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Mandisa Makubalo, CX Global Thought Leader

CEO at Unlimited Experiences SA

Cape Town, South Africa

Mandisa Makubalo is the CEO of Unlimited Experiences SA, the 1st 100% black women owned CX Management Consultancy in South Africa. She has been ranked in the Top 100 CX Global Thought Leaders for 2021. Mandisa’s role involves working with both domestic and global clients at an executive level with CEOs and Boards of Directors and with business leaders and their teams to provide advice on high-level decisions, identify and solve complex organizational, business and operational problems through the value of CX management. She has just under 2 decades of experience in both public and private sectors with extensive experience in management consultation and strategy implementation in the area of Customer Experience Management and Employee Experience Management. Her academic qualification includes leadership studies from University of Stellenbosch Business School. She has experience in the petro-chemical industry, consulting industry, waste management, non-profit and for profit industries, retail, financial services, entertainment and media, travel and tourism and telecommunications.

Mandisa serves on a variety of domestic and global boards and is currently leading the Women in CX Africa chapter where she is also a Founding Member. She is a listed book author on Amazon for the CX3 book co-authored with 25 other international authors, has been nominated as a panel member for the 2021 CX Financial Services Africa Conference, she served as a judge at the International Customer Experience Awards in 2020 and she Moderates and Leads a number of Global Round Table Discussions on topics relating to Customer Experience, Entrepreneurship and provides thought leadership in a number of international platforms.

Available For: Advising, Authoring, Consulting, Speaking
Travels From: Cape Town, South Africa

Mandisa Makubalo, CX Global Thought Leader Points
Academic 5
Author 22
Influencer 21
Speaker 10
Entrepreneur 50
Total 108

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Company Information

Company Type: Service Provider
Business Unit: Management Consulting
Last Media Interview: 08/09/2022

Areas of Expertise

Business Continuity
Business Strategy 30.24
Change Management
CSR
Culture
Customer Experience 31.48
Customer Loyalty 35.33
Design Thinking 31.89
Digital Transformation
Diversity and Inclusion
Entrepreneurship 30.44
Leadership 31.36
Management 30.05
Marketing
Project Management 30.16
Startups
Supply Chain
Sustainability

Industry Experience

Agriculture & Mining
Financial Services & Banking
Higher Education & Research
Hospitality
Insurance
Media
Oil & Gas
Other
Professional Services
Retail
Telecommunications
Travel & Transportation

Publications

12 Article/Blogs
From Designing a Customer Experience Business Unit to Delivering Organisational Transformation
Not Applicable
December 01, 2022
This article is intended to walk the reader through some of the “so-called challenges” faced as independent practitioners called to support clients with certain areas of their business. What often looks like a “challenge” is an invitation to deliver the greatest organisational transformational value which in this case has earned me the respect and trust from a new client. I’ve learned not to pursue getting buy-in but to rather focus on cross pollinating my experience, skills, wisdom and knowledge to deliver value because I have control over these as a result allowed me to deliver the greatest value.

It’s important to not fall into the trap of immediately assuming that every client is the same therefore the solutions are the same. Your role can quickly evolve from consulting to advisory in no time but this is dependent on the lens through which you look at your individual clients.

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Tags: Business Strategy, Management, Project Management

7 Ways Live Chat Experiences Optimize a Contact Center
Medallia
September 08, 2022
I am currently on a paid content partnership with Medallia, where I write monthly blogs on topics relating to customer experience and contact centers

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Tags: Customer Experience

The CX Game “the greater the adoption the wider the experience divide”
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January 17, 2022
Today the temperature is a scorching hot 35º, the kind of weather that is unbearable for most households especially those […]

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Tags: Customer Experience, Design Thinking, Customer Loyalty

Helping CX Leaders build business knowledge
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November 15, 2021
Creating a business culture that values and places a very high regard on knowledge building is critical to the success […]

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Tags: Customer Experience, Design Thinking, Customer Loyalty

Want to achieve business growth? Here’s how!
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September 22, 2021
Gaining alignment is undoubtedly very hard and complex, especially as you get higher in any organisation it becomes something business […]

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Tags: Customer Experience, Design Thinking, Customer Loyalty

The Role of Diversity in CX Strategy Design – S.A. Context
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July 19, 2021
Definitions Diversity: encompasses acceptance and respect, it means understanding that customers are unique, and recognizing their uniqueness and differences. Some […]

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The Realities of Employee Experience – S.A. Case Study
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July 06, 2021
Meet Nombulelo a 35-year single mother, working as a Customer Services Consultant for one of South Africa’s largest petrochemical companies. […]

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Tags: Customer Experience, Customer Loyalty, Design Thinking

Speaking Your Truth. The Key to Unlocking Your Freedom
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January 23, 2021
To find this 4 min read titled “Speaking Your Truth. The Key to Unlocking Your Freedom” follow this link: https://womenincx.community/blog/mandisa-makubalo-speak-your-truth […]

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Tags: Customer Experience, Customer Loyalty, Design Thinking

Unlocking Potential – What A cliché
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January 13, 2021
Let me start this reading by refreshing your mind.  According to Wikipedia, a cliché is an expression or an idea […]

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Tags: Customer Experience, Customer Loyalty, Design Thinking

Think Big, Deep and in Time -The New Strategy for Business Leaders
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January 13, 2021
Business Leaders have always been identified by their ability to lead people and businesses. They display a great passion for […]

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Tags: Customer Experience, Customer Loyalty, Design Thinking

What our clients have to say about us?
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August 07, 2020
“Mandisa Makubalo facilitated a workshop for our Women in Business Entrepreneurship programme in 2019. She was well prepared for the […]

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Tags: Customer Experience, Customer Loyalty, Design Thinking

How the most successful people innovate by Michelle Spaul
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August 07, 2020
In this second and concluding part, Michelle Spaul gives four steps to successful innovation. But first a couple of success […]

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Tags: Customer Experience, Customer Loyalty, Design Thinking

1 Board Membership
Hope Africa Collective
Hope Africa Collective
October 13, 2020
Provide effective corporate governance for HAC.

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Tags: Leadership, Customer Loyalty

1 Book Chapter
Customer Experience3
Writing Matters Publishing
March 25, 2021
The book is co-authored with 24 other international authors, its currently listed and selling on Amazon. The book was published early 2020 and my chapter highlights the importance of incorporating the Design Thinking principles into Strategy Design especially when integrating ones products and services in a new market with a set of nuances and dynamics specifically the country of South Africa that has over 10 spoken languages and 9 provinces.

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Tags: Customer Experience, Customer Loyalty, Design Thinking

1 Founder
Unlimited Experiences SA
Unlimited Experiences SA
April 03, 2017
Unlimited Experiences SA is the country's first 100% black women owned CX management consultancy, we work with organisations to define, design and reconcile their CX strategy with other parts of the organisation in order to contribute towards the overall corporate strategy. We believe it is important to understand the organisational priorities and we have found over the years that most organisational goals and objectives sound simple yet there are in the heads of the C-Suite, not clearly articulated.

The key success factor of our work is in how well we understand the business strategy of our client, this allows us to help each organisation in terms of understanding how they execute better in the marketplace and how to create better employee experience and customer experience.

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Tags: Leadership, Customer Loyalty

1 Panel
CEM Africa Summit
Not Applicable
August 23, 2022
In August 2022 I was nominated to moderate a panel discussion at the 10th edition of the CEM Africa Summit and I delivered a workshop to 70 business leaders on building a CEM operations.

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Tags: Customer Experience

1 Speaking Engagement
BOUSSIAS CX Summit
Not Applicable
January 26, 2023
I have been nominated as part of the guest speaking panel for the 2023 Boussias CX Summit in Greece where I will deliver a 15 minute talk on the challenges facing cx professionals.

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Tags: Customer Experience

1 Visiting Lecturer
Doing Business in Africa
Not Applicable
October 11, 2022
Delivered 2 hour guest lecture to MBA students at the University of Cape Town on the topic of Doing Business in Africa

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Tags: Business Strategy, Entrepreneurship

1 Webinar
Infobip
Not Applicable
August 25, 2022
I was nominated to take part in a Webinar by Infobip on the topic of "How to deliver high impact CX projects with the right technology"

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Tags: Customer Experience

1 Workshop
Customer Experience Management Operations
Not Applicable
August 25, 2022
Delivered an hour long workshop to over 70 business leaders at the 10th edition of the CEM African Summit in Cape Town, South Africa

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Tags: Customer Experience

Thinkers360 Credentials

3 Badges

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