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Tracy Collyer
Office Manager at Cga Experience
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Work Experience
Office Manager
Present
CGA
Ops Manager
Apr 2008 - Present · 16 years and 8 months
Company Details
11-50 Employees
HELLO….. we are CGA; Internationally recognised as a leading, innovative customer experience consultancy, creating value through Insight and Transformational Customer Journey Management. What we do? We help clients to close the gap between customer expectations and what they actually experience, by: 1. Understanding your current customer experience At CGA we often find that what matters most to customers doesn’t always align to an internal business perspective. Understanding the implications is the first step in diagnosing where the pain points lie. 2. Uncovering the true voice of your customer Using indepth insight tools we map the end-to-end customer journey across all channels to identify the major touch points, resulting in a comprehensive gap analysis. 3. Improving your customer journey From understanding the current experience, the key pain points and what matters most to customers, we then have a framework upon which to design a future experience. 4. Creating a roadmap of initiatives and innovation A roadmap with key initiatives is agreed, aimed at solving pain points and delighting the customer. These solutions encompass all channels and touchpoints, from the digital to the human. 5. Listening to your customer: Voice of Customer (VoC) Focusing a VOC programme on key pain points and measuring performance against these will demonstrate effective progress against the roadmap. Crucuially, this then helps inform ongoing investment decisions. Most importantly... CGA will take the time to understand your business and challenges. We will help you to scope your Customer Experience program and understand its implications before we send any proposal. We will use proven methodologies to optimise your business. We will work with you to create a business case and ignite transformation. We are a passionate and multidisciplinary team of experts - delighted to work with you on your challenge.
Year Founded
2001
Social Media
LinkedinFacebookTwitterInstagram
Industry
Business Consulting and Services, Marketing strategy consultants, Marketing, Marketing, Advertising & the Media, Transport
HQ Location
The Granary High House Farm, Gomshall Lane, Shere Guildford, Surrey GU5 9BU, GB
Keywords
Customer Experience DesignCustomer Experience StrategyCustomer Experience AuditEmployee Experience and Engagementcustomer experience transformationvoice of customervoice of employeeInsight and measurementbrand experienceand visitor experience
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