Julia’s thought leadership and media coverage since 2016
Julia Ahlfeldt, CCXP, is a CX expert, keynote speaker and customer experience strategist whose work has been published in CMSWire, CX Network, Mail & Guardian, BusinessLive, IOL, MarkLives, and ITWeb, and whose annual SA Customer Experience Report — co-published since 2019 — has generated coverage across more than 30 media outlets. This timeline brings together selected authored articles, expert commentary, published research, and broadcast appearances from 2016 to present.
Authored article
Expert source / feature
SA CX Report
Milestone2025
SA Customer Experience Report Co-author
2025 — Year 7
Annual research on “bothism,” AI, human connection, and the rise of super-duper shoppers.
View 2025 report coverage
Bizcommunity — SA CX Report: The rise of Bothism
ITWeb — Rise of “super-duper” shoppers reshapes SA e-commerce
The Media Online — AI-led businesses ignore humans at their peril
Gadget — The birth of “bothism”
VUKA / CEM Africa — CEM Africa heads to Johannesburg
News24 — Plot twist: Even AI wants answers from real people
BusinessLive / RedZone — Why real-world retail still matters
The Star / Magzter — The true cost of AI cost-cutting
ITWeb — Rise of “super-duper” shoppers reshapes SA e-commerce
The Media Online — AI-led businesses ignore humans at their peril
Gadget — The birth of “bothism”
VUKA / CEM Africa — CEM Africa heads to Johannesburg
News24 — Plot twist: Even AI wants answers from real people
BusinessLive / RedZone — Why real-world retail still matters
The Star / Magzter — The true cost of AI cost-cutting
CX Network Author
May 5, 2025
Julia-authored contributor article on why CX leaders should take an active role in AI transformation.
CX Network Expert source
2025
Expert-source feature with Julia quoted alongside other CX experts on the future of AI and customer experience.
CX Network Expert source
2025
Expert-source feature with Julia quoted as one of several CX experts on turning CX and AI trends into practical results.
IOL / Business Report Author
October 28, 2025
Julia-authored op-ed on the competitive pressure to adopt AI and the often-overlooked human cost for employees and customers.
2024
SA Customer Experience Report Co-author
2024 — Year 6
Annual research co-published with Rogerwilco and ovatoyou, including the R12bn opportunity, “same-same” CX findings, and the rise of the Super Shopper.
View 2024 report coverage
BusinessLive / RedZone — Breaking the “good enough” barrier in customer experience
Bizcommunity — Businesses invited to participate in the 2024 SA CX Research Report
Media Update — Businesses invited to participate in the 2024 SA CX Research Report
Business Day / Business Times — Businesses not quite clicking with clients
ITWeb — SA brands miss R12bn opportunity due to CX disconnect
Media Update — SA Customer Experience releases 2024 report
Engineering News — Reliable service, customer experience and price drive consumer choice
VUKA / CEM Africa — CEM Africa 2024: customer experience innovation
Bizcommunity — 3 ways to combat AI-generated fake content and build brand trust
Bizcommunity — 2024 Customer Experience Report: key insights
BusinessLive / RedZone — The rise of the Super Shopper
Bizcommunity — How customer reviews are shaping e-commerce
Business Day / RedZone — How customer reviews are shaping e-commerce
IOL / Business Report — Consumers know what they want but businesses don’t
Bizcommunity — Now is the time for retailers to prepare for peak shopping season
The Media Online — Mind the gap: consumers know what they want but businesses don’t
Bizcommunity — Businesses invited to participate in the 2024 SA CX Research Report
Media Update — Businesses invited to participate in the 2024 SA CX Research Report
Business Day / Business Times — Businesses not quite clicking with clients
ITWeb — SA brands miss R12bn opportunity due to CX disconnect
Media Update — SA Customer Experience releases 2024 report
Engineering News — Reliable service, customer experience and price drive consumer choice
VUKA / CEM Africa — CEM Africa 2024: customer experience innovation
Bizcommunity — 3 ways to combat AI-generated fake content and build brand trust
Bizcommunity — 2024 Customer Experience Report: key insights
BusinessLive / RedZone — The rise of the Super Shopper
Bizcommunity — How customer reviews are shaping e-commerce
Business Day / RedZone — How customer reviews are shaping e-commerce
IOL / Business Report — Consumers know what they want but businesses don’t
Bizcommunity — Now is the time for retailers to prepare for peak shopping season
The Media Online — Mind the gap: consumers know what they want but businesses don’t
Business Day / RedZone Author
July 31, 2024
Julia-authored op-ed on CX differentiation and the homogenisation of customer experience.
IOL / Business Report Author
September 18, 2024
Julia-authored campaign op-ed on the 2024 report’s findings and retail readiness.
CX Network Author
November 29, 2024
Contributor article on the hidden CX damage caused by policies that work against customers.
2023
CMSWire Author
April 11, 2023
Contributor article on designing CX for representative customers rather than edge-case extremes.
CMSWire Author
May 17, 2023
Practical guidance on strengthening CX foundations to meet modern customer expectations.
CMSWire Author
June 20, 2023
On shifting from customer-centric to life-centric thinking and what it means for brand strategy.
CMSWire Interview
June 23, 2023
Contributor Q&A / interview on creating differentiated customer experiences.
SA Customer Experience Report Co-author
2023 — Year 5
Fifth annual report on consumer apathy, “good enough” expectations, and AI-enabled brand engagement.
View 2023 report coverage
Business Day / Business Times — South African consumers apathetic, disappointed, says report
Bizcommunity — Consumers settle for good enough while brands create the leaky bucket syndrome
BusinessLive / RedZone — The indifferent consumer: expectations are falling
The Citizen — Most South African consumers unhappy with brands
ITWeb — SA consumers shun ChatGPT for brand engagement
The Media Online — Consumers are apathetic as brand engagement disappoints
Engineering News — Consumers are apathetic as brand engagement disappoints
Mining Weekly — Consumers are apathetic as brand engagement disappoints
News24 — Why customer reviews are becoming a multi-billion-rand powerhouse
Bizcommunity — Consumers settle for good enough while brands create the leaky bucket syndrome
BusinessLive / RedZone — The indifferent consumer: expectations are falling
The Citizen — Most South African consumers unhappy with brands
ITWeb — SA consumers shun ChatGPT for brand engagement
The Media Online — Consumers are apathetic as brand engagement disappoints
Engineering News — Consumers are apathetic as brand engagement disappoints
Mining Weekly — Consumers are apathetic as brand engagement disappoints
News24 — Why customer reviews are becoming a multi-billion-rand powerhouse
CMSWire Author
August 23, 2023
On how AI tools are reshaping consumer behaviour and what this means for CX strategy.
2022
SA Digital CX Report Co-author
2022 — Year 4
Research on the R294bn online opportunity and the growing importance of omnichannel integration.
View 2022 report coverage
BusinessLive / RedZone — In and out of the online shopping cart
Engineering News — Consumers increasingly using online channels before buying in-store
Bizcommunity — SA’s R294bn online opportunity
Media Update — 2022 South African Digital Customer Experience Report releases feedback
Daily Maverick / DM168 PDF — Online is the new ‘shop window’
African Retail — The 2022 South African Digital Customer Experience Report
The Media Online — The social commerce and online review revolution
Engineering News — Consumers increasingly using online channels before buying in-store
Bizcommunity — SA’s R294bn online opportunity
Media Update — 2022 South African Digital Customer Experience Report releases feedback
Daily Maverick / DM168 PDF — Online is the new ‘shop window’
African Retail — The 2022 South African Digital Customer Experience Report
The Media Online — The social commerce and online review revolution
Mail & Guardian Author
October 8, 2022
Julia-authored opinion piece on festive-season readiness and customer experience.
2021
SA Digital CX Report Co-author
2021 — Year 3
Research on the R30bn opportunity cost of poor ecommerce customer experience.
View 2021 report coverage
Bizcommunity — R30bn left on the table by etailers with poor CX
ITWeb — Bad customer service costs local e-tailer sector dearly
BusinessLive / RedZone — Online shopping: what customers want
TechCentral / Moneyweb — South African e-retailers are missing out on billions
IOL / Business Report — SA’s e-commerce market could double
Netwerk24 — E-handelaars sê les op oor ontevrede klante
Retailing Africa — #10things etailers should know about CX
Supermarket & Retailer PDF — R30bn left on the table by etailers with poor CX
Bizcommunity / CEM Africa — Why etailers are missing out on billions in sales
Ecommerce.co.za — Bad customer service costs local e-tailer sector dearly
ITWeb — Bad customer service costs local e-tailer sector dearly
BusinessLive / RedZone — Online shopping: what customers want
TechCentral / Moneyweb — South African e-retailers are missing out on billions
IOL / Business Report — SA’s e-commerce market could double
Netwerk24 — E-handelaars sê les op oor ontevrede klante
Retailing Africa — #10things etailers should know about CX
Supermarket & Retailer PDF — R30bn left on the table by etailers with poor CX
Bizcommunity / CEM Africa — Why etailers are missing out on billions in sales
Ecommerce.co.za — Bad customer service costs local e-tailer sector dearly
OFM Business Hour Radio interview
September 14, 2021
Radio interview about the 2021 SA Digital CX Report and the R30bn ecommerce opportunity.
BusinessLive / RedZone Author
September 27, 2021
Julia-authored op-ed on ecommerce experience gaps and the business consequences of poor digital journeys.
Ecommerce.co.za Author
2021
Julia-authored contributor article on South Africa’s maturing ecommerce market.
2020
SA Digital CX Report Co-author
2020 — Year 2
Second annual report, including findings on customer advocacy and quality of experience.
View 2020 report coverage
Ventureburn — Ecom2020 webinar listing
Bizcommunity — SA Digital CX Report: The R1bn lesson in customer advocacy
Media Update — Quality of experience is more important than price
Cape Business News — 2020 South African Digital CX Report reveals a R1bn lesson
MarkLives — Are South Africans satisfied with their online shopping experience?
Pargo / Rogerwilco — Digital CX webinar series
Bizcommunity — SA Digital CX Report: The R1bn lesson in customer advocacy
Media Update — Quality of experience is more important than price
Cape Business News — 2020 South African Digital CX Report reveals a R1bn lesson
MarkLives — Are South Africans satisfied with their online shopping experience?
Pargo / Rogerwilco — Digital CX webinar series
Business Report / IOL Author
February 2020
Julia-authored op-ed on why a retention-based customer strategy outlasts an acquisition-based one.
2019
ITWeb / Brainstorm Expert source
March 12, 2019
Expert quote on data breaches, trust, and the brand damage caused by poor customer experience.
SA Digital CX Report Co-author
2019 — Year 1
The inaugural annual report, establishing the benchmark for South African digital customer experience research.
View 2019 report coverage
Rogerwilco — Brands are leaving R34-billion on the table
ITWeb — South Africans abandon R34bn at digital till points
Republikein / Afrikaans syndication — Dié foute kos e-handelaars R34 miljard per jaar
IT-Online — Brands leave millions on the e-commerce table
Business Day / Business Times — Clunky websites erode e-sales
ITWeb — South Africans abandon R34bn at digital till points
Republikein / Afrikaans syndication — Dié foute kos e-handelaars R34 miljard per jaar
IT-Online — Brands leave millions on the e-commerce table
Business Day / Business Times — Clunky websites erode e-sales
Kaya Biz / Kaya FM Radio interview
October 1, 2019
Broadcast interview on the 2019 report and the cost of poor digital customer experience.
2018
MarkLives Author
February 26, 2018
Contributor article on the rise of the Chief Customer Officer and CX leadership in South Africa.
MarkLives Column series
2018
The CX-Files column series
A recurring MarkLives column series on CX metrics, journey mapping, CMO leadership, employee experience, Gen Z and AI.
View 2018 CX-Files columns
The CX-Files: The CX metrics that matter most to customers
The CX-Files: Seven dos & don’ts of journey mapping
The CX-Files: The changing role of the CMO
The CX-Files: Avoid own hype; put yourself in customers’ shoes
The CX-Files: CEOs need to put their HR hats on
The CX-Files: Customer don’ts that brands mustn’t make
The CX-Files: Eat your own lunch — be brave & expand into the unknown
The CX-Files: Winning over Gen Z with AI & CX
The CX-Files: Seven dos & don’ts of journey mapping
The CX-Files: The changing role of the CMO
The CX-Files: Avoid own hype; put yourself in customers’ shoes
The CX-Files: CEOs need to put their HR hats on
The CX-Files: Customer don’ts that brands mustn’t make
The CX-Files: Eat your own lunch — be brave & expand into the unknown
The CX-Files: Winning over Gen Z with AI & CX
Bizcommunity Interview
July 31, 2018
Julia-specific interview ahead of CEM Africa 2018.
BusinessLive / RedZone Author
August 8, 2018
Article on Capitec’s customer experience performance and what brands can learn from it.
702 / The Money Show Radio interview
October 9, 2018
Broadcast interview with Bruce Whitfield / The Money Show; original audio unavailable, LinkedIn post retained as evidence.
Bizcommunity Author
October 23, 2018
Julia-authored Bizcommunity article on retail and ecommerce working together rather than as opposing channels.
SAFM / iono.fm Broadcast audio
2018
Broadcast/audio interview confirmed live on iono.fm.
CustomerThink Interview
November 2018
Interview feature on balancing technology, human connection, and customer experience strategy.
U.S. News & World Report / Yahoo Expert source
November / December 2018
Expert commentary on consumer rights and effective strategies for escalating unresolved complaints.
2017
BusinessLive / Business Day Expert source
January 25, 2017
Media coverage / expert commentary on online shopping and traditional retail.
Bizcommunity Author
January 26, 2017
Julia-authored article; original Bizcommunity listing confirmed, own-site archive retained.
BusinessLive / Business Day Author
January 26, 2017
Julia-authored op-ed on retail competitiveness and ecommerce expectations.
Financial Mail / RedZone Author
February 2017
Julia-authored RedZone / Financial Mail op-ed preserved in Julia’s own-site archive.
BusinessLive / Business Day Expert source
February 20, 2017
Media coverage / expert commentary on retail disruption and customer experience.
iAfrica Business Author
August 2017
Julia-authored article; original iAfrica page offline, own-site archive retained.
Financial Mail / BusinessLive Author
August 2017
Julia-authored article on disruption, customer strategy, and executive urgency.
Bizcommunity Author
September 11, 2017
Julia-authored article on proactive CX investment as a response to competitive disruption.
BrandsEye + Julia Ahlfeldt Research
November 2017
Research collaboration applying CX frameworks to social sentiment in the South African banking sector.
View banking sentiment coverage
Fin24 / News24 — Capitec named SA bank with best social media buzz
BusinessLive / Business Day — Is it a surprise that people feel most positive about this bank?
Moneyweb / TechCentral — SA’s most loved and hated banks, according to social media
TimesLIVE / The Times — Capitec gets most likes, Absa flames out
BusinessLive / Business Day — Is it a surprise that people feel most positive about this bank?
Moneyweb / TechCentral — SA’s most loved and hated banks, according to social media
TimesLIVE / The Times — Capitec gets most likes, Absa flames out
BusinessLive / Business Day Author
November 16, 2017
Julia-authored banking and CX opinion piece.
MarkLives Author
November 29, 2017
By-invitation column on what Black Friday service failures reveal about CX readiness.
Moneyweb Expert source
December 2017
Moneyweb coverage of South Africa’s ecommerce market and the holiday retail season.
Financial Mail / RedZone Author
December 2017
Julia-authored article on customer experience disruption and using customers as a strategic north star.
Decoding the Customer Milestone
August 21, 2017
Owned platform milestone: first episode of the independent podcast exploring business trends, innovation, and CX leadership.
2016
Bizcommunity Author
December 7, 2016
Julia-authored article on understanding the customer as a defining competitive advantage.
iAfrica Business Author
December 8, 2016
Julia-authored article on South African retail’s response to shifting digital consumer behaviour; original iAfrica page offline, own-site archive retained.
Explore More from Julia
Continue exploring Julia’s work across speaking, consulting, podcasting, and customer experience thought leadership.
Looking for an expert voice on customer experience, AI, or customer-centric business strategy? Julia is available for media interviews, podcast conversations, expert commentary, keynote talks, and panel discussions.
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