We help premium and luxury brands transform experiences for meaningful impact.
Bring your brand promises to life
With a network of 170+ customer experience experts across 70 countries, we help brands evaluate the experiences they deliver, and work with them to develop programs that support a strong experience and business culture.
200+ luxury clients
Specializing in luxury and premium brands, we are experts in affluent customer behavior and insights.
We close the gap between your brand promise and your brand delivery
Many brands operate without understanding what their customers experience, how their teams are delivering the experience, and what they really want their customers to feel. Let us help you discover where your CX stands now, versus where you aim to be. Together, we can implement and achieve measurable results.
We provide a full CX solution framework.
We offer an end-to-end CX transformation framework, through our four in-house practices: research, consulting and transformation, measurement, and our academy.
Research enables brands to understand their customers’ expectations, behaviors, and perceptions.Explore how we can help you
Measuring CX enables brands to understand what works and what can be improved.Explore how we can help you
We design and deliver training, coaching and mentoring to managers and frontline teams.Explore how we can help you
Consulting and transformation
We partner with our clients as they transform their businesses to deliver more value.Explore how we can help you
Bring your brand promises to life
Our Global Presence
Founded in China in 2006, our story started with two entrepreneurs. Today, we’re very proud to be a global business: from Shanghai to Paris, we have 12 offices, we operate across four continents in 70 countries and are home to over 160 professionals from around the world.
1507 Smart Heights Building, Barsha Heights PO Box 390465, Dubai, UAE
971 (0) 54 878 8758Connect Now
Room 1403, 14th Floor, Fu Fai Commercial Centre, 27 Hillier Street, Sheung Wan, Hong Kong SAR
852 3767-5400Connect Now
231 Vauxhall Bridge Rd London SW1V 1AConnect Now
127254 , Russia, Moscow, Ogorodniy proezd 14, office 15.Connect Now
150 West 28th Street, Suite 1101, New York, NY 10001, USA
852 3767-5400Connect Now
28 rue de Châteaudun 75009 Paris France
33 6 75 46 96 76Connect Now
503 Naruteo-ro 10-gil 29, Seocho-gu, Seoul, Republic of Korea
82 2 511 8851Connect Now
Room 8-C&D, No. 121 Yanping Road, Jingan District, Shanghai, People’s Republic of China
86 021 5407 5231Connect Now
5 Shenton Way, UIC Building #10/11-01, 068808 SingaporeConnect Now
Room C06, 15F, No.159, Keelung Rd, Xinyi Dist. Taipei City, 11070, Taiwan Region
886 2 2659 1006Connect Now
3rd Floor, Touwa Nihonbashi Koamicho Bldg, 17-18 Nihonbashi Koamicho, Chuo-ku, Tokyo, 103-0016, Japan.
years of experience
Our business is built on people – our own, our clients’ and their customers. Our team has decades of experience in the premium and luxury industry, helping brands to understand people, elevate customer experience, and build strong, long-lasting customer relationships.
Chief Executive Officer
Fabrice Tavel besson
EVP Customer Insights
Hong Kong Office
Chief Customer Officer
Georges Al Feghali
EVP Consulting & Transformation
Craig Trevor Lee
EVP Thought Leadership
Joanna Abou Jaoude
Chief Marketing Officer
Chief Financial Officer
Marine Debatte K
EVP Community Engagement
EVP Innovation & Solutions
Hong Kong Office
Chief Technology Officer
Chief People Officer
The CXG Advisory Board is composed of five highly respected leaders in the luxury industry: Yseulys Costes, François Delage, Frédéric de Narp, François Léauté and Lina Ly. With their combined expertise and experience, our Advisory Board acts as an external voice, challenging ideas, supporting our strategy and opening doors through their influence and networks.
CEO at Numberly (1000mercis Group)
Yseulys is the CEO of Numberly (1000mercis), a marketing technology company that operates in over 40 countries. In 2019, Costes was named as one of 40 French Forbes Women who embody success and excellence. Today, she is also a member of the Kering Board of Directors, Groupe SEB, and the Strategic Council of the City of Paris.
Founder at Delage Private Office
François has more than 20 years’ experience in strategic leadership and brand development in the luxury industry. He has held executive positions at Louis Vuitton and De Beers. His strong branding, marketing, and omnichannel skills are bolstered by extensive financial and operational expertise.
Frederic de Narp
Co-Founder and CEO at LUXIMPACT
Frederic has three decades experience in the luxury sector as CEO of brands including Cartier, Harry Winston, and Bally. In 2020, he founded Luximpact to relaunch French historical luxury brands. Today, he leads the holding company in implementing its 360-degree sustainable and ethical strategy.
President at FLGA
François is an expert in customer experience and client satisfaction. He is a member of the advisory board of major brands including Barnes and Autobac. He worked with Publicis for 11 years and in 1997 founded DMS (Dynamic Mystery Shopping), a pioneer in customer experience measurement that was acquired by the BVA group in 2013.
Managing Director Asia Pacific at L’Occitane Group
Lina is a retail change management and digital transformation specialist with over 20 years’ experience in APAC, including 12 years in China. As a native Chinese French national, she has a unique insight into both the European and Asian markets. Lina is an expert in the premium and luxury beauty sector and has worked with iconic brands including Chanel, L’Oréal Luxury and L’Occitane.
We have come a long way since securing our first client in 2006. To understand the business we have become, it’s helpful to understand where we started – and what makes us into the business we are today.
Chapter 1: Open for business – 2005-2006
Our story begins in Shanghai, China, in 2005. While shopping in a high-end mall, Christophe Caïs saw a gap between what the luxury brands were aiming to deliver and what was actually happening in the stores. He saw an opportunity to help luxury brands deliver a better customer experience through a deeper understanding of their customers. Albatross was born, specializing in CX measurement. In 2006, Albatross won its first client – Benetton Sisley.
Chapter 2: Expansion in Asia – 2007-2010
After our first satisfied client, referrals and word of mouth grew. Albatross started winning contracts across China and APAC. We rapidly opened offices in Beijing and Guangzhou, followed by Hong Kong, Tokyo, Seoul, Taipei and Singapore.
Chapter 3: Supporting CX implementation – 2010
Our CX measurement solutions provided many practical, actionable insights to our clients, but we noticed they sometimes had trouble implementing them. In 2010, we launched Face2Face, a specialist CX training business to help luxury brands deliver richer programs to enhance the CX competence of their retail managers and staff.
Chapter 4: Global expansion – 2010-2013
By the 2010s, we were expanding into Europe to be closer to our clients’ key decision makers and their brands internationally. We opened new group offices in Paris, followed by London, Moscow and New York. A large on-going project in the UAE brought us to Dubai, where we discovered a vibrant, business-friendly city, ideally located between the North American, European and APAC markets. We decided to make Dubai our headquarters, where support functions and the executive team are based.
Chapter 5: Deepening understanding – 2016
The closer we got to our clients, the more we realized that many do not fully understand their customers beyond the transactional interactions they have with their brands. We created Wisely Insights, a boutique consumer research agency, to help clients fully understand luxury and premium brand customers, highlighting potential gaps and providing practical guidance on how best to address them.
Chapter 6: Customer Experience Group is born – 2017
As our client relationships developed, we realized we needed to unify our solutions into a stronger, more united proposition – the Customer Experience Group. We wanted to be seen as a strategic partner that could guide clients on their journey and help them find new solutions to the problems they were facing.
Chapter 7: CXG – One name, one company, one brand – 2021
As the Covid-19 pandemic impacted the retail sector, we took the opportunity to strategically review our clients’ evolving needs, as well as our business and the way we operated. CXG was born. One name. One brand. One vision to become the preferred customer experience transformation partner for premium and luxury brands. Our journey continues.
In all we do, we are guided by four key brand principles. These drive our behaviors and enable us to achieve our purpose to transform customer experiences and create meaningful impact for our clients.
We believe the most impactful and memorable experiences are those that are most personal and human.
We believe the best route to long-term success is through close partnerships with our colleagues, our clients and our communities.
We believe customer experience is the driver of high impact brands and high-performing businesses.
We believe in the power of simplicity as the secret to sustainable, high quality performance.
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