I’m a CX strategy consultant dedicated to helping businesses drive measurable impact through customer experience transformation. With a degree in economics and a background in global business, I earned my Certified Customer Experience Professional (CCXP) accreditation in 2016. I bring data-driven insights and practical strategies to CX leadership alignment, AI-powered CX, and experience innovation. Over nearly two decades, I’ve partnered with global brands like JP Morgan, AMEX, Lloyd’s Register, Old Mutual, and Virgin to help them achieve customer-centric transformation. My mission? Helping businesses turn CX into a growth engine through strategic clarity, leadership alignment, and actionable solutions.
Featured Clients
Decoding the Customer Podcast
The Decoding the Customer Podcast is where CX strategy meets real-world impact. Since 2017, Julia’s podcast has featured conversations with top executives and industry experts on customer experience transformation, leadership alignment, and CX innovation. We explore real-world examples of how leading brands drive customer loyalty, business growth, and measurable ROI through CX.
Episodes also include quick-hit CX Mini MasterClasses—focused sessions on CX topics such as customer journey mapping, omnichannel experience strategy, and CX governance. Whether you’re new to CX or a seasoned professional looking to refine your expertise, these episodes offer practical insights and actionable strategies.
Industry Contribution
Customer experience isn’t just my profession—it’s my passion. As a CX strategy consultant, I actively contribute to the evolution of the CX field through research, thought leadership, and industry collaboration.
I am an active member of the Customer Experience Professionals Association (CXPA), the leading global CX industry body. I contributed as a peer editor for the first edition of the CXPA’s Book of Knowledge, a foundational resource for CX professionals. I’ve also served as a judge for the CXPA’s Global CX Impact Awards, recognizing excellence in customer experience leadership worldwide.
Beyond my work with the CXPA, I co-author the South African Customer Experience Report, delivering CX insights and leadership trends that shape industry decision-making across the region. I’ve also developed frameworks such as the Elements of CX and the Net Experience Effect (NEE), tools that help organizations measure and improve CX ROI.
My insights have been featured in global business media, including U.S. News & World Report and South African Radio 702’s Bruce Whitfield. I am a regular contributor to the global CX and Marketing publications, CMSWire and CX Network. Additionally, I partner with academic institutions to develop customer-centric leadership courses and deliver guest lectures on CX, equipping executives with tools to align customer experience strategy with business growth.
Through research and industry collaboration, I equip organizations with CX strategies, data, and leadership alignment they need to drive measurable growth.
