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

Home >> Our services >> Leadership training, coaching, webinars and events (online & in-person)

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

Training & Coaching
(online & in-person)

Overview

CX Baseline

Managing CX Transformation

Driving Ongoing CX Performance

Feedback Channels

Leadership training, coaching and events
 - online and in-person guidance and support

WorkshopsIn our rapidly changing world, where there’s a new urgency to get customer experience right, there is even more 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 of letting them figure it all out for themselves.

In response to this challenge, in addition to our in-person services, we now also deliver our leadership programme, workshops and one-on-one executive planning and coaching sessions online - directly to you and your team - in your own meeting room, at your own desk or home office, in the form of live one-on-one or group, personalised seminars, workshops, and training and coaching programmes.  And, you can even bring our podcast with you on your walk, jog, commute, or even on holiday!.

Podcast series: “Getting CX Right with CTMA”

 

A great introduction to our approach is to listen to episodes in our podcast series “Getting CX Right with CTMA”.

Hosted by Paul Linnell, it tackles some of the big challenges that often block the path to delivering effective customer experiences, and helps you to answer some of the big questions standing in the way of progress.

“We’re on a mission, to demystify customer experience and put the power of success in your hands, so you can take control and manage your customers’ experiences, before they ‘take-over the wheel’ and manage yours.”  Paul Linnell

Check-out the launch episode right here and subscribe to the series on your favourite podcast platform:



 

Our leadership workshops and seminars have provided a valuable “jumpstart” or “supercharge” for senior managers and their teams for more than two decades.  We’re now delighted to bring these topics directly to you and your team in the form of live interactive events - either “in-person” or online.

Our topics draw from more than 30 years experience working with major organisations around the world in multiple industries to help them measure, manage and improve customer experience.  In our events we share a series of tools, tips, techniques, frameworks and guides to help you turn your customer experience vision into your customers’ experience reality.

For example: 

Live events:
In-house workshops, or delivered to a small group as part of a conference (“in-person” or online)

 

Defining “the Why” of CX and VoC and how to justify investing in improvements


Bird in the HandEveryone agrees that it’s nice to give customers a good experience, but when it comes to allocating funds, managing budgets, and controlling costs, CX and VoC often take a “backseat priority” because of a common lack of clarity:

  • Quantifying why it’s important, and 
  • Justifying why it should be improved


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 outcomes.


We use cross-industry research to demonstrate the cost of poor service and work with workshop attendees to build a customer experience value model for their own organisation.  We consider their organisation’s outcome objectives and criteria for success, the desired customer behaviours and choices that lead to these outcomes and the experiences customers have that drive or undermine those choices. 

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)

Please get in touch

For more information about this workshop, please get in touch to schedule a call or a Zoom Meeting so we can learn more about your current challenges and discuss ways we can best help.

   

 

 

Developing your roadmap to permanently embed “CX” into your organisation’s DNA


The drive to improve customer experience has been around for so long, most organisations have “given-it-a-go” – several times!

Known by many names, each time a new customer-[insert 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.

RoadmapSo, we’re left thinking:

  • What goes wrong with these programmes?
  • Why don’t they last?
  • Why do they so often need to be re-started over-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)

Please get in touch

For more information about this workshop, please get in touch to schedule a call or a Zoom Meeting so we can learn more about your current challenges and discuss ways we can best help.

   

 

 

Live interactive online events:

 

CTMA’s game-changing
22-week online training and coaching transformation programme

CTMA Framework for customer-driven value creationAdopting a customer-driven framework for
continuous improvement, innovation and value creation

We’ve learned that the difference between success and failure in customer experience, is that lasting success requires a deliberate and serious commitment, a robust enterprise-wide framework and a realistic plan.

So, we’ve developed a deliberate and seriously game-changing 22-week training and coaching programme to help organisations build a successful customer experience improvement programme.

It draws on our more than 30 years experience working with major organisations in the UK, Europe, the United States, the Middle East and Australasia.  During the programme we share the challenges, pitfalls, solutions, joys and delights that we've experienced along the way.

This high-engagement 22-week programme is designed for individuals or teams leading customer experience transformations within their organisation.

It consists of:

 

The programme is available in two formats:


To ensure we can maintain an interactive and productive relationship with each group we are only able to offer the programme a limited number of times a year in each format.

For more information and how to enroll

For more information and to apply to enroll on the programme, please click here:

   

 

 

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

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

 

 

   

Selection of past events:

Public events:

Public webinars:

Corporate events: