At CGA, we are continually thinking, creating and sharing. Read some of our insights from the field.
How can board members keep up to date with understanding and interpreting customer needs? Research by Bain & Co shows that while 80% of executives think they deliver a good customer experience…
How calm technology is bringing the human experience to a digital world Is the technology you’re using improving or undermining your customer experience? The use of technology in the way…
How do you deliver brand promises when Covid-19 has pushed customers further away? Covid-19 has meant a number of changes in our working lives, all in the name of social…
For years, organisation and industry academics have been debating who owns the customer, usually driven by an organisation’s lack of confidence in its own people and an inherent anxiety, that…
CGA CEO, Chris Garthwaite recently delivered the keynote speech at the 2020 Digital Manufacturing Event Week. Chris opened by asking why it is that in 2019/20, 70% of all money spent…
Digital transformation through the customer lens Why is it that in 2019/20, 70% of all money spent on digital transformation was wasted? In real terms, that means of the £1.3trillion…
It is not the most intelligent or strongest that survives, but the one most able to adapt. In these, the most difficult of times, how can an organisation and…
Without doubt the Covid-19 crisis has had a profound impact on people’s lives. Whilst the initial changes during lockdown were very immediate, the long-term effects of the pandemic are still…
Now is the time for retailers to radically re-imagine their brand propositions. Forced behaviours tend to change customer beliefs and already it seems consumers will be demanding far more empathy…
As case numbers start to decline and there is political talk of the UK coming out of the peak of Covid-19, it is clear we will soon be starting to…
During these challenging times, companies are understandably asking themselves, should we be talking to our customers? And if so, what is it we should we be saying. The concern for…
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