...developing knowledge and skills for building
a customer-driven enterprise

Home >> Our services >> Workshops >> Masterclass

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

Workshops

Overview

Establishing a CX   Baseline

Managing CX Transformation

Driving Ongoing CX Performance

Feedback Channels


Upcoming Public Event (Limited to 10 places)    Albany, Auckland, NZ    26 October 2017

 

One-Day Leadership Masterclass:Registration

Adopting aCTMA Framework for customer-driven value creation
customer-driven
framework for
continuous improvement,
innovation and value creation

Wherever you are on the “customer experience” journey, the challenge is how to turn “CX”, or “CEM”, from being just another passing popular term or new job title, into a strategic enterprise-wide agent for business improvement and change.

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:

Who should attend:

This event is for senior managers and teams who are leading the customer experience revolution in their organisation.

Outcomes:

The workshop provides a practical framework to help you turn your customer experience vision into a profitable and cost-effective customer experience reality.

  

Registration:

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.

Taking part

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.

Fee

The participation fee of $870 (+GST) will be invoiced upon registration and is payable prior to the event.

The fee includes: Morning tea/coffee, Lunch, and Afternoon tea/coffee

Cancelations:

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.

Schedule a call

Registration form: 

 
 

...and include your contact details here:

Title: First name: Last name:
     

Any special requirements? (e.g. meals)

     
   
(Checking this box saves your contact details on this PC so you may not need to type them in on our site in future)

  

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

 


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.