In this episode of Future Proof Mzansi, we chat to Julie-Anne Walsh, CMO of South Africa’s leading e-commerce platform, Takealot.com. The discussion revolves around the critical role of customer experience in brand building, particularly in the context of South Africa's e-commerce landscape.

The conversation highlights the importance of retaining customers through exceptional service and innovative strategies. Julie-Anne discusses Takealot’s Township Economy Initiative aimed at fostering inclusive growth, increasing accessibility and transforming communities. We also delve into partnerships that enhance customer experience, the importance of customer feedback, and the future trends shaping the e-commerce sector.

This podcast is produced by Laura Rapson

Chapters

00:00 - Introduction to customer experience and it’s critical role in brand building

11:05 - How is Takealot building meaningful difference for their customers

14:15 - Inclusive growth, increasing accessibility and Takealot’s Township Economy Initiative

23:00 - Strategic partnerships that enhance customer experience

28:45 - How South Africa’s instant delivery landscape compares to other markets

33:40 - What the entry of Amazon into South Africa means for local e-commerce

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