insight Archives - CGA | the UK’s leading customer experience consultancy

Insights News & Events

Celebrating 24 Years of CX Excellence: 24 Lessons We’ve Learned

At CGA, we’re celebrating 24 years of putting customers at the heart of businesses. Along…

Nicki BarriballJune 18, 2025

Insights

TALKING CX:
James Paterson,
Chief Executive,
Dudley Building Society

Navigating Financial Services CX Transformation: Focusing on the Needs of the Community Dudley Building Society…

Andy GalliersMay 7, 2025

Insights

TALKING CX:
Tom Allder, CMO,
International Personal Finance

Navigating Financial Services CX Transformation: The Journey To Customer Centricity Tom Allder, International Personal Finance's…

Andy GalliersMay 7, 2025

Insights

Putting Customers First: How to Meet the FCA’s Consumer Duty with Confidence

Since the Financial Conduct Authority’s Consumer Duty came into force, firms across the financial services…

Nicki BarriballApril 25, 2025

Insights

Humanising Digital: Balancing Automation and Empathy in the CX Landscape

In a world increasingly shaped by algorithms and automation, the question for today’s customer experience…

Nicki BarriballApril 16, 2025

News & Events

CGA Empathy LAB wins at the Rail Innovation Awards 2024

CGA Empathy LAB win 'People Skills and Diversity Award' at the UK Rail Innovation Awards…

Andy GalliersJune 27, 2024

Insights

Leadership Perspectives on Current CX Priorities

We asked our network of customer experience leaders about their CX priorities for the coming…

Andy GalliersJune 17, 2024

Insights

Why empathy requires listening on a meaningful level

Language, listening and cultural context: why words matter Much of creating, understanding and improving…

Andy GalliersAugust 29, 2023

Insights

How much customer research really gets used?

How much customer research really gets used? At CGA one of the things we're…

Andy GalliersAugust 29, 2023

Insights

Empowering long-distance electric car journeys: closing the customer experience gaps

In recent years, electric vehicles (EVs) have gained growing popularity due to their eco-friendly nature…

Andy GalliersMay 24, 2023

insight

Celebrating 24 Years of CX Excellence: 24 Lessons We’ve Learned

TALKING CX:
James Paterson,
Chief Executive,
Dudley Building Society

TALKING CX:
Tom Allder, CMO,
International Personal Finance

Putting Customers First: How to Meet the FCA’s Consumer Duty with Confidence

Humanising Digital: Balancing Automation and Empathy in the CX Landscape

CGA Empathy LAB wins at the Rail Innovation Awards 2024

Leadership Perspectives on Current CX Priorities

Why empathy requires listening on a meaningful level

How much customer research really gets used?

Empowering long-distance electric car journeys: closing the customer experience gaps

Useful links

Sign up to our newsletter

Follow us