A cup of tea isn’t just a drink — it’s a ritual, a conversation starter, and a moment to reflect and connect. In our breakout session, we’ll explore how the process of making a cup of tea serves as a powerful analogy for Continuous Improvement, Customer Experience, and Change Management. Like making the perfect cup, great customer experience demands quality ingredients, consistency, attention to detail, and a human touch.

This session will unpack how small, thoughtful actions can drive big results, improve customer loyalty, and foster growth. Join us for a fresh perspective on using everyday interactions to make lasting business impact and discover how a cup of tea can transform your approach to customer relationships and business success.

AIMS

• Illustrate how small, consistent improvements can drive long-term growth and sustainable change.
• Reinforce the importance of consistency, attention to detail, and a human touch in business.
• Offer practical, stair-step strategies to create impactful customer experiences without overwhelming resources
• Introduce methods to foster continuous improvement that align with real-world business constraints.
• Demonstrate how small changes in employee engagement can cascade into broader organisational impact.

CONTENT

• The ritual of tea: a lens for examining continuous improvement and the customer journey.
• Insights from Carter Consultancy’s five-element framework applied to everyday business interactions.
• Real-world examples of small actions creating lasting business impact.

OUTCOMES

• Learn practical tools to integrate Continuous Improvement into everyday customer interactions.
• Gain techniques for embedding customer-centric change into daily business practices without disrupting workflows.
• Learn to apply Change Management principles that make transitions smoother for both customers and employees.
• Develop a mindset for continuous improvement that enhances responsiveness to customer needs and feedback.