We empower businesses to create consistently great Client Experiences.
nlightencx opened its doors in 2005 when our CEO Nathalie Schooling, identified a gap in the South African market for using enhanced customer experiences as a key business differentiator. Now a multiple award-winning Customer Experience Agency, we are recognised as one of the best multi-disciplinary Customer Experience companies in South Africa.
Our unique methodology as a customer experience company in delivering enhanced customer experiences is based on a robust ‘no-nonsense’ approach to CX that cuts to the core to reveal deep insights into your clients' behaviour and perception of your business.
A lot of Customer Experience (CX) companies rely on digital or on-the-fly phone questionnaires to gather their data, but our process is slightly different. We specialise in targeted, in-depth telephonic research interviews so that we can really get under the skin of your customer.
This requires more effort, but the rewards are that much greater because we don’t just give you a number on a scorecard, we give you the WHY behind the number.
Understanding the WHY can be a key differentiator for your business - especially in terms of growing your market share and retaining clients.
Further to this, we offer our clients a range of multi-disciplinary and tailor-made client experience solutions that go beyond research. These services also include in-depth Customer Journey Mapping, Robust Customer Experience Strategies, Customer Experience Design and Redesign, and a Real-Time Insights Platform
Our wealth of expertise enables us to translate insights and data into actionable strategies that can work to mitigate risk, capitalise on cross and up-sell opportunities, ensure client loyalty, and drive overall business growth.
With a completely holistic approach to Customer and Client Experiences, we are able to offer our clients a full suite of Customer Experience Training options to include our signature SETA accredited train-the-trainer programme.
Customer and Client Experience means diving deep into a relationship with your customer or client. In a nutshell, great Customer Experience is the sum of every interaction a customer has with your business that determines how they perceive it. Customer Experience goes beyond a once-off encounter to a culmination of all of your customers' experiences with your employees, systems and channels, services, or products. Every touchpoint plays a role in how your client feels about you. By developing and implementing a robust CX strategy, your business can enjoy increased customer loyalty and repeat sales.
What’s a business without customers? We fundamentally understand that your customers are the ones who keep your lights on. It’s therefore our mission to find out what makes them tick and assist you to create and deliver experiences that exceed expectations.
You can count on us!
We are with you through each and every step of the way. We don’t stop until we have your business’s CX where it needs to be.
You, our customer, will always come first. Your needs and the needs of your clients are front and centre throughout the entire process.
Your business success is our main focus. Therefore, we ensure that the CX strategy we develop for you will have a direct and positive impact on your bottom-line.
Good CX is not a one-size-fits-all approach. We bring our wealth of experience to the table to create very specific and tailored CX solutions to suit your business needs.
We are dedicated Customer Experience professionals at the top of our game. We love what we do and this shines through in the results we achieve for our clients.
Farah-Diba has extensive knowledge in the development and implementation of workplace policies and procedures. This has proven an invaluable skill in being able to ensure the sustainability of work processes in an organisation.
Her exceptionally strong business acumen has gained her vast experience in the financial services sector extending from loan origination to banking, utility management, and property development. A passionate advocate for women’s empowerment, a major milestone in Farah’s career was becoming the first female dealer of Total SA, a groundbreaking achievement in a traditionally male-dominated industry.
In her current role as Financial Director at nlightencx, she has become well known for developing formidable financial governance structures and creating an inspired shared vision that has yielded phenomenal results in sometimes-volatile economic conditions.
“Self-confidence is the best outfit. Rock it, and own it.”
Nathalie is an experienced strategist, trainer, and improvement specialist with more than 25 years of expertise in the customer service/experience industry. She founded nlightencx in 2005, which she has grown into a multiple award-winning customer experience company, recognised as South Africa’s leaders in multi-disciplinary CX. Her extensive experience in the South African corporate environment translates into a unique understanding of the challenges facing modern businesses and the increasingly competitive environment in which they have to operate – which allows her to apply proven CX principles and solutions to help them overcome those challenges.
In 2023, Nathalie was recognized as one of the top 5 Global thought leaders by CXM as well as one of the Top 50 CX Influencers to follow by the CX Network. In 2021, she was selected one of the top Global CX influencers to follow by the international publication, The Awards Magazine, and was also featured in the CX Hall of Fame.
“My best is when we pitch for work, we can see the hesitation at first with some of the folk in the room being less than convinced. Fast forward 12 months, and they are seeing major positive changes reflecting in their customer satisfaction scores. We then see the proverbial lights come on. That ‘aha’ moment is what gets me so excited about the power of CX.”
Brendon Bairstow-Klopper has more than 18 years experience across a number of customer service fields. His vast and diverse cross-sector background affords him an in-depth understanding of the expectations of clients and consumers.
Brendon’s strong strategic abilities and keen business insights give him the ability to convert theoretical knowledge into practical execution with successful outcomes. With a laser focus on the interventions needed to improve upon a customer experience, Brendon’s sought-after expertise has successfully been translated into actionable strategies for various global clients.
“My favourite thing about CX is that when done right, it’s constantly pushing you as a company to be better, to do more, and to be held accountable for the promise you make to your clients. I’m also a creative, and I love coming up with very specific ideas and tailored solutions for our clients. It’s not a -one-size-fits-all fix, and that’s what makes what we do so specialised and dynamic.”
To: nlightencx.
By: MEA Business Awards
To: nlightencx.
By: Customer Centricity World Series
To: Nathalie Schooling
By: CX Network
To: Nathalie Schooling
By: CX Magazine: CXM Stars
To: Nathalie Schooling
By: Survey Sensum
To: nlightencx
By: Standard Bank Top Women
To: nlightencx
By: MEA Business Awards
To: Nathalie Schooling
By: CX International
To: Nathalie Schooling
By: The Awards Magazine
