Insights

At CGA, we are continually thinking, creating and sharing. Read some of our insights from the field.

Back to the future: human interaction is here to stay

Back to the future: human interaction is here to stay

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In 2021, CGA celebrates the milestone of being 20 years old and the world has changed exponentially in that time. Some changes have been good, some dramatic, and some challenging,…
Customer Angst

Customer angst and anxiety – what does it mean for your business?

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Anxiety might be a part of the human condition, and it’s not a new factor in marketing, sales, and the customer experience. However, following the pandemic there is a new…
Executive Blind Spots

The changing challenges of executive blind spots

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Leaders are being challenged like never before. In business, politics and all other sectors, they’re facing situations that they weren’t recruited for and that they may not have the skills…
Vaccinations

Life after 2020: using our learnings to improve customer experience

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What happens next? For individuals, business leaders and government, this is perhaps the most prescient question of the day. In this month’s Navigator Forum, we enjoyed a thought provoking discussion…
Inside the Customer Boardroom

Inside the Customer Boardroom

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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…
Human Connection

Are your customers missing the human connection

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How calm technology is bringing the human connection to a digital world Is the technology you’re using improving or undermining your customer experience? The use of technology in the way…
Managing the “brand gap” in a Covid World

Managing the “brand gap” in a Covid World

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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…
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Who owns the customer? Why are you even asking?

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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…
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Digital Manufacturing Week 2020

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CGA CEO, Chris Garthwaite recently delivered the keynote speech at the 2020 Digital Manufacturing Week. Chris opened by asking why it is that in 2019/20, 70% of all money spent on…
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Time to change perspective: Digital Transformation

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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…
Moral Leadership

Moral Leadership

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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…
Commuter

Changing Customer Values

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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…
Retail Change

Carpe Omnia – Time for a new retail mindset!

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With the pandemic forcing a new normal, the retail mindset must also evolve. Now is the time to radically re-imagine brand propositions. For those who don’t shift their mindset, it…
Leading out of Lockdown

Leading out of Lockdown

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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…
Talking to Customers

Engagement, Empathy & Dialogue – How to communicate with customers during the Covid-19 outbreak

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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…