Deliver exceptional customer
experiences based on latest
research, insights and practical
Training and Coaching for CX success
Private and public workshops. Individual or group coaching.
“Sam , thanks for imparting your passion. I enjoyed absorbing the vast knowledge and insight you have and bring at every moment during my time with you and will do it again and
Head of L&D, Regent
“For the entire project team and I, Samantha was much more than a consultant or subject matter expert! She was our coach, mentor, and above all a friend and role model.”
“After the coaching sessions I had with Brilliance I was able to compile a workshop that we ran throughout the company. Even my CEO complimented me Your coaching made all the
difference. Thank you!”
Customer Champion, Africa Direct
Raising your Service Energy
Liberate the energy in each person who impacts or interacts with customers.
This unique and exceptional content is essential for any organisation that wants to reinvigorate the passion of their people towards their customers.
Based on quantum science, this course will reveal the secrets to engaging customers in a way that increases their goodwill towards your brand.
It will also show leaders how to adjust their leadership style to support the non-stop flow of service energy within your organisation.
Incredibly powerful programme to utterly transform the way you think about and serve your customers.
Measuring Customer Fairness
Find out what to measure and how best to monitor the indicators of customer fairness.
This insightful course is designed to help companies comply with customer-related regulations. It is applicable to all industries, especially financial services.
Benefit from learning and applying the high international standards for this fundamental and crucial customer experience deliverable.
Discover how to ensure that your company genuinely does what is best for customers and achieves fair customer outcomes, beyond just good intentions.
Many companies don’t realise they are falling short on doing what’s best and fair for their customers.
Get a clear road map to extract the great value of your customer complaints.
This course provides world-class content about how to apply customer psychology to service standards and complaint-related communications.
For management-level delegates, learn practical approaches to root cause analysis, effective reporting, customer compensation and more.
Specifically for financial services firms, we can include content on Treating Customers Fairly, Conduct of Financial Institutions and regulatory reporting.
Action plan to effectively manage complaints beyond excellent complaints handling.
Customer Success Outcomes
To get better returns on CX investments, know what the most critical customer success outcomes are and deliver them.
This excellent workshop is a must for any leader who is tasked with the challenge of improving customer experience in their company.
Learn how to multiply the impact of customer experience management by designing for the delivery of these critical customer success outcomes.
Find out about the Brilliance Customer Success Outcomes, their impact, their order of priority and how to advance them in your company.
“It is those who care the most for their customers who achieve the greatest success.”
Building Customer Trust
Discover the critical trust factors that are key to competitive advantage.
Customer trust can no longer be “bought” with flashy marketing, large advertising budgets and inauthentic Corporate Social Investing.
This workshop or coaching intervention includes advanced content and exceptional research from the fields of customer psychology and neuroscience.
Receive a powerful trust framework along with practical guidelines about how to build customer trust. This is foundational to your CX success.
See how the most successful companies have mastered the delicate balance of building customer trust.
Keynote Speaking Events
Samantha Hillion-Burns is repeatedly rated as one of the top speakers at events.
Contact us to arrange for Samantha to present at your next leadership event, executive forum, or business strategy session.
Benefit from an inspirational and mind-opening talk on Service Energy.
Hear a fascinating, new perspective on Customer Success.