Leadership training, coaching and events -
online and in-person guidance and support
In our rapidly
changing world, where there’s a new urgency to
get customer experience right, there’s an increased emphasis on bringing the right skills,
to the right people, to do the right things, at the right time. There’s no longer the luxury,
or the time, to simply let them figure it 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!.
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 on-line and in-person 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:
Leadership workshops:
Our “in-house” leadership workshops can be delivered in-person or
online, or to small groups 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
CTMA’s game-changing 22-week training and coaching programme:
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 framework and a purposeful plan. So, we’ve also developed a
deliberate and seriouslygame-changing 22-week training and
coaching programme to help organisations establish a successful
customer experience improvement programme. This too can be
delivered in-person or online.
Leadership workshops:
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,
customer experience is often under pressure because
of a common lack of clarity about how to:
Quantify why
customer experience is
important, and
Justify why it should be
improved
To reflect how these challenges must be
addressed differently for businesses and public
services, 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 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)
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.
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)
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.
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.
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:
About your facilitator: Paul Linnell
Our
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.
Selection of past events:
Public events:
Speaker: “Shifting the executive mindset towards making CX and VoC a cost-justified core business strategy”
Panel moderator: “How to engage with your customers in 2024”
Panel moderator: “The tech is available, but what technological advancements should we be embracing in CX?”
Speaker: “Building a collaborative team-approach to turning the Voice-of-the-Customer into Actions to Improve, Innovate and Create Value”
(Brightstar: VOICE - VoC and CX Summit, July 2024, Auckland, New Zealand)
Workshop: “Defining ‘the Why’ of CX and VoC and how to justify
improvement” (Brightstar: VOICE - VoC and CX Summit - post
conference workshop, July 2023, Auckland, New Zealand)
Speaker: “Six key reasons why VoC and CX improvement programmes
underperform, get stuck, or fail to start!” (Brightstar: VOICE -
VoC and CX Summit, July 2023, Auckland, New Zealand)
Masterclass: “Adopting a customer-driven framework for continuous improvement, innovation and value creation”
(SOCAP Australia: September 2019, Sydney, Australia)
Speaker: “Using Voice of Customer to Drive Continuous Improvement”
(SOCAP Australia:
29th Annual Symposium - August 2019, Sydney, Australia)
Masterclass: “Turning the voice-of-the-customer into management actions”
(Conferenz: May 2019, Auckland, NZ)
Speaker: “Success in the Telco Industry: A partnership
between technical and customer excellence”
(Conferenz: Telco and Digital Futures Conference - March 2019, Auckland, NZ)
Masterclass: “Continuous improvement, innovation and value creation with a CX framework” (Conferenz: The Customer Summit 2018, Auckland, NZ)
Masterclass: “Adopting a customer-driven framework for continuous improvement, innovation and value creation”
(CTMA - Various venues 2017 - 2018)
Speaker: “Improve service and reduce costs: The public sector panacea”
(Conferenz: Customer 3.1 Conference - May 2017, Auckland, NZ)
Seminar: “How to improve the effectiveness of complaints
handling” (CCiNZ - CTMA / Learning Planet - Jun 2016, Auckland, NZ)
Workshop: “CEM strategy: Developing a practical framework to turn customer experience vision into customer experience reality”
(Conferenz: Customer 3.1 Post-Conference - May 2016, Auckland, NZ)
Speaker: “How much is your business undermined
by your customers’ experiences?” (Conferenz: Customer 3.1 Conference - May 2016, Auckland, NZ)
Speaker: “Customer experience - what’s my number” (Conferenz:
Customer 3.1 Conference - May 2015, Auckland, NZ)
Speaker: “Transforming Voice of the Customer Analytics into Management Action” (Conferenz:
Customer 3.1 Conference - May 2015, Auckland, NZ)
Masterclass: “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)
Post-conference workshop: “Justifying investment in customer experience and service improvement” (Conferenz:
Customer Conference - May 2014, Auckland, NZ)
Speaker: “Building a Framework for Customer-Driven Value Creation” (Conferenz:
Young at Heart Conference - Mar 2014, Auckland, NZ)
Local Government Workshop: “Defining a council-wide strategy for measuring and managing service quality” (cemNZ - Feb 2014, Auckland, NZ)
Speaker: “Customer Experience - Success or Failure of Digital Self Service” (Conferenz:
Digital Self Service Conference - 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)
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)
Speaker: “Is your
business success undermined by your customers’ experiences?”
(IQPC Customer Experience Excellence 2016 Conference - Nov 2016, Wellington, NZ)
World Congress for TQM conference (Wellington, NZ)
Public webinars:
Professional development webinar: “Improve financial performance with an effective Customer Experience Improvement Strategy”
(Wolters Kluwer - CCH New Zealand 2018)
Banking industry webinar: “Customer Satisfaction and Loyalty - Can you bank on it?” (Resolve
Software, March & April 2016)
Power industry webinar: “Switching on to your Customers” (Resolve
Software, June 2015)
Keynote speaker: “Effective Complaints Handling and Case Management - How it Pays!” (Resolve
Software & Eccentex, June 2013)
Corporate events:
Link Financial Group “A Bird in the Hand - Customer
Retention Strategies for Business Growth” (Seminar as part
of a professional development day for insurance advisors)
Masterclass: “Adopting a customer-driven framework for continuous improvement, innovation and value creation”
(Presented as 1-day “in-house” events for a range of
individual organisations in: Retail Banking, Power Industry, Local
Government etc.)
Provender: “Meeting the service management challenge” (Auckland, NZ)
Chep Equipment: Customer service seminar (Auckland, NZ)
In our rapidly
changing world, where there’s a new urgency to
get customer experience right, there’s an increased emphasis on bringing the right skills,
to the right people, to do the right things, at the right time. There’s no longer the luxury,
or the time, to simply let them figure it out for themselves.
Everyone agrees that it’s 
So, we’re left thinking:
Our
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.
