What we do
Realising the potential of your customers and your employees
Your people | Your potential
No one matters in your business more than its people –
Your customers and your employees.
At Connected CX, we provide tailored solutions to help your business thrive by focusing on the "People" pillar of success. We identify opportunities for improvement and create customised strategies to drive lasting results for your business.
From workshops on customer experience strategy creation, developing a customer vision underpinned by customer promises to improving employee relationship management, and teamwork enhancement, we equip your team with the tools they need for continued success. With measurable outcomes and ongoing support, we'll make sure your business unlocks its full potential.
Find out more about people-powered business success.
Tailored solutions for success Our range of packages offer support dependent on your business stage, size and requirements.
1. Clarity To Action
From insight to implementation – with expert support every step of the way.
This is for you if:
• You're a solopreneur/ micro-business and you know something's not working (customer churn, missed opportunities, overwhelm) but aren’t sure where to start.
• You want expert guidance to identify the root cause with realistic solutions that work.
• You need hands-on support to turn ideas into action and build momentum fast.
What’s included:
1. Impact Hour
A high impact 60 minute session to:
• Diagnose your biggest customer or employee experience issues
• Uncover what’s holding you back
• Map out your next practical steps.
2. Action Plan:
You’ll get a short, clear plan of priority actions you can take built around your team, customers and goals.
3. Three months+ of Implementation Support
Ongoing coaching, advice and accountability to help you:
• Make progress on your action plan
• Tackle roadblocks with confidence
• Build internal capability as you go with expert training and advice
• Tools and templates where needed.
The Result:
Clarity, confidence and visible progress, with a partner who helps you fix what’s not working and focus on what matters most.
2. Fix What Matters
Focused support to identify and solve the biggest roadblocks in your customer and or employee experience
This is for you if:
• You’re losing customers or good employees and you’re not sure why.
• Your customer / employee journeys feel disjointed, frustrating or inefficient.
• Team’s aren’t aligned, causing delays, friction or service drop-offs.
• You’ve tried to improve things but nothing seems to stick
What’s included:
1. Discovery and insight phase
• 1 – 2 scoping sessions to understand your business challenges and context
• Review of current customer lifecycle strategy, important customer journeys, feedback, processes or people dynamics
2. Workshops / working sessions
Tailored sessions with you/your team:
Interactive journey mapping sessions with your teams for important customer personas, identifying pain points, inefficiencies, gaps and quick wins.
3. Action Plan and Implementation Support:
A clear practical action plan based on workshop findings
Coaching and hands on support over 4 – 6 weeks (or as required) to help implement changes
Provision of templates, checklists or support materials
Weekly check-in sessions to review progress and troubleshoot challenges
The Result:
You’ll walk away with a clear, mapped-out customer / employee journey, a focused plan to improve it, fewer friction points, better collaboration and more confidence in what happens next.
3. The Experience Reset
Design or re-energise the customer and employee experience you need for sustainable growth and loyalty.
This is for you if:
You’re growing but the experience isn’t keeping up
Teams, systems or journeys are disconnected (perhaps following a merger/acquisition)
Customer loyalty is shaky and staff morale is mixed
You’ve had feedback on pain points but no clear plan to fix them
You need to improve critical customer and employee metrics to increase your sale price
You want a trusted partner to lead the whole process from insight to action
What’s included:
1. Discovery and research phase. Employee & customer surveys
One-to-one interviews, observation and or data analysis
Insight summary – key friction points, motivations and experience gaps.
2. Persona creation:
2 – 5 practical personas to reflect your real customers and use to align decision making, training, messaging and journey management
3. Journey Mapping and Experience Vision:
Workshops with your team to map current journeys and pain points
Creation of ‘To Be’ journeys for key moments
Define your customer experience vision and internal promises (what experience you’ll deliver and how)
4. Prioritisation and Action Planning:
Collaboratively prioritise quick wins and long-term improvements
Use a practical prioritisation matrix (impact vs effort vs cost)
Build out a tailored action plan with internal owners
5. Roadmap and Test-and-Learn
Create a clear roadmap for change
Support your team in test solutions, measure impact and adapt
Templates, coaching and frameworks to keep momentum going
The Result:
A connected, customer focused business with a strategy that gets buy in across from all areas and an experience that keeps customers coming back again and again.
4. The People Advantage
Empower your teams to work better together, communicate openly and build trust with powerful training rooted in Everything DiSC® and The Five Behaviours®.
This is for you if:
Your teams struggle to collaborate, communicate or support one another
There are friction, silos or culture dips impacting performance and customer service
You're onboarding new staff or merging teams and need to build unity fast
You're ready to invest in people because they are your experience.
What’s Included:
1. Team Discovery / Diagnostics
Short survey or interview to understand team dynamics and challenges
Tailored plan based on size, structure, and your current goals
2. DiSC Workplace Training
Interactive, practical training using the Everything DiSC Workplace profile
Helps team members understand themselves and each other
Improves communication, reduces tension, and boosts collaboration
Includes individual DiSC reports for each participant
And OR:
3. The Five Behaviors Team Workshops
A model based on Patrick Lencioni’s “The Five Dysfunctions of a Team”
Focuses on trust, conflict, commitment, accountability, and results
Ideal for intact teams or leadership groups needing a cultural shift
4. Team-Building Days (optional)
Fun, engaging sessions with a purpose
Activities designed to reinforce DiSC learning and improve real-world collaboration
Can be tailored around live business challenges or team goals
5. Follow-Up Coaching & Integration Support
Optional coaching for team leads or managers
Tools to embed learning into day-to-day work
Access to follow-up resources and check-ins
The Result:
A stronger, more connected team that communicates clearly and constructively, collaborates across functions and delivers a more consistent and positive experience — inside and out.
Our approach – how we work
Through applying collaboration and actionable insights, we uncover the root causes of your challenges - whether it’s declining revenue, poor retention, or low morale. We then create tailored solutions that drive loyalty, satisfaction, and sustainable success.
Find out about growth through exploration, collaboration and actionable insights