Lorem, ipsum dolor sit amet consectetur adipisicin
Lorem, ipsum dolor sit amet consectetur adipisicing elit. Necessitatibus maiores officia repellat id, ab magni

Lorem, ipsum dolor sit amet consectetur adipisicing elit. Necessitatibus maiores officia repellat id, ab magni accusamus enim cumque illo quos numquam impedit natus dolores nihil reiciendis ipsa excepturi? Temporibus, doloribus!

Lorem, ipsum dolor sit amet consectetur adipisicin 2
Lorem, ipsum dolor sit amet consectetur adipisicing elit. Necessitatibus maiores officia repellat id, ab magni 2

Lorem, ipsum dolor sit amet consectetur adipisicing elit. Necessitatibus maiores officia repellat id, ab magni accusamus enim cumque illo quos numquam impedit natus dolores nihil reiciendis ipsa excepturi? Temporibus, doloribus! 2

Watch our Brand Film

Lorem ipsum dolor sit, amet consectetur adipisicing elit. Laudantium, vel fugit. Ullam voluptas non accusamus voluptates placeat, quia doloremque nesciunt.

Our CX Solutions just for you

Price Checks 1

Price Checks 1

When Physical and digital worlds colide When Physical and digital worlds colide

Price Checks 2

Price Checks 2

When Physical and digital worlds colide When Physical and digital worlds colide

Price Check 3

Price Check 3

When Physical and digital worlds colide When Physical and digital worlds colide

Price Check 4

Price Check 4

When Physical and digital worlds colide When Physical and digital worlds colide

Price Check 5

Price Check 5

When Physical and digital worlds colide When Physical and digital worlds colide

Price Check 6

Price Check 6

When Physical and digital worlds colide When Physical and digital worlds colide

New 7th Card

New 7th Card

When Physical and digital worlds colide When Physical and digital worlds colide

CX is an ecosystem. For CX to work everything must work together

Explore all the elements for a complete successful CX transformation.

Experience transformation is holistic. Your off-stage strategies, processes, values and insights must flow through into meaningful, multi-channel experiences that delight your customers.

Click on the diagram to find out more

People & Partnerships

Focus on relationships, experiences, and human connections.

Experience transformation is about being relevant and impactful in the hearts and minds of your customers. It is about delivering effortless and satisfying experiences, consistently, through motivated and engaged teams, supported by tailored coaching and training.

Focus on relationships, not transactions. Experiences, not products. Build organizational structures that facilitate cross-functional collaboration and knowledge sharing, while leveraging the power of tech to enable better, informed and more human connections.

Vision & Strategy

Don’t just think about your customers, you need to think like your customers.

In order to develop an effective CX transformation plan, it is essential to have a clear vision of the ideal CX future state that employees can commit to and engage with.

A strong CX vision provides context and direction, while also inspiring and exciting both customers and colleagues. It guides how the CX plan is brought to life on-stage and off-stage, helping you to prioritise and align investments, develop tactics and define a strategy to achieve it.

Data & Technology

Your ability to transform experiences is defined by the quality of the data on your customers and employees

Data provides more knowledge about behavior, experience, and business performance. Combined with customer feedback and sentiment, this information is the foundation for improvement.

It’s essential to create a technical infrastructure that supports cross-functional operations and journey-focused CX management. Omnichannel and single touchpoint technology solutions are a key focus, whether they are engaging buyers online through e-commerce platforms, fostering seamless in-person customer encounters in store, or integrating online and offline brand experiences.

Brand & Culture

Employee experience and organizational culture drive customer experience.

Transforming customer experience therefore means transforming employee experience as well. Does the current culture support or damage the delivery of your brand experience?

Think about how you want your customers to feel, and create an internal culture around the same values. What are the key messages you want your employees to communicate about your brand? And how can you create an environment that supports them in delivering those messages?

Organisation & Operations

Customer experience is a competence, not a function.

In transforming experiences, the aim is to engage ever more seamlessly with your customers. Your organization and operations need to be designed in a way that facilitates a smooth, consistent and joined-up-omnichannel experience.

Think about what is having the greatest impact on your customer experience today. What needs to be done to simplify and change it? New off-stage processes and procedures should be created to drive collaboration and work across functional groups to deliver impactful client experiences.

Leadership & Governance

Leading customer experience and employee experience is a C-suite activity.

It’s vital to consider what customer-centric mindset is needed to impact your on-stage customer experiences, and what needs to be done ‘off-stage’ to orchestrate the transformation.

Getting this right means truly understanding your customers’ needs; having a clear vision of your CX vision and communicating it clearly and convincingly; bringing your CX strategies to life; and monitoring – and learning from – your performance. Sustainable transformation also needs a clear governance system for regular review, alignment and decision making.

The Omnichannel Promise

Have you harmonised your customer-centric retail brand experience? Are all your touchpoints aligned?

Customers are more connected than ever before, interacting with brands across multiple channels every day. Whether shopping online from a desktop or mobile device, by telephone, or in a traditional store, they want to interact though the channel that’s convenient to them at that moment.

It’s the customer, not the channel, who should be at the centre of the experience. How seamless is their experience as they go from one channel to another? How are you removing the friction as they move between different touchpoints?

Transforming Experiences

Understanding, evaluating and anticipating the needs of your customers must be your priority.

Transforming experiences requires rigour and alignment across your entire organisation. For customer experience to work, it all has to work.

Helping everyone in your organisation to understand and acknowledge this allows you to drive a customer-centric strategy; an impactful leadership experience; an engaged and motivated employee experience; and a powerfully sustainable, impactful and profitable customer experience.

cxg cxg

Take a closer look at how our CXE program works. 

With the CXE program, you’ll gain insights into areas where your brand may be missing opportunities to deliver exceptional experiences to your customers.

cxg

A Deep Dive into CXE

You’ve invested in developing unique customer experiences and in training your client-facing teams. It’s now time to measure effectiveness and if the desired customer experience is being delivered to create the conversion and loyalty you’re aiming for.

Our Customer Experience Evaluation (CXE) Program is not just another mystery shopping initiative; it’s an evolved, nuanced approach specially designed for premium and luxury brands. Rather than a rudimentary check-box exercise, we delve into the depth of customer emotions, understanding their journey with your brand.

Button

In today’s world where luxury is not just a product but an experience, understanding the emotions and sentiments of customers is paramount.

Button

Our Unique Customer Experience KPIs

Drawing on 18 years of specialized experience with over 230 luxury brands, our approach to customer experience stands out in its uniqueness—copyrighted for its innovation. Our methodology delves deep into the luxury sector’s nuances, going beyond mere compliance for a transformative journey through five key moments. We aren’t here to reprimand your staff, but instead to use discerning KPIs that foster a client-centric culture and turn every interaction into an opportunity for excellence.

Let’s Talk

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Mauris id felis quis nunc porttitor feugiatt. Interdum et malesuada fame Lorem ipsum dolor sit amet, consectetur adipiscing elit. Mauris id felis quis nunc porttitor feugiatt.

Latest Insights

Lorem ipsum dolor sit amet consectetur adipisicing elit. Doloremque sunt ad sequi quasi error dignissimos, voluptas exercitationem quisquam praesentium eveniet officiis perferendis recusandae pariatur laudantium?

文章

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 are good at it. What…

查看更多
文章

Influencer Marketing: The Great KOL of China

Influencing the influencers: the Great KOL of China Influencer marketing dwarfs traditional advertising in China. How do you make sure your messages are heard above…

查看更多
文章

Is Sustainability The Next Frontier For Luxury Brands?

Is sustainability the next frontier for luxury brands? Luxury is often perceived as superficial and can provoke social tension. How can luxury brands change perceptions…

查看更多
文章

Luxury and Premium Brand Distance Selling: Struggles and Quick Wins

Luxury and Premium Brand Distance Selling: Struggles and Quick Wins Many luxury brands experimented with distance selling in 2020. What are the lessons for success,…

查看更多
文章

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 customer experiences?

查看更多

Latest Insights V2

Lorem ipsum dolor sit amet consectetur adipisicing elit. Doloremque sunt ad sequi quasi error dignissimos, voluptas exercitationem quisquam praesentium eveniet officiis perferendis recusandae pariatur laudantium?

文章

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…

查看更多

文章

Influencer Marketing: The Great KOL of China

Influencing the influencers: the Great KOL of China Influencer marketing dwarfs traditional advertising in China. How do you make sure…

查看更多

文章

Is Sustainability The Next Frontier For Luxury Brands?

Is sustainability the next frontier for luxury brands? Luxury is often perceived as superficial and can provoke social tension. How…

查看更多

文章

Luxury and Premium Brand Distance Selling: Struggles and Quick Wins

Luxury and Premium Brand Distance Selling: Struggles and Quick Wins Many luxury brands experimented with distance selling in 2020. What…

查看更多

Talk to a CX expert

Learn more about CXG and how we partner with premium and luxury brands across the globe to transform customer experiences together.

Come and visit us. We would love to have a drink with you.

告诉我们,您想喝什么?




Partner with Us

Become a Consultant

Lorem ipsum dolor sit amet consectetur adipisicing elit. Saepe repudiandae accusamus vitae earum eos. Magnam consequuntur minus doloremque illo dolore magni veniam sed impedit nisi. Adipisci omnis nobis ipsum ab, excepturi suscipit. Iusto, placeat sint quasi minus explicabo reprehenderit odio ipsa in eligendi sunt? Quidem alias laudantium optio possimus tempora.

Become a Consultant

Lorem ipsum dolor sit amet consectetur adipisicing elit. Saepe repudiandae accusamus vitae earum eos. Magnam consequuntur minus doloremque illo dolore magni veniam sed impedit nisi. Adipisci omnis nobis ipsum ab, excepturi suscipit. Iusto, placeat sint quasi minus explicabo reprehenderit odio ipsa in eligendi sunt? Quidem alias laudantium optio possimus tempora.

Why CXG

When Physical and digital worlds colide When Physical and digital worlds colide Lorem ipsum dolor sit amet, consectetur adipiscing elit. Donec et suscipit augue, quis tempor risus. In non sollicitudin turpis. Nullam id urna vitae purus tempus iaculis vitae nec eros. When Physical and digital worlds colide When Physical and digital worlds colide

Sign Up

Why CXG

When Physical and digital worlds colide When Physical and digital worlds colide Lorem ipsum dolor sit amet, consectetur adipiscing elit. Donec et suscipit augue, quis tempor risus. In non sollicitudin turpis. Nullam id urna vitae purus tempus iaculis vitae nec eros. When Physical and digital worlds colide When Physical and digital worlds colide

Sign Up
70

Countries

80k

Qualified Evaluators

Join us whenever wherever

Join our Evaluator Community

As a trusted CXG Evaluator, you will be able to choose missions, wherever, whenever. You will positively impact the CX of your fav brands and beyond. You will access exclusive experiences and discover new brands along the way.

Observe, Learn, Impact

Here is why 100,000 Evaluators worldwide have chosen us to make a difference with CXG

Feel valued- Advocate / Impact / Teach and learn

And minima veniam, quis nostrum exercitationem ullam corporis suscipit

Feel valued- Advocate / Impact / Teach and learn

And minima veniam, quis nostrum exercitationem ullam corporis suscipit

Feel valued- Advocate / Impact / Teach and learn

And minima veniam, quis nostrum exercitationem ullam corporis suscipit

Feel valued- Advocate / Impact / Teach and learn

And minima veniam, quis nostrum exercitationem ullam corporis suscipit

How it works

Sign up and tell us about yourself! Once successfully registered, we will then open a tailor- made world of experiences/list of opportunities to evaluate. More Questions? Go to our FAQ!

1

Sign Up

Minima veniam, quis nostrum exercitationem ullam corporis Minima venuis nostrum exercita tionem ullam corporis Minima veniam, quis nostrum corporis Minima veniam, quis nostrum

2

Sign Up

Minima veniam, quis nostrum exercitationem ullam corporis Minima venuis nostrum exercita tionem ullam corporis Minima veniam, quis nostrum corporis Minima veniam, quis nostrum

3

Sign Up

Minima veniam, quis nostrum exercitationem ullam corporis Minima venuis nostrum exercita tionem ullam corporis Minima veniam, quis nostrum corporis Minima veniam, quis nostrum

4

Sign Up

Minima veniam, quis nostrum exercitationem ullam corporis Minima venuis nostrum exercita tionem ullam corporis Minima veniam, quis nostrum corporis Minima veniam, quis nostrum

5

Sign Up

Minima veniam, quis nostrum exercitationem ullam corporis Minima venuis nostrum exercita tionem ullam corporis Minima veniam, quis nostrum corporis Minima veniam, quis nostrum

Become a Evaluator

Become a CXG Evaluator

Phasellus dui eros, vehicula quis feugiat a, vehicula ut nisi. Cras vel rutrum urna, nec facilisis enim. Orci varius natoque penatibus et.

Register

We’ve got answers to your questions

Accordion Heading

Lorem ipsum dolor sit amet consectetur adipisicing elit. Deserunt at facere illo repudiandae cupiditate quidem vel obcaecati reiciendis adipisci, non earum eveniet tempora architecto officia fuga a ducimus, maxime suscipit.

Accordion Heading 2

Lorem ipsum dolor sit amet consectetur adipisicing elit. Deserunt at facere illo repudiandae cupiditate quidem vel obcaecati reiciendis adipisci, non earum eveniet tempora architecto officia fuga a ducimus, maxime suscipit.

Inspire Your Customers

Tm ad minima veniam, quis nostrum exercitationem ullam corporis suscipit laboriosam, nisi ut aliquid ex ea commodi consequatur? Tm ad minima veniam, quis nostrum exercitationem.

Harwrd Business Review

Read More

Transformation Title

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Mauris id felis quis nunc porttitor feugiat. Interdum et malesuada fames ac ante ipsum primis in faucibus. Proin pulvinar sit amet diam ac euismod. Proin fermentum mi ut imperdiet molestie.

Measure

Lorem ipsum dolor sit amet consectetur adipisicing elit. Reiciendis minima est provident repudiandae molestia

Read More

Measure

Lorem ipsum dolor sit amet consectetur adipisicing elit. Reiciendis minima est provident repudiandae molestia

Learn More

Measure

Lorem ipsum dolor sit amet consectetur adipisicing elit. Reiciendis minima est provident repudiandae molestia

Read More

Measure

Lorem ipsum dolor sit amet consectetur adipisicing elit. Reiciendis minima est provident repudiandae molestia

Button

Access your evaluator portal on desktop or on mobile!

To improve evaluators’ experiences, we have completely redesigned our mobile application. Evaluators can now search and apply for missions, take certifications, submit surveys, and much more, all on the go!

cxg

Some brands we work with

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

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

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

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

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

De Beers
Maserati
Vespa