CGA Experience Information

HELLO….. we are CGA; Internationally recognised as a leading, innovative customer experience consultancy, creating value through Insight and Transformational Customer Journey Management. What we do? We help clients to close the gap between customer expectations and what they actually experience, by: 1. Understanding your current customer experience At CGA we often find that what matters most to customers doesn’t always align to an internal business perspective. Understanding the implications is the first step in diagnosing where the pain points lie. 2. Uncovering the true voice of your customer Using indepth insight tools we map the end-to-end customer journey across all channels to identify the major touch points, resulting in a comprehensive gap analysis. 3. Improving your customer journey From understanding the current experience, the key pain points and what matters most to customers, we then have a framework upon which to design a future experience. 4. Creating a roadmap of initiatives and innovation A roadmap with key initiatives is agreed, aimed at solving pain points and delighting the customer. These solutions encompass all channels and touchpoints, from the digital to the human. 5. Listening to your customer: Voice of Customer (VoC) Focusing a VOC programme on key pain points and measuring performance against these will demonstrate effective progress against the roadmap. Crucuially, this then helps inform ongoing investment decisions. Most importantly... CGA will take the time to understand your business and challenges. We will help you to scope your Customer Experience program and understand its implications before we send any proposal. We will use proven methodologies to optimise your business. We will work with you to create a business case and ignite transformation. We are a passionate and multidisciplinary team of experts - delighted to work with you on your challenge.