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Managing customer experience transformations

Focusing enterprise energy on achieving customer-driven outcomes for success, needs determined leadership, a strong customer-driven framework, and an openness to obtaining external support and guidance where required to save time and costs and avoid making some of the mistakes that others may have made in the past. CTMA’s frameworks and consulting services help to establish transition roadmaps and plans, and provide the drive to bring about the positive change to turn your customer experience vision into a customer experience reality. 

We help organisations define better customer experiences and transition to a self-sustaining customer-driven business.  The CTMA framework for customer-driven value creation maintains focus on creating value for customers, the organisation and staff, whilst providing the operational disciplines to drive an ongoing and self-sustaining process of customer-driven innovation and improvement.

We act as an external catalyst to customer experience improvement initiatives, help drive transformations and provide ongoing assistance with periodic visits, customer service ‘health-checks’ and executive coaching.

Planning, designing and implementing change

CTMA can provide support in a number of roles during the planning, design, piloting and rollout of customer experience management, customer service improvement initiatives and voice of the customer programmes.  In conjunction with our leadership workshops and seminars we provide thought leadership, guidance and external quality assurance to steering groups and project teams and help with solution design and deployment. 

Ongoing support, and team and executive coaching

A truly successful customer-driven business model is one that is self-sustaining and self-regenerating.  But even the best executed business improvements can under-perform or fail if they become diluted with time or if their original drivers change.  To champion the process of continual renewal, CTMA can provide ongoing assistance with periodic visits, attend steering group meetings, act as a supportive ‘external provocateur’, conduct customer service ‘health-checks’ and provide executive coaching and mentoring.

Let’s talk

If there’s a specific customer challenge we can help you with and you’d like to meet for a discussion, in person, or by phone, or via Skype, please let us know. We would be delighted to learn more and explore ways we can help.

Please contact us to schedule some time for an introductory discussion.

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