Our services - developing knowledge and skills
to build an adaptive customer-driven enterprise
Leadership Masterclass Workshops
Helping to inspire talented people to turn their organisation
into an “adaptive customer-driven enterprise™”
Our leadership workshops 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.
How we help
For each event:
We first meet with your
event sponsor (online, or in-person), to
discuss the specific challenges they are seeking to address, the roles
and responsibilities of the attendees, and the outcomes they hope to
achieve. In some instances we also meet with a selection of
proposed participants. We then schedule the event and confirm the details
in writing.
On the day, we host the event live online or
deliver the event in-person at your location, sharing our experience
with your attendees, providing them with tools and techniques for
them to use, and working interactively with them to help them
develop a plan to apply what they’ve learned.
Shortly after the event we meet again with
your event sponsor (online, or in-person), this time to respond to any additional questions, and to share any
additional observations or recommendations that may contribute to
your programme’s success.
The following is a selection of some of the masterclass workshops
we provide, and together they form part of our comprehensive customer
experience transformation programme.
If your organisation is looking
for a ‘jump-start’ defining customer experience strategies, managing a
CX transformations, measuring customer experience performance, and
managing customer-driven continuous improvement, or if you are planning
a corporate event, or an industry conference where any of these themes could
bring value to your audience, please
get in touch to schedule an exploratory session with Paul
Linnell (either online or in person), to
discuss your project and to explore how we can help.
Leadership workshop -
Justification and vision:
Defining “the Why” of Customer
Experience, and how to
justify investing to improve it
Everyone agrees that it’s “nice” to give customers a
good experience, but when it comes to allocating funds, managing budgets, and controlling costs, investment in customer experience is often assigned
a low priority because
of a common lack of clarity about how to:
Quantify why
customer experience is
important, and
Justify why it should be
improved
We have developed two distinct versions of
this workshop to reflect the unique and diverse
challenges faced by businesses and public sector
organisations. In this
workshop we explore why good
customer experiences and a robust voice-of-the-customer programme can:
Give your business a
huge competitive advantage, and
Make public
services much more cost-effective and
able to deliver
significantly improved public,
agency and government outcomes.
Tailored to match the current needs of each
individual client, we work with workshop attendees to
build a customer experience value model for their
own organisation. We consider their organisation’s
strategic outcome objectives and criteria for
success, the desired customer behaviours and choices
that lead to these outcomes and the experiences
customers have that may either drive, or undermine
those choices.
We draw from our more than 20-year base of
industry and public sector research to
demonstrate the cost and risks of poor service, and
work with workshop attendees to build a customer
experience value model for their own organisation
that documents:
The business case for investing in “customer experience” and
service excellence.
The metrics to
use to measure, manage and improve performance
How to put customer experience squarely on the
executive agenda
How to plan your first steps and set
priorities for improvement
The workshop serves as a
foundation for driving accountability and internally
calibrating, justifying and communicating the organisation’s customer experience vision and the
underlying return on investment.
(For those organisations
that take part in our baseline
studies, the workshop also provides a solid foundation on
which to prioritise the findings and turn their
strategy into action).
Who’s this for?
This workshop is for executive teams, senior
management, and customer experience champions
needing to establish a clear understanding of the
business imperatives of customer experience, service
quality and continuous improvement. Its
content can be comfortably applied to businesses in
multiple industries, public services, non-for profit
and non-profit enterprises.
(Typical duration: One day)
Leadership workshop -
Continuous improvement:
Adopting a customer-driven framework for continuous
improvement, innovation and value-creation
It’s a major challenge to transform an organisation, its
departmental and hierarchical mindset, its processes and
disciplines, its expertise, talent and creativity into a
successful, unified, and adaptive customer-driven enterprise.
In
this workshop, we introduce the CTMA Customer-Driven
Framework for Continuous Improvement, Innovation and Value
Creation and we explore how its adoption as an
operational framework can seamlessly overlay
an organisation’s existing structures to provide a common
set of enterprise-wide disciplines for delivering customer
excellence and continuous improvement.
There are three key concepts that define the purpose of the
framework, and how it works to contribute to the success of
an organisation by:
Creating value by making
customers, staff ant the organisation more successful
Reducing effort my making
things easy for customers and staff
Getting better through
continuous customer-driven improvement
The framework consists of five value-creating disciplines,
surrounding a central strategic objective of creating value
for customers, staff and the organisation.
The five value-creating disciplines are oriented in an ongoing cycle of
roles, responsibilities and activities that form a unifying
endeavor of customer-driven continuous improvement and value
creation.
In this workshop we explore each of these key concepts, consider the central strategic objective as it
might apply in your organisation, and then examine the roles,
responsibilities and activities that make up the five key
value-creating disciplines.
Who’s this for?
This workshop is
for those needing a framework to inspire
enterprise-wide engagement in customer-driven quality
improvement and guide their organisation towards achieving
its customer experience objectives.
(Typical duration: One day)
Leadership workshop - CX
Transformation:
Developing your enterprise-wide roadmap to permanently embed
customer-driven continuous improvement into your organisation’s DNA
Once the strategies and frameworks developed during
the earlier workshops have been agreed and established, an
organisation must ensure that they start creating value by
becoming an enduring part of its “business-a-usual” operations.
The drive to improve customer experience has been around for so long, most organisations have “given-it-a-go”
– several times!
These programmes are known by many names,
(for example: “customer service”, “customer
first”, “customer satisfaction”, “customer
experience”, “service-quality”),
but each time a new “customer- ___” 👈 [insert
your own word here] initiative is launched, there’s typically a cycle of between 18 and 36 months during which interest and investment waxes, and then wanes. Then the effort
and investment is repeated a few years later using
another word.
So, we’re left thinking:
What goes wrong with these programmes?
Why don’t they last?
Why do they so often need to be
re-startedover-and-over-again?
In this workshop we’ll explore:
Why customer experience improvement programmes often
underperform,
get stuck or
fail to start
How to establish your customer experience baseline and the
metrics that define your success
A transformation roadmap to make your CX / VoC programme and
lasting,
value-creating success
We’ll use cross-industry experiences to illustrate where CX programmes can go wrong, and work with workshop attendees to identify the right metrics to define their success, and build a customer experience transformation roadmap to embed CX into their organisation’s DNA to make their customer experience vision, a lasting, self-sustaining, and continually-improving, customer experience reality.
Who’s this for?
This workshop is
for those who are about to launch, re-launch,
or enhance a customer experience improvement
programme, and wish to accelerate their path
to achieving measurable benefits for their
organisation, its customers, and staff. It’s
also for organisations that have already begun their
transformation but need to validate their progress
and guard against potential roadblocks or omissions.
(Typical duration: One day)
Ongoing support, and team and executive coaching
Even the best customer experience improvement programmes can
under-perform, suffer distraction, 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 so we can schedule a call or a Zoom Meeting so we can learn more about your current challenges and consider ways we can best help.
About your facilitator: Paul Linnell
Founder
of CTMA, Paul Linnell, is a customer experience and service quality
improvement champion and business author. He works internationally with senior managers
and their teams to help them achieve business success, reduce risk
and build customer loyalty and advocacy by taking actions to improve
customer experiences. Paul specialises in the design and deployment
of customer experience measurement, service quality improvement,
complaints handling and preventive analysis programmes. Industries
he has worked with include, Automotive, Consumer electronics,
Consumer goods, Electricity & Gas retail, Financial services,
Information technology, Local Government and Public Sector, Media /
Publishing, Passenger travel (Rail, Air and Sea), Pharmaceuticals
and Telecommunication.
Paul has worked with clients and presented on
these topics at conferences and corporate events in the UK, Europe,
North America, the Middle East, Australia and New Zealand.
Originally from the UK and now based in New Zealand, he continues to
serve clients globally.
Everyone agrees that it’s
It’s a major challenge to transform an organisation, its
departmental and hierarchical mindset, its processes and
disciplines, its expertise, talent and creativity into a
successful, unified, and 
So, we’re left thinking:
Founder
of CTMA, Paul Linnell, is a customer experience and service quality
improvement champion and business author. He works internationally with senior managers
and their teams to help them achieve business success, reduce risk
and build customer loyalty and advocacy by taking actions to improve
customer experiences. Paul specialises in the design and deployment
of customer experience measurement, service quality improvement,
complaints handling and preventive analysis programmes. Industries
he has worked with include, Automotive, Consumer electronics,
Consumer goods, Electricity & Gas retail, Financial services,
Information technology, Local Government and Public Sector, Media /
Publishing, Passenger travel (Rail, Air and Sea), Pharmaceuticals
and Telecommunication. 