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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customer experience consultant
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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customer experience consultant
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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customer experience consultant
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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customer experience consultant
Podcasts
June 27, 2018

An honest and practical guide to customer experience: interview with Ian Golding – E08

CX Thought leader and author, Ian Golding, shares his perspective on why customer experience matters,…
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Insights
June 17, 2018

The CX Files: The changing role of the CMO

The CX-Files: The changing role of the CMO by Julia Ahlfeldt (@JuliaAhlfeldt) Customer expectations of companies are…
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Insights
June 10, 2018

Customer experience leadership evolves in SA

SA C-suites welcome chief customer officer to the club by Julia Ahlfeldt (@JuliaAhlfeldt) Before we consumers…
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Insights
May 8, 2018

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…
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