All Posts By

Julia Ahlfeldt

Insights
September 30, 2018

The CX-Files: CEOs need to put their HR hats on

CEOs already have a lot on their plate but, in today’s competitive landscape, attracting top…
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Podcasts
September 25, 2018

Yuppiechef, a customer experience leader: interview with CEO Andrew Smith – E11

CEO of Yuppiechef, Andrew Smith, shares his perspective on customer empathy, the future of retail,…
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News
September 21, 2018

Capitec bucks the downward CX trend

Client-centricity was highlighted at Capitec’s recent AGM as the primary reason for the bank’s rapid…
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Insights
September 21, 2018

The CX-Files: Avoid own hype; put yourself in customers’ shoes

As one who lives and breathes industry disruption, it’s no surprise that I watch ‘TV’…
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Insights
September 21, 2018

Guest blogging for CX Innovation & Tech Fest: Who is more important the employee or the customer?

Customer experience is a relatively new field of work. In many ways, it is still…
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Insights
September 13, 2018

Workshop takeaways: influencing customer-centric change

A CX professional is part strategist, part diplomat and part change influencer. Of these, driving…
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Insights
September 2, 2018

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…
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Podcasts
July 25, 2018

A global community for CX professionals: interview with Diane Magers CXPA – E10

Diane Magers, CXPA president and CEO, shares her insight on CX industry trends and the…
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Podcasts
July 10, 2018

Keeping customer experience simple: interview with Capitec Bank – E09 Part 2

Shaun Ray, the head of CX at Capitec Bank, enlightens us on how this up-and-coming…
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Podcasts
July 10, 2018

The art of customer listening: interview with Capitec Bank – E09 Part 1

I recently interviewed Charl Nel and Shaun Ray from Capitec Bank, one of the Big…
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