C G A

No one delivers customer experience consultancy with the same level of clarity and authority as CGA. It is all we do and all we have ever done – uncovering insights, pioneering innovations and improving customers’ experiences across the world in almost every sector. Find out more about how we help organisations optimise customer experience, engage employees and drive up commercial value. Becoming customer-centric starts by getting to grips with your customers’ wants, needs, fears and expectations. CGA helps you really, truly understand your customers, the market position and competitive opportunity. We create actionable insights which we translate into an effective and achievable change plan that puts the customer at the heart of your business, today, tomorrow and into the future. We ready your business strategically, physically and emotionally to optimise customer value and transform employee productivity. We’ve witnessed first-hand the positive impact our programmes have had on our clients’ businesses, and it is as inspiring to us, as it is transformative for them. They reap the dividend of a business strategy seen through their customers’ eyes and employees engage with new energy, purpose and pride. “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. It was reliable, credible and easy to understand at all levels of the company. CGA are what we call ‘customer obsessed'.” CGA took the role of lead advisers on customer experience blueprinting, navigating Renault through a significant brand transformation programme. We used a range of tools and proprietary techniques to help Renault design Renault C@re 2.0, a group-wide programme to understand and address pain points in the experience and integrate consistent customer measures into the business. “CGA have been a fantastic partner, advocating a very seamless methodology to provide information on what our customers think. They have assisted us to understand a better way of approaching how we improve for our customers, something I cannot recommended them enough for.” TfL identified a need to become a far more customer-led business, with a commitment to making sure they understood customers’ changing needs and adapted their approach to deliver outstanding customer experience. TfL implemented CGA’s Heartbeat® Diagnosis to really help them understand their customers’ needs and expectations, which would be used to inform their Covid-19 recovery plan and their overall customer experience strategy. CCEP were looking to understand the opportunity to increase market share in non-core products with these customers and therefore wanted to understand how to optimise their experience. They appointed CGA to carry out customer journey mapping, to help them understand pain points in the experience, perceptions of the relationship with CCEP, in particular with their sales representatives, and then to make recommendations about how to fill experience gaps and build value.