Team

Meet Your New Partners in CX

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

Yugesh Frylink

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.

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.

Willem Kgapho

 

Known for his strategic planning abilities, Willem excels in market research and content creation, driving brand development initiatives forward. He specializes in SEO and email marketing, employing data-driven strategies to optimize digital presence and engagement. With a keen eye for detail and a passion for delivering exceptional customer experiences, Willem is dedicated to driving success for both clients and organisations.

Willem Kgapho is a Customer Experience Analyst at The CX Group, leveraging his expertise to enhance customer satisfaction and loyalty. Holding a BBA from MIU, Willem has a strong foundation in business administration. With prior experience in the insurance industry and as a sales and customer service specialist, he brings a wealth of knowledge in client relations and problem-solving.

 

Pragasen Maistry

Pragasen’s experience is focused on the Hospitality, Telecoms, Technology sectors and his skills and focus is primarily geared toward creating a persistent focus on the customer in the actions the company takes, driving the organization to work together for optimum customer experience delivery, and supporting leaders in their role as cultural leaders in the transformation journey. 

Pragasen is a customer experience (CX) professional who offers a passion for CX, business experience (BX), transformation, and user experience (UX). Someone who thrives on delivering CX strategy, effecting change, engaging and developing people, continuously improving technology and operations, and soliciting and providing insightful data to stakeholders.

 

Yasmin van den Hoven

As an innovative thinker, Yasmin is passionate about developing new approaches to business and finding creative solutions to complex problems. She has an innate ability to identify opportunities for growth and optimisation and thrives on the challenge of turning those ideas into reality.

One of Yasmin’s strengths is her ability to build high-performance teams. She understands that success is not achieved in isolation, and she is committed to creating an environment that fosters collaboration, equal opportunities, transparency, and a shared sense of purpose. By engaging stakeholders and empowering team members to contribute their unique perspectives and expertise, Yasmin achieves exceptional results and drives meaningful change within organisations.

Whether she is developing new customer engagement strategies, optimising operational processes, or leading a team through a period of transformational change, Yasmin is always focused on delivering results that make a real difference.

Yasmin is a certified customer experience professional (CCXP) with the Customer Experience Professional’s Association (CXPA).

 

Yasmin is an accomplished professional with a proven track record of success in customer relationship management (CRM) customer experience management (CEM), process design and voice of the customer implementation. She has a deep understanding of the unique challenges and opportunities that face retailers in today’s rapidly evolving marketplace, through her extensive experience in the industry across multiple disciplines.

Joseph Mokonyama

As an innovative thinker, Joseph is enthusiastic about developing innovative approaches to business and finding creative solutions to complex problems. Known for his strategic planning abilities, Joseph excels in market research and content creation, driving brand development initiatives forward. He has a deep understanding of consumer behaviour, market trends, and effective strategies to drive success.

One of Joseph’s strengths is his creativity and ability to perform in high-performance teams. He understands that success is not achieved in isolation but through collaboration and he is committed to creating an environment that fosters collaboration, equal opportunities, transparency, and a shared sense of purpose.

 

Joseph Mokonyama is a Customer Experience Analyst at The CX Group, leveraging his expertise to enhance customer satisfaction. He understands the unique challenges and opportunities that face retailers in today’s rapidly evolving marketplace, he has a solid foundation in marketing management and business administration, with prior experience in the technology industry. He brings a wealth of knowledge in client relations and problem-solving.

 

Johan Kruger

Johan spends the next 11 years of his life in service of Consulta as strategic consultant for many South African corporate institutions such as banks, insurance companies and medical schemes.  During this time he also got involved in a variety of projects for the World Bank where he had the opportunity to implement models of Client Centricity at a variety of companies across the globe.

Despite the mark, he made in the world of customer experience management he is constantly roped back to his biggest passion, inspiration and vision…. EDUCATION.

In 2021 he bids the corporate world farewell and started a full-time focus on the implementation of his “Schools of Excellence” model in schools around the country.

This is where Johan’s 11 years of service on the School Governing Bodies (8 years as chairman) of both the primary and secondary schools his children attended, gained further significance.

Johan is married to his high school love, Charmain, who is a teacher herself. They have 3 children in their early 20s and together they live their love for travel, camping and nature.

Johan is a born and bred Pretorian.  Both major universities (University of Pretoria and UNISA) provided the academic foundation in Psychology, but it was in the University of Life where theory was transformed into reality. After running his own Industrial Psychology consultancy for 11 years, Johan is approached to join forces with one of the commercial entities at the University of Pretoria.