Train, coach, and activate CX insights for a memorable customer experience.
Stay ahead of the curve with our customer experience training programs.

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

We partner with you throughout any and at all stages of your learning journey.

From knowing to doing, and wherever you are today in your learning journey, we partner with you to close all gaps by providing tailor-made solutions that drive new mindset and behavioural 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, consistent omnichannel CX architectures that reflect your brand’s DNA and address your customers’ expectations. The CX Signature supports the brand by refining and articulating a customer experience​ that is coherent across key touch-points and​ geographies. A CX signature that is differentiating, unique and consistent with​ your brand’s DNA drives customers delight and loyalty. We help you create the signature that resonates with your current and targeted customers at global and local levels.

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 well reinforces the importance of delivering an emotional Customer Experience, develops client-centric mindsets, and increases the knowledge and confidence in the Customer Experience Evaluation (CXE) program and tools.

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 to frontline teams including selling techniques, TTT, clienteling, sustainability, leadership, retail management, cultural and generational diversity, and more.

Coach to Change and Transform

Elevate your people, from front-line team to management, and anchor CX changes. Coaching is the key for sustainable change. We complete our training approach with coaching with programs such as personal One-To-One coaching sessions, team collective coaching programs, Coach the Coach solutions.

How we help you

The skills of front line staff have never been more important. Employees today want to know what they are doing and why they are doing it. They work to learn. Successful organizations ensure their employees are always learning to keep them agile and engaged.

Retail audit and assessment

We examine your business to understand your needs through a retail and leadership approach, mapping behaviour mapping, best practices and identifying root causes.

Skills training to build relationships

Change mindsets by embedding behaviors that drive true change. We help you scale your CX, communication and relationship capabilities.

Skills training for online and distance customer experience

Connecting and serving clients at every touchpoint is essential in a post-pandemic world, whether it’s impactful storytelling online, or the power of the voice during a CX call.

Signature experience design

Generate repeat business, loyalty and differentiate your brand and products with innovative and distinctive experiences that reflect your customers’ values.

Retail leadership empowerment

Transition to retail management and lead change by developing the talent of your managers, empowering them to become inspiring coaches and leaders.

Let’s partner to create a successful CX story!

Get in Touch

Transform Your Retail Team

Mindset Changes

Not all staff team members are equally ready to perform at the level that luxury customers demand. We help employees break out of their old mindsets to see in new ways what the customer-staff relationship can be.

Management Changes

The power of your cultural patterns and management practices cannot be over-estimated. People cannot change their behavior if the systems in which they work will not allow it. We must understand and shift the work environment to accommodate and support the new competency model.

Behavioral Changes

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.

Our Academy Training Solutions

The skills of front line staff have never been more important. Employees today want to know what they are doing and why they are doing it. They work to learn. Successful organizations ensure their employees are always learning to keep them agile and engaged.

Retail audit and assessment

Retail audit and assessment

We examine your business to understand your needs through a retail and leadership approach, mapping behaviour mapping, best practices and identifying root causes.

Skills training to build relationships

Skills training to build relationships

Change mindsets by embedding behaviors that drive true change. We help you scale your CX, communication and relationship capabilities.

Skills training for online and distance customer experience

Skills training for online and distance customer experience

Connecting and serving clients at every touchpoint is essential in a post-pandemic world, whether it’s impactful storytelling online, or the power of the voice during a CX call.

Signature experience design

Signature experience design

Generate repeat business, loyalty and differentiate your brand and products with innovative and distinctive experiences that reflect your customers’ values.

Retail leadership empowerment

Retail leadership empowerment

Transition to retail management and lead change by developing the talent of your managers, empowering them to become inspiring coaches and leaders.

Interested in our training solutions?

Get in Touch

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

Ruixing

我们与 CXG 合作已经两年多了,总体上我们非常满意。 第一:问卷设计非常专业,利用奢侈品行业数据研究消费者喜好,跟踪购物习惯设计问卷。 第二; 月报非常及时,有任何问题,负责人都会认真、及时地处理。 报告反馈的时间和内容非常令人满意,这对我们日常管理员工的服务有很大帮助。 第三; 培训计划针对我们员工的弱点。很值得推荐。

培训主管, Ruixing

Some brands we partner with

Transform your employee experience.

Contact us and see how our experts can help your teams develop a customer centric CX mindset.

Let’s discuss