How to Create and Manage Positive Customer Experience? 

Many businesses are working in a focused and systematic way on product/service functionality and form. However, those who are focussing directly on the emotional experience gained by the customer, are winning ever more frequently in the competition for customer (and employee) loyalty. Products and services can be copied comparatively quickly, or even improved, but it is much more difficult to ensure a positive use, or interface, experience in each situation. 

This is exactly why Customer Experience Management is one of the most discussed and developed themes in contemporary organizations. Global conferences are being held, research is being undertaken, and methodologies and various tools are being developed on this theme. But there are some simple, but effective principles at its very foundation. Using these, you can make each contact with the customer into a unique, unforgettable and pleasant experience for the customer and for you as well.  

Anyone who is directly/indirectly involved in contact with external customers, cooperation partners and/or with employees is invited to attend this workshop – customer relations specialists and managers, personnel specialists, marketing and sales professionals. We also welcome business managers who believe that it is specifically positive customer experience that is at the core of an organization’s sustainability and success.  

During the course of the workshop, there will be brief, concentrated and practical information on:

  • How to know what the customer wants and expects?
  • How to understand, what is really most important to the customer?
  • How to surprise with an unexpected and positive experience in every situation?


The workshop is presented by Kaspars Kauliņš, head of business development and personnel, management consultant and trainer with more than 20-year experience. He has presented the introduction of Customer Experience Management programmes in the Baltic states for the Swedbank Group, as well as being the leading consultant in many customer service standards development projects, based on behaviour modelling, in the Baltic, the Scandinavian nations, Russia, Ukraine and Bulgaria.


Duration: 3 hours

Venue: TRIVIUMS training centre, Blaumaņa 11/13 - 12, IV, Riga

Participation fee includes coffee break.

For company training, the programme can be adapted for the specifics and needs of the company.

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