Customer experience training in PerthFix the service people meet outside the meeting.
A practical workshop for Perth teams who need one live service mapped and a fix an owner can ship.
- Perth, in person or hybrid
Perth
Perth service owners who need the complaint in the room
A service can be designed in Perth and felt at a depot, a call centre or a site that was not in the meeting. This workshop puts the owner of the service and the people who hear the complaints in one room.
We facilitate in person in Perth or hybrid. You leave with one change, an owner and a next step. Bring the complaints you already have.
- For Perth utilities, government and field-service teams.
- In person in Perth, or hybrid when the frontline is elsewhere.
- Built from complaints you already track.
- One change, one 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.
Perth
Questions about running this in Perth
Who has to attend a Perth customer experience session?
The service owner, operations, and someone who hears the complaints. One function cannot fix a handoff it does not control.
Can a depot or a site join live?
Yes. Say which locations when you enquire. If the day is short, bring that person into the Perth room.
How do we book customer experience training in Perth?
Use the contact form. Name the service, the group and whether you want the Perth room or hybrid.
Will you invent a customer?
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.