Why is cx important?

In a world full of noise, if you’re not standing out, you’re not being heard.

Gone are the days of winning market share with the cheapest product or service only.

Today’s customers have higher expectations. Research now shows that CX is valued more by the customer than traditional differentiators like price and product.

This is why we believe it’s vital to not only create memorable experiences for your clients but to continuously measure your CX efforts and improve upon your CX strategy.


of CEOs believe customers have the biggest impact on company strategies.(PWC)


of companies view customer experience as a competitive differentiator.(DIMENSION DATA)


of consumers are more likely to make a purchase when the business offers personalised experiences.(EPSILON)


of customers are willing to walk away from a brand because of just one bad experience.(PWC)

How would you rate your business’ customer experience?
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CX Handbook

Interested to see how our True Voice of Customer programme can increase your sales by up to 30%?

Watch our Explainer Video now.
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We are a B-BBEE level 2, POPIA, and GDPR compliant multidisciplinary customer experience company servicing clients both locally in South Africa and abroad.

Our superpower lies in helping B2B companies increase sales by up to 30% in just 24 months. We do this with our trusted True Voice of Customer Framework designed to take an organisation from being customer unaware to customer-centric.

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We’ll help you
increase sales by

Thought LeaderSouth Africa’s LEADING CX
“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.Maya Angelou


We use a multi-disciplinary approach to tailor end-to-end solutions for your business.


VoC (Voice of Customer) Research

Our in-depth Voice of the Customer research (VoC) uncovers deep insights into what your clients actually think about doing business with you. Our promise with our VoC offering is to give you meaningful, actionable insights that work to retain your clients and grow your business.


Real-Time Research Platform

To help our clients proactively address their customers’ needs in real-time, we have developed nsights; a proprietary online platform that allows immediate access to customer feedback in a seamless and easy-to-use way.



By extracting key customer research insights, we develop an action-focused CX strategy that is in line with your business goals. This strategy provides your team with a solid CX blueprint that they can follow, which will ensure everyone is on the same page, and working toward a shared vision.



Equip your management teams with the framework, knowledge, and skills to deliver world-class customer experiences. We offer various open and customised CX training, as well as our signature SETA-accredited Train-the-Trainer Programme.


Customer Journey Mapping

Used by the world’s most successful businesses, Customer Journey Mapping (CJM) has become the go-to method for designing and redesigning the customer experience. An indispensable business tool, we teach you how to think like your customer and experience your product or service as they do.


Customer Experience Redesign

Using key design thinking principles, we’ll help you redesign and optimise your existing customer journey, as well as work to identify and develop new best-in-class experiences.

Cape Town CX Masterclass
17 & 18May 2023
CTICC 2Cape Town City Centre
Johannesburg CX Masterclass
13 & 14Sept 2023
Maslow HotelSandton, Johannesburg

Hear from our clients

“nlighten deliver what they promise and consistently supply proactive intelligence, which plays a strategic role in how we manage our business. What’s more, nlightencx is quick to identify on-sell opportunities and point out problem areas that we can respond to promptly.”

Adcorp BLU.
Managing Executive | Inland

“I value the independent, neutral perspective that nlightencx offers our CX initiatives. The quality of their research is top class. nlightencx are utterly professional and their Voice of Client insights are absolutely invaluable. We would not be able to run or grow this organization without their input. I would recommend nlightencx whole-heartedly. I would recommend them for their business ethos, really adding value and making a difference. They don’t simply tick boxes. They definitely have the future of your business in mind”.

Cape Town International Convention Centre (ex CEO)

“nlightencx are professional and expert at what they do, yet offer a personal touch. This is valuable in today’s business environment, where everything tends to be commodified. nlightencx really gets involved and invests heavily in their client relationships.

Commercial Director

“nlightencx has a very specific and well-established methodology that works. They are cost-effective and timeously deliver results that add value. They never tell me how to run my business, which I appreciate. Above all, they stick to the brief.

Tritech Media
Chief Operating Officer

“nlightencx are enthusiastic and fun to deal with, and have a professional way of being that is credible and inspiring. We are delighted to be clients, and get the impression the feeling is mutual. They are great communicators.”

MD Institutional Clients

Latest from our media centre

Real human interactions trump the bots.


You never get a second chance to make a first impression


The Importance Of Responsiveness


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customer experience.

nlightencx shares the latest CX tips, trends and articles on how to create the ultimate experience for your customers.

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