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Liberty

Gladiola Mbatha is Head: Client & Adviser Experience Journey Management at Liberty, with a career spanning more than 14 years in customer experience across consulting and financial services. She spent her first six years in CX consulting, specialising in customer journey management and experience measurement, partnering with organisations to design and implement CX strategies, develop journey management capabilities, and establish measurement frameworks. For the past eight years she has worked in the financial services sector, focusing on CX research, insights and measurement, translating customer feedback and data into actionable insights that influence strategic decisions, improve customer outcomes, and strengthen organisational performance. Passionate about bridging the gap between strategy and execution, Gladiola believes the true value of a CX strategy lies in its operational implementation, where it becomes embedded in the way an organisation works and its impact can be measured against strategic objectives. She holds a BSc Honours in Informatics, a Masters in Business, is an accredited CX professional (CXPA), and is currently a Doctoral Candidate.