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Strategic Thinking, Lasting Transformation
We offer an exciting, results-driven strategy for brands and individuals, guiding them to evolve into a sophisticated CX destination. Our approach focuses on transforming organizational decision-making, fostering a shift towards customer and employee-centric practices.
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Hold On Tight
Things are going to get really interesting.
Just keep scrolling. trust us, it'll be worth it.
Customer experience (CX) is the holistic sum of every customer interaction with a brand. It transcends transactions, emphasizing emotions, perceptions, and satisfaction. To create a positive CX, businesses must optimize touchpoints, enhance usability, and tailor products to customer needs. Prioritizing CX fosters loyalty, positive word-of-mouth, and repeat business.
Memorable customer experiences are intentionally crafted moments, extending beyond the product to include interfaces, service interactions, and packaging. Thoughtful design, personalization, and alignment with brand values contribute to authentic connections. Brands investing in these aspects stand out, building customer loyalty and advocacy.
Now, why do you need us?
What is EX, and why is it so important to your company’s success?
What is EX, and why is it so important to your company’s success?
Employee Experience (EX) is the exhilarating rollercoaster ride of an employee’s journey within a company, from the thrilling rush of recruitment to the bittersweet farewell of departure. It’s all about creating an electrifying atmosphere where every moment counts, from the adrenaline-pumping onboarding process to the heart-racing challenges and victories of daily work life. With each twist and turn, organisations have the opportunity to dazzle their employees with dynamic environments, exciting development opportunities, and empowering leadership, ensuring that every second spent on this wild ride leaves them exhilarated, engaged, and eager for more.
employee happiness
wow your clients
communicate
setting trends
employee happiness
wow your clients
communicate
setting trends
Excite Your Customers
by Making organisations as customer centric as they can be
Services
Understanding your customer needs.
Coaching, mentoring, training and more.
Kick start your CX strategy.
From paper to reality.
Culture eats strategy for breakfast.
Your CX CRM and Contact Centre Solution
of buyers will buy for a better customer experience
of CEOs agree improvements in CX and EX directly impact their net profit
of customers complain, the rest say nothingEnhanced Risk Management
Excite Your Customers
by Making organisations as customer centric as they can be
Services
Understanding your customer needs.
Coaching, mentoring, training and more.
Kick start your CX strategy.
From paper to reality.
Culture eats strategy for breakfast.
Your CX CRM and Contact Centre Solution
of buyers will buy for a better customer experience
of CEOs agree improvements in CX and EX directly impact their net profit
of customers complain, the rest say nothingEnhanced Risk Management
Why Choose Us
Revolutionise business outcomes that matter to customers with our Business management solutions
Strategic Objective
Implement CX within chosen "business discipline".
Business Need
Understand our customers. Compile ex vision & strategy. Implement CX plan.
Outcome
Improve customer satisfaction and product market fit. Increase revenue. Reduce cost. Improve service and experience.
Benefit
Obtain an understanding of what customers actually need. Build businesses and solutions to address the needs of respective personas (segments) experience.
Deliverable
Customer persona framework.
Process
Research real customers. Analysis of feedback. Drafting of personas. Sensitising inside the business.
How It Meets The Need
Use insight to deliver a much more relevant and less one-dimensional experience.
Aligning To Strategy
Delivering what is relevant and what matters to respective customer personas.
Build your own CX experience with CX Connect platform and utilise Contact Centre, Sales, Marketing and Customer Service applications alone — but together, they’re even better!
Build your own CX experience with CX Connect platform and utilise Contact Centre, Sales, Marketing and Customer Service applications alone — but together, they’re even better!
Our Clients
The Driving Force Behind Our Success
And What They Have To Say About Us
And What They Have To Say About Us
Their success, is our success.
SAP Africa
It’s been a pleasure working with Yugesh and the CX Group Team. Yugesh, not only has a wealth of local CX knowledge which has been incredibly useful, but also direct access to South Africa’s community of CX professionals.
The CX Group have helped bridge the gap between technology (such as ours) and buzzwords to demonstrable client outcomes
Arena Holdings
The CX group has been extremely supportive and accommodating as our business needs changed during the year. They have challenged us to look at our processes in a new way which will benefit the business greatly. I look forward to more interactions with them.
BPT Group
I have been working with Yugeshree Frylinck and The CX Group for 2 years now. From the initial engagement to where we find ourselves (on another phase of the project, I have been extremely happy with the work ethics of the business and the knowledge and guidance with regards to customer experience.
The team has always gone above and beyond and they have the unique ability to work with teams of all disciplines in achieving their goals. Their knowledge and experience in the field is incredible and always trusted. We have seen significant business shifts to meet objectives promised. The internal team working with The CX Group have grown in their understanding and have gained a lot through “on the project” coaching and guiding.
We believe that The CX Group is a trusted partner in all our CX projects in the future. We have a team up with key thought leaders in SA.
Absa Vehicle & Asset Finance
The CX Group assisted us with a Product Mobility Proposal that was to be used as part of an outside-in proposition design for a new type of vehicle financing. The CX Group was prompt in their response and showed a remarkable understanding of an industry that isn’t always that easy for a consulting group to understand. We also looked the CX Group for advice from a customer experience perspective and was guided by the deep understanding that they have in this space. Her billing for the work was easy to understand and relatable to the effort required to achieve the desired outcome.
PNet
It is with much enthusiasm that I write this testimonial on the partnership between Pnet and The CX Group.
As a brand, we strive to give our customers the best experience possible. To achieve this, we partner with companies who share this vision. We have received impeccable service and unfailing support throughout the time we consulted with The CX Group. Many hours of research was done to ensure that a comprehensive strategy was presented. As a professional with growing knowledge in the field of CX, I felt included and up-skilled during this partnership.
I will, without a doubt recommend the services of The CX Group, especially now, when CX is the most important competitive differentiator.
Arena Holdings
just want to pop in a mail to you and the CX Group. Thank you for Phase 1 training. This has been so great for us all.
I see an immediate difference and change of mindset from the agents to the supervisors …… Even myself included.
We have only touched base with you and I know we still have a lot to learn to build this exciting new call center.
We are putting everything in motion that we have been thought and I see that positive energy happening, We will take this one day at a time and strive for excellence.
Thank you so very much for helping us build this!
From us all
Cashconnect
My experience with you and your team have been nothing less than enjoyable, professional and informative.
The sessions were well organized, goal driven and actively involved all members.
We received great feedback with clear improvement areas as well as guidelines on how to help the team achieve it.
I would recommend working with The CX Group anytime.
Our Partners
Amazing partnerships yield amazing results
