Insights Workshop takeaways: influencing customer-centric change A CX professional is part strategist, part diplomat and part change influencer. Of these, driving…Julia AhlfeldtSeptember 13, 2018
Insights Insights from Africa’s largest customer experience management conference One month on from Africa's largest and longest-standing customer experience management conference, I wanted to…Julia AhlfeldtSeptember 2, 2018
Insights The CX Files: The changing role of the CMO by Julia Ahlfeldt (@JuliaAhlfeldt) Customer expectations of companies are rising by the day. For those companies…Julia AhlfeldtJune 17, 2018
Insights Customer experience leadership evolves in SA SA C-suites welcome chief customer officer to the club by Julia Ahlfeldt (@JuliaAhlfeldt) Before we consumers…Julia AhlfeldtJune 10, 2018
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
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
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
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
Insights Let South Africa’s Black Friday faux pas be a valuable CX lesson By Julia Ahlfeldt Thirty-four seconds. That’s all it took to exasperate thousands of South Africans…Julia AhlfeldtDecember 2, 2017
Insights Customer-centric disruption – and how companies can leverage CX to stay relevant By Julia Ahlfeldt Many industries have experiences customer-centric disruption, and their tales should serve as…Julia AhlfeldtOctober 9, 2017