Julia guides organizations on how to gain market leadership through customer-centricity. Originally from the USA, she is now one of the leading Customer Experience experts in Southern Africa.
Julia has always been an advocate for the customer. During the late 2000s, she saw the need for established organizations to evolve in order to meet the needs of digitally-empowered consumers. Doing this is no small task and requires a change in mindset from the C-suite to the front line. Julia has made it her mission – and life’s work – to inspire and facilitate customer-centric change.
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. She is now a Certified Customer Experience Professional (CCXP) and consults to some of the world’s leading brands as an independent advisor. Her service offering includes leadership engagement sessions, CX assessments, journey mapping workshops and strategy development. She is also the host of the podcast, Decoding the Customer, which explores business trends and innovation in the field of customer-centricity.