At CGA, we are continually thinking, creating and sharing. Read or watch some of our insights from the field.
At CGA, we’re celebrating 24 years of putting customers at the heart of businesses. Along the way, we’ve partnered with some of the UK’s most forward-thinking organisations across finance, housing,…
Navigating Financial Services CX Transformation: Focusing on the Needs of the Community Dudley Building Society has a long and proud history of serving its local community, but a new leadership…
Navigating Financial Services CX Transformation: The Journey To Customer Centricity Tom Allder, International Personal Finance's Chief Marketing Officer speaks to the challenges and opportunities of becoming customer centric in the…
Since the Financial Conduct Authority’s Consumer Duty came into force, firms across the financial services sector must positively drive the delivery of good outcomes for their retail customers, whilst being…
In a world increasingly shaped by algorithms and automation, the question for today’s customer experience leaders isn’t whether to embrace technology—it’s how to do so without losing the human connection…
Click on the image to hear the podcast Listen to Chris Garthwaite, CEO of CGA and Cecilia Crossley from Uplifting People discuss how the power of empathy can transform leadership…
We asked our network of customer experience leaders about their CX priorities for the coming year and what they believed their biggest challenges to be. In CGA's 2024 CX Navigator…
Language, listening and cultural context: why words matter Much of creating, understanding and improving customer experience, particularly at the point of research, is about listening. What's said, what's not…
How much customer research really gets used? At CGA one of the things we're really passionate about is tying customer insights to action. It's not enough to do research…
Is empathy the greatest disruptor for modern businesses? In 2021, Rose Ayling-Ellis left Strictly Come Dancing viewers breathless when she danced to Symphony by Clean Bandit. A brief interlude…
In recent years, electric vehicles (EVs) have gained growing popularity due to their eco-friendly nature and the promise of a cleaner, greener future. While EVs are a great choice for…
The real estate sector is facing a defining moment in how it will drive value in the future. Only by recognising the scale of the challenge and the mindset shift…
Leading customer experience consultancy CGA today announced that it has formed a strategic partnership with global strategic insight and customer analytics group STRAT7. The partnership will enable both businesses to…
Customer centric transformation - the formula to a successful change programme The number one requirement to ensure a successful change programme is the strong engagement and sponsorship of leadership. But…
Consumer Duty is the latest regulatory change from the FCA intended to protect the interests of retail consumers. During a time of substantial instability for consumers, the regulation wants providers…
In complex supply chains, how does a B2B provider embrace knowing their immediate customer as well as the end customer or user? This conversation between CGA's expert on customer centric…
Recent global events have brought on many changes in a variety of sectors, and commercial property is no exception. Where formerly the emphasis was on the building, or the property,…
It is easy to get excited about the opportunities for customer experience in the digital world of Meta and Web 3.0. It will be a revolution in the way we…
CGA has supported clients for 21 years to develop strategy, value propositions and initiatives which put the customer at the heart of decision-making. The philosophical decision to focus on customers…
“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…
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…
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,…
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…
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,…
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…
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…
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…
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,…
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…
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…
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…
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 connection 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 Week. Chris opened by asking why it is that in 2019/20, 70% of all money spent on…
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…
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…
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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