Nathalie Schooling

nlightencx

What does your company do?

We are in the business of customer research and customer insights - We are an award-winning B-BBBE level 2, POPIA, and GDPR compliant customer experience company servicing clients both locally in South Africa and abroad. We differentiate through our leading multidisciplinary approach to tailor end-to-end solutions for businesses, including our signature True Voice of Customer framework which has proven to help B2B companies increase sales by up to 30% in just 24 months. We offer in-depth client research, CX Strategy, Customer Journey Mapping, Experience Redesign, and customised accredited CX training programs. Our unique methodology is based on a robust ‘no-nonsense’ approach to CX that delivers actionable insights for our clients.

What is your biggest success?

Co-authoring South Africa's first B2B client experience handbook, called 'Eat Your Own Lunch.' Further to this, winning global CX (customer experience) agency of the year two years in a row, at the World Customer Centricity Awards, as well as being selected a top global CX thought-leader.

What has been your biggest hurdle?

When people think of customer experience (CX), they sort of say ‘ how do you have a career in that?’ – People told me I was mad when I first opened doors. 25 years ago, CX was hardly known, so it was a big risk in the eyes of many. But coming from the corporate industry, I knew there was a gap in the market for businesses to be more efficient by creating better experiences for their customers. The challenge was then to convince the decision makers in the boardroom that they need to invest in CX. It's always been a challenge and a hurdle to overcome, but the proof is in the pudding. 25 years and we are still here - companies are seeing the value!