Adopting a Customer-Driven Framework Masterclass

One of the best sources of insight for innovation and business improvement often comes free-of-charge from your customers in the form of questions, suggestions, and complaints!  However, most organisations tend to treat customer feedback as an inconvenience and seldom manage to unlock the true value it can bring.  The challenge is how to turn these insights into concrete and profitable improvements in customer experience.

Now, more than ever, organisations must build a customer-driven enterprise that can remove barriers to business, seek out and fix the problems that customers experience, excel at service delivery and outperform their competition.

This one-day masterclass draws from more than 25 years experience working with major public and private sector organisations in the UK, Europe, and Australasia, helping them turn their customer experience vision into a customer experience reality.  It presents a series of frameworks, blueprints and guides to help you achieve these goals too.

Learning Outcomes

• Service management challenges facing business and the public sector today

• Business case for investing in service excellence

• How to establish your customer experience baseline

• How to create a strategic enterprise-wide framework for customer-driven value creation

• How to use complaints data as a driver for change

• How to conduct actionable ongoing measurement of customer experiences

• How to plan your first steps and set priorities

The masterclass provides you with insights, practical frameworks and guides to help you turn your customer experience vision into a profitable and cost-effective customer experience reality



Who Should AttendProgram Theme 
This program is designed for Advanced participants who
have senior experience in customer experience, consumer
care and complaints management roles, who are looking
to transform their organisation with new thinking and
strategic approaches to consumer management.
Participants with Intermediate skills are also advised to
attend to extend their professional skills and responsibilities.

Business Transformation


Members $800 per person
Members (3 or more SOCAP members from one company) $725 per person
Non members $950 per person

Register Online or Call 02 8095 6426 for more information

Can't make the dates? We can come to you

Can’t make the dates, no problem, we can come to you
Our training courses and workshops are available to be conducted in-house, on your site, at a date that is convenient for your entire team. Ask us for a tailored proposal for your team’s training. Call us on 02 8095 6426 or email