Customer-centric Leadership Workshop
Organisations often design services around internal processes rather than the people they serve. The result: fragmented touchpoints, hidden pain points, duplicated effort, and policies that miss real needs. This programme helps leaders see services through the customer’s eyes, connect experience with operations, and identify practical opportunities for improvement.
Typical format: 2 days | In-person | Context-focused, Facilitation-in-Action
Best Suited For: Middle-Managers and Senior Leadership
Expected Learning Outcomes
By the end of the programme, participants will be equipped to:
Map customers’ or stakeholders’ lived experiences across key phases of a service journey.
Apply empathy-based tools to distinguish observed customer behaviour from assumptions about customer needs and perceptions.
Connect customer-facing interactions with front-stage, back-stage and supporting organisational processes.
Identify and prioritise high-leverage touchpoints for further service, operational or policy improvement.
indicative Learning Topics
Identifying high potential customers
Mapping customers’ journey
Developing Service Blueprint
Transforming company’s touchpoints and interactions
Methodology
Facilitated Divergence and Convergence Conversations
Hands-on Learning
Contextualised-learning
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