100,000 Five-Star Moments - Real Retail CX Excellence
Nov 14, 2025
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 understands a fundamental truth Customer Experience requires discipline and focus!
1. More Than a Number it’s a 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 with Leaders and Agents, with journeys designed specifically 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
This is retail CX delivered with precision, not compromise.
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
Continuous improvement is embedded
Because in retail, how you show up matters just as much as what you deliver.
4. Technology That Scales Without Losing the Human Touch
Delivering this level of CX requires technology that enhances, not replaces, human connection.
Our trusted UCaaS platform Partner and CXG 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
Real-time reporting and behavioural trend analysis
The result: seamless experiences for customers, clarity for agents, and confidence for leadership.
