...developing knowledge and skills for building
an adaptive customer-driven enterprise

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Our services - developing knowledge and skills for an adaptive customer-driven enterprise

Live interactive online workshop:

Getting CX right when everything seems to be going wrong!

Unhappy GroupIt often takes only a small unplanned incident to trigger a cascade of issues that undermine even the best-planned business processes and customer journeys.  When it does, it can be a challenging and expensive task to get things back on track.  Customers can get stressed, dissatisfied or angry, and staff can become overwhelmed. 

Even a simple incident can seriously undermine productivity, customer satisfaction, staff wellbeing and desired customer outcomes.

When everything seems to be going wrong there’s rarely enough time to re-think everything and invent new policies.  Instead, what’s needed is a set of customer-driven guiding principles that can form the basis of an overall customer response strategy and be called-upon individually to support staff and operational recovery during a crisis or unplanned incident.

Why now:Registration

This workshop has particular relevance at this time - with many parts of the world still recovering from the global health crisis, suffering from disrupted international supply chains, travel delays, economic instability, domestic and geo-political tensions.  Many businesses and public services are finding it a huge challenge to satisfy customers as they continue to be exposed to regular unplanned and disruptive incidents.


What it involves:

During this workshop we discuss a set of proven customer-driven guiding principles that can be called upon during an unplanned incident or a crisis.  They act as a set of “course correction” techniques to help you respond to customers and put you back in control of providing them with an optimal outcome and a better experience.

The workshop includes guiding principles that should be applied:

During the workshop we review each principle, discuss why it’s important, and establish how and where it should be applied in your organisation.  We conclude by establishing an action plan for their adoption, deployment and use.

How it works: 

This interactive online workshop is delivered to you and your team (of up to five attendees) as an individual three-hour workshop via Zoom Meeting.  Because “one size” does not fit all, the workshop will be tailored for your specific industry and your organisation’s current needs.

Pre-workshop Zoom Meeting:

Following your registration, we will “meet” online with your sponsor or lead participant to discuss the specific challenges you are seeking to address, the roles and responsibilities of the attendees, the outcomes they hope to achieve and to schedule the workshop.  Following the meeting we will confirm the details in writing.

Interactive online workshop:

On the day, we host the event live online, 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.

Post-workshop meeting:

Shortly after the event we meet again with your event sponsor (online), this time to respond to any additional questions, and to share any additional observations or recommendations that may contribute to your programme’s success.

Workshop fees:

The participation fee will be invoiced upon registration and is payable prior to the scheduled day of the workshop.

Postponements and cancelations:

If you need to cancel the workshop, we will happily refund 90% of the fee if you let us know earlier that two weeks before the scheduled date for the event.  Alternatively, we are happy to re-schedule.  If CTMA needs to reschedule the workshop, we will offer confirmed participating organisations the option of an agreed rescheduled date, or a full refund.

Workshop registration form: 


...and include your contact details here:

(This should be the name of the sponsor or lead participant from your organisation.  An additional four colleagues may also attend the workshop.  Their names can be confirmed later)

Title: First name: Last name:

Your preferred dates and times
to hold the pre-workshop Zoom Meeting:

(This is to discuss the specific challenges you are seeking to address, the roles and responsibilities of the attendees, the outcomes you hope to achieve and to schedule when the workshop will take place).

(in your city's time zone)

Participation fee:

Please confirm your local currency
(or preferred currency if your local currency is not shown):

US $2,270 

UK 1,670

Euro 1,970

AU $2,870

 NZ $2,870 (+GST)

(Checking this box saves your contact details on this PC so you may not need to type them in on our site in future)

Please click here to register your participation in the workshop and to confirm your agreement to the fees and general terms:  




Let’s talk

Schedule a callIf you’d like to discuss the workshop prior to registration, please contact us to schedule a call.


About your facilitator: Paul Linnell

Paul LinnellThe workshop is 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 worked with clients and presented on these subjects at conferences, seminars, workshops, webinars and corporate events in Australia, Belgium, France, Germany, Ireland, the Middle East, Portugal, Singapore, Spain, the Netherlands, New Zealand, the United Kingdom, and the United States of America.  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 - online and in-person.

View Paul Linnell's profile on LinkedIn


About CTMA New Zealand Ltd

CTMA is a customer experience and service quality improvement firm providing advisory and measurement services to help public and private sector organisations improve service to customers.  In addition to its work with individual clients, CTMA also conducts industry-wide customer experience baseline studies in sectors such as retail banking, telecommunications, electricity and gas supply companies, and local government services.