CGA Experience

15/09/2025

Just a couple of days to go until Marketing Summit Budapest.

We are looking forward to joining Tom Allder from International Personal Finance (IPF) on stage to explore a big question for every business today:

How do we balance automation with empathy to create digital transformation that truly connects with customers?

At CGA, we have seen first-hand through our partnership with IPF that when you embed customer promises into everyday decisions, the results are powerful: stronger growth, greater efficiency and more meaningful customer relationships.

We cannot wait to share the story and hear from other leaders shaping the future of marketing.

📅 See you on 18 September in Budapest!

➡️www.marketingsummitbudapest.com

12/09/2025

📣 New Video Launch: How CGA Transforms Customer Experience

At CGA, we help organisations put customers at the heart of the strategy. Every business is different, so we create tailored journeys that uncover insights, build capabilities and design standout experiences that drive loyalty and growth.
In our new video, discover how our proven tools support every stage of your customer-centric journey.

With 25 years’ experience, we are here to make your journey to customer centricity a success.

🎬 Watch the full video here: https://youtu.be/X3oa08pnjD8?feature=shared

At CGA, we help organisations put customers at the heart of everything they do. Every business is different, so we create tailored customer experience transf...

01/09/2025

Our CEO, Chris Garthwaite is excited to be speaking at the Marketing Summit Budapest alongside our client, Tom Allder, Chief Marketing Officer at International Personal Finance (known locally as Provident).

Together, we will share how IPF’s transformational journey struck the right balance between automation and empathy under the theme Humanising Digital.

Hosted by the Hungarian Marketing Association, this summit equips leaders to navigate today’s marketing, communication and business challenges and enables them to implement the latest technological solutions effectively.

📅 Join us on 18 September at Marketing Summit Budapest!
👉 www.marketingsummitbudapest.com

We believe in the power of marketing!

25/06/2025

Has your business lost the human touch? Has your adoption of automation and technology come with a heavy price tag - unhappy, frustrated customers who just want to talk to a human being?

Join us for our free webinar to learn how to strike the perfect balance between automation and empathy. Register now ⬇️
3cf42993-cbbd-4e26-b754-000d5450ae17@4b88c780-aa52-407f-9192-17ad9c0d523d" rel="ugc" target="_blank">https://events.teams.microsoft.com/event/3cf42993-cbbd-4e26-b754-000d5450ae17@4b88c780-aa52-407f-9192-17ad9c0d523d

📣 Webinar

HUMANISING DIGITAL
Balancing automation and empathy in the customer experience landscape

Presented by Chris Garthwaite, CEO, CGA Experience

11am BST Wednesday 2nd July 2025

45 minutes plus Q&A

18/06/2025

🎉 Celebrating 24 Years of CX Excellence

At CGA, we’ve spent over two decades helping organisations put customers at the heart of their business.

To mark our 24th anniversary, we’re sharing 24 key lessons we’ve learned along the way — from empathy to ethical CX, from tech to trust.

Read the full article here: https://www.cgaexperience.com/2025/06/18/celebrating-24-years-of-cx-excellence-24-lessons-weve-learned/

17/06/2025

Automation, AI, algorithms. Brilliant for efficiency and personalisation, but what about your customers? What kind of experience are they getting? And do they really like dealing with companies that have lost the human touch?

Join us for our free webinar to learn how to strike the perfect balance between automation and empathy. Register now ⬇️
3cf42993-cbbd-4e26-b754-000d5450ae17@4b88c780-aa52-407f-9192-17ad9c0d523d" rel="ugc" target="_blank">https://events.teams.microsoft.com/event/3cf42993-cbbd-4e26-b754-000d5450ae17@4b88c780-aa52-407f-9192-17ad9c0d523d

📣 Webinar

HUMANISING DIGITAL
Balancing automation and empathy in the customer experience landscape

Presented by Chris Garthwaite, CEO, CGA Experience

11am BST Wednesday 2nd July 2025

45 minutes plus Q&A

09/05/2025

Our CEO, Chris Garthwaite, is looking forward to speaking on this topic next week and bringing his wealth of knowledge on designing and delivering human customer experiences.

Join our Complimentary webinar "Humanizing Digital" with Chris Garthwaite CEO and founder of CGA Experience to explore the future of Customer Experience in the GCC, Register now -
https://cms.kgc.com/en/events/humanizing-digital-webinar

Don't miss out on this inspiring session!

06/05/2025

Humanising Digital: Why Empathy Still Matters in CX

In a world of automation and AI, are we forgetting the one thing that customers really want? A human connection.

At CGA, we believe the best digital experiences can’t be just smart—they have to demonstrate an understanding of their customers and what they want and need. We call this empathy and have developed the CGA Empathy Lab® in response.

Find out more in our recent blog post:
https://www.cgaexperience.com/2025/04/16/humanising-digital-customer-experience/

Our CEO, Chris Garthwaite, will be hosting a webinar on this topic next week, in partnership with Knowledge Group Consulting, exploring the future of CX in the UAE.

Let’s keep people in the loop. Because empathy isn’t a nice-to-have—it’s your competitive edge.

30/04/2025

Meeting the FCA’s Consumer Duty requires more than compliance.
It demands deep customer understanding, value, and support.

CGA partners with you to:
🔍 Map your customer journeys
📊 Assess your CX maturity
🎯 Identify quick wins and long-term improvements

Is your business truly customer-centric?

Let’s find out.

Find out more here ⬇️
https://www.cgaexperience.com/2025/04/25/putting-customers-first-how-to-meet-the-fcas-consumer-duty-with-confidence/

29/04/2025

📣 We are recruiting! 📣

We are looking to recruit a Head of Sales and Business Development to drive CGA’s new business acquisition strategy, leading efforts to expand our client base and grow our market presence, ensuring that revenue targets are consistently achieved and exceeded.

Find out more here ⬇️
https://www.cgaexperience.com/about-us/careers/

Looking to join our customer consultancy and become one of our team of navigators? Get in touch with us and tell us why.

25/04/2025

📊 Lead with Purpose

Customer experience is no longer optional – it’s a regulatory requirement.
Since the FCA’s Consumer Duty came into force, firms must prove they are delivering good outcomes for their customers.
At CGA, we help you bring this to life with customer journey mapping (Heartbeat®) and CX maturity assessments (Compass™).

✅ Customer-first mindset
✅ Actionable insight
✅ Measurable results

Let’s future proof your customer experience.

💡Read more about it here:
https://www.cgaexperience.com/2025/04/25/putting-customers-first-how-to-meet-the-fcas-consumer-duty-with-confidence/

Financial companies must comply with the Financial Conduct Authority's Consumer Duty by ensuring that they put their customers first and provide them with a positive experience.

28/03/2025

We know it’s important to put our customers first, but what do we need to do to become customer-centric?

Dudley Building Society is committed to putting their members first. They sought to gain a deep understanding of their members' evolving needs and identify the best ways to fulfil those needs, with the goal of creating a clear roadmap for transformation.
In this interview clip, James Paterson, CEO of Dudley Building Society, explains how, with help from CGA, they were able to articulate their purpose and what makes their service and products different from other building societies.
Watch the full 'Talking CX' interview to see the great results they achieved by putting their members first ⬇️
https://www.cgaexperience.com/financial-services/

CGA are Navigators of Experience – helping leading brands achieve greater customer and employee loyalty and retention through empathy, engagement, and customer-centric transformation. If you need guidance with your customer experience strategy, please contact CGA for help. Our consultants can help you navigate the world of customer experience. Email: [email protected] or call 01483 209586 for further information.