News & Insights

Delivering a Customer Experience for the ‘Millenials’.

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Our very own Chris Garthwaite has just come off stage at the DSA Conference today ~ having delivered an insightful keynote on delivering exceptional customer experience in a changing marketplace.

We are delighted that Chris has been asked to speak alongside Jim Lawless at this year’s DSA Conference

Chris is regarded as one of the most exciting and provocative speakers in the industry. He is widely recognised as a leading pioneer of innovative customer experience solutions in an ever changing market and has delivered measureable transformation programmes across a range of global organisations across almost every sector.

If you would like to talk to Chris personally about his vision for 21st Century Customer Engagement then get in touch. We would love to hear from you

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Ryan Smith’s Qualtrics Capitalizes On The Rise Of The ‘Experience Economy’

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A Series of Forbes Insights Profiles of Thought Leaders Changing the Business Landscape:  Ryan Smith, Founder and CEO, Qualtrics.

CGA are proud to be Platinum partners of Qualtrics and a recent trip to Qualtrics’ Insight Summit in Salt Lake City proved fascinating – particularly on Disruptive Innovation by Clayton Christensen, along with brand presentations from the likes of Allianz, Adidas, Michelin, GE and Air BNB amongst many others.

We want to share with you this Forbes article on the ‘Rise of the Experience Economy’ by Ryan Smith, Founder & CEO of Qualtrics.

Come and talk to us about how the business landscape is rapidly changing and how CGA can help future proof business brands

The Experience Gap

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Transforming Customer Experience: closing the gap between customer expectation and actual delivery?

In our increasingly 24/7, Omni-channel digital world, meeting customer expectations and adding value is a tough challenge. Why? Because transactional business models are being disrupted by new digital propositions that provide consumers with convenience and access to a wide array of products in increasingly new and innovative ways.
Leadership teams are under pressure to understand the value of their future customers and quickly identify how to improve the current service experience. Which is a tough ask when organisational transformation and structural change may be required to future-proof the business. Understandably they ask themselves: How can I mitigate the risks involved, and what will the ROI be?

Chris Garthwaite, our leading CX practitioner comments, “in this more anonymous and time pressured world we are seeing a more emotional customer emerging, one who is now choosing to engage with brands that are sincere, authentic, responsive, caring and personal in the way they engage.”

In a renowned survey conducted by Fred Reichheld, 80% of companies believe they deliver a ‘superior service’ but only 8% of their customers agreed.  These results have been proclaimed as ‘The Experience Gap’ by many within the CX industry and exist because businesses simply aren’t recognising the importance of their customers.

So how do organisations close the gap between customer expectation and actual delivery? For brands and organisations to win in future, success will involve transformation of the way they themselves think and behave. It will demand a deep understanding of customer needs and a sincere culture of wanting to support and serve their customers.

This requires a consistent focus on individual relationships that are valued not just driven by financial transactions and efficiency. But knowing where to focus attention and effort is increasingly complex and customers are increasingly promiscuous. What’s required is a blend of skills. Both a rational and systemic process and a emotional experience that captures the customer’s heart.

  • Customer Experience: Delight at every touchpoint
  • Employee Experience: Improve engagement, retain top talent, develop leaders
  • Brand Experience: Create brands that everyone wants to associate with

We need to become more customer centric. How do we do that? Where are we on the continuum? Are we talking about evolution or revolution?’   

Talk to us about how we can help close your experience gap in 2017


Customer Experience – what can you expect in 2017 and beyond?

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Read why an increasing % of CEO’s are now putting Customer Experience at the top of their strategic priorities.

Every year new data demonstrates that CX is becoming more important than ever. Forrester reports that 72% of businesses say that improving the CX is their top priority. No one can afford to ignore CX anymore. So what can you do to ensure you stay competitive and relevant?

Here are 7 trends to consider in 2017:

  1. Customer service is getting better

The best brands are setting the bar higher and creating new levels of customer expectation. There is a new benchmark emerging and other brands will find it difficult to keep up with their customers’ newfound expectations.

  1. Value and experience are becoming more important than price

Unless you want to be recognised as a low-cost provider, the value proposition of good customer service can make price less relevant. That’s how smaller independent retailers are competing against big box stores. This concept is not limited to retail. It crosses into all types of businesses and industries.

  1. Personalisation creates a better CX

Technology has made it easier than ever to track customer preferences and history. Big data gives us trends and insights with uncanny accuracy. There is no reason to not create a more personal experience to cater for individual needs and anticipate future ones.

  1. There is more focus on customer success

It’s not new, but the concept of “customer success” is gaining momentum. Some brand experiences have naturally higher levels of frustration or need for customer support. The goal of our customer success programmes is to ensure that the customer has success without the frustration. For example, I recently bought a new software system, the brand provided me with coaching sessions to eliminate the frustration I would have experienced as I learned the new software.

  1. Proactive customer service is gaining in popularity

Brands are getting better and spotting problems and fixing them before the customer notices and complains. We help our customers to measure and manage every stage of their customer journey so they can be proactive in mitigating or eliminating problems before they arise for most customers.

Talk to us about how CGA can support your CX challenges for 2017

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