During our research into the application of ChatGPT into Customer Experiences, and as a prelude to the launch of the new qualification “Certified Journey Management Professional (CJMP),” we were amazed at how rapidly organizations are integrating AI capability into their core experiences.
I have included just three examples here of CX next practice, with references for those wishing to dive deep (hundreds of use cases),
And if you are interested in learning more about the three-day CJMP workshop, send us an email with the subject header CJMP, and we will get back to you.
ChatGPT can be deployed to create an automated customer service chatbot that offers speedy and precise solutions to frequently asked queries [1].
This can prove immensely beneficial for businesses that receive many inquiries, improving their efficiency and rapidity.
ChatGPT’s natural language processing abilities can be utilized to examine customer feedback, deriving useful conclusions about frequent criticisms, recommendations, and developments [2]. Businesses can consider this data to make informed decisions and enhance the overall customer experience.
ChatGPT can offer individualized customer support through a conversational interface, which renders resolving matters or answering questions more convenient and faster [3].
These are merely a few of the potential applications of this technology.
It’s important to note that the specific industry and company will depend on the customer types, organization maturity, and business needs. However, the impact of ChatGPT on customer experiences is significant, with 67% of consumers worldwide now using chatbots for customer support [4]
When Steve Jobs kicked off the Customer Experience (CX) movement in 1997 (video here), he crystallized the idea of understanding customer NEEDS before doing anything else.
At the same time, another CX genius, Jeff Bezos, was three years into creating the most profitable company on the planet and precisely understood Steve Jobs ‘working backwards’ imperative.
There is this Need (even though customers don’t know it yet), and I can create the desire and meet that Need now.
Upgrading your skills and delivery for 2023 will determine your success. Advance and Evolve beyond functional industrial age thinking to Outside-In customer-centric practices. Tried and tested this program has helped to create more than 140,000 professionals across 137 countries since its inception in 2006.
So if understanding and applying the techniques and methods deployed in Apple, Amazon, Zappos, Zara, Emirates and BMW compels you to adopt the ‘next practice’ approaches come and join us online next month or in a city near you through 2023.
Here’s someone who enjoyed the session:
The BPGroup Accredited Customer Experience Masters® (ACXM) Programtakes BPM & CEM Training to an entirely new level.
Become an Accredited Customer Experience Master (ACX Master®) through learning and experiencing the most practical, successful and proven toolkit for customer-centric change
For 2023…
> New Case Studies > 60+ takeaway techniques > 90+ help videos > Fully revised CEMMethod (version 15) > CX Rating (4E’s) integration > All material provided > Dedicated Professional User Group > Ongoing webinars
The Accredited Customer Experience Professional/Master difference
This premier series is designed for those seeking advanced professional skills in customer experience and process management, CX improvement, CX alignment, customer centricity, and innovation. These are the Outside-In Customer Experience Management, BPM Methods, and Techniques that Deliver!
Uncover CX/Process Improvement opportunities in just hours
Identify Actions that will improve customer experience and associated processes by 15% to 40% within 20 days of deployment
Integrate and Evolve methods such as BPM, Lean, Six Sigma and Operational Excellence to Outside-In thinking and practice
Delight your Customers (making them your greatest advocates) through Successful Customer Outcomes and Customer Experience Management
Innovate to compete, set the market trend and even dominate your industry
Advance Net Promoter Score and Customer Satisfaction to the next level
Release significant costs, improve revenues and enhance service (win the Triple Crown) immediately
THANK YOU so much for a really wonderful learning experience. This course provided a terrific holistic framework for how I can more richly think about MOTs . It’s a terrific program that I’d recommend and encourage others to consider strongly. Jim Lecinski, Professor of Marketing, Kellogg School of Management, USA (former SVP at Google where he invented the Z-MOT and Micro MOTs)
Thank you for being an amazing mentor, guru & inspiration. You truly have a way of bringing all principles, especially the divine principles, back into the workplace. Thank you for empowering me to see a different view. Nancy Moodley, Head of Customer Experience, Digital & CRM, Nissan Africa
What an incredible experience. We loved every minute and we’re super excited to up our game. Sarina de Beer, Managing Director at Ask Afrika
An excellent course enabling engineering of a great customer experience! Gavin Smith, Continuous Improvement Lead, Industrial Development Corporation, South Africa
Thank you, Steve, for the high quality & insightful training you delivered. Your innovative approach, critical thinking & up to date case studies facilitated this achievement 👍 Muath Al-Azzam, Principal Services & Operations Specialist, Dubai Municipality, United Arab Emirates
What an amazing journey to Accredited ACX Coach, this experience has completely transformed how we measure, collaborate, communicate and innovate with the customer in mind. Keen to guide the next willing souls on this journey. Durrel Ramrathan, Senior Analytics & AI Leader & ACX Mentor, Multichoice, South Africa
Thanks, Steve, for providing a great learning platform. It was inspiring to hear your experiences as they presented a great source of knowledge. Not only have you been a fantastic mentor to me but you have taught me how to mentor others. Thanks for being so supportive and getting me through. Chandan Chabbra, Head of Content, MX Live, MX Player, India
Thank you, the experience was enlightening, empowering, educating, encouraging and engaging. Natasha Doren, Eskom Pension and Provident Fund, South Africa
I have to say, every day since I left Denver, I have been able to apply some of my learning during the event into not only my job but my personal life as well. Thank you so much for everything you’ve done to advance the field of customer experience! Brett Gill, Regional Sales Manager, Morrison Container Solutions, United States
Another fantastic learning, personal and professional development experience with you! Lyall Shapiro, Head of Experience, Design & Fulfilment Transformation, Australia
Thank you Steve, very intense 4 days but amazing and already putting it into practice! Edwin De Lange, CX Principle, Immersion Group, South Africa
Thank you so much Steve.. this achievement means a lot to me & huge credit goes to you.. looking forward to my next learning Amal Shaira, Director– Head of Client Service Improvement, Business Planning & Strategy, National Bank of Abu Dhabi, UAE
An honour to work with you Steve. A fantastic course Kath Milne, Director & Chairperson, Equality Lawyers, Australia
What an amazing journey to Accredited ACX Coach, this experience has completely transformed how we measure, collaborate, communicate and innovate with the customer in mind. Keen to guide the next willing souls on this journey. Durrel Ramrathan, Senior Analytics & AI Leader & ACX Mentor, Multichoice, South Africa
Thanks very much for an amazing course! You are a fantastic facilitator and I’m truly blessed to have you share your wisdom with us. Jenny Simpson, Associate Director, National Australia Bank, Sydney, Australia
Learning by doing and exploring up to date real-life is what the program is all about. This is my third course with Steve, and I have witnessed tremendous improvements to its content and delivery, and have never failed to leave amazed by the power of the techniques. Saud Albuainain, Director Business Transformation, EY, Saudi Arabia
A year after training in London just wanted to shoot a note of my continued gratitude. Hope to remain involved in the events and work with you again.. that mentoring was beyond invaluable. Juliana Coates, Member Services, University of Albany, New York
I’m writing to endorse the program. It completely changed the way I think. Steve Towers taught us amazing secret techniques of improvement. The program allowed me to apply all the learnings immediately after the training. Very effective training with a wealth of knowledge to share. This is a must training for everyone who’s interested in making their lives better! Maria T Ferreira AVP, Client Experience Process Improvement Citi, New York
Steve has an amazing insight into some of my personal challenges and really helped through his mentoring for me to refocus my energies with immediate renewed personal and career success CIO, Telco, South Africa
Thanks for your time and the fantastic course, delivered in Auckland recently.
Looking forward to attending in June – will see if I can bring some colleagues!!
Neal Ross, Chief Technology Officer, Ricoh, Australia
The detail was very relevant and extremely well presented. Steve is a great communicator and spoke extremely well. Paul Botes, Senior Manager, Standard Bank, South Africa
Brilliant Workshop. The speaker was awesome and gave great guidance on matters I am finding in the workplace. Cindy-Lee Muller, Marketing Coordinator, TPN Credit Bureau, South Africa
The workshop is highly recommended for anyone who wishes to simplify and thereby enhancing satisfaction. The speaker is immensely knowledgeable and demonstrates vast experience in the subject. David Mulovhedzi, Senior Manager, DPSA, South Africa
I did the training 2 weeks ago and it completely changed my world. Since then things are going really fast within our organisation. The rest of the guys in our executive team are completely sold on the concepts. To be honest I did not think it would happen that quick. Nachiket Gole, Chief Information Officer, Cap Gemini, India
..You’ve fundamentally changed the way I think about every process. And inspired me to try Outside-In (OI) in all walks of life. The first two levels should be included in educational curriculums (yes, even at the junior levels). If everyone started applying OI, the world would be… where it should be. Mahesh Mirchandani, Group CTO, TruDoc HealthCare
If you are looking to improve your own professional life then I would recommend the program and Techniques Stephen Nicholson, Certified Process Professional Master, BPM Systems, Australia
Excellent presentation, clear and concise. Absolutely Gripping Devendra Maisnam, Business Analyst, National E-Health Transition Authority, Australia
Thanks to you for a fantastic mentoring programme … I am an Outside-In fan now ! Jimmy Cuadra, CIO, ICI Paints Asia Pacific, Singapore
I was struck with awe on the versatile yet practical experience that you shared. Thanks for the wonderful session on CPP this week Syed Raashid, Specialist, Qatar Energy, UAE
Thanks again for the fantastic course and insights you provided. Sean Schurmann, Consultant, e&e Solutions, Australia.
Just a short note to say thanks again for the course. It was a truly mind blowing experience and I will never think about process the same way again. Craig Reid, CEO & Founder, Professional Holiday Homes.
I wanted to tell you how much I enjoyed the book! It really helped tie together various concepts and practices I have been evolving towards over a number of years, crystallizing them into a simple but powerful framework. Steve Melville, Director, Oracle, USA.
Steve led the best training sessions I have ever taken in my 20+ years as a professional. After those sessions, I was able to have an immediate impact on my organization. Steve is a very sharp, personable, interesting individual and a real pleasure to work with. I continue to remain in regular contact with Steve and consider him an invaluable resource on BPM and on change management in general. Mark Barnett, Director of Global Process Practice, ACN, Inc. USA
I would like to thank you for a wonderful experience for me to know the nuances of ABPM. Taking us to a new level on how to view processes & implement by way of sharing your wealth of experience and enlightening us with the case studies & exercises. Director Quality Management Group, 3i Infotech Ltd., India
Exceptional and life-transforming. This training should be on every corporate agenda CIO, Apotex Pharmaceutical, Canada
Simple and different concepts which is path-breaking and easy to understand and deploy Director Business Consulting, Chennai, India
Excellent – he is a very good leader Senior Quality Analyst, AEC, Saudi Arabia
I want to thank you for the great content and coaching that you provided, the concepts resonated even more clearly when presented with your enthusiasm and experience. Director, H&R Block, USA
I really enjoyed last week and really learned a lot. I feel I had a Eureka moment yesterday when the whole process and CX diagnostics suddenly clicked into place. I remember you saying that once you grasp this then you will never look at processes in any other way. I am now actively evangelizing the CEM approach with our team. Senior Analyst, Investment Bank, London
Steve is an inspiring global thought leader. He is a creative visionary, working on the edge of breakthrough change. Kenneth Mortimer, Principal, MBA & Associates Ltd
You are the tops! Everyone in the field should be exposed to the techniques experienced in this course. Personnel Director, Business Management, Bank of America
…was so helpful. The ability to ask questions/having a discussion after the day’s end was extremely good. I really appreciated the professional approach Telco Director, CIO of CEU, Hungary
“This course provided a terrific holistic framework for how I can more richly think about how MOTs connect to Customer Experience and Customer Journey Management. It’s a terrific program that I’d recommend and encourage Professionals to strongly consider.”
Jim Lecinski, Professor, Kellogg School of Management
(Jim is the creator of ZMOTs and Micro MOTs as a VP at Google 2006-2018)
L.G. Lavengood Outstanding Professor of the Year Award (2022)
Gaining certifications in customer experience can be advantageous for employees and businesses alike. It demonstrates an individual’s dedication to the field and provides an upper hand in the job market. Furthermore, it can enhance output in current positions by increasing expertise in the most effective techniques and lead to a higher customer satisfaction rate for the company. Professional qualifications can also bring a feeling of personal achievement. There are several options to receive these qualifications, such as virtual classes, physical seminars, and degree programs. All in all, obtaining professional qualifications in customer experience could be a beneficial investment.
Well, the Testimonials seem to say so…
Find out more: https://bit.ly/GCCACXP
Professional Qualification (or not?)
First, having a professional qualification in customer experience demonstrates a commitment to the field. It gives an impression that you have invested your energy to learn the most current best practices and have the necessary capabilities and expertise to offer exceptional customer service. This can be especially helpful for companies searching for customer experience professionals, as it reflects that you are devoted to your career and take it earnestly.
Obtaining professional credentials in customer experience can be advantageous in the job market. In an arena where customer experience is becoming increasingly imperative for businesses, having the qualifications can give you an advantage over applicants with different proficiency levels. This can be particularly advantageous if you want to progress in your profession or change to a new sector.
It is not just about your job
But the advantages of obtaining professional qualifications in customer experience go beyond impressing potential employers. It can also help you be more productive in your current role. By gaining a more profound knowledge of customer experience best practices, you will be better able to recognize and handle any issues that may crop up and find ways to improve the overall customer experience. This can lead to improved customer loyalty and satisfaction and, eventually, higher revenue for your organization.
In addition to the tangible benefits, obtaining professional qualifications in customer experience can also give you a sense of personal accomplishment.
If you want to become professionally qualified in customer experience, multiple alternatives are accessible, such as online courses, in-person seminars, and degree programs. Examining and determining the most suitable choice for your needs and timetable is vital. Regardless of your choice, getting a professional qualification in customer experience is a beneficial investment. It can make you stand out in the job market, increase your capability in your current role, and bring satisfaction. So, if you plan to progress your job in customer experience, consider becoming professionally qualified – it is the push you require to succeed in this fast-developing area.
Summary
Gaining certifications in customer experience can be advantageous for employees and businesses alike. It demonstrates an individual’s dedication to the field and provides an upper hand in the job market. Furthermore, it can enhance output in current positions by increasing expertise in the most effective techniques and lead to a higher customer satisfaction rate for the company. Professional qualifications can also bring a feeling of personal achievement. There are several options to receive these qualifications, such as virtual classes, physical seminars, and degree programs. All in all, obtaining professional qualifications in customer experience could be a beneficial investment.
RECOMMENDED QUALIFICATION: The Accredited Customer Experience Professional® (ACXP): https://bit.ly/GCCACXP
If you want to check if your colleagues are already qualified do a search with #ACXP on Linkedin.
Even though Customer Journey Mapping (CJM) has become a popular tool among customer experience (CX) professionals, many organizations are still not utilizing it to its fullest. Oftentimes, the cause of this is a lack of knowledge about how internal operations and data are related to the customer journey. To gain a better comprehension of the customer experience, CX experts need to comprehend the entire process customers navigate when interacting with an organization. This includes not only their dealings with the organization’s products and services, but also the processes and systems that underpin those connections.
Overview
Earlier this week, I released a short video about Customer Journey Management and its benefits for organizations, with examples from Amazon, Starbucks, Uber, Netflix, Apple, and the Financial Sector. (see the 4 minutes on YT: https://youtu.be/an5tNYXXzHo)
Wow, what a response. I didn’t expect that. Many folks have tried and failed to deploy Customer Journey Map approaches effectively.
Here’s a summary of some of the five most significant challenges. In another article, we will discuss how to avoid them based on the best practices of those who have delivered success.
Some significant drawbacks can affect a company’s ability to provide a great experience to its customers.
🤝Customer Needs
One of these issues is a need for insight into the customer’s needs and desires. This can create an inconsistency between their services and products and the customer’s expectations, leading to disappointment and exasperation.
💖Personalization
Furthermore, not offering a personalized experience make customers feel disregarded and unappreciated.
🎸Co-ordination
Additionally, a failure to properly coordinate and integrate different channels and touchpoints can lead to an incoherent journey for the customer, making it difficult for them to get the assistance or data they require.
🏢Structural challenges
A hindrance is silo-based thinking; when a business has several separate systems and processes, it can take time to get a comprehensive outlook on the customer’s experience and to determine their path.
This can make it challenging to find and address any issues or areas that need to be improved.
✍️Connecting the dots
Understanding the link between internal operations, data, and customer experience is essential. By being aware of the overall process customers go through when interacting with an organization, and the systems and processes that back them, CX professionals can pinpoint pain points and chances for optimization within the customer journey.
Additionally, it is essential to remember that CJM is not a single-time task but rather an ongoing effort to be evaluated and updated routinely. It calls for the participation and collaboration of all levels of the organization. It serves to align initiatives from various departments to upgrade the customer experience and positively affect the business.
Conclusion:
Several specific actions will reduce the risk of poor CJM implementation. We will discuss those shortly by reviewing the best practices of companies that have delivered success.
If you want the inside track on that, subscribe and share this blog.
RECOMMENDED QUALIFICATION: The Accredited Customer Experience Professional® (ACXP): https://bit.ly/GCCACXP
If you want to check if your colleagues are already qualified do a search with #ACXP on Linkedin.
Gaining certifications in customer experience can be advantageous for employees and businesses alike. It demonstrates an individual’s dedication to the field and provides an upper hand in the job market. Furthermore, it can enhance output in current positions by increasing expertise in the most effective techniques and lead to a higher customer satisfaction rate for the company. Professional qualifications can also bring a feeling of personal achievement. There are several options to receive these qualifications, such as virtual classes, physical seminars, and degree programs. All in all, obtaining professional qualifications in customer experience could be a beneficial investment.
It is essential to acknowledge the significance of customer experience. More is required to deliver an outstanding product or service in this highly competitive business environment. Businesses need to put in the extra effort to provide a remarkable customer experience to be distinguished from rivals and gain customer loyalty. This is where obtaining a professional qualification in customer experience comes into play.
Professional Qualification (or not?)
First, having a professional qualification in customer experience demonstrates a commitment to the field. It gives an impression that you have invested your energy to learn the most current best practices and have the necessary capabilities and expertise to offer exceptional customer service. This can be especially helpful for companies searching for customer experience professionals, as it reflects that you are devoted to your career and take it earnestly.
Obtaining professional credentials in customer experience can be advantageous in the job market. In an arena where customer experience is becoming increasingly imperative for businesses, having the qualifications can give you an advantage over applicants with different proficiency levels. This can be particularly advantageous if you want to progress in your profession or change to a new sector.
It is not just about your job
But the advantages of obtaining professional qualifications in customer experience go beyond impressing potential employers. It can also help you be more productive in your current role. By gaining a more profound knowledge of customer experience best practices, you will be better able to recognize and handle any issues that may crop up and find ways to improve the overall customer experience. This can lead to improved customer loyalty and satisfaction and, eventually, higher revenue for your organization.
In addition to the tangible benefits, obtaining professional qualifications in customer experience can also give you a sense of personal accomplishment.
If you want to become professionally qualified in customer experience, multiple alternatives are accessible, such as online courses, in-person seminars, and degree programs. Examining and determining the most suitable choice for your needs and timetable is vital. Regardless of your choice, getting a professional qualification in customer experience is a beneficial investment. It can make you stand out in the job market, increase your capability in your current role, and bring satisfaction. So, if you plan to progress your job in customer experience, consider becoming professionally qualified – it is the push you require to succeed in this fast-developing area.
Summary:
Gaining certifications in customer experience can be advantageous for employees and businesses alike. It demonstrates an individual’s dedication to the field and provides an upper hand in the job market. Furthermore, it can enhance output in current positions by increasing expertise in the most effective techniques and lead to a higher customer satisfaction rate for the company. Professional qualifications can also bring a feeling of personal achievement. There are several options to receive these qualifications, such as virtual classes, physical seminars, and degree programs. All in all, obtaining professional qualifications in customer experience could be a beneficial investment.
RECOMMENDED QUALIFICATION: The Accredited Customer Experience Professional® (ACXP): https://bit.ly/GCCACXP
If you want to check if your colleagues are already qualified do a search with #ACXP on Linkedin.
