Insights Archives - CGA | the UK’s leading customer experience consultancy

Insights

Putting Customers First: How to Meet the FCA’s Consumer Duty with Confidence

Since the Financial Conduct Authority’s Consumer Duty came into force, firms across the financial services…

Nicki BarriballApril 25, 2025

Insights

Humanising Digital: Balancing Automation and Empathy in the CX Landscape

In a world increasingly shaped by algorithms and automation, the question for today’s customer experience…

Nicki BarriballApril 16, 2025

Insights

Leadership Perspectives on Current CX Priorities

We asked our network of customer experience leaders about their CX priorities for the coming…

Andy GalliersJune 17, 2024

Insights

Why empathy requires listening on a meaningful level

Language, listening and cultural context: why words matter Much of creating, understanding and improving…

Andy GalliersAugust 29, 2023

Insights

How much customer research really gets used?

How much customer research really gets used? At CGA one of the things we're…

Andy GalliersAugust 29, 2023

Insights News & Events

Strictly Empathy!

Is empathy the greatest disruptor for modern businesses? In 2021, Rose Ayling-Ellis left Strictly…

Andy GalliersJuly 7, 2023

Insights

Empowering long-distance electric car journeys: closing the customer experience gaps

In recent years, electric vehicles (EVs) have gained growing popularity due to their eco-friendly nature…

Andy GalliersMay 24, 2023

Insights

From IQ to EQ: Unlocking the value of customer asset management

The real estate sector is facing a defining moment in how it will drive value…

Andy GalliersJanuary 26, 2023

Insights News & Events

CGA and STRAT7 enter strategic partnership

Leading customer experience consultancy CGA today announced that it has formed a strategic partnership with…

Andy GalliersJanuary 26, 2023

Insights News & Events

Customer centric transformation – the formula to a successful change programme

Customer centric transformation - the formula to a successful change programme The number one requirement…

Andy GalliersOctober 26, 2022

Insights

Putting Customers First: How to Meet the FCA’s Consumer Duty with Confidence

Humanising Digital: Balancing Automation and Empathy in the CX Landscape

Leadership Perspectives on Current CX Priorities

Why empathy requires listening on a meaningful level

How much customer research really gets used?

Strictly Empathy!

Empowering long-distance electric car journeys: closing the customer experience gaps

From IQ to EQ: Unlocking the value of customer asset management

CGA and STRAT7 enter strategic partnership

Customer centric transformation – the formula to a successful change programme

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