Beyond NPS surveys. Journey mapping, recovery economics, embedding CX in the front line — and the discipline of turning customer feedback into operational change.
Most CX programmes consist of an NPS survey, a quarterly dashboard, and a monthly meeting where the executive team looks at the score, nods, and goes back to the day job. The score moves by a point or two. The front line doesn't change what they do. Customers keep churning at roughly the same rate.
This workshop is built on customer journey mapping as developed by the Service Design discipline (Marc Stickdorn et al.), combined with the service recovery paradox research from the Harvard Business Review and the CX maturity model from Forrester. It's the toolkit for turning a CX programme from a measurement function into an operational one.
The day is built around your real customer journey. Delegates map an end-to-end journey in the morning, identify the moments that matter in the afternoon, design front-line interventions for each, and leave with a 30-day implementation plan — not a slide deck about customer-centricity.
Built on Service Design + Forrester CX Maturity ModelEvery TESS workshop is designed backwards from the change you want to see in your team's behaviour. Here's what coaching graduates do differently on the Monday after.
Pre-purchase to post-renewal — including the invisible steps and the unwanted ones.
Most customers don't remember the whole journey. They remember 5 moments — find yours.
Move the score by changing what the front line does on Monday — not by retraining the survey.
Why a customer whose complaint is well-handled often becomes more loyal — and how to operationalise it.
Stand-ups, scripts, escalation paths — the operational changes that actually move the score.
The 4 vanity metrics that consume time without changing anything — and what to measure instead.
Full-day format shown. The half-day version focuses on the morning blocks with a condensed live round at the end.
Genuinely the first time I've left a coaching course able to do it on Monday. The live rounds with feedback made the difference. My 1:1s have completely changed shape.
Pricing depends on group size, delivery mode (live online vs in-person) and whether we tailor the curriculum to your sector. Closed cohorts start from a few hundred pounds per delegate for half-day workshops and scale from there. Book a 15-minute discovery call and we'll give you a concrete figure within 24 hours.
Customer Experience is a full-day workshop by design — the journey mapping and front-line intervention design in the afternoon are the deliverables. A half-day version focused on NPS and measurement redesign only is available as a leadership-team brief.
We're flexible. Most cohorts run with 10–20 delegates, but we regularly deliver for smaller groups of 2–4, particularly for senior teams or specialised sectors. The live coaching rounds work better with even numbers, but we'll make any group work.
Live online is our default and works well for coaching — breakout rooms make the practice rounds work cleanly. We also deliver in-person at your site or a venue you choose, particularly when the cohort already work in the same room.
Typical lead time from a first call to delivery is 2–4 weeks. We can move faster if you need to — the limiting factor is usually your calendar, not ours.
Yes. The frameworks (GROW, TGROW, observable behaviours) stay the same; the examples, exercises and case studies are tailored to your sector, tools and your team's real work. We discuss this on the discovery call and rebrief the practitioner before delivery.
Yes. Every delegate receives a CPD-certified digital certificate on completion. The certificate references the hours of learning and the frameworks covered, so it can be added directly to a CPD record for any chartered or professional body.
We allocate a TESS coaching practitioner based on your sector. All practitioners are independently qualified coaches (ILM Level 5 or equivalent) with active corporate coaching practices. We'll send the named practitioner's bio after the discovery call.
Two ways in. Book a 30-minute discovery call below, or fill out the form and we'll reply within 24 hours with cohort options for your group.