Customer experience training in MelbourneFix the moment people actually feel.
A practical customer experience workshop for Melbourne teams who need one live service mapped, the friction ranked and a fix that can ship.
- Melbourne, in person or hybrid
Melbourne
A Melbourne service, seen from the outside
Melbourne service businesses and public institutions share a familiar failure. The map on the wall describes how the organisation is arranged, and the customer still waits at the handoff. This workshop is for a team that owns one of those services and wants the painful moment named before another survey cycle reports the same score.
Collective Campus facilitates it in Melbourne, in the room or hybrid on Australia East hours. Service, product and operations sit together, because a fix trapped in one function does not change what the customer does next. You leave with one change, an owner and a next step.
- For Melbourne teams who serve customers locally and need the people who run the system in the same room.
- In person in Melbourne, or hybrid when part of the group is elsewhere on Australia East hours.
- Works from complaints, drop-off and frontline stories you already have. No persona theatre.
- The curriculum, client marks and quotes below are the national workshop. This page only localises the room and the brief.
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.
our case studies
Australian Association for Social Workers (AASW)
Customer experience workshop at the annual team meeting. Personas for the key customers, and a journey with pain points at each touch point.
Read →
BNP Paribas
A live customer experience webinar on touch points and the WOW moments for customers.
Read →
City of Whittlesea
Four customer personas, then customer experience workshops across eight business areas, including kindergarten enrolment, hard waste and the contact centre.
Read →
Clayton Utz
Workshop for the clients and markets team. Client personas, one client journey, and the pain points at each touch point.
Read →
City of Marion
One-day customer experience training for 24 new CX champions.
Read →
Liverpool City Council
Full-day virtual customer experience workshop for 20 people.
Read →
Local Council Customer Journey Mapping
One-day journey mapping for the City of Whittlesea. Council rates and damaged-bin requests, with the friction at each handoff.
Read →
Origin Energy
Workshop on one LPG customer journey. Over 40 opportunities to improve the experience.
Read →
Singapore American School
Personas for parents, and maps of the future customer journeys, including a new Welcome Centre.
Read →
Yarra Ranges Council
Two customer experience workshops for over 40 leaders.
Read →
Testimonials
What teams say afterwards
“We have developed a great partnership with Collective Campus and their dedication to improving our customers experience is evident in the quality of work they delivered. The work they have led has ranged from facilitating customer experience workshops to the development of customer personas to co-designing a local government first community program for start up's in partnership with other Councils. Because of the successful delivery of this work - customer experience is now part of our organisations vernacular and included in the foundation of all service design so we are truely able to put the customer at the centre of all we do.”
“Feedback received, both formally and informally, has been overwhelmingly positive, Leaders have admitted to having their eyes opened and thinking challenged, seeing this as an opportunity to be more innovative in how we respond to and add value for our customers. Shay brings great experience, knowledge, ideas and energy to his facilitation. It's been a great experience partnering with Collective Campus and being part of these workshops.”
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.
Melbourne
Questions about running this in Melbourne
Can this customer experience workshop run in Melbourne?
Yes. In person in Melbourne, or hybrid if the people who serve customers and the people who own the systems are split across Australia East. Collective Campus facilitates from its Melbourne base.
Who needs to be in the Melbourne room?
The team that owns the experience and the teams that have to change the system behind it. A CX function on its own cannot fix a handoff that operations controls.
How do we book?
Use the contact form. Name the service that is costing trust, the group size and whether you want a Melbourne room or a hybrid day. We will tell you if it should be a half day or a full day.
Will you work from complaints and drop-off we already track?
Yes. Bring that evidence and the frontline people who hear it. We will not spend the session inventing a fictional customer.
Ready to see what your customers see?
Tell us where the journey hurts, we'll shape a workshop around it.