CX Assessment Services Agency

Every customer interaction tells you something. The challenge is knowing what to look for, what's getting in the way, and where to focus your efforts. As a CX assessment services agency and consulting firm, G&CO. helps organizations take a closer look at the experiences they create across customer journeys, digital channels, and service touchpoints. We uncover gaps between customer expectations and reality, identify opportunities to improve, and connect those insights to the outcomes that matter most to your business. The goal is simple: create experiences that work better for your customers and deliver lasting value for your business. Let's talk about what that could look like for you.

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CX Assessment Services Agency Services

G&CO. helps pharmaceutical companies see their customer experiences through a fresh lens. We look at the journeys, interactions, and moments that matter to patients and healthcare professionals, uncovering what works, what gets in the way, and where things can improve. With practical insights and clear recommendations, we help teams remove friction, create more connected experiences, and turn better customer understanding into stronger relationships and business results.

Patient Experience Audit

Every patient experience matters. G&CO. helps pharmaceutical companies understand how people experience their brands, services, and support programs. We uncover barriers to access, unclear communication, and moments that cause frustration. With these insights, teams can make meaningful improvements, build trust, and create more supportive experiences that put patients’ needs first while respecting regulatory requirements.

Patient Journey Audit

The path from diagnosis to ongoing treatment should feel as clear and supported as possible. G&CO. maps the patient journey to reveal where people face delays, confusion, or disconnected support. We turn these findings into practical ways to simplify each step, improve continuity, and create a more joined-up experience for patients throughout their treatment journey.

Healthcare Professional (HCP) Experience Audit

Healthcare professionals need relevant information and useful interactions, without unnecessary complexity. G&CO. assesses how HCPs engage with pharmaceutical brands, scientific resources, and communication channels. We identify gaps in access, consistency, and relevance, helping teams make every interaction more useful and connected while keeping experiences aligned with industry regulations.

Digital Pharma Experience Audit

Digital experiences should make it easier to find information, access support, and take the next step. G&CO. reviews pharmaceutical websites, portals, educational resources, and patient support platforms to spot usability issues, accessibility barriers, and confusing journeys. We help teams make digital touchpoints simpler, more intuitive, and better aligned with the needs of patients and healthcare professionals.

Pharmaceutical Customer Touchpoint Audit

Every interaction shapes how people see a pharmaceutical brand. G&CO. looks across customer communications, digital platforms, service interactions, and professional engagement to understand where experiences feel consistent and where they fall short. We identify friction and missed opportunities, helping teams create clearer, more reliable touchpoints that build confidence and support business goals.

Patient Support Program Audit

Patient support programs should make treatment easier to navigate, not add another layer of complexity. G&CO. assesses the experience from enrollment and onboarding to communication and ongoing assistance. We uncover barriers that make programs harder to access or use, then recommend practical improvements that help more patients get the support they need.

Pharma Field Force Experience Audit

Meaningful engagement starts with understanding what healthcare professionals need from every interaction. G&CO. evaluates experiences with pharmaceutical field representatives, looking at the quality of conversations, relevance of information, and connections between in-person and other channels. We help teams identify what could work better and create more useful, consistent engagements within applicable compliance requirements.

Omnichannel Pharma Experience Audit

Patients and healthcare professionals move between digital platforms, in-person conversations, and support services. Their experience should feel connected at every step. G&CO. assesses how these channels work together, uncovering inconsistent messages, broken handoffs, and gaps in the journey. We help pharmaceutical teams create smoother transitions and more cohesive experiences across every meaningful interaction.

Work

Thermo Fisher Scientific

G&CO. helped Thermo Fisher Scientific design an AI-enabled scientific experience around inspectable reasoning and confidence rather than the conventional chat-first model.

Starbucks

G&CO. helped Starbucks turn regional customer behavior into a scalable mobile experience spanning loyalty, personalization, ordering, and omnichannel pickup.

Hims & Hers

Helping reshape how people access personal health solutions, we partnered with our network to help Hims & Hers to enhance their digital experience, streamlining the journey from consultation to prescription, shaping the strategic direction of the customer experience in close collaboration with a partner, where we consulted and contributed thinking throughout.

Our Impact as a CX Assessment Services Agency

Better customer experiences start with understanding what customers need, where their experiences fall short, and what your business can do about it. G&CO. helps organizations connect those insights to meaningful action. We uncover experience gaps, identify opportunities for improvement, and help teams focus on changes that matter to both customers and the business. By combining customer insight with strategic thinking, our CX assessment services give organizations the clarity to make better decisions, strengthen customer relationships, and build lasting competitive advantage.

Understand Your Customers

Understanding your customers takes more than collecting data. It means recognizing what they value, what frustrates them, and how their expectations are changing. With a clearer picture of your customers, your team can make more informed decisions, respond to changing expectations, and create experiences that stay relevant.

Improve Customer Journeys

When customers encounter confusing steps, inconsistent service, or unnecessary effort, even small frustrations can affect their overall experience. G&CO. examines how customers move through your business to identify where the journey breaks down. We turn those findings into practical recommendations that make it easier for customers to achieve what they came to do.

Strengthen Brand Differentiation

Customers remember how a brand makes them feel and how well it delivers on its promises. G&CO. helps you understand how customers perceive your brand, where their expectations aren't being met, and what could make your experience stand out. We help you strengthen brand preference and give customers more meaningful reasons to choose you over the alternatives.

Connect CX to Business Goals

Customer experience improvements have the greatest impact when they support clear business goals. G&CO. helps connect what customers need with what your organization is working to achieve, whether that's improving retention, increasing conversion, or making service more efficient. We help your team identify the right priorities, direct resources toward the changes with the greatest potential, and define ways to measure progress.

Close Experience Gaps

There's often a difference between the experience a business intends to deliver and what customers actually encounter. G&CO. helps uncover that gap by examining customer interactions, service performance, and the underlying issues that create friction. Rather than simply highlighting what's wrong, we help identify why problems occur and where improvements can make the biggest difference.

Build Customer Loyalty

Customers are more likely to stay when they feel understood, valued, and confident in the experience they receive. By identifying the moments that influence satisfaction and loyalty, we help your team focus on improvements that matter to customers. Over time, those changes can support stronger relationships, better retention, and more sustainable growth.

Testimonials

Chris Patte

Director, Digital Customer Experience
Starbucks

“G&CO. brought real innovation to the table thinking globally, adapting locally, and making it all feel seamless. The process has been collaborative, forward thinking, and incredibly well structured."

Alexandra Reed

Director, Digital Marketing EMEA
Nike

"Upon reviewing multiple alternatives, our selection fell on G&CO., - a choice that has been absolutely precise from the very start. This collaboration has brought forth immense value and positivity for Nike, making it an exceptionally gratifying endeavor."

Akio Tanaka

Senior Director, Digital Transformation
Toyota

"G&CO.'s team exemplifies strategic expertise and fearless innovation. Their commitment to solving complex problems is commendable."

Patricia Miller

Senior Director, Customer Experience
Enterprise Airline

"G&CO. is a blend of passion, collaboration, and unmatched digital expertise, always exceeding our business expectations."

$10

Billion

Robust strategy delivered to meet revenue goal by 2027.

102

Million people reached after implementation of user experience design.

162

Increase in online direct-to-consumer conversion.

100

Delivers & consumers benchmarked across the United States for a 3-month survey.

Months

Created a full-scale, responsive UX/UI design for desktop, mobile, and tablet.

Million

Downloads of the Toyota app for convenient, vehicle management.

Months

Re-design accomplished

478

Increase in campaign reach with new market targeting

Months

Mobile app design accomplished from start to finish

$10

Billion

Robust strategy delivered to meet revenue goal by 2027.

102

Million people reached after implementation of user experience design.

162

Increase in online direct-to-consumer conversion.

100

Delivers & consumers benchmarked across the United States for a 3-month survey.

Months

Created a full-scale, responsive UX/UI design for desktop, mobile, and tablet.

Million

Downloads of the Toyota app for convenient, vehicle management.

Months

Re-design accomplished

478

Increase in campaign reach with new market targeting

Months

Mobile app design accomplished from start to finish

Our Expertise as a CX Assessment Services Agency

Understanding customer experience takes the right expertise to uncover what customers need, recognize where experiences fall short, and determine what to do next. G&CO. brings together a team of more than 100 strategists and experience specialists, supported by proprietary research and benchmarking, to help organizations see their customer experiences more clearly. We turn those insights into practical recommendations that help teams make informed decisions, improve customer relationships, and move business goals forward.

Advanced CX Benchmarking

Knowing how your customer experience performs is one thing. Understanding how it compares and where it could improve is another. G&CO. combines structured assessments, consumer insights, and proprietary research to help you evaluate performance against relevant benchmarks. We identify strengths, reveal gaps, and highlight opportunities to improve, giving your team a clearer picture of where to focus and how to measure progress.

Customer-Centered Innovation

Meaningful innovation starts with understanding people. G&CO. helps you uncover changing expectations, unmet needs, and points of friction that can reveal opportunities for better experiences. By grounding decisions in customer insight, we help your team develop ideas and improvements that solve real problems, strengthen engagement, and support your wider business priorities.

Cross-Industry Experience

Customer expectations differ across industries, but valuable lessons can often be found beyond your own sector. G&CO. draws on cross-industry experience to help you recognize useful approaches, challenge familiar assumptions, and see your customer experience from a fresh perspective. We tailor our recommendations to your business, helping you apply relevant insights to your specific challenges, customers, and goals.

Insights That Drive Action

Knowing what's wrong matters. Knowing what to do about it matters more. G&CO. connects customer research, experience assessments, and performance findings to identify the changes most worth making. We help your team turn complex information into clear priorities and practical next steps, so you can direct resources where they can have the greatest impact and connect CX improvements to meaningful business outcomes.

Global Consumer Insights

Customer expectations can shift from one market to another. What works well in one place may not resonate in another. G&CO. helps organizations understand these differences through consumer research and a broader view of customer behavior and brand perceptions. These insights help you adapt experiences to local needs while maintaining a consistent brand direction across markets.

Ongoing CX Improvement

Customer expectations evolve, and the experiences you deliver need to evolve with them. G&CO. helps you assess performance over time, identify emerging issues, and understand whether previous improvements are making a difference. By connecting ongoing evaluation with clear measures and focused recommendations, we help your team learn from results, adjust priorities, and keep making progress toward better customer and business outcomes.

FAQs

What are the benefits of hiring a CX assessment services agency?

Hiring a CX assessment services agency gives enterprises an objective view of customer needs, journey friction, and opportunities for improvement. G&CO. combines customer research, journey mapping, performance analysis, and benchmarking to uncover experience gaps that internal teams may overlook. We translate these findings into prioritized recommendations that improve consistency, strengthen customer loyalty, and align experience investments with business goals, helping leadership teams make better-informed decisions and drive sustainable growth.

How can CX assessment services improve business performance?

CX assessment services improve business performance by identifying customer experience barriers that affect conversion, retention, and operational efficiency. G&CO. combines customer insights, journey analysis, and performance data to pinpoint root causes and prioritize high-impact improvements. By connecting experience gaps to commercial objectives, we help enterprises simplify interactions, reduce avoidable service costs, strengthen customer relationships, and build a practical roadmap for measurable business improvement.

What is the ROI of hiring a CX assessment agency?

The ROI of hiring a CX assessment agency comes from identifying and prioritizing experience improvements with measurable commercial potential. G&CO. helps enterprises establish performance baselines, uncover opportunities to improve retention and conversion, and assess potential gains against implementation costs. We connect customer experience priorities to relevant business metrics, enabling leadership teams to build stronger investment cases, allocate resources effectively, and track whether improvements deliver tangible value.

How can a CX assessment agency improve customer retention?

A CX assessment agency improves customer retention by identifying the friction, unmet expectations, and service failures that contribute to customer churn. G&CO. combines customer feedback, journey mapping, behavioral data, and operational analysis to uncover the root causes of disengagement. We help enterprises prioritize improvements across onboarding, service delivery, and ongoing engagement, creating more consistent experiences that strengthen loyalty, protect recurring revenue, and support long-term customer value.

How do customer experience assessments identify performance gaps?

Customer experience assessments identify performance gaps by comparing customer expectations with actual experiences across journeys, channels, and service interactions. G&CO. combines customer research, behavioral analytics, operational metrics, and journey mapping to reveal where friction occurs and why. By distinguishing underlying causes from surface-level symptoms, we help enterprises prioritize the gaps with the greatest customer and business impact, establishing a clear foundation for targeted improvements and ongoing measurement.

How can CX benchmarking create a competitive advantage?

CX benchmarking creates a competitive advantage by showing enterprises where their experiences outperform, match, or fall behind market expectations. G&CO. assesses relevant experience measures, customer perceptions, competitor interactions, and cross-industry practices to identify meaningful opportunities for differentiation. We translate comparative insights into focused improvement priorities, helping leadership teams determine where to raise performance, where to invest, and how to deliver distinctive experiences that strengthen customer preference and market positioning.

Why hire an external CX assessment agency instead of using an internal team?

An external CX assessment agency complements internal expertise with independent perspective, specialist methodologies, and objective evaluation across organizational boundaries. G&CO. helps enterprises challenge established assumptions, connect customer feedback with operational evidence, and identify gaps that individual teams may not see. Working collaboratively with internal stakeholders, we translate findings into actionable priorities and a shared improvement roadmap, enabling organizations to make more confident decisions and accelerate customer experience transformation.

How can CX assessment findings be translated into an implementation roadmap?

CX assessment findings become an implementation roadmap when insights are translated into prioritized initiatives, clear ownership, timelines, and measurable outcomes. G&CO. evaluates opportunities according to customer impact, business value, feasibility, and strategic alignment. We help enterprises distinguish immediate improvements from longer-term transformation, define relevant success measures, and establish governance for delivery. This creates a practical path from diagnosis to execution, helping teams turn customer insights into sustained operational and commercial results.

How can global enterprises improve customer experience across markets?

Global enterprises can improve customer experience by combining consistent global standards with experiences adapted to local customer needs and market conditions. G&CO. assesses journey performance, stakeholder expectations, channel effectiveness, and operational consistency across markets to distinguish shared challenges from regional priorities. We help organizations establish comparable metrics, identify transferable best practices, and guide locally relevant improvements, strengthening brand consistency while enabling more meaningful experiences across diverse customer segments and geographies.

How can businesses measure the impact of CX improvements?

Businesses can measure the impact of CX improvements by connecting changes in customer behavior and perceptions to operational and financial outcomes. G&CO. helps enterprises establish baselines, select relevant indicators, and track measures such as satisfaction, retention, conversion, customer effort, and cost-to-serve. Where feasible, controlled pilots and comparative analysis help validate results. This creates a more accountable measurement framework, enabling leadership teams to refine initiatives, scale effective solutions, and demonstrate business value.

Global Leadership

We’re 100+ individuals from across the world driven by innovation and diverse perspectives. We craft your brands innovations for the world of tomorrow.

Jessie Morton

SVP, Client Engagement & Growth

Jessie leads the delivery of complex, multi-phase digital programs at G&CO., bringing teams, timelines, and priorities into alignment from kickoff through launch. Her experience spans work for Nike, Disney, PepsiCo, HBO Max, J.P. Morgan Chase, Samsung, and Sephora. Known for creating clarity across fast-moving engagements, Jessie anticipates risk, keeps stakeholders informed, and ensures ambitious ideas become high-quality outcomes.

Juan Manuel Gonzalez

Founder & Chief Executive Officer

As founder and CEO of G&CO., Juan Manuel Gonzalez leads a global customer experience consulting firm and digital transformation partner serving Fortune 500 brands across healthcare, life sciences, financial services, hospitality, and retail. Houston-raised and New York-based, Juan has grown G&CO. into a team of 50+ advising clients including Thermo Fisher Scientific, Starbucks, Saks Fifth Avenue, Levi's, and Carnival Corp. He is also the creator of Acumen, an AI-powered decision intelligence platform purpose-built for healthcare and life sciences. Juan and G&CO. have been recognized by the CFDA, ANA, Wall Street Journal, and Inc.

Adrian Garnica

Chief Operating Officer

As the CCO of G&CO., Adrian is a visionary leader responsible for driving growth, managing teams, and fostering client relationships. With a proven track record at McKinsey and R/GA, Adrian has successfully developed and executed strategic visions, led consultant teams, secured major clients such as Travel + Leisure, Google, and Louis Vuitton, and ensured top-quality project delivery. Adrian's expertise lies in scaling, operations, and client-agency collaboration.

Ajay Lodha

VP, Technology

Ajay guides the technology strategy behind G&CO.’s digital transformation work, with a focus on architecture, data, integration, and platform scalability. He helps organizations understand how their systems work together, where friction or redundancy exists, and what must change to support future growth. His approach balances long-term ambition with the practical demands of governance, security, adoption, and maintainability, ensuring technology decisions create lasting business value.

Cindy Pound

Executive Program Manager

With more than two decades of experience at R/GA and Razorfish, Cindy has guided multidisciplinary programs for Google, YouTube, LEGO, Marvel, Starbucks, and Travel + Leisure. At G&CO., she oversees engagement delivery and stakeholder alignment, helping creative, strategic, and technical teams work effectively toward a shared goal. Cindy combines operational rigor with an understanding of the creative process, bringing clarity and consistency to every stage of an engagement.

Eric Freitag

Practice Lead, Health and Life Sciences

Eric leads G&CO.’s Health and Life Sciences practice, drawing on more than two decades of experience across digital health, medtech, and life sciences. Before joining G&CO., he served as Principal and Associate Director at Accenture Song and held leadership roles at R/GA, Smart Design, and frog. His work for organizations including Pfizer, Johnson & Johnson, Bristol Myers Squibb, Medtronic, GSK, and GE Healthcare has centered on turning scientific, clinical, and operational complexity into experiences people can understand, adopt, and trust.

Fiona O’Leary Sloan

Product Strategy Lead

Fiona helps organizations turn complex business and customer needs into clear, connected product experiences. Her background spans Runyon, Doberman—now part of EY—and co, where she contributed to work for Goldman Sachs, Accelerant, and TIAA. At G&CO., Fiona shapes strategic narratives, customer journeys, and product direction, aligning content, processes, and technology around a shared vision for the experience.

Steven Moy

Chief Technology Officer

As Chief Technology Officer at G&CO., Steven is a strategic leader responsible for driving technical innovation, scaling digital platforms, and enabling enterprise transformation. With a proven track record across Shiseido, Samsung, and American Express, Steven has led global ecosystem overhauls, architected scalable and secure systems, and delivered mission-critical solutions for some of the world’s most respected brands. His expertise spans systems integration, AI and data readiness, and aligning technology with business strategy, brand experience, and operational efficiency.

Jeff MacBride

VP, Project Management

Jeff excels in developing and implementing effective project management strategies. With a strong track record in leading teams and collaborating cross-functionally, Jeff ensures successful project delivery, client satisfaction, and continuous improvement. Having served renowned clients and brands, Jeff's expertise in scaling operations and fostering a collaborative culture is backed by achievements at Lockheed Martin and as an adjunct professor in project management.

Capabilities

1/5

Brand Intelligence

We blend advanced analytics with strategic expertise to provide a comprehensive view of your market and competition.

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Brand Strategy

Competitive & Competitor Intelligence

Product Elevation

Our comprehensive approach to product elevation leverages cutting-edge technologies and user-centric designs, transforming ideas into impactful solutions.

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Concepts & Prototypes

UX/UI & Design

Full Stack Mobile & Web Development

Product Experience Management (PXM)