In an era where seamless experiences define brand loyalty, our training modules ensure your teams are adept at crafting interactions that customers value - and that teams can deliver to generate strong and enduring revenue.

Empowering teams with the right tools is vital in today's customer-centric world. Our CX Training & Capability services offer tailored training that addresses your team's unique challenges. With hands-on learning and real-world scenarios, we ensure lessons translate directly into improved interactions.

Our holistic approach covers both the art and science of customer experience. From journey mapping to fostering a customer-first culture, we ensure every touchpoint reinforces your brand's promise, driving consistent excellence and value.

Areas of expertise

Customer Experience Training

Empower your teams with comprehensive training tailored to elevate every customer interaction, ensuring consistent delivery of exceptional experiences.

Reignite your team's approach to customer engagement with our bespoke Customer Experience Training. We tailor our service to the unique dynamics of your business - empowering your staff and ensuring you consistently deliver outstanding customer experiences.

Our approach blends knowledge from multiple categories with pragmatic applications using real-world scenarios. We cover essential aspects of customer interaction, from effective communication techniques to understanding and anticipating customer needs, ensuring every interaction is impactful and memorable.

Your team will walk away proficient in delivering exceptional customer experiences ready to drive tangible business benefits and customer engagement.

Build a Customer-Centric Culture

Transform your organisational ethos by embedding a customer-first mentality, ensuring every decision and action resonates with your audience's needs and desires.

Embed a customer-first ethos in your organisation with our Customer-Centric Culture approach ensures that each decision and action within your company aligns closely with your audience's needs.

Our expert-led program focuses on reshaping your organisational culture, instilling values and practices prioritising customer perspectives. We deliver bespoke training and workshops that foster understanding and empathy towards customer experiences, driving a shift in mindset across all levels of your staff.

By adopting this customer-centric approach, your organisation not only enhances customer satisfaction but also bolsters brand loyalty and business performance.

Capability Frameworks

Establish robust strategic frameworks that define and enhance your team's capabilities, ensuring they're equipped to deliver unparalleled customer experiences at every point in the journey.

Transform your team’s potential into performance with our Capability Frameworks service. Designed to define and enhance your team's skills, this framework ensures your staff are empowered to deliver unparalleled customer experiences at every journey point.

Our approach involves developing pragmatic frameworks that identify key competencies and skills required for exceptional customer service. These serve as a blueprint for training and development, ensuring a consistently high level of service across all customer touchpoints.

By implementing these frameworks, your organisation fosters a culture of continuous learning and improvement, directly improving customer engagement and satisfaction.

Customer Experience Assessment

Gain a holistic view of your current customer experience landscape, identifying strengths and areas of improvement to ensure continuous enhancement of every touchpoint.

A Customer Experience Assessment will allow you to discover areas where a Customer Experience strategy could be improved to better align with what your customers truly value.

For organisations wanting to assess, define and re-align their customer experience strategy, a rigorous Customer Experience Assessment will help answer the following questions:

Does the organisation have a current or adopted Customer Experience (CX) strategy?

Is the voice of the customer and customer insights understood and does it inform and drive business decisions?

Is the organisation's culture customer-centric?

Evaluating your customer experience capability means you can effectively turn it into actions that directly benefit the customer or the organisation.

This is the most comprehensive and strategically powerful customer listening, and staff listening project we have ever done. The outputs have given us a focused roadmap that we will use as the backbone for our growth strategy for the next two years. Thank you.

Ant Morrell

Co-Founder of BOUNCE

The quality was awesome, incredible document, epic piece of work. I knew we would get something good out of it. I didn't realise it'd be so in depth. So that was really great.

Aexandra Haughton

Launch and innovation director

In an age where many companies offer the same thing, it's how you do the same thing that becomes critical. Proto is an expert at showing companies how to be different in a way that matters most to your customers.

Matthew Liebmann

Chief Operating Officer