CGA Experience

Today, we bring your Business Transformation. Knowing what kind of experiences your customers are looking for is one thing; being able to deliver them is something else entirely. We may not be Santa Claus, but we can help you with both. https://lnkd.in/ecdWdAE8 #12DaysOfCXmas #CustomerExperience #CX #NavigatorsOfExperience

On the first day of CXmas, we bring you 20 years’ experience of Customer Experience and Journey Mapping. With Heartbeat, our proprietary experience mapping methodology, we can show you how your customers feel about your brand at every step of the way. Can you afford not to know? https://lnkd.in/euCuWdFp #12DaysOfCXmas #CustomerExperience #CX #NavigatorsOfExperience

🧭 Navigating Financial Services Transformation 📊 Organisational Alignment      In the financial services sector, organisational alignment is key to delivering exceptional customer experiences. At CGA, we specialise in helping companies unify their teams around a customer-centric approach. Our expertise ensures that every department works together to meet and exceed customer expectations.     See how IPF achieve organisational alignment around their CX strategy ⬇️ https://lnkd.in/e65yc96i    #CustomerExperience #CX #CustomerCentric #OrganizationalAlignment #FinancialServices 

🧭 Navigating Financial Services Transformation 📈 CX leads to commercial benefits.   "Customers that receive the best experience tend to drive the best commercial results for the business"- Tom Allder, IPF.    At CGA, we specialise in bringing the voice of the customer into your organisation to support and shape your growth strategies.     Explore how we’ve helped Financial Service organisations to maximise commercial success through CX. ⬇️ https://lnkd.in/easQggmg #CustomerExperience #CX #CustomerCentric #IPF #IPFBuildingABetterWorldThroughFinancialInclusion 

🧭 Navigating Financial Services Transformation How did International Personal Finance Plc become customer centric and achieve business success whilst meeting the challenges of compliance?  Tom Allder, CMO, reveals all to CGA Experience’s CEO Chris Garthwaite in our ‘Talking CX’ video. Grab a coffee and 10 minutes to watch the video now.  ⬇️ https://lnkd.in/e2fewevM #CustomerExperience #CX #CustomerCentric #IPF #IPFBuildingABetterWorldThroughFinancialInclusion

It was a pleasure to attend and speak at The Housing Data and Analytics Summit yesterday run by Housemark. We heard a great deal about the challenge of how to address Tenant Satisfaction Measures with limited resources. This is something we can help you with so please do take a look at our website to find out how: ⬇️ https://lnkd.in/eDZrh3Fn Thank you Housemark for a great event. #HousingDataSummit2024 #SocialHousing #HousingSector #TenantSatisfaction #TSM #CustomerExperience #NavigatorsOfExperience

Looking forward to a great networking day with Housemark and their #socialhousing guests at the Data Summit, listening and learning from a wealth of knowledgeable speakers, including Graham Ryan from CGA Experience on how to use #customerdata to drive #serviceimprovements. Here with Charlotte Whelpton #hmdatasummit #customerexperience #tenantsatisfaction

In the recent #housemark #cx club meeting Verity Richards (CIHM) Head of the Duty to Monitor at the Housing Ombudsman shared some research they had completed, 🖊️ Tenants feeling like no one cares or understands their situation  🖊️ Landlords having a lack of resources and not being listened to in their own organisations  🖊️ Agencies not responding to required repairs   🖊️ Call centres are challenging for all  🖊️ Lack of resources  🖊️ Lack of human contact  🖊️ Tenants don’t want to talk to computer generated messages as they don’t feel heard  🖊️ Lack of local knowledge to the people they speak to There were a number of key themes that cut across the whole survey of which #communications is significant - externally, internally and between groups. Any organisations looking to refresh their focus, update their insight, or reach out to customers more effectively are likely to find that their communications are lacking. In order to drive appropriate communications and #engagement activities, #stakeholdermanagement needs to be thought through carefully. Some tips: • Be proactive, not reactive • Consider the influence and impact each stakeholder has on the success of what you’re seeking to achieve (both short term and long term) before you start. • Step back and ask: What do we already know about the stakeholder? What does this tell us? What has been said elsewhere about our work? • For a given stakeholder, consider what are their needs, issues and problems that may stir up an emotional response what’s most important for them? Think about how you will handle this • Try to prioritise your stakeholders to ensure time, effort and resources are well managed. • Bring together stakeholders by areas of common interest and seek ways to approach them that have worked well before. • Ensure that the insights and data gained as a result of engagement are used to help risk and programme management and governance reporting • Put yourself in the shoes of stakeholders you work with what do they want? What’s in it for them? How will they react? If you wish to review your approach to stakeholder management then please reach out to me, at debbie@taylor-edwards.com

👋 An introduction to Graham Ryan who will be speaking at Housemark"s Housing Data and Analytics Summit next week on behalf of CGA. Graham and our team will be on hand to help you understand how you can turn inadequate tenant satisfaction into performance improvement. Further details about the event can be found here ⬇️ https://lnkd.in/eBU7Rt8r 🗓️ Date: Thursday 7th November 📍 Venue: East Midlands Conference Centre, Nottingham #HousingDataSummit #TSMData #DataInsights #ServiceImprovement #SocialHousing #CustomerExperience #CXStrategy #NavigatorsOfExperience

We are delighted to be speaking at Housemark's Housing Data and Analytics Summit on Thursday 7th November where we will be diving deeper into housing TSM data and exploring how organisations can use this insight to develop and improve their services. We will also be exhibiting on the day, so make sure you come and find us if you want to find out more! #HousingDataSummit #SocialHousing #TSMData #ServiceImprovement #CustomerExperience #CX #NavigatorsOfExperience