What are the moments that matter, and how do you want your customers to feel? Define the experience.
CXG
Become more customer-centric. Design seamless brand experiences​ across all channels.
CXG
Align organization and KPIs to the new experience.
CXG
Transform your CX through insights, pragmatic experience and a robust roadmap.
CXG
CXG

Design and Deploy Experiences

Our clients are constantly evolving. Improving and changing their organizations, their strategies, their technologies, their products, their services, their people, in response to their customers’ changing needs. We partner with brands to support these transformations, at any stage of the journey.

How we help you

We work to understand your needs at any stage of their transformation, and design tailor-made methodologies to address the unique challenges you are facing. We have a practical, pragmatic approach, and provide actionable insights to maximize impact and drive change

Strategic consulting

We can help create your CX strategy to set the vision, direction and key drivers of your differentiated experience.

Customer-centric advisory

We advise on aligning your business to become more customer-centric by creating your business roadmap to get there.

Readiness assessment

We offer a range of CX and EX maturity assessments to assess your readiness for more rigorous CX transformation.

Customer listening

We talk to both customers and employees to truly evaluate the experiences your brand delivers.

Voice of the customer & voice of the employee

Through VoC and VoE surveys, we help to check the attitude and alignment of your people in delivering your CX vision.

Advanced analytics

We drive actionable and meaningful insights from your client and employee data. We can also benchmark elements with peers.

Business transformation

Through our services and solutions, we help proactive businesses transform their customer and employee experiences.

CX governance

We can help to draw up a bespoke governance framework to drive action and support accountability.

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

People Partnerships

Focus on relationships, experiences, and human connections.

Experience transformation is about being relevant and impactful in the hearts and minds of your customers. It is about delivering effortless and satisfying experiences, consistently, through motivated and engaged teams, supported by tailored coaching and training. Focus on relationships, not transactions. Experiences, not products. Build organizational structures that facilitate cross-functional collaboration and knowledge sharing, while leveraging the power of tech to enable better, informed and more human connections.

Vision Strategy

Don’t just think about your customers, you need to think like your customers.

In order to develop an effective CX transformation plan, it is essential to have a clear vision of the ideal CX future state that employees can commit to and engage with. A strong CX vision provides context and direction, while also inspiring and exciting both customers and colleagues. It guides how the CX plan is brought to life on-stage and off-stage, helping you to prioritise and align investments, develop tactics and define a strategy to achieve it.

Data Technology

Your ability to transform experiences is defined by the quality of the data on your customers and employees

Data provides more knowledge about behavior, experience, and business performance. Combined with customer feedback and sentiment, this information is the foundation for improvement. It’s essential to create a technical infrastructure that supports cross-functional operations and journey-focused CX management. Omnichannel and single touchpoint technology solutions are a key focus, whether they are engaging buyers online through e-commerce platforms, fostering seamless in-person customer encounters in store, or integrating online and offline brand experiences.

Brand Culture

Employee experience and organizational culture drive customer experience.

Transforming customer experience therefore means transforming employee experience as well. Does the current culture support or damage the delivery of your brand experience? Think about how you want your customers to feel, and create an internal culture around the same values. What are the key messages you want your employees to communicate about your brand? And how can you create an environment that supports them in delivering those messages?

Organisation Operations

Customer experience is a competence, not a function.

In transforming experiences, the aim is to engage ever more seamlessly with your customers. Your organization and operations need to be designed in a way that facilitates a smooth, consistent and joined-up-omnichannel experience. Think about what is having the greatest impact on your customer experience today. What needs to be done to simplify and change it? New off-stage processes and procedures should be created to drive collaboration and work across functional groups to deliver impactful client experiences.

Leadership Governance

Leading customer experience and employee experience is a C-suite activity.

It’s vital to consider what customer-centric mindset is needed to impact your on-stage customer experiences, and what needs to be done ‘off-stage’ to orchestrate the transformation. Getting this right means truly understanding your customers’ needs; having a clear vision of your CX vision and communicating it clearly and convincingly; bringing your CX strategies to life; and monitoring – and learning from – your performance. Sustainable transformation also needs a clear governance system for regular review, alignment and decision making.

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?

Transforming Experiences

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.

CXG

Let us partner for success.

Contact us and see how our CX transformation consultants can help.

Get in touch

How we help you

We work to understand your needs at any stage of their transformation, and design tailor-made methodologies to address the unique challenges you are facing. We have a practical, pragmatic approach, and provide actionable insights to maximize impact and drive change

Strategic consulting

CXG

Strategic consulting

We can help create your CX strategy to set the vision, direction and key drivers of your differentiated experience.

Customer-centric advisory

CXG

Customer-centric advisory

We advise on aligning your business to become more customer-centric by creating your business roadmap to get there.

Readiness assessment

CXG

Readiness assessment

We offer a range of CX and EX maturity assessments to assess your readiness for more rigorous CX transformation.

Customer listening

CXG

Customer listening

We talk to both customers and employees to truly evaluate the experiences your brand delivers.

Voice of the customer & voice of the employee

CXG

Voice of the customer & voice of the employee

Through VoC and VoE surveys, we help to check the attitude and alignment of your people in delivering your CX vision.

Advanced analytics

CXG

Advanced analytics

We drive actionable and meaningful insights from your client and employee data. We can also benchmark elements with peers.

Business transformation

CXG

Business transformation

Through our services and solutions, we help proactive businesses transform their customer and employee experiences.

CX governance

CXG

CX governance

We can help to draw up a bespoke governance framework to drive action and support accountability.

Contact Us


Some brands we work with

CXG

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

CXG

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

CXG

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

CXG

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

CXG

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

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