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 …

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.

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.

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.

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.

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.

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.

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 is a strong communicator across all levels, 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 acts with integrity. Martin remains fully focused on customer delivery and gets the best out of teams to achieve this. He possess exceptional engagement skills with clients, partners and colleagues.

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 realise millions in profitable revenue and a 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.

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.

From keeping our website updated, to social media activity and content creation, Sarah's focus is on raising our organisation's brand awareness and help more businesses navigate their own journey to customer experience excellence.
On a personal note...
Being a keen horse rider, Sarah spends most of her free time outdoors, no matter the weather.

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.

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.

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

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.

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.