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 & CCO

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.

CDO

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 Manager

Martina Hanvey

Martina manages the smooth operation and co-ordination of all CGA operations as well as taking on survey analysis including 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, RDG, ADNOC and Michelin and is accredited in using Qualtrics.

On a personal note...

Martina, loves to travel and enjoys the outdoors.

Martin
Development Lead

Martin Glen

Martin is a change, transformation and Contact centre specialist, with over 25 years experience in CX in both direct and out-sourced environments.

Martin is a change, transformation and Contact centre specialist, with over 25 years experience in CX in both direct and out-sourced environments. Have rich and varied background covering all key aspects of contact centre operations, with proven leadership capability in competitive and fast-paced organisations and markets.

He is a specialist in operations management, performance delivery and people leadership. Honed transformation skills, delivering volume change programs covering customer experience, continuous improvement, re-organisational and cultural change initiatives.

Shared service experience encompasses workforce management, resource planning, recruitment & resourcing strategy, quality assurance/audit and back office operations.

Martin has got strong communicator across all levels, is an excellent leader with a track record of delivering solutions to a wide range of operational challenges. With strong leadership qualities, he is positive, honest and act with integrity. Martin remains fully focused on customer delivery and get the best out of my teams to achieve this. He possess exceptional engagement skills with clients, partners and colleagues.

James
Client Success Director

James Young

James brings 20 years experience in providing leading insight and customer experience methodologies, technology, coaching and practical operational solutions to his clients. Bringing this together creates an essential catalyst to CX improvement and impact.

James brings 20 years experience in providing leading insight and customer experience methodologies, technology, coaching and practical operational solutions to his clients. Bringing this together creates an essential catalyst to CX improvement and impact.

James has advised on or led over 150 CX programmes primarily within Telco, Hi-Tech, Software, Automotive, Utilities, Oil and Gas and BPO. Recently Customer Experience Director at KPMG UK, Customer & Digital practice and KPMG Nunwood, James was responsible for growing Samsung into the practice’s largest account achieving 300% growth. As a consultant, he led the team that drove a step-change in NPS/CX improvement and with it helped realize millions in profitable revenue and at time of accelerated growth at the company.
In addition to Samsung, other landmark projects lead by James include Toyota, British Gas, Sutherland Global Services and Experian.

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.

Client Success Director

Kirsten Pattie

Kirsten has 20+ years of experience helping organisations better understand and build deeper, more enduring and valuable connections with their key audiences.

Kirsten has 20+ years of experience helping organisations as diverse as Barclays Wealth, BBC, Churchill, Digital UK, E.ON, Reckitt Benckiser, Waterstones, Virgin Media, Historic Royal Palaces and Department of Health better understand and build deeper, more enduring and valuable connections with their key audiences.
Having spent her early career gaining a solid foundation client side, in digital and customer marketing roles for large broadcasting and consumer service organisations, Kirsten then spent a decade honing her Customer Experience strategy, design and data and insight skills, working in senior strategy roles for Global Creative Agencies.

Kirsten moved back client side in 2016, as Head of Customer Engagement for Historic Royal Palaces (HRP), establishing and centralising customer marketing, customer service, insight and agile product development functions and, ultimately, was appointed as Programme Director to lead the organisation’s Customer Experience Transformation programme.

On a personal note …
Kirsten lives in Twickenham with her husband and two young sons and in her spare time she can be found on muddy walks, cycling and kayaking

Mikki
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.

Frank
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.

Felix
Consultant Germany

Felix Bennien

Felix has been working in international branding, customer experience (CX), and digital innovation for more than 25 years.

Felix has been working in international branding, customer experience (CX), and digital innovation for more than 25 years. During his career with global leaders in the field, including Henrion Ludlow Schmidt, Landor and Interbrand, he has worked across the automotive, aviation, energy, engineering, financial services, information technology, medical engineering, pharmaceuticals, and telecommunications sectors.Through an empathetic and analytical understanding of business ecosystems, Felix finds creative ways to deliver customer- and purpose-led transformation. He builds the business case for changes that will create value for businesses, their customers, and their employees.Felix combines rigorous analytical thinking with disruptive creative ideas to differentiate his clients from their competitors – creating and maintaining brands that transform business and help companies to succeed in an ever-changing, increasingly competitive market place.A recent addition to the CGA family, Felix was attracted to the agility, seniority, diversity, and expertise of the team.
Claire Parham
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

Mike Turner
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.

Consultant

Katie McConochie

Katie is a highly experienced senior leader, facilitator and coach in the field of Business Improvement & Change Management with a strong focus on putting the customer first.

Katie is a highly experienced senior leader, facilitator and coach in the field of Business Improvement & Change Management with a strong focus on putting the customer first.

She has led Customer Experience/Journey Mapping programmes which have enabled her to combine a passion for outside-in thinking, the people side of change and continuous improvement.

With 25 years learning the hard-way what works and what doesn’t, she has used her experience to focus on pragmatic ways of helping teams solve business problems that deliver a better customer and employee experience. And by doing that, there is a flow-through to improved bottom line results.

As a trainer and facilitator she has delivered engaging workshops across the globe and believes that improvement starts with empowering individuals to perform at their best.

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