CXG

The Advisor Effect: Driving Retail Success by Re-Imagining the Role of the Client Advisor - Report Available for Download! Following the success of our The Advisor Effect event in Paris this October, we’re excited to unveil our highly anticipated report! This report explores how the resurgence of in-store experiences is reshaping the role of client advisors, the growing importance of digital proficiency in omnichannel strategies, and the evolving demands of millennial and Gen Z employees for career progression, flexibility, and purpose—and more. Brands that can adapt to changing labor market dynamics—offering compelling career opportunities, embracing technology, and aligning with employee values—will be best positioned to attract and retain the talents needed to deliver exceptional luxury experiences in the future. Download the full report by visiting: https://lnkd.in/dvT-cgXZ #CXG #CX #Customerexperiencegroup #customerexperience #industryreport #theadvisoreffect #luxury #luxurybrands #luxuryindustry #employeeexperience #thoughtleadership #industryinsights

Honored to be interviewed by Sandra ROBICHON on an article for Journal du Luxe!  Sandra and I discussed the evolving role of sales advisors in luxury retail, focusing on important topics including the importance of sales advisors, CX challenges, recruitment strategies, retention issues, engaging Gen Z, and the future of luxury retail. During the interview, Sandra cited a CXG study indicating that 78% of customers would abandon a purchase after a single unfavorable interaction with a sales advisor. This statistic highlights the necessity for luxury brands to prioritize elevating and maintaining a high level of in-store customer experience. Brands need to invest more in recruitment, coaching, and team development rather than relying solely on marketing efforts. Another interesting topic we covered was attracting younger talent, particularly Generation Z, given that even the most well-known brands are no longer able to rely solely on reputation to attract young talent. Generation Z is seeking transparent career development opportunities that align with their long-term goals. This requires a focus on personal growth and emotional intelligence through a range of initiatives, including the development of training programs and academies, storytelling and clienteling. Additionally, brands must consider the generation’s pursuit of better well-being and a healthy work-life balance. The future of luxury retail looks promising with luxury groups and leading brands at the helm, guided by visionaries with a long-term commitment to this iconic industry. Thanks again Sandra for the interview and for the feature! Read the full Journal du Luxe article here:  https://lnkd.in/dzUDggGZ #CXG #CXGLife #CX #LuxuryBrands #CareerGrowth #GenZ #GenerationZ 

#NEW EPISODE : Si vous deviez noter votre dernière experience luxe sur 🔟, quelle note donneriez-vous ? 🔍 Expert incontesté, Christophe Caïs, CEO de CXG, est dans le Podcast du Luxe cette semaine. 🔥 L’experience client dans le luxe, c’est le nerf de la guerre, et on vous explique pourquoi de ce nouvel épisode exclusif.👊 Christophe est le brillant fondateur de CXG, cabinet de référence international spécialisé dans l’expérience client pour les marques de luxe, composé de + 260 experts à travers +85 pays. Christophe nous apprend énormément de choses sur le Luxe, voici ce que nous abordons notamment dans cet épisode génial (et technique) : 🚀 L’histoire entrepreneuriale - comme on les aime - derrière le succès de CXG 🛍️ Le renouveau du retail : le cérémonial, le digital, la satisfaction client, les évènements exclusifs, les VIC… 🦸♀️ Les enjeux du recrutement et de la formation des vendeurs - souvent sous-estimé et pourtant, élément essentiel pour les marques, 📣 L’importance d’un storytelling authentique pour renforcer l’expérience client, ⭐️ L’evolution de l’experience client et les facteurs clés pour les marques, leurs client, leurs équipes, ... Et les petites histoires "pépites" de Christophe ! 👀 Un épisode riche en enseignements pour décrypter les tendances et découvrir les stratégies gagnantes des marques de luxe d’aujourd’hui, croyez-moi. 🔥 🎧 Pour écouter cet episode inédit avec Christophe Cais, c’est ici : Spotify : https://lnkd.in/eDFRxjYp Apple Podcasts : https://lnkd.in/eV9EDSJa Deezer : https://lnkd.in/e-Wx3RFE YouTube : https://lnkd.in/eYVUktXi ⭐ Vous avez aimé cet épisode ? Laissez une note ⭐⭐⭐⭐⭐ et partagez autour de vous pour faire rayonner le podcast ! Alors, votre note sur 10 ? Lou, Xx

Every brand is unique. That's why our NPS Pulse solution offers a tailored approach to designing and delivering an NPS program that aligns with your unique CX strategy. Unlike pure SaaS providers that only visualize NPS data, we partner with you at every stage—from setting the CX vision and designing the program to turning data into actionable insights for CX excellence. Talk to our CX Experts to start your NPS Pulse program today! Visit: https://lnkd.in/d4thb_yn #CXG #CX #Customerexperiencegroup #customerexperience #nps #customerfeedback #luxury #luxurybrands #netpromoterscale #npsprogram #cxstrategy

From key leadership changes in luxury fashion to collaborations redefining digital experiences! This week, a leading fashion group appoints new CEOs for two major brands, signaling a strategic focus on growth. An iconic equestrian event returns to Paris, highlighting craftsmanship and tradition. Meanwhile, a luxury e-commerce platform reports solid growth. In tech, virtual collections make their debut on social platforms, blending fashion and digital innovation. Check out the latest in luxury industry dynamics! Link in comments. 👇 #CXG #CX #customerexperience #luxury #luxurybrands #Industrynews #Kering #Saintlaurent #Balenciaga #Hermes #DolceandGabbana #Mytheresa #Prada #MiuMiu #Bugatti

It takes a village to raise a child and benevolent hearts to make it happen. Since 2016, CXG has proudly supported SOS Children’s Villages. This year, our fundraising efforts with SOS Children's Villages Pilipinas benefited one hundred twenty-three (123) individuals, including 84 children and young people from Tacloban, Philippines, who received nutritious meals, healthcare, educational resources, and personal development opportunities. Read more and learn how you can help by visiting: https://lnkd.in/dtyA8zWj #CXG #CX #customerexperiencegroup #customerexperience #csr #outreach #SOS #SOSChildrensVillages

We recently posted a poll that asked: Which part of your airport journey has the biggest impact on your experience? Here's what the poll revealed: Check-in & security service: 54% Terminal signage & navigation: 11% Shopping & dining options: 9% Gate area comfort & support: 27% The results are clear—efficiency and comfort reign supreme for travelers. But delivering a seamless Passenger Experience (PXE) goes beyond just fixing one touchpoint. It’s about creating harmony across every step of the journey. In our latest case study, we outline our work with a major North American airport to transform the travel experience at one of its busiest terminals. Our work included conducting a thorough, data-driven exploration of passenger expectations and assessing the current journey in detail, aiming at enhancing every aspect of the passenger experience. Read the full case study by visiting: https://lnkd.in/dYUAsUwu #CXG #CX #customerexperience #customerexperiencegroup #traveling #passengerexperience #airports #travelhubs #internationalairports #passengerjourney #northamerica

From leadership changes in luxury groups to bold expansions in experiential offerings! This week, a luxury company announced a significant leadership reshuffle, signaling potential succession plans. A Parisian beauty brand launched its first standalone boutique, while a luxury automaker unveiled an immersive showroom in Abu Dhabi. Check out the latest in luxury! Link in comments. 👇 #CXG #CX #Customerexperience #Luxury #Luxurybrands #Industrynews #LVMH #Chanel #Rollsroyce #Maisonmargiela #Boss #Orientexpress #Breitling

Meet Ryan Chow, Customer Success Manager at CXG! 🌟 Ryan is known around CXG for his infectious energy, kindness, and unwavering drive. Beyond the desk, Ryan is a devoted foodie, on the hunt for new culinary experiences, and an anime enthusiast! Ready to get to know Ryan? Let's dive in! As a local Singaporean, what hidden gem or must-see spot in Singapore would you recommend to visitors, and what makes it special? Hill Street Tai Hwa Pork Noodle! When I worked in hotels, I loved recommending food. Hill Street is a shining beacon in Singapore's food scene and is the only 1 Michelin-star hawker store (with the noodles to back it!) In my opinion, they have the most well-executed expression of my favorite local dish - Bak chor mee (Hokkien for minced pork noodles). Noodles are al-dente, meats tender, liver perfectly medium rare, and topped off with other tasty treats like dumplings and a fried plaice cracker. We’ve heard you’re a fan of Japanese anime! Which series or character resonates with you?  Onoda Sakamichi from Yowamushi Pedal. It's a sports anime about competitive cycling. It follows the story of Onoda Sakamichi, a cheerful otaku (anime lover) who joins his high school's cycling club after being inspired by a fellow cyclist. The anime explores various themes like friendship, competition, and drive. Onoda-san is a bit of a timid athletic underdog and always finds himself in races where he is weaker or less equipped. However, he's ALWAYS kind, thoughtful, and smiling. I think it's important to be fiercely kind, to value your loved ones, and to stand for what you believe in. That's why I resonate with him! When it comes to work/life balance, do you have any go-tos that help you recharge?  If I were to narrow it down to three things, it would be:  Enjoying music at a gig with one of my favorite metal bands A Glass of burgundy from my favorite wine bar (Park90)  Dinner with close friends All in one night is most welcome, but I will settle for separate (haha.) You are a watch lover! Could you tell us more? I love a watch with a good story. A brand's history, iconic design, or, if it's a vintage piece - provenance. It's nice to appreciate a timeless piece enduring decades of change. My other favorite element is the watch's dial. It's the visual centerpiece, and some brands use it to express their ethos to perfection. It could be the way they have stood the test of time to the way they dazzle the eye aesthetically. You’re coming up on 3 years at CXG as a CSM! What experiences have been the most meaningful?  I love my team and am so thankful for them. Every day, I find myself learning and smiling so much. CXG-wise, I see the impact of our solutions, and I'm grateful that our clients trust in that, too. Lastly, visiting our Japan team to support and learn from them was a very meaningful highlight recently (Thank you, JP team! You were so welcoming.) I was inspired by their diligence, tenacity, and even food recommendations! #CXG #BeyondTheDesk

Traveler experience is shaped by many factors, from efficient check-ins and airport staff interactions to relaxing lounges. Millions of passengers embark on air travel each day globally. This journey encompasses numerous touchpoints that can significantly influence the overall travel experience. Which part of your airport journey has the biggest impact on your experience? Cast your vote below! #CXG #CX #customerexperiencegroup #customerexperience #airportexperience #travelerexperience #passengerexperience #luxury #luxurytravel #luxurybrands #luxuryexperience