CGA is dedicated to putting the customer into the heart of business propositions. Our approach is to unite brand, customer and organisation experience into integrated multi-channel customer propositions that add customer value.

Through this perspective we help organisations define, enhance and deliver their brand promise, commercially and consistently, across all aspects of the business, and help them create differentiated and sustainable commercial propositions.



Our underpinning belief is that delivering great customer experience is one of the last, true sources of competitive advantage. We believe that sustainable customer relationships in a multi-channel environment are increasingly driven by an ability to harness the emotional trust of customers, alongside the functional requirements of a product or service.

However, engaging customers emotionally is very challenging for business and CGA offer a number of proven methodologies and techniques for understanding customer need, defining the strategic blueprint, and re-shaping organisational culture to deliver the brand promise across all customer touch points. These are skills and techniques pioneered in the retail market place, and enhanced over many years in numerous other industry sectors.

Consequently, we have great confidence in our ability to add value to client challenges in other highly competitive commercial environments.

These are innovative, proprietary methodologies for understanding, measuring and visualising customer experience. CGA use these tools with clients to create genuine insight about how to engage customers through addressing emotional and functional needs.

CGA then works with clients to move from customer insight, through strategy, and into operational implementation, utilising CGA’s proven retail and FMCG expertise. By combining customer engagement within a selling environment, clients are able to strengthen their brand’s loyalty and increase the value of their customer relationships.

Find out more:
Customer Heartbeat, Strategic Roadmapping
Case studies: Clear Channel, Inchcape, Marks and Spencer, Patientline
Client Testimonials: British Waterways, Rio Tinto Diamonds, QVC, Patientline, Ticketmaster