Why is Customer Experience Important?

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

A great client or customer experience will help you do just that. Today’s consumers expect positive customer experiences, and as South Africa’s leading multidisciplinary Customer Experience Specialists and Global CX Agency of the Year, nlightencx will help you deliver.

Gone are the days of winning market share with the cheapest product or service only. Research now shows that great customer experience is valued more by the customer than traditional differentiators like price and product or service.

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


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?
Take our FREE CX test to find out.

Client Experience Handbook

Interested to see how our bespoke Customer Experience Research methodologies and framework 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 multi-award-winning and multi-disciplinary customer experience company servicing clients both locally in South Africa and abroad.

As the global Customer Experience Agency of the Year, our superpower lies in helping B2B companies increase sales by up to 30% in just 24 months through customer-centricity. We do this with our bespoke Customer Experience Research Framework designed to take an organisation from being customer unaware to genuinely 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

Our CX Services

We use an award-winning multidisciplinary approach to tailor end-to-end Customer Experience services, solutions, and methodologies for your business.


Voice of the Customer (VoC) Customer Experience Research Framework

Our in-depth Voice of the Customer research framework (VoC) is designed specifically to help you understand the “why” of the measurements through meaningful, actionable, and drivable feedback. 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 Online Research Platform

Proactively address your customers’ needs in real-time, with the nsights real-time reporting platform; a proprietary online platform that allows immediate access to customer feedback in a seamless and easy-to-use way to drive CX changes.


Customer Experience Strategy

By extracting key customer research insights, we develop an action-focused Customer and Client Experience 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.


Bespoke CX Training

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 specialised 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 to set you apart from your competition.

Cape Town CX Masterclass
6 & 7August 2024
Johannesburg CX Masterclass

businesses to date have seen tangible results thanks to our CX Masterclass.

Hear from our clients

“nlightencx 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

"As a consequence of CX intervention and client interviews, we’ve been able to use Customer Experience as our main differentiator. We’ve retained big contracts and picked up on things that have enabled us to redefine, adapt, or innovate our offerings. Our ability to timeously be both proactive and reactive is what sets us apart from our competitors"

Managing Director of Training

“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 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

“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

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

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