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 is it 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
Partner & COO

Graham Ryan

Graham has been with CGA since 2009 and has been instrumental in delivering successful national and international projects.

Graham has been with CGA since 2009 and has been instrumental in delivering successful national and international projects for many of our blue-chip clients in the rail, automotive, mobile network, financial services, professional services and public sectors. His landmark projects for CGA include Renault, Coca-Cola and ALJ.
Graham came to CGA after a long and illustrious career at top global brands including SG Johnson, Bosch Power tools and NXT Plc. Graham's ethos is to build immersive and high-quality relationships and he believes that deep partnerships, characterised by mutual respect and trust, deliver the best outcomes for clients and their customers. The work Graham does creates a customer experience roadmap that is both easy to relate to and practically deliver.

On a personal note ...

Graham is a keen fly-fisherman and a self-confessed tool nut who loves DIY projects around the house.

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.

Client Success Director

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.

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.

cga team

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 18 years, CGA has led the way in creating value through transforming customer journeys into compelling and commercial experiences.

Our journey with our clients

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Latest Insights

Insights
November 16, 2021

From mobility to mindset: how can businesses navigate a world that even AI can’t predict?

In our October Navigator Forum, we opened an area of conversation that will continue to run for the coming months. On the face of it, our discussion was about the…
ICS AwardsNews & Events
October 21, 2021

Congratulations TfL on a great win at the ICS Award 2021

‘Huge congratulations to Siobhan Jared, Tom Atkinson and the Customer Experience team at TfL property for their success in winning the UK Customer Satisfaction Strategy Award at yesterday's Institute of…
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October 7, 2021

Back to the future: human interaction is here to stay

In 2021, CGA celebrates the milestone of being 20 years old and the world has changed exponentially in that time. Some changes have been good, some dramatic, and some challenging,…

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