Evaluate your customer experience by using this simple and fast survey.

I designed this quick survey to do two things.

Firstly, to help you as a business owner or manager, evaluate what level of customer experience you believe you are delivering.

Secondly, to create a research database across different industries that will correlate how businesses of different sizes with different markets and sales teams are performing with their customer experience delivery.

Iven Frangi_Conferences
Iven Frangi_Organisations
Iven Frangi_Mentoring
About us
Iven Frangi is one of Australia’s most popular experts on how to design and deliver truly memorable, and highly profitable customer service experiences. The type of experiences which create growing sales, ongoing referrals and repeat business.

What is Iven’s “Special Sauce?”

Iven is a respected, trusted, leading edge authority who will help you grow your business by showing you how to ‘give customers an experience they can’t get anywhere else, so they don’t go anywhere else’* He was recognised as Speaker of the Year by the Professional Speakers Association

What are Iven’s Topics?

Iven presents fully researched and customised presentations that focus on your industry, your challenges and the steps to help you create robust, reliable, repeatable and profitable customer interactions. Customer service experiences that create ongoing referrals and repeat business. The format is keynote speeches, half and full day workshops and remote web classes. As you would expect, Iven’s presentations are an experience. They are filled with the highest quality information, real examples and case studies, insights and strategies all wrapped up in an entertaining, interactive and humorous style.
Iven Frangi_Speaker Topics

Build it and they will come

If we asked your customers “Is this business designed around your needs as a customer?” What would they say? Anything less than a resounding ‘yes’ is a fail.


Building a mutually profitable (you and the customer benefit) customer experience is a deliberate decision and then a purposeful, proactive design process.


In this presentation Iven will unpack:


  • the For Me/For You formula for real customer service success.
  • how to reassess what your customers want before you start
  • the steps to renovating your current customer experience
  • how to identify the key points in your customers’ journey where you get the maximum return from the smallest changes
  • why measuring the promoters is less than half the battle
Iven Frangi_Speaker Topics_millennials

The Millennials are coming. Are you a dead business walking?

2014 was the tipping point when the market power of Baby Boomers started reducing and the Millennials (born 1880-2000) began their ascendance. Are you ready for the top third of the market, with the greatest spending power and a new way of looking at the experiences they will pay a premium for? This presentation will show you:


  • understand how to position your business to profit from the spending power rise of millennials (its different)
  • how to prepare for their growing impact
  • how to redesign and rebuild your delivered experiences to capitalise on the increased profitability they come armed with


Miss this shift and you are a dead business walking.

Iven Frangi_Speaker Topics_Start Trek

The Star Trek Dilemma. How to balance the digital and human service mix.

Captain Kirk and Jon Luc Picard commanded the Enterprise. They had the same dilemma you have commanding your commercial enterprise. Where is a human better than a machine at doing tasks, and visa versa? What is the design framework for the deciding the digital / human mix in your business? Iven first wrote about this in his book ‘High Tech – High Touch’ Selling, co-authored with Business Futurist Craig Rispin.


In this presentation Iven will help you understand:


  • How you can decide to use digital tools or a human
  • the experience contrasting preferences of Baby Boomers, Gen Y and Millennials
  • how to design an uncomplicated experience that caters for different preferences
  • where humans are more effective than computers
  • Where do Mr Spock (logic) and Mr Data (robotics) fit managing and solving problems.
  • where you might have humans that should be replaced with a process
  • how to really profit from freed up human time


As usual there will be practical examples, fascinating questions and lots of fun exploring the best thinking in this expanding business challenge.


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Iven Frangi

M: 0414 55 33 33