About nlighten.

We make the customer experience memorable. In this digital age, change really is the only constant – nowhere more so than in what customers want and need. We empower companies to deliver exceptional customer and client experiences (CX), connecting with multiple customer segment personas across various channels and industries. Personalised customer experiences are the way of the future and paramount for businesses if they want to survive and thrive in years to come.

nlighten is South Africa’s leading client experience company, specialising in full turnkey solutions for organisations to gain the competitive edge, by delivering consistently remarkable customer experiences.

We are not about ticking boxes – we deliver real ROI for our clients, actionable insights from the research we undertake, bespoke training geared for business outcomes, and real change and strategies to ensure shifts in culture and changes in mindsets. We encourage our clients to make customer a company-wide focus, and our approach is coaching clients in how to make lasting changes using a number of methodologies and putting in place appropriate measures.

nlighten works in the B2B, B2C and B2B2C spaces across industries and sectors – from retail, logistics, hospitality, banking, investments and services, to name a few. Our approach is one of partnership and attaching real tangible value on something that is largely intangible. Yet, it is something that has a profound impact on brand, business sustainability, market share and bottom-line profitability.

Our success can be attributed to the depth we bring to all aspects of our work, adding our own, informed interpretation of results and analyses. This added dimension has been known to grow market share, boost brand value, increase income, and build overall business resilience.

Meet the Team

We are a team of dedicated Customer Experience Professionals, ready to do what it takes to make your business grow

Nathalie Schooling

Nathalie Schooling

CEO

Nathalie Schooling established nlighten in 2005 after a successful career in marketing. Since then, the company has grown to become one of South Africa’s foremost customer and client experience enterprises. Her greatest strength is building businesses with innovation and purpose, always capitalising on people – the most important asset to any organisation. Her trademark ability to motivate, manage and empower people has enabled many a company to garner happy customers and boost the bottom line.

Nathalie has the knack of getting people to understand their role in an organisation, which is at the root of what adds real value to a business. Using this as a springboard, managers are more equipped to change company behaviour from the bottom up, thus driving tangible results.

Brendon Bairstow-Klopper

Brendon Bairstow-Klopper

Director

Brendon Bairstow-Klopper has more than 17 years’ experience in various customer service fields. He has effectively translated his insights into actionable strategies for various global clients, with a strong focus on interventions that will improve the customer experience. His understanding of how vital a role the customer experience plays in securing sustainable success for any organisation makes Brendon much sought-after as a strategic and training partner.

His diverse customer service and experience background, particularly in the hospitality sector, affords him an in-depth understanding of the expectations of clients and consumers, while his strong strategic abilities, keen business insights, and change facilitation expertise give him the ability to convert theoretical knowledge into practical action with successful outcomes.

This is our dedicated Senior Team. Did we say that we would love to work with you? So don’t be shy, get in touch!

Alan Pennington

Alan Pennington

Global Customer Experience/Redesign Guru
Nicola Nicklin

Nicola Nicklin

Key Account Executive
Bridget Southgate

Bridget Southgate

Key Account Executive
Farah Viviers

Farah Viviers

Financial Controller
Professor Charlene Gerber

Professor Charlene Gerber

Research and Development

Belinda Gabriels

Belinda Gabriels

Research Fulfilment Manager
Jo-Anne Bosman

Jo-Anne Bosman

Research Project Executive
Margo Wolff

Margo Wolff

Research Coordinator
Siya Ngoni

Siya Ngoni

Research Specialist
Inga Ncomanzi

Inga Ncomanzi

Research Specialist
Di Brooks

Di Brooks

Research Specialist
Brenda Ntshona

Brenda Ntshona

Research Specialist
Khaya Mzobe

Khaya Mzobe

Research Specialist
Tatum Paulsen

Tatum Paulsen

Designer
Zulpha Meyers

Zulpha Meyers

Designer
Coci Herrick

Coci Herrick

Senior Digital/UX Designer

“I have always believed that the way you treat your employees is the way they will treat your customers, and that people flourish when they are praised.”

Sir Richard Branson