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For some organisations, designing and creating the right customer experience requires a complete transformation programme.

CGA takes a proactive partnership approach to make sure your Customer Experience Transformation programme delivers real change, improves the experience and delivers on your brand promises, to drive return on investment and customer value.

How we navigate customer experience transformation

Heartbeat® Transformation

Using our unique Heartbeat® methodology, CGA helps you design the future experience for your customers. Taking account of changing needs, expectations and market conditions, we redefine the journey steps, the interactions and the moments of truth to create stand-out experiences and help you understand the brand promises to make in the longer term future, to retain your customers and grow customer value.

Transformation Design

Using our established roadmapping approach, CGA provides you with clarity on what your organisation will need to do, and when, to respond appropriately to changing market and customer demands.

Taking into account people, processes, systems, technology and data change requirements we help you create the path to a differentiated, branded experience, that will bring increased engagement, sales growth and trust to help your brand and business endure even the most challenging and unpredictable conditions.

Leadership Coaching

Using a purpose-designed framework and established coaching techniques, CGA can provide you with a coaching-mentoring programme that will enrich your leaders, optimising their ability to navigate the business and their teams through your customer and/or employee transformation.

Typically 3-4 months in length, we provide leadership coaching and customer experience coaching in the following key areas:

• Establishing the current status (Where are you now? What is the vision?)
• Intentions and possibilities (Key Impacts, Relationships, Resources)
• Strategy and implementation for quick wins

“The retail pedigree of the CGA team is outstanding; deep understanding, extensive knowledge and experience. Very impressed by the customer experience models used to help shape culture change and drive customer engagement.”

Ken Lee GroupMarketing Director, Inchcape

We love talking all things customer and employee experience. If you’d like to understand how we can navigate your business through this world, get in touch.

Find us at CGA, The Granary, High
House Farm, Gomshall Lane,
Shere, GU5 9BU