Unlocking the Full Potential of Your VoC. This is Our Mission!
Fragmented feedback, siloed insights – your VoC program deserves better.

Whether you’re just starting your Voice of the Customer journey or have a decade of experience, we align it with your business goals, bridge the gaps, turning your data into actionable insights. Not just for your VoC program sponsors but all your teams.

Do You Have a Voice of the Customer (VoC) Program Tailored for your Luxury Brand?

In the dynamic world of luxury, understanding your clientele is more crucial than ever. A well-structured Voice of the Customer (VoC) program can be your foundation in achieving this deep understanding. By actively collecting and analyzing feedback from various channels, including in-store evaluations, surveys, and social media, a VoC program helps you identify opportunities to improve and areas needing attention.

But it’s more than just collecting data; it’s about thoroughly analyzing the feedback to turn it into actionable insights. Following this, it’s devising strategies that promote growth and increase customer satisfaction. This ongoing cycle of listening, adapting, and delivering is key to nurturing a brand that not only resonates with your customers but is also attuned to their evolving needs and preferences.

Don’t just meet but exceed your customers’ expectations, foster loyalty, and steer your brand to new heights!

Connect Customer Experience With Your KPIs

Isolating customer experience from your business KPIs leaves you flying blind. By connecting the two, you unlock insights that reveal what truly drives your topline performance.

Our Voice of the Customer (VoC) Solutions​

Forget one-size-fits-all. Luxury brands demand exceptional CX. That’s why our Voice of the Customer (VoC) solutions are designed to cater to the unique needs of luxury brands. We achieve this by using a combination of solutions including Customer Experience Evaluation (CXE), NPS Measurement and Opitmization, Voice of the Team (VoT), and VoC Program Design. Discover them below.

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VoC Program Design

Our program advises your brand in designing or revamping your VoC program, tackling vision, identity, its operating model, scope of data, and learning how insights drive actions.

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Customer Experience Evaluation (CXE)

Measure customer satisfaction and identify the gaps between customers’ expectations and brand delivery with the help of our select network of Client Evaluators.

Check Our CXE Program
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NPS Measurement and Optimization

A powerful VoC survey platform and solution allowing you to easily capture customer feedback and to take the right actions at the right time.

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Voice of the Team (VoT)

Our VoT helps retailers take the pulse of their frontline teams to identify and enhance the key factors that enable Advisors to provide an outstanding Client Experience.

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Looking for tailor-made solutions? We’ve got them.

Let’s Co-Create

We have an omnichannel approach to all our solutions.

We support your brand in mapping out your customer journey comprehensively, ensuring every touchpoint is accounted for without overlooking any blind spots. We then help you develop customized evaluation methodologies and metrics to optimize your customer journey, addressing all stakeholders and fostering collaboration across segmented departments or teams to deliver a cohesive experience. We approach this challenge practically with a change management mindset, delivering personalized solutions to each brand’s unique journey.

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Retail Stores

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E-Commerce

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Contact Center

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Social Channels

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& More

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Is your existing VoC Program delivering the intended impact?

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Our VoC program doesn’t just place the emphasis on your customers, it also places your people at the center.

At CXG, we are obsessed with the idea that a comprehensive VoC program must create value for both your customers and internal stakeholders. To achieve this, we engage your teams through kick-offs and workshops, provide them with the necessary tools through activation workshops for CXE & NPS, offer the CXG Connect App with Coaching Center, and even assist with rewards and incentives.

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Meet Our Experts

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Clement Barthelemy

EVP Measurement Paris Office

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Polina Sallee

Head of Sustainability London Office

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Thibaut Fromageau

Chief Customer Officer Dubai Office

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Cindy Zhang

Regional VP Mainland China Shanghai Office

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Pieter Honig

VP of Data Science Dubai Office

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Marie Dubiez

Regional VP Europe Paris Office

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Jean Batiste Calais

Regional VP SEA and Oceania Singapore Office

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Renata Hamou

Global Head of Customer Success Performance Paris Office

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Dabei Lu

Senior Customer Success Manager Hong Kong Office

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Jaiyu Liu

Senior Customer Success Manager Shanghai Office

How we help you

We use our proprietary CX indices to assess customer experience and engage your teams in a virtuous circle of improvement.

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Holistic diagnosis of your CX

Most brands need a full assessment of their customer experience to set up their transformation roadmap effectively.

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Voice of the Team

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

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CX evaluation by channel

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

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CX evaluation measuring omnichannel journeys

Measuring the customer experience on specific omnichannel journeys.

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CX programs

Assess the effectiveness of your clienteling practices and outreaches

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Social listening for CX feedback

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

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Voice of the customer (VoC)

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

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Store intercepts

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

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Hybrid CXE and VoC solutions

We help brands create a full synergy between your VoC program (the ‘what’) and your CX program (the ‘how’).

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