Insights

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

How do you build responsiveness and resilience into your business?

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“The definition of insanity is doing the same thing over and over again and expecting a different result” - Albert Einstein.  In the wake of the pandemic and all of…

Which comes first, the technology or the customer?

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Technology or operationally driven businesses often struggle to get the balance right between chasing a technology focused agenda versus a customer centric one. Technology has changed our lives dramatically. There’s…

The commercial value of communities

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In the past, brands competed with brands and companies competed with companies in a commercial forum. In our increasingly technological world, it’s the platforms and networks that businesses are on,…

Learning to live with customer angst

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No one is talking about the pandemic at the moment and the environmental crisis is on the carbon fuelled backburner because there’s a war in Ukraine. There’s a humanitarian disaster…

Live, work & travel – Exploring the themes of a rapidly changing customer horizon PART 2

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Putting car manufacturers in the driver’s seat A potential change in legislation around self-driving vehicles could bring dramatic opportunities to open up mobility to new audiences Over the past decade,…

Live, work & travel – Exploring the themes of a rapidly changing customer horizon PART 1

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The new reality Much about life has changed during the past two years and some shifts already happening were accelerated by recent events. With many of us now either working…

How can we make commercial property a valuable business in 2022 and beyond?

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Cities around the world have seen a fundamental change in the way we use property and real estate. As with many of the seismic shifts since March 2020, this was…

From mobility to mindset: how can businesses navigate a world that even AI can’t predict?

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In our October Navigator Forum, we opened an area of conversation that will continue to run for the coming months. On the face of it, our discussion was about the…
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…
insight

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…