CX Strategy and Transformation
The rate of change within the customer experience industry is fast, thanks to an increasingly empowered customer, and many businesses have adopted some level of CX management into their organization. The challenge now is how to amplify this effectively across different departments, from HR, marketing, IT, finance and the C-Suite so that customer-centricity is as central to your business as its commercial viability.
I work with key stakeholders across your business to improve competitiveness by putting the customer at the center of the business. The scope of work varies and I could be involved in CX research, customer-centric strategy and roadmap development or designing CX frameworks and governance. Approaches are entirely customized and tailored to the task at hand.
I’m also available for 1-on-1 CX coaching and mentorship.
My services include
CX diagnostics and measurement
ROI and the business case for customer-centricity
CX strategy and roadmap development
Alignment of brand values and CX principles
Customer-centric culture change
Customer Journey Mapping
A buzzword in the field of CX, and with good reason. Customer journey mapping is a necessary starting point for any organization that wants to be customer-centric. But not all maps are created equal. Leveraging insights and working with key stakeholders within your business, I put teams into the customers’ shoes to build a visual representation of the experience. Each map is unique and I also help teams create a plan for putting their map to work as a tool to deliver results.
Workshops and Training
Every individual in a business is responsible for CX, not just frontline staff. I offer bespoke workshops to help teams learn about experience management best practices and tackle the roadblocks to customer-centricity. Topics include strategy development, leadership alignment, design thinking, and much more. My participatory workshops always provide practical strategies that teams can implement back at the office. I also partner with academic institutions such as UCT’s GSB’s d-school to develop and present open-enrolment CX courses.
Through my career, I have acquired a deep knowledge about customer experience. From case studies on how to integrate CX into every corner of an organization, to sharing insights into today’s connected customers and their ever-changing wants and needs, I share these and other current topics at conferences and corporate events.
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