CGA uses Heartbeat®, our own proprietary experience mapping methodology, to map your end-to-end customer experience.

We complement this with journey mapping techniques to understand in detail specific parts of the experience. Heartbeat® is the output of a structured customer research approach, that uses both qualitative and quantitative customer research to develop a granular level view of your customers’ experiences with your organisation.

Our Heartbeat® methodology

Heartbeat® Diagnosis

Heartbeat® is CGA’s proprietary methodology for providing in-depth insights on your customers’ experiences.

We use our proven techniques to deliver a bespoke end-to-end experience map, showing your customer’s journey, mapping, needs and expectations, and how you perform against these, throughout their lifecycle.

Heartbeat® is the output of a structured customer research approach, that uses both qualitative and quantitative customer research to develop a granular level view of your customers’ experiences with your organisation. It identifies the key moments of truth and your customers’ pain points where you are over or underperforming. It’s your unique customer heartbeat.

Heartbeat® Application

Once you have your organisation’s Heartbeat® diagnosis, CGA can help you navigate the data and intelligence it provides to understand how to apply the insight to your change programme in practice.

We make sure you know where to focus your efforts, understanding how to translate the insight into actionable improvements that will truly benefit your customers. It is one thing to understand where to improve, but CGA also helps you understand how to make those improvements for the greatest impact on your customer.

Using the intelligence generated by Heartbeat®, we can show you how to close the gaps between customer expectations and reality, prioritising the interactions that matter most to customers and identifying opportunities to create real moments of truth.

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. We help you understand the brand promises to make in the longer term future, to retain your customers and grow customer value.

Example Heartbeat® diagnosis

Heartbeat

“Thanks to the Heartbeat® studies that we have launched in almost 30 countries, our customer satisfaction programme has been a huge success with full buy-in from the board.”

Chady SalamehGeneral Manager Sales & Marketing, Groupe Renault

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, Albury Hall,
The Street, Albury, Guildford,
Surrey, GU5 9AD, UK