Customer experience training in AdelaideFix the service a resident actually meets.
A practical workshop for Adelaide teams who need one live service mapped and a fix an owner can ship.
- Adelaide, in person or hybrid
Adelaide
Adelaide service teams with one fix to ship
City of Marion used a one-day Collective Campus workshop for 24 customer experience champions drawn from across the council. The point was to carry that focus back into the services people actually meet.
We run the same kind of session in Adelaide, at your office or a room in the city, or hybrid if part of the group is elsewhere. Service and operations both need to be there. You leave with one change, an owner and a next step.
- City of Marion used a one-day workshop for 24 customer experience champions from across the council.
- Your Adelaide session is on a service you choose, in person or hybrid.
- Built from complaints and frontline stories you already have.
- One change, one owner, one next step.
The problem
You think you know your customer. Do you?
Siloed view
Every team owns a slice; nobody owns the whole journey the customer actually travels.
Assumed needs
Experiences designed around internal convenience, not customer reality.
Silent churn
Broken moments you can't see, until the customer simply leaves.
What you'll walk away with
By the end of the day, your team will have
- An end-to-end map of your real customer journey
- The moments of truth that make or break the experience
- Pain points and drop-off spots pinpointed and prioritised
- A ranked list of fixes, quick wins and bigger bets
- The CX metrics worth tracking, and how to start
What we cover
The flow of the day
- 01
Map the journey
End to end, from the customer's point of view, not the org chart's.
- 02
Build real personas
Grounded in evidence, not stock demographics.
- 03
Find the moments of truth
The handful of moments that disproportionately shape loyalty.
- 04
Blueprint the fix
Map what has to change behind the scenes to fix the front stage.
- 05
Measure what matters
Pick the CX metrics that actually predict retention.
Who it's for
Who should be in the room
CX & service teams
The people who own the experience end to end.
Marketing & ops
Teams shaping the journey from different angles who need to align.
Leaders
Execs who want retention and loyalty to move, not just NPS slides.
Facilitators
Steve Glaveski
Founder of Collective Campus, author of two Wiley books (Employee to Entrepreneur, Time Rich), host of the Future Squared podcast, and regular contributor to Harvard Business Review.
Tessa Kowaliw
An incredibly personable design thinking and CX facilitator with years of experience in the private and public sectors, and a passion for driving community outcomes.
Adelaide
Questions about running this in Adelaide
Can this customer experience workshop run in Adelaide?
Yes. At your office or a room in the city, or hybrid if the people who hear the complaints are elsewhere. City of Marion trained 24 champions in a one-day session. Yours is on the service you bring.
Who needs to be there with the experience lead?
Operations and anyone who can change the pathway. A champions group on its own cannot fix a handoff it does not control.
How do we book customer experience training in Adelaide?
Use the contact form. Name the service, the group size and whether you want the Adelaide room or hybrid. We will say if it should be a half day or a full day.
Will you work from complaints we already track?
Yes. Bring that evidence and the people who hear it. We will not invent a resident.
Ready to see what your customers see?
Tell us where the journey hurts, we'll shape a workshop around it.