Case Study: Customer Journey Mapping & CX Training for Shaftesbury Capital 

Written By Chenaimwoyo Gondo

1. Brief 

Shaftesbury Capital approached us to deliver a bespoke Customer Journey Mapping and Customer Experience (CX) training programme for their managers, directors and key supply partners. The goal was to build a shared understanding of communication styles, strengthen empathy-led service skills, and equip teams to handle challenging customer moments with confidence. 

Across the programme, we trained 106 managers and directors through eight full-day sessions, with a focus on practical application, collaboration, and consistent estate-wide service delivery. 

 

2. Our Approach 

We designed an immersive, highly interactive training experience that combined theory, skills practice and real-world scenario work. Each session included: 

  • Customer Journey Mapping workshops to help teams identify pain points, service moments and opportunities to elevate the customer experience. 

  • Communication style frameworks that helped participants understand their own approach and how to adapt it for different customers and colleagues. 

  • Empathy and active listening techniques, with a focus on staying present, listening with intent, and responding with genuine curiosity. 

  • Role-play and scenario-based exercises using real challenges from the estate, enabling participants to practise handling complaints and difficult conversations. 

  • Mixed cohorts from Shaftesbury Capital and their supply partners to strengthen cross-team relationships, shared understanding and collaboration. 

 

3. Impact 

The programme received exceptionally positive feedback, reflected in both the numbers and participant comments. 

Outstanding feedback 

  • Overall NPS: 65 

  • 100% of participants rated the training “good” or “excellent.” 

Key outcomes 

  • Stronger communication skills. 
    Participants gained clearer insight into their own communication style and practical strategies to adapt dynamically for better impact. 

“I am now aware of different communication styles. How to match or complement them… This has taken it to the next level for me.” 

  • More empathy-led customer interactions. 
    Attendees highlighted the importance of slowing down, being present and ensuring customers feel heard — especially in challenging conversations. 

“How important it is to feel heard. This applies to all customers and occupiers. I will be more conscious of that.” 

  • Greater confidence in handling difficult situations. 
    Simple frameworks and scenario practice helped people feel calmer and more prepared when dealing with complaints or tense moments. 

“Role plays made the session interesting and interactive and helped to really apply context of the presentation.” 

What participants valued most 

  • A hands-on, engaging learning experience. 
    The immersive format — group activities, discussions, role plays — kept energy high and learning practical. 

“Really engaging, not death by PowerPoint.” 

  • Collaboration across the estate. 
    Mixed cohorts of Shaftesbury Capital teams and supply partners strengthened shared understanding and built better working relationships. 

“Great to have SHC and partners together as it helped understand each other better.” 

 

Chenaimwoyo Gondo
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