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CXG brings together Albatross CX, FACE2FACE and Wisely Insights into one powerful, unified brand

27th October 2021
we-are-cxg

15 years in the making 

For the past decade and a half, Customer Experience Group has operated as a synergy of multiple agencies, providing an end-to-end framework supported by our team of CX experts. 

Founded in China in 2006, our story started with two entrepreneurs. Today, we’re proud to be a global business. From Shanghai to Paris, we have 12 offices and operate across four continents in 70 countries. We are home to over 160 professionals from around the world, working together to serve more than 200 luxury clients. 

Previously, the business comprised three separate agencies: 

Albatross CXAlbatross CX captures and analyzes experience feedback from teams and customers. It helps brands stand out by providing luxury customer experiences. 

Wisely Insights: Wisely Insights is a customer research agency that creates customized research for premium and luxury brands. It specializes in delivering insights that positively impact its clients’ businesses. 

FACE2FACEFACE2FACE specializes in luxury retail training, coaching, and consulting. It aims to maximize and empower front-line teams and help them master the art of selling luxury. 

As the needs of our clients evolved, however, and the needs of our business developed, we recognized that this approach was not as effective as it once had been. We recognized something needed to change. And so CXG was born.

Why we’re transforming 

Our clients, like most businesses, particularly in retail, were hit hard by Covid-19. We, too, had to respond to the changing situation and take tough decisions around people and resources. 

But the challenges of Covid-19 also drove us to be more resilient as a team and as a company. 

In April 2020, we took the opportunity to strategically review our clients’ evolving needs, as well as our business and the way we operated, positioning ourselves for the opportunities of tomorrow, as well as the challenges of today. 

We realized we needed to unify our solutions into a stronger, more united proposition. We wanted to be seen as a strategic partner, not merely a respected service provider. A company our clients could trust; one that could guide them on their journey and help them find new solutions to the challenges they were facing. 

The Customer Experience Group was a first step into unifying our brands, but we needed to go further. We decided to reposition ourselves in the market and unite all our companies under one name: CXG.

We decided to reposition ourselves in the market and unite all our companies under one name: CXG. 

CXG (which stands for Customer Experience Group) is one brand, with one vision: to become the preferred customer experience transformation partner for premium and luxury brands. 

Helping premium and luxury brands

By integrating our collective expertise under a single banner, CXG offers a powerful, holistic platform that enables premium and luxury brands to transform their experiences for meaningful impact. We believe in partnering with our clients at every stage of their CX transformation journey, while providing research, consulting, training and actionable advice along the way.

We are specialists in understanding the affluent client segment. We are connected to the latest trends, ideas and innovations shaping customer and employee experiences in the luxury market, from new Chinese consumer trends to the latest digital and omni-channel technologies. 

We provide CX solutions across all stages of the customer journey and all channels, delivering our personalized and bespoke services through our inhouse team of over 160 professionals and a global network of consultants, coaches, and evaluators. 

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Our approach is based on our belief that an effective customer experience is a 360-degree program of activities, services and solutions. Using this approach, we turn data and market benchmarks into actionable strategies that strengthen our clients’ business profitability through consumer research and experience insights. We help improve KPIs, using training and coaching to help brands develop a CX mindset, drive customer-centricity and embed a CX competence in their frontline teams. 

Integrated, impactful: Our united philosophy 

With CXG, it’s simple: we’re in the business of bringing brand promises to life. We truly believe meaningful, memorable experiences are the source of sustainable business impact. 

In partnership with our clients, their communities and customers, we create people-first solutions with human emotion at their very heart. Together, we turn transactional moments into truly transformational experiences.