About Us

We exist to help you create & implement your meaningful, successful CX stories

Here at The CX Group, we redefine customer experience through our commitment to core values. At our core, we embrace Family as a value, anchoring our dedication to forging enduring connections with our clients.

Guided by Self-Enhancement, we empower our team for continuous growth, recognising that achievement and power arise from ongoing improvement. Grounded in Openness to Change, our commitment lies in providing a customer experience founded on independence and freedom of choice, adapting to the dynamic business landscape.

In the spirit of Conservation, we honour tradition, conformity, and security, ensuring a stable environment for our clients while embracing necessary changes. Through Self-Transcendence, we prioritise others’ interests over our own, fostering empathy and understanding in every interaction.

At The CX Group, we weave these values into the fabric of exceptional customer experiences. Join us on a journey where Family is not just a word but a promise to cultivate relationships that withstand the test of time.

We provide a practical approach with brands and people to ensure they become a mature CX destination that transforms its organizational decision making to become customer and employee centric.

The CX Group will assist you with staying future fit by embracing the human and digital disruption. Our ability to cut through the noise and quickly identify your opportunities and consequences of inaction in a highly competitive and demanding market will keep you relevant.

We will help you build and implement your customer experience strategy and ensure that operational, service, sales, HR and marketing functions are aligned to the common CX vision.

Wolves hold a profound significance beyond their inherent coolness. Embedded in our stories and myths, they symbolise courage, guardianship, and freedom. Yet, it's their teamwork and adaptability that truly stand out.

Watching a wolf pack in action resembles a harmonious orchestra, each member contributing to the collective success. Their strategic approach involves careful planning and calculated execution, demonstrating intelligence and resilience. Moreover, their adaptability allows them to thrive in various environments and situations.

Loyalty binds the pack together, emphasising mutual support and camaraderie. Just as Rudyard Kipling proclaimed, the strength of the pack lies in unity, adaptability, and solidarity - a sentiment we resonate with deeply.

Revolutionize business outcomes that matter to customers, through a transformation of your people, ways of working, financial outcomes & customer behavior.

Consulting companies offer a wide range of services, depending on their specialization. Some common consulting areas include management consulting, IT consulting, financial consulting, marketing consulting, human resources consulting, and strategy consulting, among others.

The strength of a consulting company lies in the expertise of its consultants. These professionals are typically highly qualified and experienced individuals with in-depth knowledge of their respective fields. They may have backgrounds in business, finance, technology, marketing, law, or other industries.

Success Stories

Bringing visions to reality

Our approach

Empower & Enable to drive strategic CX

1.

Initial Client Engagement

2.

Understand the Current Experience & potential ROI from EX & CX

3.

Understanding the Customer Experience Management (CXM) Framework

4.

Co-create the strategy, Ideal Experience

5.

Implement & Operationalise CX and CXM

1.

Initial Client Engagement

2.

Understand the Current Experience & potential ROI from EX & CX

3.

Understanding the Customer Experience Management (CXM) Framework

4.

Co-create the strategy, Ideal Experience

5.

Implement & Operationalise CX and CXM

Meet Your New Partner in CX

Co-Creation is our speciality as we build YOUR project for YOUR company.

Roger Craig

CEO

Yugeshree Frylinck

Founder & CEO

Allan Cooper

CTO

Roger Craig

CEO

 

 

 

Yugeshree Frylinck
Founder & CEO

Allan Cooper

CTO

Have a project in mind?

Do not hesitate to say

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.