Developing a
world-class
brand experience

CASE STUDY: Best in class customer experience
& seamless integration of hardware,
software & 'humanware'

 

Putting
customer
centricity at
the core

Redefine your business
strategy through your
customers' eyes

 

Responding in
real time
to stakeholder
needs

Voice of customer (VOC) and
voice of employee (VOE) programmes
keep you connected with
the people who matter most

 

Five customer
promises to ensure
a world-class rail
experience

CASE STUDY: Creation of the
Wavelength Programme
to measure and improve
passengers' rail journeys

 

Transforming
Customer
Experience

In a rapidly-changing, multi-channel,
24/7 and digital world, we put your
customer at the heart of everything
you do

 

Discovering
customers'
Moments
of Truth

Recognising the pivotal emotional
moments of a relationship is the
heart of great CX design

 

Connect to
tomorrow's
customers

Your future customers are
today's toddlers and teenagers.
Knowing what they value most
is critical

 

Delivering
employee
advocacy

Your employees will deliver
your customers' experiences,
getting them passionate about
what you do has never been
more important

 

Driving
customer
loyalty

Innovation and globalisation
have given customers
more choice than ever.
Make this work for you

 

Navigating
digital
disruption

Digital technology is disrupting
everything. Don't fight it -
embrace it as part of your
21st century CX proposition

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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.

18
years pioneering customer experience management
42
countries where we have conducted experience management programmes
Hyundai Motorstudio
250
measurement and transformation programmes
Find out more about us

Heartbeat® technology:
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.

Learn more

Where would you like to start your journey with us?

create customer centricity icon

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

Find out more
measurement icon

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.

Find out more

Latest Insights

CX_Trends
21st June 2019 in News & Insights

Top Customer Experience Trends That Will Emerge in the Next 5 Years

To succeed, companies must ensure that customer experience (CX) is at the heart of their decision-making. CX is the barometer by which companies are gauged and is the reason why, in…
Read More

Let us help your customer experience

C: +44 (0)1483 209 586
E: info@cgaexperience.com

Get in touch