Skip to main content

Insights

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

Why empathy requires listening on a meaningful level

| Insights | No Comments
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?

| Insights | No Comments
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…

Strictly Empathy!

| Insights, News & Events | No Comments
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…

Empowering long-distance electric car journeys: closing the customer experience gaps

| Insights | No Comments
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…

From IQ to EQ: Unlocking the value of customer asset management

| Insights | No Comments
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…

CGA and STRAT7 enter strategic partnership

| Insights, News & Events | No Comments
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

| Insights, News & Events | No Comments
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 – a matter of compliance or something more?

| Insights, News & Events | No Comments
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…

Creating value & differentiation in B2B2C supply chains

| Insights, News & Events | No Comments
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…

The importance of customer experience in the property sector

| Insights, News & Events | No Comments
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,…

Customer empathy & the metaverse

| Insights | No Comments
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…

Creating tangible improvement with CX initiatives

| Insights | No Comments
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…

How do you build responsiveness and resilience into your business?

| Insights | No Comments
“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?

| Insights | No Comments
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

| Insights | No Comments
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

| Insights | No Comments
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

| Insights | No Comments
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

| Insights | No Comments
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?

| Insights | No Comments
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?

| Insights | No Comments
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

| Insights | No Comments
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?

| Insights | No Comments
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

| Insights | No Comments
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

| Insights | No Comments
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

| Insights | No Comments
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

| Insights | No Comments
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

| Insights | No Comments
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…
about us

Who owns the customer? Why are you even asking?

| Insights | No Comments
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

| Insights | No Comments
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…
camera

Time to change perspective: Digital Transformation

| Insights | No Comments
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

| Insights | No Comments
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

| Insights | No Comments
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!

| Insights | No Comments
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

| Insights | No Comments
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

| Insights | No Comments
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…