Customer experience training in BrisbaneFix the service people actually meet.
A practical workshop for Brisbane teams who need one live service mapped and one fix an owner can ship.
- Brisbane, in person or hybrid
Brisbane
For Brisbane teams who own a service people feel
South West Hospital and Health Service brought 25 leaders to a two-day Collective Campus programme. One of those days was a design sprint on the patient experience. They are a rural and remote Queensland health service.
A Brisbane booking is the same discipline on a service you choose. We facilitate at your office or a room in the city, or hybrid so a regional lead can join. You leave with one change, an owner and a next step.
- South West Hospital and Health Service used a Collective Campus day on the patient experience, inside a two-day programme for 25 leaders.
- A Brisbane session uses that discipline on a service you bring.
- In person in Brisbane, or hybrid when the people who hear the complaints are elsewhere.
- You leave with one change and an owner.
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.
Brisbane
Questions about running this in Brisbane
Who needs to attend a Brisbane customer experience day?
The owner of the service, operations, and the people who hear the complaints. One function cannot fix a handoff it does not control.
Can a regional Queensland service join?
Yes, hybrid, or in the room if the day is short. South West Hospital and Health Service used a day on the patient experience with 25 leaders. Your session is on the service you bring.
How do we book customer experience training in Brisbane?
Use the contact form. Name the service, the group and whether you want the Brisbane room or hybrid. We will say if it should be a half day or a full day.
Will you invent a patient or a resident?
No. Bring the complaints and the drop-off you already have.
Ready to see what your customers see?
Tell us where the journey hurts, we'll shape a workshop around it.