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Leadership workshops, seminars & conference speaking

CTMA workshops and seminars are for senior managers and teams leading the customer experience revolution. Delivered as public events, tailored stand-alone sessions or as part of our business transformation consulting engagements, the workshops and seminars provide a valuable “jumpstart” on the road to reaping the benefits of customer-driven performance improvement.


A “jumpstart” on the road toward reaping the benefits of customer-driven performance improvement

Workshops can be tailored for specific industries, delivered in-house for an individual organisation or presented to wider groups from multiple organisations. Our seminars can also be incorporated into industry conference programmes as 45 minute primers or run as a series of full-day workshops.

The following are examples of some off the topics we cover:

General, cross-industry workshops:

Workshop: Customer-driven value creation
- Developing a practical framework to turn customer experience vision into customer experience reality

Framework workshop

As the term “Customer Experience Management” (CEM) gains increasing popularity, the challenge is how to turn it from being just a popular term, or a new job title, into a strategic agent for profitable business improvement and change.

Organisations that embark on a CEM journey, without a clear strategic objective and roadmap, run the risk of wasting vast amounts of time and money chasing yet another 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 and outperform their competition.

This workshop presents a series of frameworks, blueprints and guides that point the way towards realising these goals. It explains the case for investment in service excellence and describes the measurements and business strategies that need to be put in place to achieve incremental gains that improve the bottom line.

The workshop examines:

  • The service management challenges facing business today
  • How to establishing your customer experience baseline
  • How to create an enterprise-wide framework for customer-driven value creation
  • How to plan the firsts steps and set priorities

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

(Typical duration: 1 day)


Workshop: Justifying investment in customer experience and service improvement
- Quantifying the bottom-line benefits of improved customer experiences

Justifying investment

Justifying investment in service improvement and customer experience management is often a struggle. However, all is not lost! Using a combination of case studies, benchmarks and research, this workshop will help you develop a business case for CEM.

The workshop will provide insights into why good customer experiences are important, and how they should be measured.

The workshop examines:

  • The myths and realities of customer satisfaction
  • Calculating the cost of poor service
  • Estimating potential returns on service investment
  • Implementing profitable service improvement strategies

The workshop provides participants with a framework for estimating potential returns on service-level investment and an approach to incorporating customer experience measurement into continuous business improvement.

(Typical duration: 1 day)


Focus on Local Government:

Defining a council-wide strategy for measuring and managing service quality
 - Using customer feedback to improve council services and reduce costs

Local Government

Local councils are emerging from an old paradigm of an “annual residents’ survey”, towards a need for a more cost-effective and actionable approach to capturing customer feedback.

However, many councils that have trialled alternate methods have found them to be costly to outsource, difficult to administer internally, and generally void of actionable insights.

This workshop, developed specifically for local government, explores the limitations that often arise and identifies how to resolve them. It will help local councils define their measurement objectives, identify desired outcomes and establish a scalable framework for measuring customer experience and managing service quality.

Designed specifically for those responsible for measuring and managing service quality in local government, the workshop examines:

  • Local government’s service-management challenge
  • How to design an actionable measurement programme
  • How to turn measurement into management actions
  • Implementing an effective service improvement strategy

Once implemented, the measurement framework should provide:

  • Internal support to operational managements’ commitment to continuous improvement by providing timely, actionable visibility on service performance and customer satisfaction
  • A robust source of performance measurement for use in the preparation of external performance reporting of KPIs

The framework will place more control in the hands of council management, help to reduce wasted costs, identify service failures and improve the effectiveness of internally and externally resourced service delivery processes. (Typical duration: 1 day)


Selection of past and upcoming events:

Public events:

  • Customer 3.1 Conference and Post-Conference Workshop
    • (Conferenz - May 2017, Auckland, NZ)
  • Customer Experience Excellence 2016 Conference: “Is your business success undermined by your customers’ experiences?”
    • (IQPC - Nov 2016, Wellington, NZ)
  • Seminar: “How to improve the effectiveness of complaints handling”
    • (CCiNZ - CTMA / Learning Planet - Jun 2016, Auckland, NZ)
  • Customer 3.1 Post-Conference Workshop:
    “CEM strategy: Developing a practical framework to turn customer experience vision into customer experience reality”
    • (Conferenz - May 2016, Auckland, NZ)
  • Customer 3.1 Conference: “How much is your business undermined by your customers’ experiences?”
    • (Conferenz - May 2016, Auckland, NZ)
  • Customer 3.1 Conference: “Customer experience - what’s my number”
    • (Conferenz - May 2015, Auckland, NZ)
  • Customer 3.1 Conference: “Transforming Voice of the Customer Analytics into Management Action”
    • (Conferenz - May 2015, Auckland, NZ)
  • Workshop: “Developing a practical framework to turn customer experience vision into customer experience reality”
    • (cemNZ / Midas Infomedia - Jun 2014, Wellington, NZ) (cemNZ - Apr 2014, Auckland, NZ)
  • 2014 Customer Conference, Post-conference workshop: “Justifying investment in customer experience and service improvement”
    • (Conferenz - May 2014, Auckland, NZ)
  • Young at Heart Conference: “Building a Framework for Customer-Driven Value Creation”
    • (Conferenz - Mar 2014, Auckland, NZ)
  • Local Government Workshop: “Defining a council-wide strategy for measuring and managing service quality”
    • (cemNZ - Feb 2014, Auckland, NZ)
  • Digital Self Service Conference: “Customer Experience - Success or Failure of Digital Self Service”
    • (Conferenz - Sep/Oct 2013, Auckland, NZ)
  • The 2013 New Zealand Customer Conference
    • (Conferenz - 29-30 and 31 May 2013, Auckland, NZ)
  • Contact centre managers' summit
    • (Rapid Results - Auckland, NZ)
  • Customer Experience Conference
    • (Conferenz - Auckland, NZ)
  • Conferenz masterclass: "Voice of the Customer to Management Action"
    • (Auckland, NZ)
  • NZ-SOCAP seminar: Customer Satisfaction Tracking
    • (Auckland, NZ)
  • University of Gent: Business leaders’ workshop
    • (Gent, Belgium)
  • Noordelijke Hogeschool Business School: Speaker and guest lecturer
    • (Leeuwarden, The Netherlands)
  • Marcus Evans call centre conference: “Preventive analysis”
    • (London, England)
  • Marcus Evans conference:
    • (Melbourne, Australia)
  • ALGIM conference: Local government customer service
    • (New Plymouth, NZ)
  • SOCAP Technology Forum
    • (Washington, DC, USA)
  • World Congress for TQM conference
    • (Wellington, NZ)


  • Resolve Software - Banking industry webinar: “Customer Satisfaction and Loyalty - Can you bank on it?”

    • (March & April 2016)
  • Resolve Software - Power industry webinar: “Switching on to your Customers”

    • (June 2015)
  • Resolve Software & Eccentex webinar: “Effective Complaints Handling and Case Management - How it Pays!”

    • (June 2013)

Corporate events:

  • Provender: “Meeting the service management challenge”
    • (Auckland, NZ)
  • Chep Equipment: Customer service seminar
    • (Auckland, NZ)
  • Accident Compensation Corporation: Managers' conference
    • (Masterton, NZ)