Testimonials

 Conference feedback

I have had the privilege of working with Maggie and the Focus Group over the past 7 years as a speaker, delegate and industry specialist. The CEW conference (now presented on three continents) is an accolade to Maggie’s incredible connections, pulse on the rapidly evolving customer space and a dedicated passion to link, share and inform. Few conferences are organised as professionally, with as much attention to detail and personalisation as those directed by Maggie and her team.
Craig Lee
Emirates Group
Thank you again for an amazing Customer Experience. It was my first Customer Experience Conference and clearly the speakers are all extremely sophisticated, knowledgeable and the technology available are impressive. Thank you again for an awesome two day intervention and also the refreshments were just too delicious for words. Very well planned and organised.
Ricky Harris, CEO
CICMA Global
Thank you again for an amazing Customer Experience.
The Key word was Empathy – Customers looking for the personal touch as well as internet friendly information at their fingertips. I personally think applications should be available to be utilised on various devises and as a general / standard tool to be used to speed up the process for information or enquiries on various matters. But also think that we sometimes still need that personal touch as each and every situation is unique and if we have specific needs and enquiries or problems / challenges to be solved that we have that personal touch available as well.
The personal touch is so important as we do have unique cases and needs. We want our personal needs to be heard and to be able to communicate with a human that can identify the human emotion and show that they do indeed have Empathy for our unique situation.

It was my first Customer Experience Conference and clearly the speakers are all extremely sophisticated, knowledgeable and the technology available are impressive and I wonder if the technology, systems from these organisations such as inQuba, Oracle, Genex and Genesys do cater for the likes of smaller organisations or if it is not just there for the bigger players such as the communications, hospitality, banking and other big organisations out there. What can be done to improve technology for the smaller person at a competitive fee.

I was inspired by the fact that both old and young can find a place in an ever fast growing economy and with all the latest technology and methodologies we can stay abreast and improve to make Customer Care an effortless and painless experience for all. No matter how big or small, old or young. The basics of humanity must not be forgotten.

Thank you again for an awesome two day intervention and also the refreshments were just too delicious for words. Very well planned and organised.

Ricky Harris, CEO, CICMA Global


The Conference was great! lots of insights on customer experience management and made some valuable contacts as well!

Solly Mbindela, Senior Manager: Client Services – Public Sector, MTN


I found the event of value and the presentations were of high quality

Judith Spencer, Head of Corporate Marketing, Syspro


I truly found the event of great value. 
I was totally inspired by the work that you do and the impact that TFG Ltd is having on SA business. I got to engage with like minded thought leaders and share the platform with experienced and passionate customer experience advocates. It could not have gotten better than that. Please continue with the awesome work that you are doing.

Vanessa Chetty, Executive : Collections, JDG Financial Services – A Division of JD Group


Thank you again for the lovely conference, we look forward to putting all the ideas into action.

Laurine Sellmann, Customer Experience Manager, ECN (Electronic Communications Network)

 Workshops feedback

My role in Customer Experience is very new to both me and my organization and what I learnt at the workshop is extremely beneficial and useful, especially the emphasis placed on getting a Successful Customer Outcome. The techniques that I learnt has not only taught me how to identify impacts and causes of failure but also, how to prioritize incidences in my processes that needs to be either drastically improved or immediately removed. Taking the emotion and articulating it into a process, very skilful technique.
This workshop has challenged the way I think, and taught me to think innovatively, essentially to reframe my boundaries, and I think that’s important to stay ahead of the game.
The level of after sales support (if I can call it that) has been phenomenal! I appreciate the effort and time that Charles took to ensure that I understand the concepts and techniques that he taught, he has really exceeded my expectations!
Cindy Nankoo, Customer Experience Analyst, Standard Bank
We all thoroughly enjoyed the course, our brains were expanded somewhat! We certainly learned some great tools & techniques to use and gained inspiration to review our processes for the good of the customer. I know Anna found great value from a Marketing perspective as well, Charles has a wonderful breadth & depth of knowledge. A fantastic couple of days.
Marina Barker, Head of Customer Relations, Baxi
I just wanted to say thank you again for delivering a brilliant course this week. I really enjoyed it. It was great to be a in room with like-minded people and as you quite rightly say, Charles’s enthusiasm for the subject definitely rubbed off on all of us. I have returned to my desk feeling inspired, excited, confident and most importantly I now have some techniques I can put into place immediately.
Naomi Lawrence, Customer Experience Manager, Met Office
I attended the workshop in June, which was extremely interesting and beneficial as the workshop focuses primarily on Customer Experience Management.  This helps us identify the “Moment of Truths, break points and decision rule” regarding Customer Journey Mapping. As we all know, that Customer Service and Experience is key in our nature of business, this workshop will certainly add value on how to implement and manage our system, processes and people, therefore providing great customer experience to our customers.
The workshop was very beneficial for me as Charles even highlighted the most important steps for Customer Experience Management which I'm in the process of implementing. In addition to that, we even came up with a strategy of how enhance and make our customer experience much better and also ensure that the organization has profit gain. It was a fantastic workshop and I will be attending again.
Xolani Ngidi, MCoE Analyst Officer, Eskom
I enjoyed the session and the take away’s for me were centred around the sheer volume of knowledge Charles has about the Customer Experience sector. I learned a lot about other organisations and what they are doing well, not so well.
I also enjoyed the freedom to ask anything, and to hear from some of the other delegates what they are focusing on. Charles is engaging, enthusiastic and extremely passionate about making a difference in our sector of Customer Experience - please thank him again for me.
Karen Chalmers/Head of Customer and Advisor Experience, Sky UK
These were two of the best training days I have ever been to….we were allowed to challenge, question, deep dive and also to make the understanding and take outs relevant to our businesses. I am definitely armed to be able to use the learning in my organisation.
Jan Richards, Dublin Airport
It was very engaging, motivating, full speed training. To be honest much better than expected! Charles was great, we managed to prolong the discussions till the late evening and end up with a full understanding & knowledge of the topics.
I can surely recommend it to everyone that is new in the CX topics and to those that would like to bring the CX to the next level. Very well invested time & money.
Rosica Scheid, Senior Manager CX Design, Deutsche Telekom AG
Fantastic workshop. Inspiring speaker with great insight as to how customer experience management should be delivered within a corporate. We have worked with Charles on multiple occasions as part of our programme to create the leading customer focussed organisation in our market. Charles’s work was a fundamental part in helping us to think differently and to deliver a fundamental part of our vision.
Bronwynn Tippett, Internal & External Brand Avocate & Evangelist, Tracker
The workshop was very beneficial for me as Charles even highlighted the most important steps for Customer Experience Management which I'm in the process of implementing. In addition to that, we even came up with a strategy of how enhance and make our customer experience much better and also ensure that the organization has profit gain. It was a fantastic workshop and I will be attending again.
Xolani Ngidi, MCoE Analyst Officer Eskom, Johannesburg