What we do
Helping clients close the gap between customer expectations and what they actually experience, maximising customer value and operational efficiency.
Define – Understand your current customer experience
At CGA we often find that what matters most to customers doesn’t always align to the internal perspective on customer priorities.
Understanding the implications of those differences is the first step in diagnosing where the pain or friction points lie.
Clarifying the customer’s priorities and measuring the gap with the current delivered experience creates a foundation for planning customer experience improvement and can be the first step towards business transformation
“ We can help you to enhance your profits by undertaking robust economic analysis that prioritises the right customer experience activities to invest in. We can also help you to measure your return on investment.”
Mark Sallows, Director of Strategic Insight