Chantel Botha

Chantel Botha is the author of The Customer Journey Mapping Field Guide and the founder of BrandLove. She helps business leaders empower their teams to live their brand proudly, focusing on closing the gap between what a brand promises and what it delivers in reality. Believing that employees are the true moment of truth in a customer's experience, she has spent over 15 years perfecting a recipe to transform ordinary employees into dedicated Brand Warriors. BrandLove has created thousands of Brand Warriors across diverse industries, including Banking, Insurance, Investments, Retail, and Facilities Management. Her clients frequently see tangible results in as little as 12 weeks—leading to reduced customer complaints, increased sales, and a happier, more enthusiastic workforce. Although a computer scientist and mathematician by education, Chantel realised mid-career that the human operating system intrigued her far more than systems code. Through her structured process of evaluating, elevating, and evolving, she guides leaders and organisations to create significantly better experiences for both their teams and their customers.