Of those organisations that set out along the journey of customer
experience enlightenment, many only reach half-way. Those that
embark on a CX or CEM journey, without a clear strategic objective and
roadmap, run the risk of wasting vast amounts of time and money chasing
yet another trendy three letter acronym.
Now, more than ever, organisations must build a
customer-driven enterprise that can remove barriers to business, seek
out and fix the problems that customers experience, excel at service
delivery and outperform their competition.
This one-day masterclass draws from more than 20 years experience
working with major organisations in New Zealand, Europe and the United States, to help them turn their customer
experience vision into a customer experience reality. It presents a series of frameworks, blueprints and guides
to help you achieve these goals too.
What it involves:
The masterclass provides an interactive environment that:
- Examines the service management challenges facing businesses and
public sector organisations today
- Explains the business case for investing in service excellence
and identifies how to address three big reasons why businesses lose
customers and fail to get positive referrals, and why public sector
organisations lose their customers’ confidence.
- Discusses how to establish your customer experience baseline
- Describes how customer feedback can be used to drive
continuous improvement and business innovation
- Explains how to create an enterprise-wide framework for
customer-driven value creation
- Discusses how to plan your firsts steps and set priorities
Who should attend:
This event is for senior managers and teams who are leading the customer experience revolution
in their organisation.
- C-level and senior customer-driven executives
- Customer Experience Managers
- Customer Service Managers
- Business Improvement Managers
- Service Delivery Managers
- Business Innovation Managers
The workshop provides a practical framework to help you turn your customer
experience vision into a profitable and cost-effective customer
Limited to 10 delegates
To maintain an interactive and productive environment, this
leadership masterclass will be limited to a maximum of 10 delegates.
Please be sure to register in good time.
To take part in this exclusive one-day masterclass:
“Adopting a customer-driven framework for continuous improvement, innovation and value creation”, please complete the registration form
and we’ll get in touch to discuss the event with you in more detail.
The participation fee of
will be invoiced upon
registration and is payable prior to the event.
The fee includes: Morning tea/coffee, Lunch, and Afternoon tea/coffee
Having registered, if you are unable to
attend the workshop, we will happily refund 80% of the fee if you
can let us know earlier that two weeks before the event.
Alternatively, we would welcome a substitute delegate.
If CTMA needs to reschedule the
event, we will offer registered delegates their choice of a full refund,
or a place at a future rescheduled workshop.
Schedule a call
If you would like to arrange a more detailed discussion about
the event prior to registration, please contact us to
schedule a call.
About your facilitator: Paul Linnell
events are led by CTMA's founder, and customer
experience champion, Paul Linnell.
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.
About CTMA New Zealand Ltd
CTMA is a customer experience and service quality improvement firm providing advisory and measurement services to
help public and private sector organisations improve service to
customers. In addition to its work with individual clients, CTMA
also conducts industry-wide customer experience baseline studies
in sectors such as retail banking, telecommunications,
electricity and gas
supply companies, and local government services.