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Meet CXG
CXG partners with premium and luxury brands to recover unrealised revenue by turning insight into measurable retail performance, at scale.
Retail Performance
at Scale
The discipline of recovering value already inside your boutiques.
CXG Leap
A Retail performance engine to help drive behavioral performance consistently, across every boutique, in every interaction.
CXG in Les Echos
The piece draws on our recent CXG study, The Loyalty Code, and on the perspective of Christophe Caïs, our Founder and CEO.
retail performance at scale
Strategy & Transformation
Our Strategy and Transformation approach offers pragmatic strategies and tailored solutions to address the unique CX challenges of luxury brands, driving meaningful transformation and lasting impact
CX & Retail Performance Diagnosis
Data-driven performance research (customer insights, VoC, CX measurement, omnichannel journeys).
Capability Building & Activation
Empowering individuals for collective growth from the ground-up (academy, team management).
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Latest Insights
Thoughts and Perspectives
Retail Performance at Scale
For two decades, the luxury industry’s growth story was a story of expansion. New markets, new flagships, new doors in new cities. Boutique counts became proxies for ambition, and the global luxury footprint reached a scale that would have…
Thoughts and Perspectives
Luxury and the Long View
I. The Paradox of Permanence We have been working in luxury customer experience for twenty years. In that time, we have sat across from brand presidents navigating SARS, the global financial collapse, geopolitical upheaval, and a pandemic that shuttered…
In the Press, Thoughts and Perspectives
Luxury Seeks a Return to Growth in 2026
Originally Published in French in Stratégies and La Tribune. After a marked slowdown over the past two to three years, driven by price hikes, weaker creative momentum, and China’s slowdown, the luxury sector is hoping to navigate geopolitical instability…
In the Press, Thoughts and Perspectives
Luxury Must Return to Its Fundamentals
Originally Published in French in Journal Du Luxe. In a context of increasing polarization in the luxury market and a profound reshaping of its customer base, luxury houses are being forced to rethink their fundamentals. In this interview, Christophe…
In the Press, Thoughts and Perspectives
The Biggest Mistake in Luxury is Trying to Sell
Originally Published in French for Culture Élite. CXG, the global leader in customer experience consulting for the luxury sector, has just released its new annual study on luxury market trends 2026: “Key Themes Driving the Future Luxury Market, 2026…
In the Press, Thoughts and Perspectives
Are Very Important Clients (VICs) the Future of Luxury?
Originally Published in French in L’opinion. Major luxury Maisons place, significant reliance on their Very Important Clients (VICs) and have become overly dependent on them. At the same time, accessible luxury is suffering in the current economic climate. Fortunately,…
