Do you know your customers?

More than half of companies don’t, yet customers are the #1 source of success or failure. As a customer experience professional, I help brands understand their customers and adapt strategies that drive profitable growth.
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Why Customer Experience?

To attract and retain customers, brands must provide a journey that both meets ever-evolving consumer expectations and lives up to brand promise.

It’s called Customer Experience (CX), and it’s the new competitive business battlefield.

As a Certified Customer Experience Professional (CCXP), I advise blue-chips and multi-nationals on how to consistently deliver customer experiences that drive loyalty and impact the bottom line. Achieving market leadership in a customer-centric world is no small feat. I leverage customer insights and CX global best practices to help companies build better journeys and future-fit their operating models for the challenges of tomorrow.

of companies rate CX as a top strategic objective

Bloomberg Businessweek


Understanding customers and their journey

Customer research and insights
Voice of the customer
Journey mapping
Experience testing

Creating great customer experiences

Design / pilot new experiences
Launching products, channels, and other experiences
Insights-to-innovation journey improvement

Enabling CX excellence within organization

Customer vision and strategy
CX management diagnostics
Business case for CX
CX maturity assessments

Fostering authentic customer-centricity

Leadership alignment
Employee engagement and communication
Customer centric culture change

Julia Ahlfeldt

Guest speaking and customized workshops

Julia presented at our largest client conference in 2016, where she enthralled senior decision-makers from across the South African business community on how organisations need to prepare for the new competitive battlefield. She displayed great insight and understanding into the importance of customer experience and, most importantly, gave the audience tangible takeaways of how to execute on this and ensure success.

Keith WardellHead of Commercial Strategy, Experian South Africa

There are few I can rely on to the degree I rely on Julia. Her ability to design and build a world class customer experience that’s deliverable and repeatable has been invaluable to us. What sets Julia apart from most consultants is that she can move far past the presentation of strategic ideas, and is actually adept at getting things done. Anyone can tell you that you need to hit the target, very few can take aim, pull the trigger, and make it happen.

Drake CokerFounder and CEO, Scratch Vinyl

Julia has a can do approach backed up with expertise and a desire to do things right. She quickly builds credibility with senior stakeholders and challenges in an engaging way to ensure buy-in. She can relate to people across all levels of an organization and can combine sharp strategic thinking with a grasp of day to day activities.

Fiona SweeneyPeople Director, Virgin Active South Africa

Latest News

September 21, 2018 in News

Capitec bucks the downward CX trend

Client-centricity was highlighted at Capitec’s recent AGM as the primary reason for the bank’s rapid growth. There’s no doubt among shareholders, investors, consumers and competitors that Capitec is a major…
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May 4, 2018 in 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 an expert panel on the Net Promoter System (NPS). It was humbling to have my…
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January 17, 2018 in News

Preparing for customer experience disruption

Let customers be your North-star in 2018 I recently spoke with Lynette Dicey, a reporter from South Africa's Financial Mail, about customer experience disruption and the challenges facing businesses as…
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January 16, 2018 in 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 is now SA's largest shopping event, Moneyweb reporter Aarti Bhana asked me for tips to help shoppers…
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