Yugesh Frylinck | South Africa

Yugesh Frylinck | South Africa

Title: Technology Stream Chair

Company: The CX Group

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Technology and the rise of AI


Leveraging Tech to Put Customers First

We have spent the last couple of decades putting technology in place to distance ourselves from our customers by, encouraging “self-service” efforts and educating customers on how to engage with us. We also used technology to reduce the cost to service and try to ensure “cookie cutter” experiences. We had a “CRM” solution in place that lead us to believe that the customer is take care of. 


We need to use technology today and for the next couple of decades to bring our customers closer to us than ever. We need personalised relationships with customers that make us as matter to them. 


  • Insurance companies are becoming health advisors
  • Health companies are becoming gyms
  • Cellular companies are becoming Media businesses
  • Furniture companies are evolving to include technology and art
  • Data is becoming security systems
  • Pet food companies are evolving to include medical advice and jewellery and art.

As organisations we need to: 

  • Think, design and innovate using the “outside in” thinking
  • We need to have a far greater understanding of our consumers, not limited to our service or product only, we need to be “human centric”
  • Technology has allowed customers to engage quicker, smarter and effectively. We need to move quickly and dynamically. Be able to peel away the layers of interaction, understand how your segments behave, what they need and how they want to connect. 

Organisational evolution and innovation at the right speed is critical.  Business basics need to change.  This stream will explore the following: 

  • Is technology the answer? Will it replace people? 
  • What exits out there to support the experience economy?
  • Can technology help drive the customer experience strategy?
  • Can technology support the organisation through its transformation to sustainability?
  • Can technology help with defining the CX Roadmap? 
  • Who is using technology to enable the experience economy? 
  • What’s been the results.

About the Speaker

Yugesh is the founder and CEO of The CX Group, which is a consulting and training business that helps you enhance or design your customers experience in your business. Yugesh has worked with companies to close the gap between their CVP and their customer expectation as well as worked across the organisation to align the essence of their customer strategy and promise. 

Yugeshrees experience extends over 20 years in financial services, insurance, telcos, pay TV, IT, retail and media and entertainment industries across B2B, B2C and B2B2C models. As a professional Business Consultant and Trainer, she is committed to providing the necessary guidance you need in order to act from making strategic decisions to understanding what your logical next steps are. Ultimately this all translates into increased revenue for your business. With Yugeshree help, you will transform your plans into operational reality. If it’s taking you through designing, implementing and/or enhancing a business entity or channel interactions. Yugeshree will work with you and your teams to:

  • Conduct assessment and audits of the current “as-is”,
  • Create practical initiatives which address issues of internal misalignment.
  • Translate the strategy from the boardroom to the coal face
  • Promote a culture of customer centricity,
  • Engage and communicate strategies to ensure team alignment, customer and business insights development, customer journey design, experience measurements (VOC, VOE, VOB) and ROI calculations.

I aim to leave you with a sustainable operating model to help you engage with cross functional processes ownership and business frameworks to ensure continuous support of all CX initiatives.


LinkedIn: https://www.linkedin.com/in/yugeshree-frylinck-cxpa-

Yugeshree will be speaking at: