At CGA, we are continually thinking, creating and sharing. Read or watch some of our insights from the field.
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CGA Empathy LAB win 'People Skills and Diversity Award' at the UK Rail Innovation Awards 2024 CGA are thrilled to announce that CGA Empathy LAB has been awarded the 'People…
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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…
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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…
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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…
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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…
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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…
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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…
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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…
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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…
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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…
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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…
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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,…
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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…
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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…
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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…
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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,…
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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…
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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,…
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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…
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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…
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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…
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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,…
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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…
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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…
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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…
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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…
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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…
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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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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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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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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…
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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…
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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…
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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…
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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…