From Humble Beginnings to Global Impact: Celebrating 18 Years of Transforming Experiences
A Spark in Shanghai Ignites a Global Journey.
In late 2005, while strolling through Plaza 66 in the vibrant city of Shanghai, Christophe Caїs observed the disconnect between the luxury brand promises and the reality inside the stores. He saw an opportunity to bridge this gap and enhance the real-world customer experience and set out to establish a company that could deliver true on-ground brand consistency.
From Humble Beginnings to Enduring Partnerships
CXG wasn’t born in a boardroom. It began in a modest Shanghai office, fueled by Christophe’s and his business partner’s unwavering belief. Despite a rocky start, persistence paid off when, in February 2006, after months of pitching and refining the business model, the first client was secured: Benetton Sisley. This was more than a business achievement; it was a testament to the power of perseverance, setting the stage for what CXG would eventually become: a global leader in CX transformation for premium and luxury brands.
Growth Fueled by Innovation and Client Focus
The journey from a single office in Shanghai to a global presence was swift. From 2007 to 2010, CXG expanded across Asia, opening offices in major hubs like Beijing, Hong Kong, Taipei, Tokyo, and Singapore. This rapid growth was driven by positive word-of-mouth and a growing demand for CXG’s insightful approach.
Recognizing that valuable insights were a piece of the grander puzzle, CXG launched its training branch in 2010. These specialized programs were designed to empower retail managers and their teams with the skills needed to deliver truly exceptional customer experiences.
A Strategic Move: Bridging the Gap with Clients
As CXG’s footprint grew, so did the need for proximity to key decision-makers in Europe and the US. New offices in Paris, London, and New York followed. Dubai, a vibrant business hub discovered during a major UAE project, emerged as the perfect location for a central support headquarters strategically situated between North America, Europe, and Asia Pacific markets.
By 2016, our global-local presence allowed us to not only deepen client relationships but also gain a deeper understanding of their unique challenges. A recurring theme was the difficulty in truly grasping customer needs beyond basic transactions. To address this, we launched our dedicated research practice. Today, our research explores customer behaviors and preferences for premium and luxury brands, products, and stores, providing profound insights that would transform client strategies.
Unified Solutions: A Trusted Partner for Customer-Centric Journeys
The COVID-19 pandemic presented a turning point. It prompted a reevaluation of client needs and internal operations, which led to a pivotal change—consolidating our various agencies under one unified brand: CXG. This move solidified our commitment to being the preferred partner for premium and luxury brands seeking transformative customer experience solutions.
By 2021, we had evolved into a strategic partner, guiding our clients through their entire customer-centric journey with our unique framework of comprehensive CX solutions.
A Legacy of Unforgettable Experiences
Today, CXG operates from 12 offices globally, catering to over 85 countries and boasting partnerships with more than 230 esteemed brands. These collaborations are all about crafting unforgettable luxury moments and driving exceptional performance for our clients.
From a single client and a singular vision, CXG has grown into a comprehensive customer experience transformation partner. Our commitment extends beyond clients; it’s about elevating the experiences of luxury consumers worldwide. Our journey continues with over 15 innovative solutions planned for this year including advanced Voice of Customer (VoC) program design, dynamic Retail Excellence strategies, and data-driven Price Intelligence tools – all designed to propel our clients further on their path to becoming truly customer-obsessed.
Celebrating 18 years of innovation and enduring partnerships, CXG reflects on a journey marked by countless transformed experiences. This is a story paved with challenges and triumphs, but one thing remains constant: Our dedication to pushing the boundaries of what’s possible in luxury customer experience.
