Design and optimize voice of the customer and voice of the frontline teams programs.
Understand where your CX stands within your competitive landscape.
Identify quick-wins to quickly boost your business and retail KPIs.
Measuring customer experience enables brands to understand what is working well and what can be improved. Analyzing feedback from staff and customers provides actionable insights for developing an effective, 360-degree customer-centric culture.
How we help you
We use our proprietary CX indices to assess customer experience and engage your teams in a virtuous circle of improvement.
Holistic diagnosis of your CX
Most brands need a full assessment of their customer experience to set up their transformation roadmap effectively.
Voice of the Team
Analyze how your frontline teams are set up to deliver a compelling customer experience.
CX evaluation by channel
The first step to a seamless omnichannel experience is to master every channel individually.
CX evaluation measuring omnichannel journeys
Measuring the customer experience on specific omnichannel journeys.
CX programs
Assess the effectiveness of your clienteling practices and outreaches
Social listening for CX feedback
Scraping the web to ensure customer feedback is directed to your teams.
Voice of the customer (VoC)
Survey of customers who engaged with the brand very recently across any channel.
Store intercepts
Interviews with customers leaving a physical store to identify purchase triggers and barriers.
Hybrid CXE and VoC solutions
We help brands create a full synergy between your VoC program (the ‘what’) and your CX program (the ‘how’).
Elevate your customer experience.
Contact us and see how our measurement experts can help you better understand your customers.
How we help you
We use our proprietary CX indices to assess customer experience and engage your teams in a virtuous circle of improvement.
Holistic diagnosis of your CX
Holistic diagnosis of your CX
Most brands need a full assessment of their customer experience to set up their transformation roadmap effectively.
Voice of the Team
Voice of the Team
Analyze how your frontline teams are set up to deliver a compelling customer experience.
CX evaluation by channel
CX evaluation by channel
The first step to a seamless omnichannel experience is to master every channel individually.
CX evaluation measuring omnichannel journeys
CX evaluation measuring omnichannel journeys
Measuring the customer experience on specific omnichannel journeys.
CX programs
CX programs
Assess the effectiveness of your clienteling practices and outreaches
Social listening for CX feedback
Social listening for CX feedback
Scraping the web to ensure customer feedback is directed to your teams.
Voice of the customer (VoC)
Voice of the customer (VoC)
Survey of customers who engaged with the brand very recently across any channel.
Store intercepts
Store intercepts
Interviews with customers leaving a physical store to identify purchase triggers and barriers.
Hybrid CXE and VoC solutions
Hybrid CXE and VoC solutions
We help brands create a full synergy between your VoC program (the ‘what’) and your CX program (the ‘how’).
Related Insights
Press Release
CXG and Trust-Place Join Forces on Digital Ownership
Trust-Place, the French Digital ownership specialist, and CXG the leading global Customer Experience consultancy firm for premium and luxury…
Reports and Case Studies
Case Study: Versace Summary
Learn more about how Versace transformed their CX and watched their sales across all pilot stores soar, with results…
Thoughts and Perspectives
The Great Resignation: Crisis or Opportunity for Luxury Retail?
Despite being challenging, the great resignation offers an opportunity to rethink strategies and redefine company cultures that meet the…
Thoughts and Perspectives
A Channel-centric tracking of Customer Experience may compromise Client Centricity
Measuring Customer Experience by Channel Negates Client Centricity Two-thirds of consumers say their omni-channel experience is inconsistent. How can luxury…
Thoughts and Perspectives
Drop Anonymity for a Powerful Benchmark
Drop anonymity for more powerful benchmarking Is removing anonymity in benchmarking the solution for more meaningful analysis and, ultimately, better…
Thoughts and Perspectives
Increasing Productivity and the Power of Coaching and Feedback Conversations
Increase productivity through better coaching and feedback All managers are coaches – but not all realise it and even fewer…
Some brands we partner with
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