Hello CXG Pulse!
Measure and master your customer experience on individual channels and across your omnichannel journeys.
What is the Metaverse, and how will it affect luxury brands?
The first edition of our report series dedicated to uncovering everything Metaverse and Web 3.0. is due to release soon. We have so many questions, and we’re sure you do too!
Versace Transforms Retail Sales Through Customer Experience
Learn more about how Versace transformed their CX and watched their sales across all pilot stores soar, with results increasing from 20% to 88%.
Do your managers coach and develop teams, lead with impact and create a growth mindset?
Work on individual and team strengths. Drive personalised development plans, and support your managers to be the best coaches they can be.
What are Gen Y and Gen Z attitudes to your products and your brand?
Understand your customers’ expectations, behaviors, and perceptions through our qualitative and quantitative research.

We are CXG.

Customer needs are changing. Proactive brands are responding rapidly to meet those needs. But the rush to respond often leads to gaps between what brands promise, and the experience delivered. At CXG, we partner with our clients to deliver insights and actions to create more seamless experiences and more meaningful value.

Our solutions are created to meet your evolving customer and employee experience transformation needs. We used to be three separate agencies.

Today, we deliver research, measurement, training and coaching, and consulting support through a united proposition. We are one. We are CXG.

CX is an ecosystem. For CX to work everything must work together

Explore all the elements for a complete successful CX transformation.

Experience transformation is holistic. Your off-stage strategies, processes, values and insights must flow through into meaningful, multi-channel experiences that delight your customers.

Click on the diagram to find out more

CX is an ecosystem. For CX to work everything must work together

People & Partnerships

Focus on relationships, experiences, and human connections.

Experience transformation is about being relevant and impactful in the hearts and minds of your customers. It is about delivering effortless and satisfying experiences, consistently, through motivated and engaged teams, supported by tailored coaching and training.

Focus on relationships, not transactions. Experiences, not products. Build organizational structures that facilitate cross-functional collaboration and knowledge sharing, while leveraging the power of tech to enable better, informed and more human connections.

CX is an ecosystem. For CX to work everything must work together

Vision & Strategy

Don’t just think about your customers, you need to think like your customers.

In order to develop an effective CX transformation plan, it is essential to have a clear vision of the ideal CX future state that employees can commit to and engage with.

A strong CX vision provides context and direction, while also inspiring and exciting both customers and colleagues. It guides how the CX plan is brought to life on-stage and off-stage, helping you to prioritise and align investments, develop tactics and define a strategy to achieve it.

CX is an ecosystem. For CX to work everything must work together

Data & Technology

Your ability to transform experiences is defined by the quality of the data on your customers and employees

Data provides more knowledge about behavior, experience, and business performance. Combined with customer feedback and sentiment, this information is the foundation for improvement.

It’s essential to create a technical infrastructure that supports cross-functional operations and journey-focused CX management. Omnichannel and single touchpoint technology solutions are a key focus, whether they are engaging buyers online through e-commerce platforms, fostering seamless in-person customer encounters in store, or integrating online and offline brand experiences.

CX is an ecosystem. For CX to work everything must work together

Brand & Culture

Employee experience and organizational culture drive customer experience.

Transforming customer experience therefore means transforming employee experience as well. Does the current culture support or damage the delivery of your brand experience?

Think about how you want your customers to feel, and create an internal culture around the same values. What are the key messages you want your employees to communicate about your brand? And how can you create an environment that supports them in delivering those messages?

CX is an ecosystem. For CX to work everything must work together

Organisation & Operations

Customer experience is a competence, not a function.

In transforming experiences, the aim is to engage ever more seamlessly with your customers. Your organization and operations need to be designed in a way that facilitates a smooth, consistent and joined-up-omnichannel experience.

Think about what is having the greatest impact on your customer experience today. What needs to be done to simplify and change it? New off-stage processes and procedures should be created to drive collaboration and work across functional groups to deliver impactful client experiences.

CX is an ecosystem. For CX to work everything must work together

Leadership & Governance

Leading customer experience and employee experience is a C-suite activity.

It’s vital to consider what customer-centric mindset is needed to impact your on-stage customer experiences, and what needs to be done ‘off-stage’ to orchestrate the transformation.

Getting this right means truly understanding your customers’ needs; having a clear vision of your CX vision and communicating it clearly and convincingly; bringing your CX strategies to life; and monitoring – and learning from – your performance. Sustainable transformation also needs a clear governance system for regular review, alignment and decision making.

CX is an ecosystem. For CX to work everything must work together

The Omnichannel Promise

Have you harmonised your customer-centric retail brand experience? Are all your touchpoints aligned?

Customers are more connected than ever before, interacting with brands across multiple channels every day. Whether shopping online from a desktop or mobile device, by telephone, or in a traditional store, they want to interact though the channel that’s convenient to them at that moment.

It’s the customer, not the channel, who should be at the centre of the experience. How seamless is their experience as they go from one channel to another? How are you removing the friction as they move between different touchpoints?

CX is an ecosystem. For CX to work everything must work together

Transforming Experiences

Understanding, evaluating and anticipating the needs of your customers must be your priority.

Transforming experiences requires rigour and alignment across your entire organisation. For customer experience to work, it all has to work.

Helping everyone in your organisation to understand and acknowledge this allows you to drive a customer-centric strategy; an impactful leadership experience; an engaged and motivated employee experience; and a powerfully sustainable, impactful and profitable customer experience.

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Let us partner for success.

Contact us and see how we can help your experience transformation goals.

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Latest Insights

Press Release

CXG and Trust-Place join forces to help Luxury Brands reinvent customer experience through Digital Ownership

Trust-Place, the French Digital ownership specialist, and CXG the leading global Customer Experience consultancy firm for premium and luxury…

Case Study

Versace

Learn more about how Versace transformed their CX and watched their sales across all pilot stores soar, with results…

Article

The Great Resignation: Crisis or Opportunity for Luxury Retail?

Despite being challenging, the great resignation offers an opportunity to rethink strategies and redefine company cultures that meet the…

Article

Increasing Productivity and the Power of Coaching and Feedback Conversations

Increase productivity through better coaching and feedback All managers are coaches – but not all realise it and even fewer…

Article

A Channel-centric tracking of Customer Experience may compromise Client Centricity

Measuring Customer Experience by Channel Negates Client Centricity Two-thirds of consumers say their omni-channel experience is inconsistent. How can luxury…

Article

Is Sustainability The Next Frontier For Luxury Brands?

Is sustainability the next frontier for luxury brands? Luxury is often perceived as superficial and can provoke social tension. How…

Some brands we partner with

Bally
COS
Moncler
Fendi
Berluti
De Beers
salvatore ferragamo
boucheron
Dolce And Gabbana
Van Cleef & Arpels
sephora
pandora
Guerlain
Maserati
Vespa
piaget
loreal
Berluti

Berluti

Despite our complexity, CXG had a perfect knowledge of our brand’s DNA. They were able to understand deeply how important customer experience has always been for us since the beginning of the Maison. They have demonstrated continuous collaboration and partnership. Their inputs have been impactful and pushed us to go even further in this period of extensive transformation that is happening in retail today.

Stephan Borczuch, Retail Training Director, Berluti

Bally

The reported insights have been very well done and gave us a very clear understanding of where we are and what we need to do next.

Laura Broughton, Head of Global Training, Bally

COS

We have been involved in the process to create a new strategy that works for where we are in our brand journey. There is a genuine interest in a collaborative process and constant improvement from the CXG side.

Paula Bricks

IWC

Our partnership with CXG has helped us take our client experience to the next level. They’ve helped us identify opportunities in the way we engage our guests and clients, including how we could better cater to Gen Z: Simple design, great content and clear takeaways. This is exactly what we needed!

Head of Retail Excellence, IWC

L’Oreal Luxe

L’Oréal’s partnership with CXG has enabled us to conduct experience measurement, focus group and market benchmarking research effectively and efficiently over the last five years. Thanks to CXG, we have worked hand-in-hand to conduct over 37,000 surveys and research studies. These have resulted in world-class findings to help our brands to constantly improve their customer experience systems and skillsets.

Patrick Liew

Join one of our communities

Join us as an evaluator

Effective research enables brands to understand their customers’ expectations, purchasing behaviors, and brand perceptions.
Our evaluators – or ‘undercover customers’ – enable us to gain these valuable insights, observing, interacting, and reporting on store data to enable us to identify potential gaps and develop strategies to bridge them.

Join us as a coach

Great customer experience starts with great employee experience. We partner with brands to design and deliver training, coaching and mentoring to managers and frontline teams, equipping them with the tools and competencies to deliver exceptional experiences, ensuring what happens on the shopfloor aligns with their overall CX strategy.

Join us as a consultant

Our clients are constantly evolving. Improving and changing their organizations in response to their customers’ changing needs. Our consultants work closely with clients to understand their needs and design tailor-made approaches and methodologies to address their unique challenges, maximize impact and drive change.

Talk to a CX expert

Learn more about CXG and how we partner with premium and luxury brands across the globe to transform customer experiences together.

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