The CX Group

19/10/2022

All girls 15-16 years of age in Singapore, representing SA Spring Bots team.
It was and honor for Yugesh Frylinck to meet these young ladies who are making massive waves In Singapore and flying the South African flag high.

Read more about what impact they are making here https://www.goodthingsguy.com/business/spring-bots-world-robotic-olympics/

ITWeb springbot

08/08/2022

What the SMELL makes sense

Your question might be. “How do we smell our company experience?
Sound and scent and how they seem to be different senses, the two work hand-in-hand, including their arousal qualities. What you hear and what you smell are aligned.
If you smell the fresh ground coffee, you want coffee. Freshly baked bread is another smell that usually makes people want to buy something once they encounter it.
The science of sounds and smells and their influence on customer behaviour is fascinating.
Determining the types of music that your customers are likely to fancy and how energizing or relaxing you want it seems reasonable.
The brand’s persona and what the objectives are for the space you are designing for is a vital first step. Once you understand these goals, then you can move forward with the sound design aspects.

When last have you listen to your brands IVR hold music?

04/08/2022

The euphonious tones of your CX Design: THE CRUCIAL MISSING ASPECT

Businesses often underestimate the importance of the areas of sound and smell in their Customer Experience. These two areas are crucial to get right—or you risk ending your Customer Experience on a sour note.

To design a better moment in sound, think of your brand as a person. Start by answering the following questions:
What would the brand persona’s personality be?
How would it interact with people?
How do you want people to feel once they reflect upon their conversation with the brand persona?
Once you have determined your responses to these critical questions, you can design a sound experience that reflects these answers. 

Understanding your customer needs and truly putting yourself in your customer shoes will identify the true moments of truth as well as design the experiences that will not fail.
We sometimes design inside out which results in critical failures across the customer journey.
Design for success not Failures
Start thinking outside in.



Read the full article here https://beyondphilosophy.com/sound-and-smell-the-crucial-missing-aspect-in-your-cx-design-2/

01/08/2022

Voice of the Customers systems:

Development global CX officers powered by a strong technical team that is aligned to CX.
Offers a self service functionality that allows for flexibility and on demand requirements that corporate has to deal with in this day and age, considering the variety changing needs of customers.
Through this we are able too support a variety of customers with varying budgets for the VOC program
They are a global based company that supported but The CX Group locally and attractive page age shave been pr negotiated for our local client base.
The implementation of the solution can be a hybrid implementation base on customer needs - That is on premisses / cloud or both

08/06/2022

The CX Group wants to give a big congratulations to Fikile Mbhokota, as Satrix's permanent CEO.
We wish you success on this incredible journey ahead of you.

Fikile Mbhokota is only the second permanent CEO in the history of Satrix.

06/04/2022

The evasive nature of VALUE.

VALUE is a word often used by everyone. However… Do we really understand what it means?
When you sincerely explore the concept you will discover it is actually something quite noble and quite evasive when you want to pin it down in a single definition or a few synonyms…

Some of the themes Johan Kruger will touch on his talk on Wednesday 6th April at our NPS 3.0 event launch at 6:30pm
Born Out Of Africa

- VALUE is not a business objective but a result of your objectives
- VALUE is applicable to all levels of society… Story of the Philippines.
- Creating VALUE is not coincidental but can be purpose driven and be designed and engineered.

ULTIMATELY Johan Kruger wants to link the above to EGR with VALUE at its core…

We are entering an era where ROBUST SCIENCE will increasingly erode OPINION in the world of Customer Experience.

Register for the event here: https://lnkd.in/dAJfuH6t

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06/04/2022

Culture eats Strategy for Breakfast - Peter Drucker.

Shoana Padayachee does not think Peter Drucker implied that Strategy was unimportant; She thinks he was drawing our attention to the mutual interdependence that Culture and Strategy have on each other.

Join Shoana Padayachee tonight at our NPS 3.0 Launch as she unpacks why culture is important to strategy and how they impact each other.

The way Shoana Padayachee has always interpreted the phrase was to address the neglect on culture… the call on EXCO’s and Boards to do all the smooth talking with the help of wordsmiths and then think the job is done, where in actual fact it is the place where the real work starts!

Have been following the trends on Culture very closely…

The key to CULTURE is instilling the right HABITS…

We all have been confronted with the HOW question on CULTURE!

Let’s channel more of our reading towards HABITS and the link CULTURE.

05/04/2022

Bringing the Born out of Africa Series: NPS 3.0 event launch!

Join us to learn about

The newly released NPS 3.0
Enabling your customer experience management business unit to deliver a 360 solution with clear returns

Miles Kubheka : The important of customer experience whilst building my business

Keynote speaker will be:
Miles Kubheka

The lineup of speakers:
Carlos De Lima
Yugesh Frylinck
Johan Kruger
Shoana Padayachee
Gary Cook

Please register your attendance here as space is limited to the 1st 100
https://woohoo.crockettproduced.com/cxgroup/

05/11/2020

Today, Yugesh Frylinck joined Eldon Phukuile to guest speak for The CX Group at Vega School of Brand. The topic was "Innovation in the real world". Enjoy the recording...

Yugesh Frylinck joins Eldon Phukuile on a guest lecture at Vega School of Brand & Marketing. The topic: "Innovation in the real world" where she speaks about...

30/10/2020

Today's quick survey shows that CXers are keen to meet up in person. Based on this, The CX Group, as CXPA Joburg chapter lead, is planning something.... We'll send an invite soon...

28/10/2020

The challenges we face today demand big thinkers. How are people challenging themselves and reinventing their careers and lives to create the future they want? What can we as leaders do to promote change and engage our communities to find fulfilment and happiness?

Check out Why I Joined a Startup after 22 years at

The challenges we face today demand big thinkers. How are people challenging themselves and reinventing their careers and lives to create the […]

23/10/2020

Spent some time today driving Change Management with our partners and clients.
These were the benefits that we designed into the solution - helping the client with important culture change to become more customer-centric.