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

Insights News & Events

Celebrating 24 Years of CX Excellence: 24 Lessons We’ve Learned

At CGA, we’re celebrating 24 years of putting customers at the heart of businesses. Along…

Nicki BarriballJune 18, 2025

Insights News & Events

Humanising Digital webinar

HUMANISING DIGITAL Balancing automation and empathy in the customer experience landscape Presented by Chris Garthwaite,…

Nicki BarriballJune 17, 2025

Insights

TALKING CX:
James Paterson,
Chief Executive,
Dudley Building Society

Navigating Financial Services CX Transformation: Focusing on the Needs of the Community Dudley Building Society…

Andy GalliersMay 7, 2025

Insights

TALKING CX:
Tom Allder, CMO,
International Personal Finance

Navigating Financial Services CX Transformation: The Journey To Customer Centricity Tom Allder, International Personal Finance's…

Andy GalliersMay 7, 2025

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 News & Events

How HR Leaders Change The World – The Power of Empathy

Click on the image to hear the podcast Listen to Chris Garthwaite, CEO of CGA…

Nicki BarriballFebruary 25, 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

Celebrating 24 Years of CX Excellence: 24 Lessons We’ve Learned

Humanising Digital webinar

TALKING CX:
James Paterson,
Chief Executive,
Dudley Building Society

TALKING CX:
Tom Allder, CMO,
International Personal Finance

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

Humanising Digital: Balancing Automation and Empathy in the CX Landscape

How HR Leaders Change The World – The Power of Empathy

Leadership Perspectives on Current CX Priorities

Why empathy requires listening on a meaningful level

How much customer research really gets used?

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