• Strategic Thinking, Lasting Transformation

  • Hold On Tight

    Things are going to get really interesting.

  • Strategic Thinking, Lasting Transformation

  • Hold On Tight

    Things are going to get really interesting.

Customer eXperience?

What is it, and why do you need 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.

Measuring CX involves key metrics like NPS, CSAT, and CES, providing insights for improvement. Regular feedback, surveys, and analytics reveal the customer journey, enabling organizations to refine strategies. A customer-centric culture, empowered employees, and agile responses to feedback are crucial for continuous CX enhancement. Leveraging technology for data analysis ensures swift adaptation to evolving customer expectations.

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.

CX Communicate CRM

Your CX CRM and Contact Centre Solution

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!

Latest News

Keeping You Updated on Key Trends and Changes

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

sap

Marc Emert

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.

arena

Richard Goussard

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.

bpt

Hannelie Eksteen

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.

absa

Henry Botha

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.

pnet

Leandre van der Merwe

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

arena

Sharon Naidu

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.

cashconnect

Grieta de Bruyn

Our Partners

Amazing partnerships yield amazing results

Have a project in mind?

Do not hesitate to say

Strategic Adaption

We will help with understanding your customer needs, what turn around and key elements must change for you to become a customer centric organization. We will work with you to identify the gaps and create an appropriate strategy that closes the gap between your customer expectations and your current brand experience. Together with you and your team, we will also help take customer experience to your C-Suite and motivate CX as a strategic focus. The CX Group will assist you with your strategy, operating model, and technology decisions, we can give you a competitive advantage that translates to growth.

Research feeds Strategy, Strategy will feed your Transformation which evolves your business Culture and Customer Experience

Services included but not limited to:
  • Customer Experience Strategy and Roadmap Design
  • Customer Digital Strategy & transformation
  • Customer segmentation and value proposition
  • Customer-led innovation
  • New products & services development
  • Business models and Frameworks

Training & Events​

As thought leaders in the industry we will help assess pre or post your CX project design and or implementation. We use various diagnostic tools to establish your maturity level within the organization.

Our services also include coaching, mentoring and training. With years of experience working across various industries we will be able to walk though your problem statements and identify your pain points and propose solutions that are customized to your specific needs.

Services included but not limited to:
  • Digital design
  • Service design
  • Business design
  • User experience design
  • Customer experience design
  • Workflow & process redesign
  • Digital and operational implementation
  • Experience Assessments

Managing Consulting

Within the CX industry companies often need an additional senior member within the team to guide, develop implement or even assess projects or programs.

Our consulting will help you meet the demands of the evolving customer demands, ensuring that you are faster and you provide solid effortless experiences that truly matter to your customers.

The CX Group has often played the role as an additional senior team member on an adhoc basis.

If you are needing to kick start your CX strategy or need help with journey mapping customer experiences, coach or mentor a growing team or even have someone run or assess your engagement program we will be able to provide that support.

Services included but not limited to:
  • Research and analytics
  • Touch point analysis
  • Customer Service Strategy alignment
  • Mentoring of a new team
  • Workflow assessment
  • HR Development plans and KPI design
  • Marketing Plan design
  • Sales to service culture program implementation
  • Customer-centric audits and transformation
  • Data Analytics design
  • Journey mapping

Operational Execution

The CX Group will take ‘your strategy from paper to reality’ into practical levels. We will work hand in hand with your front-line teams across channels to ensure consistency and alignment with the CX Strategy and the Brand Value Proposition. Building awareness, educating and designing tools that the operations team can use to support and ensure customer centricity is our key advantage. We will train, upskill, and coach, sustain and nurture the frontline teams to ensure key ROI targets are met and we move your business truly from bumper sticker to business discipline.

Services included but not limited to:
  • SteerCo establishment and management
  • Voice of customer and Employee (VoC VOE)
  • Mystery Shopping
  • Customer satisfaction (CSAT)
  • Customer experience management (CEM)
  • NPS
  • Customer effort
  • Closed loop feedback
  • Experience Evaluations
  • Workshops
  • Roadshows
  • Talks
  • Change management programs

Employee Happiness

Culture significantly influences outcomes, overshadowing strategy. At the CX Group, we emphasize internal culture’s pivotal role in customer experience strategy success. Our approach involves fostering a customer-centric ethos throughout the organization. We assist in clarifying value propositions, establishing coherent values supporting the CX Strategy, and comprehending employees’ journey and pain points. We prioritize energizing the business to appreciate employees’ contributions and implement effective change programs for sustainability. In the information age, accommodating diverse generational leadership and values is crucial. We tailor solutions from recruitment to retention, facilitating effective collaboration and employee engagement across generations.

Services included but not limited to:
  • HR Development plans and KPI design
  • Employee engagement Programs
  • Gamification
  • Loyalty programs
  • Wellness and Happiness
  • The personalized employee program
  • Induction and development training
  • Leadership education and training programs
  • Coaching of supervisors, managers and executives

Yugesh

Yugeshree Frylinck is the owner and founder of The CX Group. The CX Group is a consulting, advisory and training company. Established in 2017 the business has had an opportunity to work with some powerful brands such as in the Insurance, Banking, Retail, Hospitality, Automotive, Telco and Recruitment industries.  The key to the business success is its solid in-depth understanding of the CX world and the ability to take this understanding and shape it into solutions for the corporate world. 

Yugesh, has a 20-year obsession with Customer Experience and is recognized as one of top CX experts in South Africa. She has worked in the corporate world within Financial Services, Insurance, Telecommunications, IT, Retail, and the Media and Entertainment industries. Her experience spans the B2B, B2C and B2B2C models. Prior to founding The CX Group, played roles such as Chief Customer Experience Officer and the Group Customer Experience Executive in the corporate world.

From tackling personal decisions to reaching important milestones, her job is to guide you on the path to customer success. She is fuelled by her commitment to excellence and goes the extra mile to ensure clients are fully satisfied with our work.   

 

The CX Group has been involved in projects such as sales strategy development, designing the sales experience, product design, customer experience strategy development, contact centre enhancements, CX training, employee and customer journey mapping, VOC program implementation and service design initiatives.  

Her passion is customer experience. Her influencers are Gary Vaynerchuk, Guy Kawasaki and Raymond Ackerman.