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Keeping your finger on the pulse of your customers’ experience.

Pulse is key to understanding the realtime sentiment of your customer’s feelings towards your brand. It is an essential tool to monitoring if your customer change plan is delivering improvements, as well as making sure you remain relevant and on-brand.

Customer needs and expectations are changing all the time, customer loyalty is decreasing and choice is growing. Brands need to be constantly attuned to the fluctuating sentiment of customers, and the quality of the experience they deliver.

By keeping your finger on the pulse of how they are feeling towards your brand, the experiences you provide and what matters most to them, your organisation can quickly pivot to address issues, introduce new product or service offerings and optimise brand stand-out opportunities.

Delivering value from customer listening

The CGA Solution

Our Pulse package includes:

Selecting the right methodology to collect data from your customers, asking the right questions at the right time to track their satisfaction.

Comprehensive dashboard reporting of customer data into your business to allow you to track and trend performance over time, identify emerging problems and address pain points.

Access to key business measures and KPIs that underpin commercial ROI and customer experience performance.

The CGA Difference

Very few consultancies, truly, can do what we do.

We each come from operational business backgrounds, so we empathise with your priorities.

We have witnessed the incredible transformation and measurable returns that meeting customer expectations can deliver.

You will benefit from a web-based real-time dashboarding tool, licensed from CGA, built to your specific business and user requirements

CGA have played a pivotal role in shifting the rail industry’s focus from passengers to customers. They supported us with the mapping of the end-to-end journey and crucially implemented weekly CX data collection across all train operators. Working in partnership with CGA we developed a strong branding for this programme – Wavelength – and introduced workstreams which will drive CX improvement across rail using the new data.

Rail Delivery GroupBilly Denyer, Wavelength Programme Manager, RDG

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