Bain & Co
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.
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.
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.
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.
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.
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.
TALKING CX: 
TALKING CX: 
Putting Customers First: How to Meet the FCA’s Consumer Duty with Confidence
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