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
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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…
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A Channel-centric tracking of Customer Experience may compromise Client Centricity
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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…
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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…
Contact Us
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
