Yugeshree Frylinck | South Africa

Yugeshree Frylinck | South Africa

Title: Technology Stream Chair

Company: The CX Group

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Technology Stream Overview

One of the most significant shifts in human behaviour is also one of the most recent, our collective evolution to a global species of Phono Sapiens. Anything that can be done on a mobile device usually is. This rapid adoption of new technology has profound implications for customer experience, particularly around what customers think of as a good CX. 

Companies don’t just compete on pricing and product, in our hyper personalized mobile-first world, CX is the main battleground for the hearts, mind, and wallets of the Phono Sapiens consumer. This stream will empower delegates to leverage the right tech to provide the best CX possible today for customers and employees alike. Expect rich interactive sessions packed with essential takeaways to future proof your business.

About the Speaker

Yugeshree 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. Yugeshree 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: