A practical, full-day diagnostic workshop that helps organisations identify where customer friction is costing growth, alignment, + revenue – + what to prioritise next.
Want to discuss fit before registering? Email [email protected]
Leaders are making strategic decisions every day based on:
Meanwhile, the real customer friction stays hidden.
Teams stay busy.
Projects keep moving.
Priorities compete.
CX initiatives continue.
But the underlying problems affecting customer experience + business performance often remain untouched.
+ when organisations can’t clearly see where customer friction is impacting growth, retention, alignment, + revenue…
…they keep investing time, money, + effort into the wrong priorities.
That’s exactly what this workshop is designed to solve.
Through The Customer Lens™ is built around a practical strategic methodology created specifically to help leaders identify where customer friction is impacting growth, alignment, and performance.
This is not generic CX training.
It’s a structured, hands-on diagnostic workshop designed to help you:
You’ll leave knowing:
VISIBILITY
A clear view of your customer experience across the business – not just isolated touchpoints.
INSIGHT
Identification of the friction points impacting customer + business performance.
CLARITY
A deeper understanding of the “unknown unknowns” affecting your customer experience.
PRIORITIES
Clear focus areas for your CX + business strategy.
DIRECTION
Practical strategic direction for your next financial year planning.
ALIGNMENT
A clearer understanding of what matters most – + what can be deprioritised.
By the end of this workshop, you’ll know exactly where customer friction is costing your business – + what to prioritise next for the biggest impact.
A structured process to assess what customers are really experiencing across your business
Identify where internal assumptions differ from actual customer reality
Uncover the friction points quietly impacting growth, alignment, + customer performance
See where disconnected decisions, processes, or teams are affecting the customer journey
Separate what actually matters from what’s simply creating noise, activity, or internal complexity
Surface blind spots leadership teams often miss until they become expensive problems
Identify the highest-impact areas for improvement before committing next financial year resources
Reveal where customer experience efforts are fragmented, duplicated, or working against each other
Connect customer pain points directly to operational, commercial, + strategic business outcomes
Learn how to evaluate future priorities through a clearer customer-focused business lens
Translate workshop findings into practical focus areas your business can act on immediately
Walk away with clearer direction for where to focus investment, capability, + customer strategy
Through The Customer Lens™ is designed for leaders responsible for customer experience, business performance, strategic direction, or organisational alignment.
This Workshop is Particularly Valuable For:
This is for leaders who want a clearer view of what customers are actually experiencing across the business before making major strategic decisions.
NOT FOR YOU IF…
This is a practical working session designed for organisations ready to identify what’s helping, hurting, + holding back customer and business performance.
$495 AUD
Sueanne Carr helps organisations uncover the hidden customer friction points impacting growth, retention, + performance – resulting in clearer priorities, stronger alignment, + increased revenue.
Known for her practical, commercially grounded approach, Sueanne works with leadership teams ready to move beyond assumptions + gain real visibility into what customers are actually experiencing across the business.
This workshop combines strategic thinking with hands-on diagnostic work to help organisations make smarter, more customer-led business decisions.
Leaders are making strategic decisions every day based on:
Meanwhile, the real customer friction stays hidden.
Teams stay busy.
Projects keep moving.
Priorities compete.
CX initiatives continue.
But the underlying problems affecting customer experience and business performance often remain untouched.
And when organisations can’t clearly see where customer friction is impacting growth, retention, alignment, and revenue…
…they keep investing time, money, and effort into the wrong priorities.
That’s exactly what this workshop is designed to solve.
This no-nonsense management workshop is for CEOs, CCOs, business owners + senior leaders who want to get their leadership team back on track + re-aligned with their strategic objectives.
The customer at the front, the business follows. The closer this proximity, the greater your success. This is a strategy challenge – not a tactical, operational one. To be truly customer-led, you must first take stock and assemble yourself around the customer, putting them at the centre. But, like everything in this world, nothing is static.
Customers are always moving and this is where the gold is in being customer-led. Yes, you need to assemble around them, but your organisation needs to have the agility to move with them, their changing preferences, expectations and needs. It requires building customer capabilities – not just operational band-aids.
This management workshop works best with your senior leadership team + their first level functional managers, either in two separate sessions or together (depending on numbers + your situation). We work closely with you to help you decide who should be in the room for the best outcome.
It’s a full day management workshop that will fundamentally change the way you do business.
We guide you through our signature process based on our Customer Strategy Framework™ to help you find the gaps, focus your efforts, + develop a plan to fix the issues holding you back. By doing this with your senior leadership team, you gain insight into how each function sees their role in customer, the challenges they face + the roadblocks that keep them from achieving their full potential.
We help you reframe your organisation, remove the internal barriers + put the customer at the heart of your strategic decision making + direction.
Undertaken as a live, in-person workshop-style session.
Delivered by the Founders of Customer Frame, known as Australia’s Dynamic Duo of Customer-led Transformation, it is an engaging, educating + energising session.
Each participant leaves with a minimum of nine concrete actions they can take within their function to drive collective change.
Past participants have told us it’s the best full day they’ve spent out of their business.
The cost includes all in-session materials including our comprehensive workbook, pen + a couple of little surprises along the way.
Each participant is given a comprehensive workbook in which to capture their perspectives + thoughts on how customer-led the organisation is today, + what they can do in their role to improve.
The workbook also includes our benchmark tool, the Customer Maturity Scale, to help leaders gauge how their organisation stacks up against best practice. It concludes with a focused action plan where participants capture specific actions they can take to drive the organisation to become more customer-led.
The management workshop takes place at a venue chosen by the client. Sometimes our clients use their own boardrooms, other times they prefer to go off-site to limit distractions.
The Customer-led Accelerator can be easily integrated into corporate retreats + strategy off-sites + can be a great starter to the main agenda, to get everyone on the same page.
Through the Customer-led Accelerator, we regularly see organisations generate over 100 practical + tangible actions for improvement, shared across teams + functions + owned by the leaders to take forward.
Your organisation will be benchmarked against the Customer Strategy Maturity Scale with a clear handle on the current level of maturity + the actions required to move up the scale. This becomes a great reference point to track your progress against, year on year.
Your senior leadership team will walk away feeling energised, excited + reconnected with why you do what you do, your strategic objectives + organisational purpose. Previously disengaged, disconnected leaders, leave feeling part of the collective effort, reenergised by their role + importance in the organisation’s future + ready to take action.
Due to the strategic nature of the program, this session is not designed for frontline or support level staff. It’s not Customer Service training, though a need to level up your team’s service delivery may come out of it!
Clients who have undertaken the program with their senior leaders often ask us to come back + run it with their middle management level – we’ve seen this work exceptionally well for organisations with multiple layers. If this is you, we’d highly recommend it! It ensures the change in mindset + effort is deeply ingrained within the organisation.
At CF, we believe that being a customer-led organisation starts at the top – why? Because it’s intrinsically linked with your strategy, your vision + your values.
$9,950 + GST
$12,950 + GST
$24,950 + GST
Written for brave business leaders who are charged with, or inspired by, driving customer-led change, this book will give you strategies + tools to engage your entire organisation, beyond your Customer Services Team.
No more internal apathy, fragmented teams or passing the buck, this book gives you the roadmap to engage your entire team on the journey to becoming truly customer-led.
Based on our experience with businesses + organisations of all shapes + sizes from both here + abroad, we challenge the status quo + show you how customer is an organisation competency, not just a service function.
Through our signature process based on our Customer Strategy Framework™, we’ll help you find the gaps, focus your efforts + develop a plan to fix the issues holding you back.
Forget flailing + flicking between solutions, this session will change the way you do business. Reframe the way you see your business, your team + your customers.
