100,000 Five-Star Moments: What Real Retail CX Excellence Looks Like

Not a campaign. Not a once-off. Not a vanity metric.

This milestone represents something far more meaningful — this is what happens when the right partner, the right culture, and the right technology come together in service of customers, at scale.

At CXG, we are immensely proud to have achieved this milestone in partnership with PEP and PAXI, brands that understand a fundamental truth: Customer Experience requires discipline and focus.

1. More Than a Number — It's a Measure of Trust

Each five-star rating tells a story. A customer who felt heard. A problem resolved with empathy. A moment that mattered.

Sustaining this level of satisfaction in a high-volume retail environment is not accidental. It requires trust, collaboration, and shared accountability. Our journey with PEP and PAXI has been defined by exactly that — consistent commitment to CX innovation that is integrated and results in frictionless experiences.

2. Retail CX at Scale: Where Strategy Meets Execution

Behind the five-star ratings sits a high-performance operation built for the complexity and pace of modern retail. Our work with PEP and PAXI spans:

• 90 dedicated CX resources
• 375,000+ customer interactions managed over the festive season
• 70% of all interactions successfully managed via self-service enablement
• Support across PEP Retail, PAXI, Cell, Home, and Value-Added Services
• A fully deployed CX Portal environment

3. Culture Is the Differentiator

Technology enables. Process guides. Culture delivers. Together we have relentlessly focused on building a culture where empathy is non-negotiable, accountability is shared, and continuous improvement is embedded.

4. Technology That Scales Without Losing the Human Touch

Our trusted UCaaS platform delivers: a single, unified omnichannel platform; intelligent routing and workforce optimisation; integration with Salesforce CRM and Shopify eCommerce; automation that removes friction while preserving empathy; and real-time reporting and behavioural trend analysis.

The result: seamless experiences for customers, clarity for agents, and confidence for leadership.