Academy
Train, coach, and activate CX insights for a memorable customer experience.
Stay ahead of the curve with our customer experience training programs.
Discover our Activation Workshops
Our Activation Workshops serve as a conduit for your team’s CXE growth, transforming theory into impactful practice. Explore the following key components of our workshops, designed to ensure your success and transform your CX strategy.
About The Academy
We partner with premium and luxury brands to train and coach leadership, management, and front-line teams to deliver exceptional experiences.
Luxury Customers expect highly personalized and unique experiences and this requires engaged, empowered and trained brand ambassadors. We believe that developing high performance in individuals or teams, and empowering people with a sense of purpose in what they do within challenging environments is what impacts businesses.
We help brands move from transactional experiences to delivering meaningful moments.
100+
Programs
50,000+
People Trained
200+
Luxury Brands Impacted
50+
Consultants
How We Help You Transform Your Teams into Client Centric Experts
Successful organizations understand the importance of well onboarded and trained client-facing teams that stay agile, empowered, and engaged. Our tailored training solutions help you elevate your front-line staff’s skills, so they can create meaningful client interactions and leave lasting impressions. We empower your teams with new sets of soft skills to connect with clients and deliver memorable experiences. Our effective training transforms your staff by fully equipping them with the “what”, “why”, and “how” of client engagement.
Retail Store Audit and Assessment
Retail Store Audit and Assessment
Achieve consistency in luxury standards with retail store health audits focusing on 3 main dimensions: client experience, business & KPIs, team & management.
Selling Skills
Selling Skills
Reinforce your teams’ hard and soft selling skills to deliver a more client-centric experience.
Clienteling
Clienteling
Create, activate and nurture the bond with your clients. Build clienteling strategies and learn portfolio management for impactful and meaningful clienteling actions.
CX and NPS Workshops
CX and NPS Workshops
Leverage your CX KPIs to move from “problem finders” to “problem solvers” and turn data into concrete action plans.
Signature Experience Design
Signature Experience Design
Bring consistency and alignment at all touch points in the way your brand engages with your clients. Boost conversions, repeat business and build brand loyalty.
Retail Management/Leadership
Retail Management/Leadership
Bring a comprehensive skill set to all levels of in-store management with the agility to achieve business, luxury and operational sense. Develop them to be true CX leaders.
Omnichannel/Distant selling
Omnichannel/Distant selling
Being able to deliver a memorable client journey & connect with clients at every touchpoint is essential in a post-pandemic world.
Coaching
Coaching
Anchoring mindset and behavioural changes throughout various forms of coaching is a key milestone in a CX transformation journey.
Let our CX transformation learning experts help write your success story. Contact us to learn more.
This is How We Do It!
Assess, design, activate, train, coach! No matter at which stage your brand is in the present, we partner with you throughout any and all stages of your learning journey. We address your client experience challenges by leveraging our deep industry knowledge, strong retail and omnichannel expertise, and innovative approach to learning. We craft elevated, client-centric journeys by providing tailor-made solutions that drive mindset and behavioral changes.
Assess Omnichannel CX Ecosystems
Understand your on-stage and off-stage CX through in-store health audit, people assessment and a review of existing brand materials and tools. We aid in conducting a 360 assessment, beginning with retail management, to customer experience and business and clienteling.
Retail Management: For a deeper understanding of operational and managerial competencies and team dynamics.
Customer Experience: We observe the customer journey, in-store engagement, bond-building processes from the retail expert perspective.
Business and Clienteling: Conducting and understanding business data analysis such as CRM, digital tools, store development plan and market knowledge.
Design Signature Experiences
Draw distinctive, seamless and emotionally led experiences consistent across all channels.
The signature experience is an intangible framework to deepen and enrich each experience, taking the client on an inspiring journey with the brand, its history, purpose and values. It will define the key moments that matter to our clients and help your Brand Ambassadors understand what is expected of them.
Activate and Leverage CX Performance
Onboard and empower your teams to drive CX indicators through workshops that initiate mindset change, foster new behaviors and result in quick wins. An activation done right reinforces the importance of delivering an emotional customer experience, develops client-centric mindsets and positively impacts KPIs. In a nutshell its helps move from “problem finder” to “problem solver”.
Train Client-Facing Teams
Develop your client –facing teams’ competencies through customized training programs that address your specific customer experience challenges. We deliver a range of training programs specifically designed for frontline teams- from your area managers, store managers, customer service teams -to your brand ambassadors. Our field of expertise covers leadership & management, retail business performance & KPIs, client journey, selling skills, clienteling, emotional engagement, and “train the trainer” modules.
Coach to Change and Transform
Elevate your people, from the front-line team to management, and anchor CX changes. Coaching is the key to sustainable change. We complete our training approach with coaching programs offering both personal one-to-one sessions and collective team sessions. Coach the Coach solutions are also available to reinforce managers’ coaching posture and skill set. This extensive offer is complemented by our Coaching Centre on our CXG App.
Transform Your Retail Team
Mindset Change
We help staff members reach the level of performance that luxury customers demand by changing their mindset and enhancing their perspective on the customer-staff relationship.
Management Change
Your management practices and culture greatly impact behavior change. To enable new competencies, shift the work environment to accommodate and support.
Behavioral Change
We help your people to close the gap from knowing to doing. Our approach bridges from classroom to the ‘live’ daily working environment. We seek to embed the behaviors that drive true change.
No cookie-cutter approach here. Let’s tailor a solution, just for you!
Do you have a topic in mind? Tell us about it and we might be able to co-create it!
We are constantly challenging ourselves to improve the way we deliver our solutions. This means exploring new ideas and partnering with clients to design innovative solutions. So, if you’ve looked over our solutions and haven’t found what you’re look for, reach out. We welcome your suggestions and look forward to co-creating solutions that meet your unique needs.
Some brands we work with
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 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
Bally
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
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, COS
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
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
