Organisations are increasingly aware of the mission-critical role played by staff in delivering optimum customer experience.

Any customer-centric change programme needs to factor in employee experience, employee engagement, staff capabilities, attitudes & behaviours, as the foundation of sustainable transformation.

Your employees have a direct impact on the customer experience and through purposeful employee engagement, organisations can ensure their employee interactions add real value for the customer.

How we navigate employee engagement

Employee Engagement Assessment

We use an established process to help you understand how engaged your staff are with your customer commitments, whether they have the right tools and values and if they are incentivised in the right way.

From here, we will design your bespoke, step-by-step employee engagement roadmap, detailing the coaching, training, development and employee alignment changes to put in place at each stage of your programme, to ensure the successful delivery of your customer experience ambition and transformation.

Employee Development

CGA’s practitioners use our proprietary Xcellence™ Wheel to guide your organisation through the development, understanding and practical implementation of the experience, skills and attitude of your team that will deliver your desired customer outcomes.

CGA’s experts help you focus on defining excellence and engagement in the role of the employee, particularly for those in customer-facing roles. We navigate the development of a high-performance team, identifying the ideal employee experience and required technical skills specific to a role.

“The deliverables of the survey were amazing as we could really distinguish the pain points as seen by the customers and therefore construct initiatives in order to remedy these. I fully recommend CGA to handle your customer experience project.”

Ibrahim HassanMarcom General Manager, Abdul Latif Jameel
ALG

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

Find us at CGA, Albury Hall,
The Street, Albury, Guildford,
Surrey, GU5 9AD, UK