score

Customer Experience thought leaders weigh in I was recently invited by Lumoa to participate in…
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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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customer experience consultant
Podcasts
March 20, 2018

When a voice is the face of customer experience: interview with Marianthi Dickie – E07

In today’s world, so many of our consumer interactions happen remotely. As banking, retail and…
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