News & Insight

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

local government funding gap

Bridging the local government funding gap

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Rising costs, demands and expectations on a shrinking budget: How to achieve more with less with customer journey mapping State of Affairs: Austerity measures and the uncertainty surrounding the UK...
Online Grocery Retailing

“What’s for dinner tonight?” The challenges and opportunities in grocery retailing

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Customer Confidence: The post Christmas retail results and reports were perhaps not surprising for British food retailers. Customers are unsure of their short-term future in the face of substantial uncertainty,...
“Customers must be at the heart of everything we do in the rail industry”

“Customers must be at the heart of everything we do in the rail industry”

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CGA is delighted to be awarded the next phase of a strategic project by the Rail Delivery Group to put the customer at the heart of decision making. Having mapped...
CGA's CX Approach

Learn more about CGA’s CX Approach

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If what you’ve seen of CGA’s thoughts and approaches to Customer Experience transformation so far has interested and intrigued you, why not make sure you don’t miss out on all...
Customer Centric Productivity Gain

Webinar – Customer Centric Productivity Gain

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Webinar - Customer Centric Productivity Gain hosted by Graham Ryan and Tim Easton. * Copyright© CJWG Associates Limited 2018 If you would like to talk to us personally about...

Trends in the UK Healthcare Market

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The Healthcare market is currently undergoing rapid and dramatic change and the one thing we’re really encouraged by is the desire to move to a more patient or indeed customer…

customer centric productivity gain

In search of customer centric productivity gain!

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In a world of uncertainty we are forced to consider how to get more out of less. There is a lot of talk in the UK right now about productivity;…

Customer Experience Strategy

A Graphic Roadmap to support your Customer Experience (CX) Strategy!

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A Graphic Roadmap to support your Customer Experience (CX) Strategy! Where are you on the CX Maturity Curve? As expert CX practitioners, we find it helpful to look at a...
Customer Experience

Global CX Day, October 3rd 2017 – Claim your CX offer from CGA today!

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Is your Customer Experience programme measuring the right things to support improved business performance? At CGA we offer a Fast Track CX Measurement Assessment Service to show the link between customer experience performance improvement and...
Employee Experience

Great Customer Experience means Engaging your People First

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Look after your people and they will look after your customers. Not long ago, employee experience (EX) was where customer experience (CX) used to be years before that: acknowledged as...

Why CX? Why now? The urgency to invest in CX is rising

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Successfully measuring your customer experience (CX) can optimise business performance Whether your company is successful and growing like crazy or it’s currently going through a bad patch and needing some...

The Search for Elusive Sales Growth in the FMCG Sector

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'Top-up shopping': How changing shopper behaviour has been driving growth in discounters and the convenience channel Over the past 4 years research shows that the 50 largest FMCG global companies...

‘Employee Experience is the Future’ – Chris Garthwaite talks to Tip TV

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Chris Garthwaite, CEO and Founder of CGA Experience, talks to Tip TV CEO Nick Batsford about how 'employee experience' is key to transforming customer experience for any business. If you...

Renault: Re-thinking the Dealership Experience

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Congratulations to our client Renault for taking No 1 spot for ‘Best Car Dealer 2016’ as voted for by Auto Express readers! CGA are delighted to share the results of...

Delivering a Customer Experience for the ‘Millenials’.

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Our very own Chris Garthwaite has just come off stage at the DSA Conference today ~ having delivered an insightful keynote on delivering exceptional customer experience in a changing marketplace. We...

Ryan Smith’s Qualtrics Capitalizes On The Rise Of The ‘Experience Economy’

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A Series of Forbes Insights Profiles of Thought Leaders Changing the Business Landscape:  Ryan Smith, Founder and CEO, Qualtrics. CGA are proud to be Platinum partners of Qualtrics and a...

The Experience Gap

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Transforming Customer Experience: closing the gap between customer expectation and actual delivery? In our increasingly 24/7, Omni-channel digital world, meeting customer expectations and adding value is a tough challenge. Why?...

Customer Experience – what can you expect in 2017 and beyond?

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Read why an increasing % of CEO's are now putting Customer Experience at the top of their strategic priorities. Every year new data demonstrates that CX is becoming more important than...

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