When organisations talk about wanting to set up a new business unit, there is often so much confusion within the organisation and outside the organisation. This confusion could be justified by the fact that most individuals both internally and externally are not part of the boardroom conversations where decisions are made. To some this decision is seen as a response to a business need, to some this introduction is met with great resistance as they feel left out and anxious about the thought of new people coming into the organisation. There’s concerns about who will be promoted, some immediatel ..read more

About The Program The Customer Experience Strategy Workshop is designed for employees responsible for managing customer experience in an organisation. The course is designed to equip participants with the requisite knowledge and skill to oversee the management of customer interactions with a business across all stages of the customer’s journey to increase customer satisfaction, loyalty, referral and customer profitability. Target Audience   The Customer Experience Strategy Workshop is targeted at heads of departments and management executives responsible for delivering on custo ..read more

Creating a business culture that values and places a very high regard on knowledge building is critical to the success of any CX leader. Research market developments but also find ways in utilising said market news to upgrade the current line of services or design new ones to respond to said market demands and developments. When we effectively gather and utilise business knowledge, a continued and optimal business growth, as well as more opportunities for success are ensured. There are various sources of business knowledge that can help CX leaders build the required knowledge bank but there’s ..read more

Gaining alignment is undoubtedly very hard and complex, especially as you get higher in any organisation it becomes something business leaders seek daily. Most organizations spend a great amount of time if not their entire lifetime looking to achieve some form of alignment. This can be strategic issues like trying to gain consensus on the way forward to aligning schedules for gatherings. Some of the blockages to gaining alignment are resistance, ownership, being locked into old and out of date thinking, remaining static and staying aligned to old objectives. It is important to recognize these ..read more

Definitions Diversity: encompasses acceptance and respect, it means understanding that customers are unique, and recognizing their uniqueness and differences. Some of these differences include the dimensions of race, ethnicity, gender, sexual orientation, socio-economic status, age, physical abilities, religious beliefs, political beliefs, or other ideologies. CX Strategy: it’s an actionable plan in place to deliver delightful and meaningful experiences across every interaction a customer has with your business  The role of diversity in CX strategy design is to help businesses explore the ..read more

Meet Nombulelo a 35-year single mother, working as a Customer Services Consultant for one of South Africa’s largest petrochemical companies. Nombulelo lives with her 62-year-old mother and her 2 daughters, the eldest is 14 years old attending High School, and her 3-year-old, in a rented property in the township of Gugulethu, Cape Town. Nombulelo recently relocated to Johannesburg in January 2021, after securing a role as a Customer Services Consultant in the same company, the relocation was driven by the recent retrenchments/lay-offs that were taking place at their Cape Town office. As a singl ..read more

I am about to tell you a true story. If you believe me, you will be well rewarded, if you don’t believe me, let’s just say I will make it worth your while to change your mind. Let me explain. Jessica is a friend of mine who is a young professional African woman aged 31. The other day she called excited about her first black embossed bank card. “It’s so classy,” she said, “as I’m holding it in my hand, I am in complete disbelief that I, Jessica own a black card.” “What will I see, when I look at it?” I asked. “What could be so classy about a card?” Jessica continued, “It’s personalized, my name ..read more

About a month ago, Michelle Spaul published an article titled “How to start your customer excellence journey” Here’s a quick summary of her perspective on how brands can start the customer excellence journey: Many companies know that they have lots to gain from changing the way they look after their customers, but all the industry jargon has resulted in key decision-makers opening their eyes like bunnies in headlights, some get run down or run away, says Michelle. In her article she shares 5 tips to kick start the activities, I love how she says “be warned delighting customers is addictive ..read more

I am about to tell you a true story. If you believe me, you will be well rewarded, if you don’t believe me, let’s just say I will make it worth your while to change your mind. Let me explain. Jessica is a friend of mine who is a young professional African woman aged 31. The other day she called excited about her first black embossed bank card. “It’s so classy,” she said, as I’m holding it in my hand, I am in complete disbelief that I, Jessica own a black card.” “What will I see, when I look at it?” I asked. “What could be so classy about a card?”  “It’s personalized, my title, initials, a ..read more

To find this 4 min read titled “Speaking Your Truth. The Key to Unlocking Your Freedom” follow this link: https://womenincx.community/blog/mandisa-makubalo-speak-your-truth We hope you experience the greatest freedom as you read this latest blog. Mandisa Makubalo, Founder & MD (Unlimited Experiences SA ..read more