Julia Ahlfeldt | South Africa

Julia Ahlfeldt | South Africa

Title: Certified Customer Experience Professional


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Artificial Intelligence and CX:
moving beyond the buzzword


What is AI and why is it important for CX professionals?


As businesses look to harness machine learning to drive competitive advantage, CX professionals need to understand the implications for customer experience. This session will provide an overview of AI and how it can be used to enhance customer experience management. 

Covering global and local case studies, we'll explore the application of AI for customer-facing support, as a behind the scenes CX enabler, and through virtual/augmented reality experiences. Additionally, Julia will share a how-to guide for evaluating AI solutions for your business. If you are seeking clarity on the topic of AI and how it might be relevant to your CX goals, this session is for you.

  • How AI can enhance customer experience management
  • Behind the scenes CX enablers
  • Virtual and augmented reality
  • Global and homegrown case studies
  • Evaluating and implementing AI for your business

About the Speaker

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 Southern 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 Southern Africa. She is also the host of the monthly podcast, Decoding the Customer, which explores business trends and innovation in the field of customer-centricity.

Julia will be speaking at: