Chantel Botha

Culture can only be what is in the room

Culture is such a crucial component to customer and employee experience that I felt compelled to write about this! I die a little every time...

Customer Experience Wishes for 2018

What does 2018 hold for consumers and the people who design experiences for them? Every year I venture to make predictions look at trends and...

Top Consumer Trends in 2017 That Have Put New Demands on How We Design...

Copyright: stevanovicigor / 123RF Stock Photo I would like to just review the trends that we identified at the beginning of 2017 that we believed...

Create a customer experience transformation programme that delivers results

I regularly meet executives who tell me their customer experience initiatives are not meeting their expectations, and when I look deeper I find some...

“I have a customer journey map – What now?”

Are you a CJM(Customer Journey Mapping) junkie? I ask that with a lot of love and respect because I know how we yearn for...

2016, the year of courage to transform your customer and employee experiences!

Copyright: mopic / 123RF Stock Photo Looking back on 2015, I am trying to find the one thing that surprised me in the research and...

Customer Experience F-Words

When Customer Experience is introduced into a corporate strategy or dusted off, when it has been there all along, as a part of a...

The 4 C’s of Customer Experience

Copyright: / 123RF Stock Photo I was listening to a lecture on traditional marketing and the 4p’s of marketing and I want to contend...

Customer Experience rescue lesson: The art of an apology

Copyright : Micha Klootwijk Physiologically we are inclined to activate the lizard brain when we have an angry customer on the phone and we...

Customer Experience opportunities in 2015, the year of love!

Copyright: / 123RF Stock Photo As has been customary for the past three years, I take out my crystal ball, dust it off and,...

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