Helping organisations around the world plot their path to customer centricity

No one delivers customer experience consultancy with the same level of clarity and authority as CGA. It is all we do and all we have ever done – uncovering insights, pioneering innovations and improving customers’ experiences across the world in almost every sector. Find out more about how we help organisations optimise customer experience, engage employees and drive up commercial value.

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20
Years experience
250
Successful programmes
15+
Sectors
42
Countries

CGA finds the right solutions for your business and customer transition programme. Find out about our range of solutions here

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A customer experience consultancy solving your customers' pain points.

Becoming customer-centric starts by getting to grips with your customers’ wants, needs, fears and expectations. CGA helps you really, truly understand your customers, the market position and competitive opportunity. We create actionable insights which we translate into an effective and achievable change plan that puts customer at the heart of your business, today, tomorrow and into the future. We ready your business strategically, physically and emotionally to optimise customer value and transform employee productivity.

Creating the change

We’ve witnessed first-hand the positive impact our programmes have had on our clients’ businesses, and it is as inspiring to us, as it is transformative for them. They reap the dividend of a business strategy seen through their customers’ eyes and employees engage with new energy, purpose and pride.

OUR CASE STUDIES

“Thanks to the Heartbeat® studies that we have launched in almost 30 countries, our customer satisfaction programme has been a huge success with full buy-in from the board. It was reliable, credible and easy to understand at all levels of the company. CGA are what we call ‘customer obsessed'.”

Chady SalamehGeneral Manager Sales & Marketing, Groupe Renault

What we did

CGA took the role of lead advisers on customer experience blueprinting, navigating Renault through a significant brand transformation programme. We used a range of tools and proprietary techniques to help Renault design Renault C@re 2.0, a group-wide programme to understand and address pain points in the experience and integrate consistent customer measures into the business.

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“CGA have been a fantastic partner, advocating a very seamless methodology to provide information on what our customers think. They have assisted us to understand a better way of approaching how we improve for our customers, something I cannot recommended them enough for.”

Siobhan JaredCustomer Performance Manager

What we did

TfL identified a need to become a far more customer-led business, with a commitment to making sure they understood customers’ changing needs and adapted their approach to deliver outstanding customer experience. TfL implemented CGA’s Heartbeat® Diagnosis to really help them understand their customers’ needs and expectations, which would be used to inform their Covid-19 recovery plan and their overall customer experience strategy.

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“CGA helped CCEP use the knowledge to identify relevant range, promotional materials, POS, display and equipment opportunities to benefit them, their convenience store partners and the end consumer.”

Coca Cola European PartnersCCEP

What we did

CCCEP were looking to understand the opportunity to increase market share in non-core products with these customers and therefore wanted to understand how to optimise their experience. They appointed CGA to carry out customer journey mapping, to help them understand pain points in the experience, perceptions of the relationship with CCEP, in particular with their sales representatives, and then to make recommendations about how to fill experience gaps and build value.

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Insights & updates

Customer Experience is our obsession, so we’re always thinking about “what’s next” in the Customer & Employee engagement space.

Insights
December 2, 2020

Digital Manufacturing Week 2020

CGA CEO, Chris Garthwaite recently delivered the keynote speech at the 2020 Digital Manufacturing Event Week. Chris opened by asking why it is that in 2019/20, 70% of all money spent…
Insights
November 19, 2020

TIME TO CHANGE PERSPECTIVE

Digital transformation through the customer lens   Why is it that in 2019/20, 70% of all money spent on digital transformation was wasted? In real terms, that means of the…
Moral LeadershipInsights
November 3, 2020

Moral Leadership

It is not the most intelligent or strongest that survives, but the one most able to adapt.   In these, the most difficult of times, how can an organisation and…
READ ALL OUR LATEST INSIGHTS AND UPDATES

We love talking all things customer and employee experience. If you’d like to understand how we can navigate your business through this world, get in touch.

Find us at CGA, Albury Hall,
The Street, Albury, Guildford,
Surrey, GU5 9AD, UK