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Make every moment matter

Every customer

Your customers must be valued, respected, and treated fairly. Whatever their background or situation is.

Every employee

Front office, back office, senior management or junior staff member.

Everyone is a voice of the brand.

Every moment

A call for help, a request for information, a friendly smile, or a life changing moment.

CGA Empathy LAB® is a bespoke immersive training experience that helps your staff develop the skills and confidence they need to understand customers, to deliver relevant and valuable outcomes- making every moment matter

Bespoke to your customers, your staff, and your business objectives

The LAB Experience


The real value of The Empathy LAB is that it is fully bespoke to your customers, your staff, and your business objectives.

Framed by the specific needs and pain points of your customers, you will:

  • Learn and apply established and recognised emotional intelligence models
  • Experience immersive learning, balanced with team discussions and human support
  • Practice how to handle real-life conflict scenarios in a safe environment
  • See the world through the eyes of your customers
  • Create value in every experience and make every moment matter

Walk in your customers shoes with guided, interactive learning designed across a series of workstations.


  • Trainer-led exercises
  • Group discussions
  • Customer feedback videos
  • Interactive simulation material
  • Virtual reality modules

Embedding empathy in the rail industry

Applying the power of empathy training using immersive content and delivery techniques to provide staff members with easily applicable skills they could put into practice in potential conflict or emotional situations at work to improve both the staff and customer experience.

I thought it was absolutely amazing. It was the first time I have ever walked out of a training session and thought, WOW, I have actually learnt something. It was so enlightening and engaging.

CrossCountry Railways Staff Member
Read the full case study

“I will now respond more empathetically when dealing with distressed customers - manage my judgement of individuals and not respond based on what they look like”

Chiltern Railways staff member

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