MEET THE TEAM

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.

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.

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.

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.

David Holmes is a senior business leader, executive coach and mentor with many years’ experience of advising and supporting Board Directors and executives across a wide range of international organisations and industry sectors with clients in Europe, USA, Middle and Far East.

David works with senior executives to help them achieve significant shifts in thinking, helping them enhance their strategic focus and create a clear vision for success. His pragmatic approach, gained in a successful corporate career spanning over 30 years, makes David ideally-placed to act as an advisor to Senior Executives not only in times of positive growth but also in times of a challenging business environment.

Prior to devoting his time to advising and supporting Senior Executives and Board Members, David had a very successful career in the media sector, holding key board positions in a number of large international corporations. Whist operating at CEO and Board level, his main leadership focus centered on strategy, organisational and business development, marketing, brand management and innovation.

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.

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.

With a background working with leading fashion retailers including Burberry, Roksanda, and Ralph and Russo, as well as work in law, property and the rail industries, Leila is highly skilled when it comes to making sure projects run smoothly.

Having turned her project management expertise to enhancing the customer experience, she's a valuable asset to CGA and to our clients, thanks to her eagle eye for organisation and quality.

Away from the office, Leila's a sports enthusiast, particularly when it comes to Formula 1 and gymnastics. Leila is also an impressive linguist with 4 languages under her belt.

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.

Mikki is a skilled client success consultant, who’s strategic marketing experience has seen her work across industries and organisations around the world, providing unique insights for her role as Client Success Director at CGA. 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.

As a successful C-level customer experience leader, her areas of focus are marketing, change management and stakeholder management. Crucially, she shares our passion for putting the customer at the heart of a business, emphasising that through actions and processes. It's this passion that she not only brings to our internal team at CGA, but to our clients as well.

Mikki was a Fellow of the Chartered Institute of Marketing (CIM), a Freeman of the City of London and Liveryman of the Worshipful Company of Marketers, and she has a variety of accolades to her name. Her experience has encompassed roles ranging from Global Marketing Director to Marketing and Business Transformation Director and Commercial Strategy (Marketing and Sales) Consultant.

Her knowledge of strategy and logistics, combined with a flair for style, have also led to a successful sideline in interior design in her home country of Croatia.

Quoting Steve Jobs, Debbie says "You can't connect the dots looking forward. You can only connect them looking backward. So you have to trust that the dots will somehow connect in the future."

For her, those dots have aligned, bringing together a career spanning a variety of roles in leisure management, airlines, rail and even local and central Government, to form a deep understanding of customer service.

Amongst her experience, she worked with the likes of British Airways where she helped to coordinate a seamless experience as well as iconic services with the likes of Concorde, the Royal family, Olympic teams and the Dreamflight charity flights to Orlando. Her roles have seen her implement game-changing programmes, ensure cohesion across different company cultures, and get involved in the customer experience at everything from airport check-in agent to company CEO and Executive Director at her own independent travel agency.

With all that knowledge it is little wonder she brings such valuable insights to her role as Client Success Director at CGA. An expert at translating strategy into operational delivery, she provides leadership, coaching and mentoring to teams and individuals, empowering them to achieve or enhance success in all aspects of their business.

At home, she's dedicated to an active family life with weekends and holidays spent hiking, playing Padel and horse-riding. She's also on a mission to become competent at Spanish - something tells us it's not going to take long!

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.

With a background spanning B2B and B2C organisations in the health, retail, tech and energy sectors, Nora is an experienced leader in customer experience and proposition development, specialising in insight-led customer experience transformation.

Having joined the CGA team in 2022 as a Client Success Director, she not only brings knowledge, but compassionate support to our clients. Driven by the desire to drive change and see customer-first approaches work their magic, she's unrelentingly supportive in everything she does.

With all that hard work, we're pleased to report that she unwinds with good food and gardening at home - she says she's an amateur at the latter, but we're not sure she's amateur at anything.