The renewed urgency to
get customer experience right, in our rapidly changing and uncertain world, is placing an increased emphasis on bringing the right skills,
to the right people, to do the right things, at the right time. There
is no longer the luxury,
or the time, to simply let managers and staff figure things out for themselves.
Our events are presented by CTMA’s founder, service-quality
improvement champion,
seasoned CX and VoC consultant, and business author, Paul Linnell.
Events can be tailored for
an individual organisation or a
specific industry, or presented to groups from
multiple organisations and incorporated into industry-wide
conference programmes. During the events Paul draws from his more
than 30 years experience, working with major organisations around
the world in multiple industries to help them measure, manage and improve
customer experience.
His keynote talks and leadership workshops bring clarity of purpose and inspire his audiences into taking action to create value for their organisations and their customers. He shares practical tools, tips, techniques, and frameworks that can help you turn your customer experience vision into your customers’ experience reality.
For an example of some of Paul’s previous engagements, please check-out the selection of past events, webinar guest appearances, corporate events and guest appearances at business schools listed at the bottom of this page.
Keynote speaking engagements
Our keynote topics help support corporate events, industry conferences, and help bring customer experience clarity to individual leadership teams. They have a resounding appeal for acknowledging common barriers for success and describing workable solutions that can be adopted, adapted and used to break down those barriers, and clear the way towards achieving customer excellence. They help to inspire talented people to create a customer experience vision and turn it into a customer experience reality.
His keynote topics include:
- It’s time to stop juggling – start creating value!
- Shifting the mindset to turn Customer Experience
from being a “high-risk un-quantified aspiration”,
into being a measurable, cost-justified, and essential, core business strategy - Reducing current and future risks by building an “Adaptive Customer-Driven Enterprise”
- Six key reasons why customer experience improvement programmes often underperform, get stuck, or fail to start!
Please click here for more information about these keynotes, and
if any of these themes could help with your project, please contact us
to schedule a call to discussion your event, your audience, your theme,
your challenges, and your objectives, and to explore how we can help.
Leadership masterclass workshops
Our leadership workshops build on the themes contained in our keynote topics and serve as a professional masterclass, providing a powerful ‘jump-start’ to those charged with defining customer experience strategies, managing transformations, measuring customer experience performance, and managing customer-driven continuous improvement and value creation.
They can be delivered in-person or online, to an individual organisation, small corporate groups, or as part of a larger conference:
- Defining “the Why” of Customer Experience and how to justify investing to improve it
- Adopting a customer-driven framework for continuous improvement, innovation and value-creation
- Developing your enterprise-wide roadmap to permanently embed “CX” into your organisation’s DNA
Please click here for more information about these events, and if
any of these themes could help with your project, please contact us to
schedule a call to discussion your customer experience challenges in
more detail and to explore how we can help.
Ongoing support, and team and executive coaching
Even the best customer experience improvement programmes can under-perform, suffer from distractions, 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.
Please get in touch
To explore these options, please get in touch to schedule an exploratory session with Paul Linnell (either online or in person), so we can learn more about your current challenges and consider ways we can best help.
