by Mandisa Makubalo

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 immediately make accusations about unfair recruitment practices like “they already know who they want for those roles” which begins to threaten their relationship with the organisation.

by Mandisa Makubalo

Ever heard of the word ‘cookie-cut?’ By definition, to cookie-cut is to indicate that each one is the same, like a guaranteed formula for something that works. It also means that the same approach or style is always used and not enough attention is paid to individual differences. Have you ever found yourself saying “I’m struggling to get the buy in of the C-Suite for my CX (Customer Experience) project”? Have you recently taken on a CX project as an independent consultant or entrepreneur? If your answer is yes, I invite to look as I discuss some of the reasons you might be experiencing the resistance and ways to overcome it.

by Mandisa Makubalo

“The greater the adoption the wider the experience divide.”

Today’s temperature is a scorching hot 35 degrees, the kind of weather that is unbearable for most households, especially those in the townships due to the quality of the housing structures. Most people are sitting outside their houses, children are playing in the streets, throwing water at each other, and some residents have made their way to the beautiful beaches of Cape Town in an attempt to escape this rather unbearable heat.

by Mandisa Makubalo, founder of Unlimited Experiences 

What is "Customer First Talk"? How does this look, tangibly, and how does a company recognize that it’s moved beyond ‘customer first talk’ to delivering value for its customers?

Today’s customers need a very good reason to give you their money, and it is high time businesses got out there to understand just how customers perceive and experience their brands. Not just at the point of purchase, but holistically. It means embedding a customer-centric perspective into your organisation’s corporate DNA.