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:
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:
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.
Yugeshree will be speaking at:CEW JOHANNESBURG