CASE STUDY: Best in class customer experience
& seamless integration of hardware,
software & 'humanware'
Redefine your business
strategy through your
Voice of customer (VOC) and
voice of employee (VOE) programmes
keep you connected with
the people who matter most
promises to ensure
a world-class rail
CASE STUDY: Creation of the
to measure and improve
passengers' rail journeys
In a rapidly-changing, multi-channel,
24/7 and digital world, we put your
customer at the heart of everything
Recognising the pivotal emotional
moments of a relationship is the
heart of great CX design
Your future customers are
today's toddlers and teenagers.
Knowing what they value most
Your employees will deliver
your customers' experiences,
getting them passionate about
what you do has never been
Innovation and globalisation
have given customers
more choice than ever.
Make this work for you
Digital technology is disrupting
everything. Don't fight it -
embrace it as part of your
21st century CX proposition
Closing the gap between customer expectation and their actual experience
Hello…..we are CGA.
Internationally recognised as a leading, innovative customer experience consultancy, creating value through Insight and Transformational Customer Journey Management.
years pioneering customer experience management
countries where we have conducted experience management programmes
measurement and transformation programmes
what sets us apart?
Let us listen to the voice of your customer and your people, engage in their stories and help close the gap between expectations and real life experience.
Are you listening to your customer heartbeat?
Heartbeat® is CGA’s proprietary journey mapping solution that brings the customer to life helping show immediate pain points in real-time and identifying where future intervention will offer greatest value. Heartbeat® is simple, highly visual and pragmatic – and it delivers.
Where would you like to start your journey with us?
Do you want to create customer centricity?
We specialise in business strategy through the customer’s eyes, redefining and future proofing brand propositions based on changing market needs
Do you want the ability to respond in real time to your customers’ needs?
Our innovative and effective Voice Of Customer (VOC) and Voice of Employee (VOE) programmes are real time measurement tools that allow the business to track the ongoing effectiveness of customer experience programmes.