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Our services - developing knowledge and skills for building a customer-driven enterprise
Our leadership workshops and seminars have provided a valuable “jumpstart” or “supercharge” for senior managers and their teams for more than a decade. Now, we’re delighted to also bring these topics directly to you and your team in the form of live online events.
To learn more about our online and in-person
workshops and seminars, and to explore how we can help you address your customer experience challenges, please contact us to schedule a call
or a Zoom Meeting.
Interactive online events are delivered to you and your team (of up to five attendees from your organisation) as individual two-hour or half-day workshops or seminars. In-person events can be half-day, full-day or multi-day events. Because one size does not fit all, they are tailored for your specific industry and your current organisational needs.
For each event:
Our topics draw from more than 30 years experience working with major organisations around the world in multiple industries to help them measure, manage and improve customer experience. In our events we share a series of tools, tips, techniques, frameworks and guides to help you turn your customer experience vision into your customers’ experience reality.
The following is a selection of our seminar and workshop topics designed to help organisations develop and enhance their customer experience improvement programmes:
Six key reasons why customer experience improvement
programmes
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Opportunity exploration workshop:
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Clarity and vision workshop: “Exploring the Reality-Clarity Challenge”
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Customer excellence in the public sector:
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Measure and Assess:
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Operational framework overview:
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Learning from customers:
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If you are preparing to meet the customer experience demands of a recovering world, or if you are already partly through a customer experience improvement programme, please get in touch so we can schedule a call or a Zoom Meeting to discuss your current challenges and explore ways we can help.
Our online and in-person leadership workshops and seminars 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 worked with clients and presented on these subjects at conferences, seminars, workshops, webinars and corporate events in Australia, Belgium, France, Germany, Ireland, the Middle East, Portugal, Spain, 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.