Insights

Customer experience is a relatively new field of work. In many ways, it is still…

A CX professional is part strategist, part diplomat and part change influencer. Of these, driving…

One month on from Africa's largest and longest-standing customer experience management conference, I wanted to…

by Julia Ahlfeldt (@JuliaAhlfeldt) Customer expectations of companies are rising by the day. For those companies…

SA C-suites welcome chief customer officer to the club by Julia Ahlfeldt (@JuliaAhlfeldt) Before we consumers…

by Julia Ahlfeldt (@JuliaAhlfeldt) For many businesses, journey mapping is their first foray into customer-centric thinking and, if…

by Julia Ahlfeldt (@JuliaAhlfeldt) The business climate is changing fast, regardless of what sceptics say. To…

I was invited to participate in a panel of marketing industry executives who each provided…

By Julia Ahlfeldt Thirty-four seconds. That’s all it took to exasperate thousands of South Africans…