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CX experts behind leading brands

With 20+ years of experience, we empower businesses to provide consistently great customer experience (CX) services for their clients.

Meet the team

years of industry experience

client success stories

CX handbooks sold

CX masterclasses

our approach goes beyond traditional cx

Since 2005, nlightencx has been transforming how businesses approach customer experience. Founded by CEO Nathalie Schooling to fill a critical gap in the South African market, we’ve grown into a multi-award-winning global CX agency recognized for our comprehensive approach.

What sets us apart is our no-nonsense methodology. While others rely on impersonal digital surveys, we conduct targeted, in-depth telephonic research that uncovers the true drivers of customer behavior. This approach delivers insights that truly differentiate your business in the marketplace. Our holistic services extend beyond research to include comprehensive CX training solutions, featuring our signature SETA-accredited train-the-trainer program that empowers your team to sustain excellence.

Experience the nlightencx difference and revolutionise how your customers interact with your brand.

Our Services

Beyond scores, we uncover the “WHY” that drives real business growth and client retention.

Our years of customer experience expertise enable us to take customer and client insights and turn them into actionable strategies.

meet the leadership team

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.

Nathalie
Schooling

CEO

Globally recognised CX pioneer and strategist who has transformed businesses through CX innovation, earning her place as one of the top five global thought leaders by CXM.

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Brendon
Bairstow-Klopper

Director

Strategic CX visionary with 18+ years of cross-sector expertise, transforming theoretical concepts into practical solutions that deliver measurable results for global clients.

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Farah
Viviers

Director: Finance & Governance

Financial governance expert with diverse sector experience who broke barriers as Total SA’s first female dealer and now drives exceptional business performance at nlightencx.

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Is your business
exceeding your customer’s expectations?

Our proven expertise transforms customer insights into actionable strategies that drive measurable results. With positive CX making customers spend 140% more, discover where you stand by taking our free quiz today

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CX newsroom

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Articles

Will CX Make or Break Your Business? (BizCommunity)

Unlock the potential of customer experience—it’s your secret weapon! With 70% of buyers influenced by their emotions, mastering this aspect can significantly enhance loyalty and profits.

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Reports

Information Services CX Research Report

The information services sector values CX, achieving a 75% satisfaction index, but faces challenges in leadership alignment and adapting to client expectations.

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Blogs

Caring - The True Heart of Business Success

Founder Nathalie Schooling reflects on 20 years at nlightencx, revealing how authentic care, not just metrics, forms the true foundation of exceptional customer experience and business success.

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Articles

Threat of Customer Push-Back Against AI Looms (IT Online)

Enhance customer experience by combining AI with human insight—South African companies need to address skill gaps and build trust to prevent expensive errors.

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Reports

Financial Services CX Research Report

The financial services sector values CX with a 79% satisfaction index but faces challenges in leadership buy-in and digital transformation.

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Reports

Ask Campaign Research Report

This comprehensive research compares UK and SA facilities management sectors during COVID-19, revealing adaptation strategies, technology investment priorities, and market competitiveness insights.

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Blogs

The Sil (O) ent killer in CX

Discover how breaking down organisational silos could triple your revenue growth while boosting employee engagement—the hidden barrier to delivering exceptional customer experiences.

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Articles

POPIA: Too Little too Late? (IT Online)

POPIA compliance alone isn't enough to rebuild consumer trust. Nathalie Schooling emphasises that only an authentic and seamless customer experience can bridge the trust gap in South Africa long-term.

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Blogs

Being Responsive – The Silver Bullet in Improving CX

Transformed operations and culture with client and staff insights, driving leadership growth and client-centric solutions.

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Blogs

Take your Survey? Don’t Bank on it!

CX expert Nathalie Schooling critiques Standard Bank's NPS survey approach, revealing crucial mistakes companies make when requesting customer feedback—and how to fix them.

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Nathalie Schooling

CEO

With over 25 years of experience in the customer service and experience sector, Nathalie is a seasoned strategist, facilitator, and CX improvement specialist. Nathalie founded nlightencx in 2005, successfully guiding it to become a multiple award-winning leader in multi-disciplinary customer experience. Her deep understanding of the complexities across multiple industries/sectors and environments enables her to apply effective CX principles and solutions that help businesses navigate modern challenges.

Nathalie’s influence in the industry is widely recognised. In 2023, she was named one of the top 5 Global Thought Leaders by CXM and was highlighted as one of the Top 50 CX Influencers to follow by the CX Network. In 2025, she further distinguished herself by being recognised as one of the top 10 Global CX Influencers. Nathalie is the co-author of the bestselling CX Business Handbook, “Eat Your Own Lunch,” a crucial resource for organisations aiming to improve their customer experience.

Brendon Bairstow-Klopper

Director

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.

Farah Viviers

Director: Finance & Governance

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.

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