Design and optimize voice of the customer and voice of the frontline teams programs​.
CXG
Turn data into insights and guide your teams with actionable recommendations.
Understand where your CX stands within your competitive landscape.
CXG
Identify quick-wins to quickly boost your business and retail KPIs.
CXG
CXG

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.

Let’s talk

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

CXG

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

CXG

Voice of the Team

Analyze how your frontline teams are set up to deliver a compelling customer experience.

CX evaluation by channel

CXG

CX evaluation by channel

The first step to a seamless omnichannel experience is to master every channel individually.

CX evaluation measuring omnichannel journeys

CXG

CX evaluation measuring omnichannel journeys

Measuring the customer experience on specific omnichannel journeys.

CX programs

CXG

CX programs

Assess the effectiveness of your clienteling practices and outreaches

Social listening for CX feedback

CXG

Social listening for CX feedback

Scraping the web to ensure customer feedback is directed to your teams.

Voice of the customer (VoC)

CXG

Voice of the customer (VoC)

Survey of customers who engaged with the brand very recently across any channel.

Store intercepts

CXG

Store intercepts

Interviews with customers leaving a physical store to identify purchase triggers and barriers.

Hybrid CXE and VoC solutions

CXG

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

CXG

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…

Read More
CXG

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…

Read More
CXG

Thoughts and Perspectives

Channel-Centric Tracking of CX Compromises Client Centricity

Measuring Customer Experience by Channel Negates Client Centricity Two-thirds of consumers say their omni-channel experience is inconsistent. How can luxury…

Read More
CXG

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…

Read More
CXG

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…

Read More

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

CXG
CXG
CXG
CXG
CXG
CXG
CXG
CXG
CXG
CXG
CXG
CXG
CXG
CXG
CXG
CXG
CXG
CXG
CXG
CXG
CXG
CXG
CXG
CXG
CXG
CXG
CXG
CXG
CXG