Transforming Customer Experience Hub
“The Only 360° System for Scalable Excellence”
Master the mindset and tools to get it right the first time — every time.
Designed for maximum impact, flexibility & scale, this program is available on a secure Learning Management System. Access anywhere, anytime. Your Learning in your pocket: mobile access
What you’ll Learn:
What you’ll Learn:- Build a foundation with real-world reflection
- Improve critical thinking through case studies & exercises
- Learn how to build a first time right culture across teams and processes
- Eliminate errors, waste, and rework
First Time Right with AI: a new BONUS
BONUS Operations, Customer Service, Credit, Compliance, Spotlight on Customer Onboarding, Loan Processing. AI tools & implementation steps
🌟Voices of First Time Right Graduates
- “This is a perfect course to start the FTR service to our customers”
- “It is a great guide to understand the right methodology. Examples/case studies are helpful to implement the first time right mindset and methodology in the walks of life.”
- “Engaging content!! Amazing layout of the course” “Much needed training”.
- “Very informative with updated materials, relevant real examples which is very apt for service sector” “Excellent Training session”
- “Your acronym “CART” made the session even more memorable and ensured the key concepts really stuck with us. Great work!”
- “Though I have practiced FTR a lot in my own role for several years, I find CART concept new and a useful one. Thanks.”
- “The CART framework is a helpful way to explain to someone why First Time Right is important in all areas.”
- “Good content & Effective examples which gives us clarity on the FTR Journey”
- “FTR relearnt from a totally different point of view.”
- “Sumitra, it was an amazing experience to reinforce some of my past learnings in this area. The banking related illustrations brought more relevance to the whole exercise. CART framework is a good way to make someone understand the importance of FTR in all walks of life.”
- “A great learning experience for me as well as for young entrepreneurs”.
- “CART is a very powerful concept with Culture being the most critical piece for transformation. Rearing to go for the master class to understand the implementation aspect of FTR”
- “I would like to express my gratitude for the comprehensive content and well-structured curriculum of the course. The material provided a solid foundation and effectively covered the key concepts and skills”.
- “An inspiring learning experience. I really enjoyed and learnt lots from it.”
- “Good value add to enhance the core values”.
What differentiates First Time Right from any other course?
A program for employee engagement and a strategic tool for business transformation. Valuable real world insights from participants in the interactive platform.
Share comments. Get Responses from me.
Inspirational email communication to participants in support of their journey.
NEW: FIRST TIME RIGHT PLUS
Leveraging Data Analytics these employee insights are shared as actionable items specific to organizations. Available as part of First Time Right Plus option.
FIRST TIME RIGHT . Avatar
Learn . Take Action . Get Results
Visioning
First Time Right . Avatar
- Get a Line of Sight, Communicate your Company Vision
- Use Vision Mission Framework, Reflect
- Understand Values
- Critical thinking with a case study
- See How to Build Trust
- Bonus: Create your Personal Vision
- Call to Action (CTA)
Creating Customer Delight First Time Right . Avatar
- Understand Moment of Truth with real customer experiences of delight
- Build a Culture of Excellence with 3Ps of Customer Experience
- Create your Customer Journey Map with a workshop
- Understand Hyperpersonalization at Scale,
- Customer 360, CRM
- Bonus: Design CX, learn from Best in Class
- Call to Action (CTA)
Problem Free Processing First Time Right . Avatar
- Eliminate waste, Reduce Problem Incidence Rate (PIR)
- Solve problems, Implement change with a step by step method
- Use Process improvement tools with templates
- Implement: Gemba the effective way,
- Process Focused Quality Culture
- Design a perfect process
- Call to Action (CTA)
Micro Learning for all. Access anywhere, anytime. Your Learning in your pocket: mobile access
💡 Format: | Self-Paced Digital Experience | Certificate included
👉 Enroll Teams Now: Let’s Connect
Level 2 : Delivering Customer Satisfaction:
Awaken . Align . Achieve . Masterclass
Delivering Customer Satisfaction:
Awaken. Align. Achieve. Masterclass
✅ Includes: Organization-specific insights, and action plans
💡 Format: | Self Paced | Digital Experience | Interactive | Customized | Certificate included
👉 Enroll Team Leaders Now: Let’s Connect
Module 1: Customer Experience Setting the Stage - Vision, Mission, Values Masterclass
- Align your team with Vision, Mission & Values
- Explore customer delight, CRM, and “First Time Right” in action
- Create your Customer Journey Map, Design CX, Learn from Best in Class
Module 2: Voice of Customer (VOC): Achieve Customer Satisfaction Goals Masterclass
- Learn secrets to reduce problem incidence & increase problem resolution satisfaction.
- Capture what customers need, want, and expect with precision
Module 3: Voice of Process (VOP) :
Align Processes Masterclass
- Use Lean methodology, root cause analysis & quality tools
- Design processes that reflect what customers value most
- Strive for continuous process improvement, stay on track with metrics that matter
Module :4 Voice of Employee (VOE): Awaken Potential Masterclass
- Foster empathy, psychological safety, and trust.
- Boost employee engagement, communication, gratitude, appreciation and self-leadership
Level 2 : Customized for Your Needs
Customer Needs & Satisfaction
assessment + analysis
Employee engagement
assessment + analysis
Results That Speak for Themselves
Organizations across Banking, Financial Services, Technology, Social Sector, Legal, and Hospitality have successfully implemented these programs to:
- Reduce errors and rework
- Achieve faster customer response times
- Boost employee initiative and engagement
- Improve customer satisfaction scores
- Create a culture of First Time Right
What Participants are Saying
Real Feedback. Real Results. Real Impact.
I believe transformation begins with listening — and improving. That’s why feedback is built into every stage of my programs which have continuously evolved based on participants' suggestions.
Customer Needs — and Action Taken
First Time Right
🔄 “Create more quizzes for better absorption of material”
🔄”We need First Time Right in Hindi to scale pan India”
🔄 “Do you have micro learning programs for next level…”
Product Enhancement
Quizzes created. Placed strategically after lessons in addition to the overall quiz.
New Products Launched
First Time Right in Hindi created & launched on the platform for seamless implementation
.Avatar series created for teams. Micro Learning for scaling next steps is also now available in addition to Masterclasses for team leaders to take action & see results. Everyone on the same page.
100% Satisfaction Across all Programs
First Time Right & Delivering Customer Satisfaction: Awaken. Align. Achieve. Masterclasses
Impact Snapshot
Participants expressed deep appreciation
Module 1 : Customer Experience Setting The Stage
Vision Mission Values Masterclass
✅ “Very well planned and perfect”
✅It was a good learning experience and I would like to add on more people to have this amazing experience
🔄”This is perfect. Request you to conduct a Lean workshop to help simplify our process”
🔄 “Include case studies from financial institutions”
🔄 “Make videos full screen”
Action Taken on Feedback :
- Ongoing enrollment is now available inside your interactive platform
to scale cultural transformation - Lean fundamentals is available as part of Voice of Process(VOP) Masterclass
- Added industry-specific case studies from financial services
- Built-in trust-building exercises based on real CX journeys
- Videos now play in full-screen mode
Module 2: Voice of Customer (VOC): Achieve Customer Satisfaction Goals Masterclass
✅ “Everything was amazing”
✅”Thanks for time, effort and energy spent”
✅”Excellent”
🔄 “Other than video voice technical glitches, everything was perfect”
Action Taken on Feedback :
- All technical issues resolved
- Smooth, high-quality playback ensured for future sessions
Module 3 : Voice of Process (VOP) Align Processes Masterclass
✅”Excellent. It was motivational & inspirational”.
✅”You did manage the technical glitch faced earlier, perfectly this time”
✅”Regular sessions enhance knowledge and perspective towards customer service delivery”
🔄 “More learning videos needed”
🔄 “Simplify complex tools”
Action Taken on Feedback:
- Added more example-driven learning videos
- Introduced Lean fundamentals in an easy to understand format with clear step-by-step implementation guides
- Now available for ongoing enrollment of teams inside your interactive platform
Module 4: Voice of Employee (VOE): Awaken Potential Masterclass
✅ “Today’s workshop made me introspect deeply on so many parameters and brought tears to my eyes”
✅ “Excellent, motivational, and inspirational — no need for improvement.”
✅ Its very helpful & valuable for us”
🔁 “Should be conducted on a regular basis”
Action Taken on Feedback :
Integrated more reflective exercises and introspection prompts
Now available as part of an ongoing cohort model for cultural transformation inside your interactive platform
Why This Matters
This isn’t just a course.
It’s a mindset shift, a culture change, and a strategic enabler for your organization.
It’s about listening, acting and improving — so your teams can deliver better, faster, and with pride.
Level 3 : Roadmap Consultation – Your Custom Path to CX Excellence
Graduated from First Time Right? Completed the Masterclasses? Completed the First Time Right. Avatar series? Need more support? Let me be your guide…
📊 Strategic assessment. Personalized recommendations. End-to-end guidance.
This high-impact consultation helps your leadership team build a practical roadmap, embedding First Time Right & CX excellence aligned with business priorities, employee engagement goals, and customer satisfaction metrics
✅ Ideal for: CXOs, Process Leaders, Strategy Teams
🗺 Format: Consultation Sessions
👉Let’s Connect
🎯Ready to Start or Boost Your Journey?
Whether you’re a fast-scaling startup, a mature business or a global enterprise —
your journey to consistent excellence starts here.
🔘 Book a Strategy Call:Let’s Connect
🎓 JOIN NOW: First Time Right & Masterclasses
How to Design for Belonging and Inclusion
Build Cultures Where Everyone Feels They Belong — and Want to Contribute
Struggling with inclusion? Wondering how to go beyond checkboxes and build true belonging across diverse teams? This outcome-driven workshop helps organizations foster psychological safety, inclusion, and belonging using powerful Design Thinking tools and real-world application. Whether you're in HR, DEI, employee experience, or organizational culture — this session brings a fresh lens, clear methods, and emotional resonance to your inclusion efforts.
What You’ll Learn:
✅ Apply Design Thinking to uncover gaps in belonging and inclusion
✅ Use storytelling, empathy maps & feedback tools to improve team dynamics
✅ Identify root causes of disengagement in diverse, multicultural teams
✅ Learn practical frameworks to design inclusive spaces — physically, virtually, and emotionally
✅ Move from diversity talk to inclusive action that sticks
Hear it From Participants
“Thanks for this, Sumitra. So full of wonderful methods to address belonging. Amazing resources”
“I’d love to share this with our DEISJ Office, because we are struggling and this will help us a lot”
“Wonderful presentation. Just the right info at the right time.”
“A great education. I’m taking so much back from this session.”
“Lots of great research here. Thank you for this wonderful gift.”
“Terrific and very thought-provoking.”
Who This is for:
Who This is for:- DEI/DEIB/DEISJ Leaders
- HR and L&D Professionals
- Team Leaders & Culture Champions
- Change Agents & Employee Experience Architects
- Organizations working across regions & identities
Delivery Format:
🕒 90-Minute to Half-Day Interactive Online Session
📘 Includes a curated toolkit, belonging canvas
🌎 Customizable for corporate, social sector, or global audiences
Ready to Design a Workplace Where Everyone Belongs?
Book a session for Your Team; Let’s Connect
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