Skip to main content

80

of CEOs believe they deliver superior customer experiences.

8

of their customers agree.

Bain & Co

Navigating your Customer Experience needs

CGA are a team of customer experience consultants. We help determine direction, we lend expertise and we guide. But it is crucial that it is your people who make and take your customer change journey. We don’t dictate and we don’t spoon feed!

We coach, partner, encourage and guide, to influence attitudes and behaviours, to win hearts and minds, and get everyone focused on creating the best customer experience your organisation can give.

With exhaustive knowledge, proven methodologies, creative implementation and a hands-on approach, our customer experience consultants can help you navigate the world of customer experience, enabling you to transform customer and employee behaviour into your most valuable assets.

Our team is our business, meet some of them here

View all our team
Chief Navigator, CEO & Founder

Chris Garthwaite

Chris is a widely recognised, leading pioneer of innovative customer experience solutions in an ever-changing market.

Chris is a widely recognised, leading pioneer of innovative customer experience solutions in an ever-changing market. Constantly championing the customer, he has delivered measurable and innovative transformation programmes for a range of global organisations across almost every sector.

His career spans over 30 years of senior and board level experience across a range of companies, including Allied Breweries, Woolworths, Kingfisher, Dorling Kindersley and Digitas. In each instance, Chris has sought to put the customer at the heart of the business through innovative proposition development. Chris's visionary approach helps organisations challenge their status quo and shape their future based on customer insight and a deeper understanding of the value of customer experience. Chris is a sought after conference speaker, thought leader and Board advisor.

On a personal note...

In his spare time, if not with his family, he is a passionate sailor, cyclist and lover of the outdoors.

Chief Delivery Officer

Carla Hall

Carla has spent her career delivering exceptional customer experience strategies.

Carla has spent her career delivering exceptional customer experience strategies. Prior to joining CGA in 2017, Carla held group level Marketing Director and Customer Experience Director roles at Severn Trent, and senior consulting roles at Vodafone, Aldermore Bank, Voice Norway and Cambridge International.

She has been instrumental in delivering major projects for CGA for clients including The Rail Delivery Group, Coca-Cola European Partners, The Telegraph and Mass Mutual. Carla helps her clients navigate large and complex challenges by ensuring projects have a clear set of deliverables, which add value for both the clients and their customers.

On a personal note...

Carla is kept busy with young twins but when she can loves, travelling, live music and festivals. She is also a keen follower of drag racing.

Data Analyst

Joe Eva

Joe's ability to listen to the customer voice in order to deliver insights that drive change throughout the customer experience, is second to none.

With a background in pharmaceutical research, Joe has a forensic eye for detail and is a named author on multiple scientific papers extracting and disseminating key learnings from complex data sets.

Joe’s specialist areas include data analysis, data management and data visualisation. Joe's ability to listen to the customer voice in order to deliver insights that drive change throughout the customer experience, is second to none.

As if that wasn't enough, alongside family life and playing for a local cricket club, Joe's spare time is currently spent completing a part-time PhD investigating how meteorological factors may have facilitated the arrival of insect species from continental Europe to the UK.

Find out how our Customer Experience Consultants can help you deliver your experience change programme

If you share our passion for the customer, why not join our Navigator Community

Our Navigator community offers a place for like-minded individuals to meet, virtually and physically to discuss the changing customer and employee agenda and what that means for all types of business.

Let us know if you would like to be part of the community.

Chris Garthwaite, CGA CEO recognised as top 20 CX influencer

CXM logo

The CEO of consultancy CGA Experience, Chris is a 35-year CX industry veteran. After a successful career driving Customer Experience transformation, including early-stage e-commerce launching Woolworths Direct and e-Kingfisher, he set up CGA in 2001. Over the past 21 years, CGA has led the way in creating value through transforming customer journeys into compelling and commercial experiences.

Our journey with our clients

Latest Insights

Insights
August 29, 2023

Why empathy requires listening on a meaningful level

Language, listening and cultural context: why words matter    Much of creating, understanding and improving customer experience, particularly at the point of research, is about listening. What's said, what's not…
Insights
August 29, 2023

How much customer research really gets used?

How much customer research really gets used?    At CGA one of the things we're really passionate about is tying customer insights to action. It's not enough to do research…
InsightsNews & Events
July 7, 2023

Strictly Empathy!

Is empathy the greatest disruptor for modern businesses?   In 2021, Rose Ayling-Ellis left Strictly Come Dancing viewers breathless when she danced to Symphony by Clean Bandit. A brief interlude…

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, The Granary, High
House Farm, Gomshall Lane,
Shere, GU5 9BU