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.

painpoints

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
renault

“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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tfl case study

“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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Coca Cola

“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.

Inside the Customer BoardroomInsights
April 12, 2021

Inside the Customer Boardroom

How can board members keep up to date with understanding and interpreting customer needs? Research by Bain & Co shows that while 80% of executives think they deliver a good customer experience…
Human ConnectionInsights
March 9, 2021

Are your customers missing the human connection

How calm technology is bringing the human experience to a digital world Is the technology you’re using improving or undermining your customer experience? The use of technology in the way…
Managing the “brand gap” in a Covid WorldInsights
February 19, 2021

Managing the “brand gap” in a Covid World

How do you deliver brand promises when Covid-19 has pushed customers further away? Covid-19 has meant a number of changes in our working lives, all in the name of social…
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