Isabelle Damour as New Executive Vice President of Academy
Isabelle leads the next growth chapter for the Academy at CXG, futhering its purpose to help client-facing teams adapt to the fast-moving consumer landscape.
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
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?
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.
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.
Watch our Brand Film
Let us partner for success.
Contact us and see how we can help your experience transformation goals.
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Some brands we partner with
Despite our complexity, CXG had a perfect knowledge of our brand’s DNA. They were able to understand deeply how important customer experience has been always important 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, International Retail Training Director, Berluti
The reports are very well done and give us a very clear understanding of where we are and what we need to do next.
– Laura Broughton, Head of Global Training, Bally
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, COS
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’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.
Come and visit us. We would love to have a drink with you.
- How can we help you?
- I have a business enquiry.
- I’m an evaluator who needs assistance.