Customer experience training in TorontoFix the moment people actually feel.
A practical workshop for Toronto teams who need one live service mapped, the friction ranked and a fix that can ship.
- Toronto, in person or hybrid
Toronto
Toronto service owners who want the painful moment named
Toronto service teams often have a map of the organisation and a customer who still waits at the handoff. This workshop is for the people who own that service and want that moment named before the next survey says the same thing.
We run it in person in Toronto or hybrid if service and operations are in different places. Both need to be there. You leave with one change, an owner and a next step.
- For Toronto teams who need service and operations in the same room.
- In person in Toronto, or hybrid when the group is split.
- Built from complaints and frontline stories you already have.
- You leave with one change and someone who owns it.
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.
Toronto
Questions about running this in Toronto
Can this customer experience day run in Toronto?
Yes. At your office or a room in the city, or hybrid if the people who serve customers and the people who own the systems are split.
Who needs to be in the Toronto room besides the experience lead?
The people who can change the system behind the service. A customer team on its own cannot fix a handoff operations controls.
How does a Toronto customer experience booking work?
Use the contact form. Name the service, the group size and whether you want a Toronto room or hybrid.
Will you work from complaints we already have?
Yes. Bring that evidence and the people who hear it. We will not invent a customer.
Ready to see what your customers see?
Tell us where the journey hurts, we'll shape a workshop around it.