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a customer-driven enterprise

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Our services - developing knowledge and skills for building a customer-driven enterprise

Training & Coaching
(online & in-person)


Customer Experience Priority Assessment

Managing CX Transformation

Driving Ongoing CX Performance

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Leadership training, coaching and events
 - online and in-person guidance and support

WorkshopsThe ultimate success of a customer experience improvement programme depends on the effective development and nurturing of leadership, skills, collaboration and engagement of everyone in the organisation (including those who “face” the customer, and those who support them).

The new urgency to get customer experience right, in a world recovering from a global health crisis, is placing even more emphasis on giving people the right skills, to do the right things, at the right time.

Let’s talk

If you are embarking on (or partly through) a customer experience improvement programme, please get in touch now so we can schedule a call or Zoom Meeting to discuss your current challenges and explore how we can help.

Schedule a call

In response to this challenge, in addition to our in-person services, we are now delivering our leadership programme, workshops and one-on-one executive planning and coaching sessions online - directly to you and your team - in your own meeting room, at your own desk or home office, in the form of live, group, or personalised online events and programmes. 


Online leadership workshops and seminars - live, interactive events

Our leadership workshops and seminars have provided a valuable “supercharge” for senior managers and their teams for more than a decade.  Now, each of our topics is being offered live online, as individual two-hour or half-day workshops and seminars.  They can be tailored for a specific industry and organisation.  Each event is delivered to a team (of up to five attendees) from a single organisation.

For each event:

More Information >For more information and a selection of some of the challenges we can help you address by having us host a live online event for your organisation, please click here: 



CTMA’s game-changing 22-week online training and coaching programme - live, interactive events

CTMA Framework for customer-driven value creationAdopting a customer-driven framework for
continuous improvement, innovation and value creation

Customer experience improvement programmes often begin well with good intentions, but then encounter a series of challenging obstacles along their path.  Some obstacles may be small and easy to resolve, others can be more substantial, bringing programmes to a halt or severely limiting their success.  Those that embark on this journey, without a clear strategic objective and roadmap, run the risk of wasting vast amounts of time and money chasing yet another trendy two or three letter acronym.

We've learned that the difference between success and failure in customer experience, is that lasting success requires a deliberate and serious commitment, framework and plan.

So, we’ve developed a deliberate and seriously game-changing 22-week training and coaching programme to help organisations build a successful customer experience improvement programme

The programme consists of:

It draws on our more than 30 years experience working with major organisations in the UK, Europe, the United States and New Zealand.  We’ll share the challenges, pitfalls, solutions, joys and delights that we've experienced along the way. 

Schedule a callTo discuss the programme in more detail and how it would contribute to the success of your organisation’s customer experience improvement programme, please get in touch so we can schedule an exploratory call or a Zoom Meeting.



Ongoing support, and team and executive coaching

Even the best customer experience improvement programmes can under-perform, suffer distraction, and lose momentum.

To help organisations maintain programme freshness and keep pace with the changing needs wants and expectations of customers, CTMA can provide ongoing support with periodic visits, attend steering group meetings, act as an external programme champion, conduct customer service health-checks, and provide team and executive coaching and mentoring.

Schedule a callTo explore these options, please get in touch so we can schedule a call or a Zoom Meeting to discuss your current challenges and consider ways we can best help.



About your facilitator: Paul Linnell

Paul LinnellOur events are led by CTMA's founder, and customer experience champion, Paul Linnell.  Paul works internationally with senior managers and their teams to help them achieve business success, reduce risk and build customer loyalty and advocacy by improving service to customers.  He specialises in the design and deployment of customer experience measurement, service quality improvement, complaints handling and preventive analysis programmes.

Paul has presented on these subject at conferences, seminars, workshops, webinars and corporate events in Australia, Belgium, Bahrain, Ireland, the Netherlands, New Zealand, the United Kingdom, and the United States.  For most of his career he has worked in Europe and North America and now Paul is based in New Zealand, continuing to serve clients globally.

View Paul Linnell's profile on LinkedIn




Selection of past events:

To arrange a more detailed discussion about any of our workshops or seminars, or for requests for conference speaking engagements, please contact us to schedule a call.

Public events:

Public webinars:

Corporate events: