Chantel Botha

Head of Customer Experience Strategy and Consulting, BrandLove
Location:South Africa


Chantel has been providing business-consulting services for over 20 years across multiple industries. She had led large customer experience transformation projects in financial services over the last 8 years. These programs included journey, culture, process and technology aspects.

She is an experienced customer journey map and innovation incubation facilitator. She finds immense joy in infusing personal enrichment and growth within the training programs that she designs to transform hearts and minds.
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I hate speaking to your call centre!

How many times have you said this or heard someone say it? In this post I would like to explore the reasons why these interactions are so dreaded...

By Chantel Botha, Issued by BrandLove 15 Apr 2016

The craft of customer experience (CX) design

To an outsider who does not understand the work it may look like we draw lots of pictures, talk too much, ask people invasive repetitive questions and then play back the answers...

By Chantel Botha 27 Aug 2015

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 strategy review, it can be a daunting task...

By Chantel Botha 3 Jun 2015

Does the digital customer experience demand breaking old rules?

So many corporates I have worked with fear the world of digital and social media. Not because it is hugely complex, but more because it is unknown and unpredictable and forces people to be resilient and adapt to change much more quickly.

By Chantel Botha 28 Mar 2013

Avoid "one-night stand" marketing campaigns

Why are some companies just better at advertising when all of them have access to the same resources, budget and agencies? And why is it that some award-winning marketing campaigns just don't deliver the return on investment for which the brand had hoped?

By Chantel Botha 17 Mar 2013

Rules of the new conversation economy

In mass media the conversation has mostly been one-sided, loud, condescending and sometimes even quite dictatorial... of marketers and brands telling consumers what they need and why and what would be a reasonable price to pay to satisfy the need.

By Chantel Botha 2 Mar 2013

2013 customer experience forecast

I take out my crystal ball, as any good consultant is required to do at times, and venture to make some predictions for what customer experience challenges and trends I think brands will face this year.

By Chantel Botha 30 Jan 2013

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