Are your customers at the center of your business?

They should be. Today’s customers are empowered and their expectations higher than ever. Legacy organizations need to listen, act and adapt – or risk losing customers to the nimble emerging disruptors.
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How Julia can help your business

CX Strategy & Transformation

Whether you’re at the start of your CX journey or are ready to fully embed customer-centricity, bring me onboard to help drive your transformation process, across your departments.

Learn to Adapt

CX Workshops & Training

I offer bespoke workshops to help teams tackle the roadblocks to customer-centricity. I also offer public courses in partnership with institutions such as UCT’s GSB d-school.

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Keynote Speaking Engagements

I’m a regular speaker at Customer Experience industry events and at private functions, delving into topics such as CX and AI, CX and ROI and understanding the customer.

Book Julia

Decoding the Customer Podcast

I launched Decoding the Customer in 2017 to create a platform for me and my guests to share our thoughts around the topic of Customer Experience. New episode weekly.

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Featured Clients

Customer Experience:
The bottom line?

Your customers want more. That’s a fact. You need to prioritize their needs across your organization – from HR, UX, finance, marketing, tech and risk management. Why? Because they’re increasingly digitally empowered, live in a world with abundant options and are getting impatient. Which means you need to work far harder to retain your customers and protect your bottom line. What’s good for your customers is good for your growth.

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Percentage of customers who think companies should understand their expectations and needs.

Salesforce

Services

CX Strategy and Transformation

Whether you’re at the start of your CX journey or are ready to fully embed customer-centricity, bring me onboard to help drive your transformation process, across your departments. Learn more.

Workshops

I offer bespoke workshops to help teams learn about CX best practices and tackle the roadblocks to customer-centricity. I also offer public courses in partnership with institutions such as UCT’s GSB d-school. Learn more.

Keynote speaking

I regularly speak at industry events and private functions, delving into topics such as CX and AI, CX and ROI and understanding the customer. To book me for your event email me.

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

Julia in the News

January 17, 2020 in News

Resolving a customer complaint

I provided my insight to US News and World Report on what customers should do when they're struggling to resolve a consumer complaint.
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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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