Insights 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…Julia AhlfeldtMay 8, 2018
News 30 CX influencers weigh in on Net Promoter Score Customer Experience thought leaders weigh in I was recently invited by Lumoa to participate in…Julia AhlfeldtMay 4, 2018
Insights 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…Julia AhlfeldtApril 24, 2018
Expert InterviewsPodcasts 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…Julia AhlfeldtMarch 20, 2018
Insights Weighing in on consumer marketing trends for 2018 I was invited to participate in a panel of marketing industry executives who each provided…Julia AhlfeldtFebruary 16, 2018
Expert InterviewsPodcasts Solving 99 customer problems: interview with Multichoice SA – E06 This episode of Decoding the Customer explores how Multichoice, Africa’s largest satellite TV provider, ignited…Julia AhlfeldtFebruary 14, 2018
News Preparing for customer experience disruption Let customers be your North-star I recently spoke with Lynette Dicey, a reporter from South…Julia AhlfeldtJanuary 17, 2018
News 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…Julia AhlfeldtJanuary 16, 2018
News Evaluating South African banks on CX Mark Angus, writer for CXI today covered my recent research collaboration with Brandseye, which centered…Julia AhlfeldtDecember 18, 2017
InsightsNews Omnichannel customer experience opportunities in the travel sector Consumer behavior is different in developing markets. There is no denying it. Business strategies that…Julia AhlfeldtDecember 13, 2017