2018 Customer Summit

Leading the customer revolution

separately bookable workshop
Continuous improvement, innovation and value creation with a CX framework
31 May 2018 | 9.00am - 5.00pm

Paul's one-day masterclass draws from more than 20 years experience working with major private sector and public-sector organisations in New Zealand, Europe and the United States and shares how he has helped turn customer experience vision into a customer experience reality.  He will present a series of frameworks, blueprints and guides to help you achieve these goals too.

Now, more than ever, organisations must build a customer-driven enterprise that can remove barriers to business, seek out and fix the problems that customers experience, excel at service delivery and outperform their competition.

  • Adopting a CX framework for continuous improvement, innovation and value creation
  • Learn how to turn “CX”, or “CEM” from being just another passing popular term or new job title, into a strategic enterprise-wide agent for business improvement and change.
  • Of those organisations that set out along the journey of customer experience enlightenment, many only reach half-way and without a clear strategic objective and roadmap, they run the risk of wasting vast amounts of time and money chasing yet another trendy three letter acronym.

Paul Linnell

Managing Director

CTMA New Zealand

Paul Linnell is founder and managing director of CTMA. He is a customer service champion with a passion for helping clients achieve business success through customer-driven quality and service improvement. Paul has specialised in the design and deployment of customer experience management, service quality improvement, customer service, complaints handling and voice of the customer programmes for more than 20 years. For most of his career he has worked in Europe and North America and the past 10 years Paul has been based in New Zealand, continuing to serve clients globally.

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