The 21st century marketplace is far more challenging than the mass markets of the past. Business models are changing. So is customer behaviour. Today’s customers are looking beyond the functional delivery of products or services, seeking something beyond even a cheap price. More than ever, they want brands they can trust and engage with emotionally. Are you delivering that?



As leaders in the customer experience field, we are often asked for our thoughts on what customers are doing and feeling in today’s experience-led economy. How issues like the environment and sustainability really affect the purchase decision and brand loyalty. Or how to manage customer grievances when even your best laid plans go wrong.

Here are some of our thought leadership articles, opinions and insights on customer issues that could well be affecting your business right now.

If you have a customer experience issue or question we can help with, please get in touch by calling +44 (0)1483 209 586 or email info@cgaexperience.com today.

Time Please - practical tips for using speed in customer experience design
07.08 - Rick Harris, Director of Insight,...

Please Forgive Me – Designing the Experience of “Getting It Wrong”
01.07 - Rick Harris, Director of Insight,...

Worth The Wait - Tips on dealing with queuing problems
21.06 - Rick Harris, Director of Insight,...

Learnings from Terminal 5 – How to Avoid A Bad Experience
14.05 - Rick Harris, Director of Insight,...