Discovering Moments of Truth
Recognising the difference between functional service standards and the pivotal emotional moments of a relationship is at the core of great CX experience design. In particular understanding how to translate deep customer insights into compelling signature moments that differentiate the brand from the competition is increasingly important in today’s digital market.
CGA understand this, having developed compelling ‘Moments’ programmes for clients over the last 16 years. Our proprietary Heartbeat® technology provides a proven process for defining and designing signature moments of truth that become the foundation of a compelling brand experience and basis for improvement and transformation programmes. Talk to us