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.
From transactions to strong brand and customer centricity
Premium and luxury brands operate in a reshaped world. Omnichannel, sustainability, Gen Z, China are just some of the key trends impacting the luxury brand environment. To thrive in this changing market, from being product, transaction and marketing focused, brands will need to become more client-centric and experience led. CX is transforming.
What we do
We believe in partnering with you at every and any stage of your CX transformation journey, while providing insights, consulting and actionable advice along the way.
Performance and impact are always what drive us.
How we help you
Understand your customers through our unique insights, research, data and measurement. Create impact and drive performance to enhance both your customer and employee experiences. We provide pragmatic and actionable insights, and support their implementation through our capabilities and solutions. We deliver our services through four main practices.
Understand and benchmark
Research enables brands to understand their customers’ expectations, behaviors, and perceptions.
Measure and analyze
Measuring CX enables brands to understand what works and what can be improved.
Train, coach and mentor
Training, coaching and mentoring teams enable brands to deliver consistent and exceptional experiences.
Consulting and transformation
Design and deploy experiences
Defining a customer-centric CX roadmap and designing differentiated experiences enables brands to create more value.
What can we do in your industry?
Having worked with over 200+ premium and luxury brands in the past 15 years, we pride ourselves on being real experts of affluent customers behavior and insights. We partner with proactive and dynamic brands across our core sectors: fashion, cosmetics, watches, and jewelry. We also have a growing presence in the automotive, hospitality and lifestyle sectors.
Evolve and elevate your CX.
Contact us to learn how we can take your brand experience to the next level.
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.
Room 1403, 14th Floor, Fu Fai Commercial Centre, 27 Hillier Street, Sheung Wan, Hong Kong SARConnect Now
Room 8-C&D, No. 121 Yanping Road, Jingan District, Shanghai, People’s Republic of ChinaConnect Now
Room C06, 15F, No.159, Keelung Rd, Xinyi Dist. Taipei City, 11070, Taiwan RegionConnect Now
3rd Floor, Touwa Nihonbashi Koamicho Bldg, 17-18 Nihonbashi Koamicho, Chuo-ku, Tokyo, 103-0016, Japan.Connect Now
Years of experience in CX
Premium & Luxury brands
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
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