Today’s interview is something different. Last week I was in Pretoria, South Africa, where I was speaking at the Customer Experience Innovation and Tech Fest conference. On the back on my keynote, Julia Ahlfeldt, one of my fellow speakers, asked if she could interview me for her podcast, Decoding the Customer, which explores business trends and innovation in the field of customer-centricity. I said that I’d be delighted to have a chat and thought I’d record it too and release it as part of my own interview series. In the interview Julia and I talk abut how firms need to tackle the human and tech balance challenge that exists currently customer experience today, how they can go about doing that, what the future holds and what that means for leadership in firms that aspire to be customer experience leaders.
This interview follows on from my recent interview – Are you willing to delight the specific? – Interview with Seth Godin about his new book: This Is Marketing – and is number 284 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Here’s the highlights of my chat with Julia:
About Julia Ahlfeldt
Julia guides organizations on how to gain market leadership through customer-centricity. Originally from the USA, she is now one of the foremost Customer Experience experts in South Africa.
She has worked with blue chip clients, such as JP Morgan, American Express, and Virgin to deliver on their brand promise and foster customer loyalty through great experiences. Julia leverages her knowledge of global best practices and understanding of the local market to unite organizations around the customer.
Julia has a degree in economics from Scripps College in California and started her career in management consulting. She is now a Certified Customer Experience Professional (CCXP), an internationally recognized accreditation held by only a few people in South Africa.
She is also the host of the podcast, Decoding the Customer, which explores business trends and innovation in the field of customer-centricity. The program profiles customer experience thought leadership and examples of CX excellence from organizations around the world. Guests have included senior leaders from brands such as Airbnb, VW, and Multichoice Africa, as well as authors and experts.