Customer Experience Consultancy & Training
The CX Partner for Organisations and Professionals Who Are Serious About Change
From executive masterclasses to corporate workshop programmes, every engagement we deliver is grounded in 25 years of real-world Customer Experience leadership — practical, rigorous and built for impact.
Michael Brandt
Customer Experience Strategist - Consultant - Trainer
Lugano, Switzerland
IS THIS YOUR ORGANISATION?
Struggling to Build CX Skills Across Your Organisation?
From developing customer-centric mindsets to equipping teams with practical tools and proven methods, our training helps you embed Customer Experience where it matters.
Not sure if your people have the right CX skills?
Our courses identify capability gaps and provide hands-on learning to build confidence and competence.
Teams working in silos?
We train departments to collaborate around a shared CX vision and empower them with common approaches.
Unclear how mature your organisation is in Customer Experience?
Our workshops and maturity modules give participants the knowledge to assess progress, and the skills to drive improvement.
VOICE OF CUSTOMER TRAINING
Turn Customer Insights into Organisational Action
Most organisations collect customer feedback. Far fewer know what to do with it. Our VoC training closes that gap — equipping your teams to interpret data, act on it, and build a culture of listening that lasts.
1
From Data to Decision
Teams learn to move from scores and surveys to real service improvements.
2
Long-Term Capability
Not a one-off workshop, but a foundation for sustained listening and improvement
3
Cross-functional alignment
Customer insight becomes a shared language across departments
BESPOKE CORPORATE TRAINING PROGRAMMES
Training Built Around Your Organisation
Every corporate engagement is tailored to your context, your teams and your challenges. We adapt content, scenarios and exercises to reflect your industry, culture and strategic priorities
OUR OPEN TRAINING COURSES
1
Customer Journey Mapping Essentials
Master the Art of Customer Journey Mapping, and Transform the Way You Serve Customers
Join this highly interactive, virtual workshop to learn how to map, understand, and redesign your customer journeys. Over two practical days, you’ll gain the tools and confidence to identify critical touchpoints, uncover pain points, and build a clear roadmap for CX improvement, aligned with your organisation’s goals.
2
Customer Journey Mapping - Advanced
Master the Map, and Lead the Change It Demands
A journey map is only worth the change it drives. The advanced courses are for practitioners who already map and now want results: turning insight into prioritised action, designing the moments that shape loyalty, navigating complex B2B journeys, and managing journeys as an ongoing discipline rather than a one-off project. Practical throughout, with every exercise built live in UXPressia.
3
Customer Experience Management
Build the Mindset, Methods, and Motivation to Lead Customer-Centric Change
Attending this workshop equips participants with the tools to create a customer-centric culture, which can lead to higher customer retention, increased brand equity, and reduced service costs. Participants will gain insights into developing a CX strategy that aligns with organisational goals and enhances customer engagement. This training will enable them to implement practical CX strategies, helping their organisation stand out by understanding and meeting customer needs effectively.
4
Customer Communications - Soft Skills
Strengthen Your Customer Communication Skills and Handle Difficult Conversations with Confidence
Join us for a focused one-day masterclass designed to strengthen your confidence and effectiveness in customer communication. You will learn how to handle difficult conversations calmly, manage expectations without overpromising, and respond to complaints in a way that reduces escalation rather than fuels it.
Through practical exercises and realistic scenarios, you will develop clear communication frameworks you can apply immediately in your day-to-day role. If you want to protect trust, reduce unnecessary escalation and handle demanding interactions with greater authority, this course gives you tools you can use straight away.
5
Customer Experience Management Masterclass
Master Customer Experience End to End, and Turn Strategy into Measurable Impact
A three-day, hands-on masterclass for senior professionals who want to move customer experience from intention to execution. Across three immersive online sessions you will build a solid CX foundation, map customer journeys that surface the real Moments of Truth, and embed Voice of the Customer into the decisions that shape service. You will leave with a prioritised improvement roadmap, clear ownership through a RACI framework, the methods to engage stakeholders and close the feedback loop, and the confidence to run CX workshops and lead change inside your own organisation.
6
Coming Soon!
Testimonials
Michael delivered an excellent two day Voice of the Customer workshop for our CX team. From the very first conversation through to delivery, he worked closely with us to design a workshop tailored to our team’s needs. Michael was highly adaptable throughout the two days, ensuring discussions were both valuable and engaging.
The workshop was extremely well received, and we genuinely enjoyed working with Michael. We came away with valuable insights and practical tools, and were particularly appreciative of his offer of continued post‑workshop support and guidance.
V.W. | NHSBSA | Newcastle, United Kingdom.
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6835 Morbio Superiore, Switzerland