MEET THE CGA NAVIGATORS, OUR TEAM OF CX EXPERTS

Our team of “Navigators” is what makes CGA’s approach unique. We’re not like traditional consultants. We’re CX Experts who have all held business management positions and know what if feels like to deliver a customer change programme.

Each and every one of us is committed to the customer cause, focused on helping our clients deliver their customer experience management strategy. Our empathy is twofold. Crucially, it lies first with the customer – our expertise is to see everything through their eyes. Secondly, because we come from business and customer experience management backgrounds, we empathise with our clients and structure our guidance accordingly. Authentic, honest and refreshingly objective, we take the time to understand business priorities – listening and learning before recommending and acting. Meet the 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.

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.

Chairman

Andy Gannon

A consumate entrepreneur, mentor, communicator and leader, Andy enjoys a varied and fulfilling portfolio career that includes independent directorships of various organisations.

A consumate entrepreneur, mentor, communicator and leader, Andy enjoys a varied and fulfilling portfolio career that includes independent directorships of various organisations. He has managed a number of international businesses, predominantly in the IT sector both in his executive leadership roles and during a distinguished 19 year career with Hewlett Packard.

As a talented change manager and organisational designer, Andy has led several breakthrough projects leading to the repositioning of entire businesses, resulting in significant improvements in their growth and profitability. In addition to a highly hands-on role at CGA, Andy's current commitments include CEO of a publicly quoted internet services company and Trustee of the Talent Foundation.

On a personal note...

Andy is an MCC member and spends any spare time he can at the cricket ground.

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.

Programme Manager

Tracy Evans

Tracy is the heart of operational support at CGA, passionate about making sure that our customer experience is consistently excellent.

Tracy is the heart of operational support at CGA, passionate about making sure that our customer experience is consistently excellent and constantly striving to ensure our effective operation of client projects.

She has worked at executive level for over 20 years in a wide range of industries including chemicals, advertising, recruitment and IT.
At CGA, Tracy handles a varied portfolio of tasks including the management of client projects, event organisation and internal communications. Tracy has worked on some of CGA's most significant projects for companies including Lakeland, Samsung, Devro and many more.

On a personal note...

Tracy enjoys the outdoors and going on long walks with her two lovely dogs.

Operations Executive

Martina Hanvey

Martina supports the smooth operation of all CGA client projects as well as taking on voice of customer analysis including survey design, development and response analysis.

Martina supports the smooth operation of all CGA client projects as well as taking on voice of customer analysis including survey design, development and response analysis.

Immensely organised and helpful, Martina provides significant client confidence and project certainty, skills she developed when previously working for one of Germany's leading kitchen producers and for Walt Disney Florida. At CGA, Martina has worked on voice of customer programmes for Avios, Inchcape, The Telegraph, TfL, and Michelin and is accredited in using Qualtrics.

On a personal note...

Martina, loves to travel and enjoys the outdoors.

Director of Insight

Amanda Davis

Named as one of the top 10 female influencers in CX by Omato, Amanda has been part of the CGA team since 2004.

Named as one of the top 10 female influencers in CX by Omato, Amanda has been part of the CGA team since 2004. Amanda has worked on, or led, some of CGA's biggest and most successful projects including Renault, Hyundai and Samsung.

Hugely curious, and always asking questions, Amanda marries analysis and intuition to mount evidence-based challenges to the status quo.
Amanda has worked on an impressive array of blue-chip clients throughout her career, including Unilever, Nestle, PepsiCo and NTL.

On a personal note...

When not working Amanda is a foodie who loves cooking and entertaining as well as keeping fit.

Senior Consultant

Frank Owen

Frank is known as an experienced technology business leader and consultant.

Frank is known as an experienced technology business leader and consultant. He is a recognised advisor, non-executive director and trustee of service and manufacturing companies operating internationally.

Much of his advisory work is on developing a business' competency to deeply empathise and collaborate with customers and partners, enabling the company leadership to take advantage of new revenue models and create branded experiences. Frank has demonstrated success in executing complex sales, international technology partnerships and building global leadership teams in changing times. He is known for his ability to cut through complexity and distil and execute the essence of an idea or action.

On a personal note...

In his spare time, Frank enjoys walking or hiking.

Client Success Consultant

Mikki Hall

Mikki is an industry veteran with more than 20 years experience in marketing and customer experience.

Mikki is an industry veteran with more than 20 years experience in marketing and customer experience at a range of government, not-for-profit and private sector institutions. She has been part of the CGA team since 2014, having previously been a client. She has worked on the Northern Rail, WorldRemit, LAL and Inmarsat projects for CGA.

Prior to joining the CGA team, Mikki worked in the education, retail and lifestyle sectors. As a practitioner with cross-sector international experience, Mikki has first-hand knowledge of the impact of the digital disruption on businesses. She helps her clients understand the problems they face and develop the solutions that will bring their customers into the heart of the business.

On a personal note...

Mikki loves travel, gardening and her crazy labradoodle, Buddy.

Culture & Employee Development Lead

Mike Turner

Mike is a specialist ‘people’ consultant, who has provided company owners and directors clear guidance to improve the way they manage, motivate, retain and reward their people.

Mike is a specialist ‘people’ consultant, who for the last 15 years has provided company owners and directors clear guidance and a SIMPLE framework to refine and improve the way they manage, motivate, retain and reward their people.

At some point, whether now or in the future, a business needs expertise and support to create a successful ‘people framework’ to underpin customer-focused transformation and performance improvement. Mike has delivered successful growth outcomes for a wide range of clients across many sectors and regions, and is a recognised authority in supporting forward thinking companies to create an inspiring and productive work culture and environment.

Mike has a BA in Politics from Loughborough University, and a highly successful career in Sales Leadership before creating his own consulting company 15 years ago.

On a personal note...

Mike continues to be an ardent sportsman, coaching young rugby players and enjoying golf at an advanced level.

Insight Specialist

Kerryann Weeden

A professional researcher with over 20 years experience, Kerryann is an established member of the CGA team.

A professional researcher with over 20 years experience, Kerryann is an established member of the CGA team, who has made important contributions to the success of some of our major projects, including the General Medical Council and L3.

Kerryann’s background is in both quantitative and qualitative research methodologies, although she is especially passionate about quantitative research. She has undertaken research projects in a range of developed and developing economies, including the UK, US, sub-Saharan Africa, the Middle East and Asia.

During her career she has worked with global brands such as Nando’s, Coca-Cola, Scottish Executive, HJ Heinz and Standard Life. This range of experience enables her to deliver insightful and actionable results for clients, allowing them to make real and sustainable changes to how they do business.

On a personal note ...

Kerryann unwinds by getting creative around her home and garden. She loves gardening, interior design, up-cycling and baking.

claire
Insight Consultant & Moderator

Claire Parham

Claire Parham is an experienced strategist who brings expertise in global qualitative research to the CGA team.

Claire Parham is an experienced strategist who brings expertise in global qualitative research to the CGA team. Claire has over 16 years experience running qualitative research programmes in the UK and globally for brands across categories including telecoms and technology, finance, pharmaceuticals, beauty and FMCG.

She has extensive experience designing and leading multi-stage, multi-market research programmes. Experienced in a wide range of qualitative techniques including ethnography, focus groups and facilitating co-creation workshops, Claire enjoys working with clients and customers to design better brand and service experiences. In the course of her career, she has focused on multiple aspects of the brand experience from creative development at McCann Erickson, to NPD for clients including PepsiCo and Unilever, and experience design for brands including Sony, Lancome and Marks and Spencer.

On a personal note ...

Claire enjoys to travel

Finance Director

Gabby Bridges

Gabby qualified as an ACA with Price Waterhouse Coopers in London in 1995.

Gabby qualified as an ACA with Price Waterhouse Coopers in London in 1995.

She has worked internationally in project development across many sectors, including retail, energy, property and finance.
Gabby has over 25 years experience of finance and data analysis including using the outputs to inform business planning and strategy. She is naturally curious about interrogating data to uncover patterns, stories and insights.

Gabby has been with CGA since 2015, since when she has been an integral part of the team, providing key operational support, financial expertise and analysis, as well as ensuring compliance within all business operations.

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