Insights Beyond Automation: AI-powered CX Strategy for Smarter Leadership AI has outgrown its chatbot phase. It’s no longer just automating frontline support—it’s guiding multimillion-dollar…Julia AhlfeldtMarch 11, 2025
Insights Generative AI for Customer Experience: Revolutionizing CX Strategies The latest advancements in large language AI models (LLMs) are set to revolutionize how CX…Julia AhlfeldtFebruary 24, 2025
Insights Start Calculating Return on Experience Now If you want to start measuring return on experience, look no further! This guide will…Julia AhlfeldtOctober 15, 2024
Insights Leveraging Existing Metrics to Calculate CX ROI It is time for CX leaders to get serious about quantifying the business value of…Julia AhlfeldtSeptember 10, 2024
Insights Julia’s Ultimate Guide to the ROI of Customer Experience CX leaders need to be able to demonstrate how customer experience impacts the business bottom…Julia AhlfeldtAugust 30, 2024
Insights 2020 South Africa Digital CX report For the second year, I've had the opportunity to team up with RogerWilco and Ovatoyou…Julia AhlfeldtJune 24, 2020
Insights How Covid 19 and the global health crisis will change CX The last few weeks have brought about unprecedented change. In what felt the blink of…Julia AhlfeldtMarch 31, 2020
Insights IOL Op-ed: Companies should focus on quality My perspective on why a retention-based strategy will outlast an acquisition-based one.Julia AhlfeldtFebruary 10, 2020
Insights Business Day Op-ed: With new players, consumers can bank on sector shake-up I shared my my thoughts on why the South African banking sector is ripe for…Julia AhlfeldtFebruary 10, 2020
Insights The CX-Files: Eat your own lunch — be brave & expand into the unknown We live in a world where design thinking surrounds us. So why, then, are there…Julia AhlfeldtJanuary 23, 2020