We help you discover what kinds of experience your customers will value – what kind of ‘journey’ through your business will engage them in the most effective way. Through doing this, we turn them into trusting supporters of your brand, in a world where increased choice is eroding loyalty and increasing customer churn.



CGA offers advice, insight and solutions on your entire customer engagement universe – and in this way helps transform it into one of your biggest business assets.

We focus on answering five core questions for clients:

1. What Is Customer Experience?


2. What Value does Customer Experience have for my organisation?


3. What Experiences Do Your Customers Want?


4. So can I improve the value of our Experience for customers?


5. How can I implement a new Customer Experience into the business?

Experience Roadmapping™ starts with a hard look at your company today, examines various scenarios for business success, and then maps how and where customer experience can contribute. We will provide you with a clear ‘roadmap’ with milestones that define each development phase from pilot through to rollout, making it measurable, manageable and attainable.

Our innovative Customer Heartbeat™ technique allows us to pinpoint precisely what your customers want. It traces their every step, and monitors how they feel at each interaction. From this, we can see where they are happy, and where we need to improve their experience. The process includes a clear guide to communicating with customers, implementing changes and measuring their effect, to ensure you consistently deliver an experience to delight the customer at every point.

“The impact has been great and CGA’s work has become installed in our vocabulary. The work has made a valuable contribution to the business and surpassed our expectations.”
Ken Lee, Group Marketing Director - Inchcape

To find out what CGA could do for your business, call +44 (0)1483 209 586 or email info@cgaexperience.com today.