Customer experience training in New YorkName the moment the customer feels.
A practical workshop for New York teams who need one live service mapped and one fix an owner can ship.
- New York, in person or hybrid
New York
New York service teams fixing one painful handoff
A New York service can look tidy on a slide and still fail at the handoff a customer waits on. This workshop is for the team that owns that service and wants that moment named.
We run it at the New York studio, your office, or hybrid. Service and operations both need to attend. You leave with one change, an owner and a next step.
- For New York service, product and operations teams.
- At the New York studio, your office, or hybrid if the group is split.
- 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.
New York
Questions about running this in New York
Can a customer experience workshop sit in New York?
Yes. At the studio, your office, or hybrid if the people who hear the complaints are elsewhere. Service and operations should both be there.
Who has to join the New York experience lead?
Whoever can change the pathway. One function cannot repair a handoff it does not control.
How do we book customer experience training in New York?
Use the contact form. Name the service, the group and whether you want the studio or hybrid. We will say if it should be a half day or a full day.
Will you invent a customer for the New York session?
No. Bring the complaints and the drop-off you already track.
Ready to see what your customers see?
Tell us where the journey hurts, we'll shape a workshop around it.