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Meet CXG
Discover the CXG ecosystem, where customer experience strategies and applications drive transformative growth for your brand.
Key Themes 2026
A report on key themes driving the future luxury market in 2026 and beyond.
The Loyalty Code
Mastering The Art of Lasting Engagement From Aspirational to HNW Client Segments
customer experience partner
for luxury brands around the globe.
Strategy & Transformation
Our Strategy and Transformation approach offers pragmatic strategies and tailored solutions to address the unique CX challenges of luxury brands, driving meaningful transformation and lasting impact
Customer & CX Diagnosis
Data-driven performance research (customer insights, VoC, CX measurement, omnichannel journeys).
Training, Workshops & Coaching
Empowering individuals for collective growth from the ground-up (academy, team management).
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Latest Insights
Thoughts and Perspectives
Luxury and the Long View
I. The Paradox of Permanence We have been working in luxury customer experience for twenty years. In that time, we have sat across from brand presidents navigating SARS, the global financial collapse, geopolitical upheaval, and a pandemic that shuttered…
In the Press, Thoughts and Perspectives
Luxury Seeks a Return to Growth in 2026
Originally Published in French in Stratégies and La Tribune. After a marked slowdown over the past two to three years, driven by price hikes, weaker creative momentum, and China’s slowdown, the luxury sector is hoping to navigate geopolitical instability…
In the Press, Thoughts and Perspectives
Luxury Must Return to Its Fundamentals
Originally Published in French in Journal Du Luxe. In a context of increasing polarization in the luxury market and a profound reshaping of its customer base, luxury houses are being forced to rethink their fundamentals. In this interview, Christophe…
In the Press, Thoughts and Perspectives
The Biggest Mistake in Luxury is Trying to Sell
Originally Published in French for Culture Élite. CXG, the global leader in customer experience consulting for the luxury sector, has just released its new annual study on luxury market trends 2026: “Key Themes Driving the Future Luxury Market, 2026…
In the Press, Thoughts and Perspectives
Are Very Important Clients (VICs) the Future of Luxury?
Originally Published in French in L’opinion. Major luxury Maisons place, significant reliance on their Very Important Clients (VICs) and have become overly dependent on them. At the same time, accessible luxury is suffering in the current economic climate. Fortunately,…