Join us for a masterclass with Charlotte Purvis and Marta Duchai, where you’ll learn how to turn what customers and teams tell you into meaningful change.

Your teams have been trained to listen. You collect reviews and track satisfaction scores. So why do the same complaints keep coming back?

The clues may already be there: in everyday customer conversations, in your team’s frustrations with processes, and in the words behind a customer’s rating.

This masterclass addresses the gap between collecting feedback, understanding it, and acting on it.

In this interactive masterclass, you will:

• Explore how customer service professionals communicate with customers, with Charlotte drawing on more than 25 years of experience

• Go beyond ratings and satisfaction scores with Marta to uncover what customer reviews are really telling you

• Learn how to spot recurring patterns, identify gaps between the experience you promise and the experience customers receive, and turn those insights into process improvements and team priorities

• Leave with fresh ways to coach your team, interpret feedback, and address the issues behind recurring complaints

This masterclass is designed for CX leaders, customer service managers, and those responsible for team development, combining practical examples, discussion, and opportunities to ask questions.

Available exclusively to Women in CX Inner Circle members.

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