You are here: Speakers / Yugesh Frylinck | South Africa
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.
As organisations we need to:
Organisational evolution and innovation at the right speed is critical. Business basics need to change. This stream will explore the following:
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 Ford SA, Standard Bank, Old Mutual, ABSA, Arena Holdings, Edcon and pnet to mention a few. 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, plsyed 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.
Yugeshree will be speaking at:CEW JOHANNESBURG