Season 1 Episode 2

Rod Wolfenden on driving customer experience excellence in South Africa

22 October 2025 · 20:00 min

In this episode of Business Talk, we sit down with Rod Wolfenden, Africa Clients and Industries Leader at EY, to unpack what true excellence in customer experience really means. Rod shares why empathy sits at the heart of great service, and why companies that invest in understanding and serving… their customers better ultimately see stronger loyalty, growth, and profitability. He also tackles common myths around customer centricity, such as the belief that good service is too costly or that price always outweighs experience.

The discussion explores how digital tools and omni-channel strategies can enhance – or harm – customer experiences depending on how they’re implemented. Rod highlights the importance of leadership setting the tone from the top, breaking down organizational silos, and aligning incentives to customer-first strategies. Through practical examples, he explains how journey mapping, cross-functional collaboration, and the right culture can transform customer interactions into long-term relationships that benefit both businesses and their clients. Show more