Your definition of customer experience is wrong, and here’s why, right, there are lots of different definitions of what Customer experience is, and if we put them together, we might end up with something like this, the sum of the interactions, perceptions and feelings a customer has with your company.
A frustrated CX Professional having a problem because CX seems too theoretical …..
You might think that’s a pretty decent definition, but you’d be wrong. Most of the definitions you find will run along the same theme. Okay, the problem is that theme is entirely inside-out. These definitions take a company view of customer experience, not a customer view of customer experience. Go figure. Let’s say that we’re an airline…..
Choosing the best customer experience, customer journey management and process courses with professional qualifications can be a challenge. Find out about the Award winning professional qualification classes. Read the testimonials from hundreds of clients and they will make your mind up.
Earning the prestigious Accredited Customer Experience Professional (ACXP) credential is pivotal in any CX leader’s career.
Established in 2010 by the BP Group, Academy of Customer Experience (ACE) and Affiliates, the ACXP provides long-overdue industry recognition of CX as a critical business discipline.
🏅 Individual and Team Success
The ACXP offers dedicated professionals a clear path to advancement and increased earnings potential. If you are a CX Leader seeking to grow your teams professionalism and impact on your business, the ACXP provides the skills, tools and framework to deliver results immediately.
🤩 CX Mastery
The ACXP credential reflects an individual’s mastery of the latest CX frameworks and commitment to delivering wow-worthy customer experiences. Applicants must have a proven business track record driving business change, process and CX transformation and improvements.
🥇 Qualification process
The qualification process is rigorous and experiential, based on the delegate’s work and experiences. The training courses are supplemented by practical exercises based on the worlds leading CX organisations and include the full spectrum of CX management, including strategy, customer understanding, design, metrics and more.
🌎 Global community
By successfully passing this gold-standard assessment, ACXPs join an exclusive global community of CX thought leaders united by a shared vision – creating customer experiences that deliver the triple crown – higher revenues, lower costs and improved service simultaneously. The ACXP contributed directly to improving shareholder value, building brand loyalty and driving sustained growth.
The ACXP is more than just initials after your name. It’s a badge of honour representing your dedication to CX excellence.
🏢 A few of the companies who have qualified ACX people in their ranks
The ACXP movement is sweeping the globe!
🌍 Already over 23,000+ dedicated professionals in 137 countries proudly carry the ACXP designation. While the United States and Europe lead with over 11,000+ ACXPs and counting, vibrant communities are growing worldwide – 3,000 in South Africa, 500 across the rest of Africa, 600+ in Australia and New Zealand, and 500 across the GCC area. This exponential growth reflects the universal importance of customer experience. Forward-thinking organisations rely on their elite force of ACXPs to drive CX transformation.
👯 Peer network
ACXPs gain an invaluable global peer network of 23,000+ colleagues to exchange insights and shape the future of CX.The ACXP journey is rigorous, making earning those coveted initials rewarding.
🥇 Been there and done it Mentors & Coaches
More than 40 world-class Recognized Consultancies, Training Providers and professional organisations offer courses led by qualified ACXP coaches and mentors with real-world expertise.
🏆 Celebrating success together
When new ACXPs are announced, we celebrate their commitment and achievement. The ACXP badge represents a dedicated CX professional ready to deliver wow-worthy customer experiences
💪 Individual & Team credibility
Earning the ACXP credential provides an undeniable career boost! Major global brands eagerly seek accredited CX professionals to drive customer experience strategies. For a team it also demonstrates the capability to help organisations transform to achieve pragmatic results quickly and sustainably.Companies, including the following, list ACXPs in their ranks and emphasise the difference pragmatic, hands-on ACXPs make to their businesses.
The attainment of the ACXP qualification is highly prized and contributes to individual, team and organisation success.
🏃♂️ CX as a competitive advantage
As customer experience becomes an essential competitive advantage, organisations need proven CX leaders who speak the language and have the strategic vision. Earning your ACXP credential sets you apart – unlocking new career potential and salary growth. The numbers speak for themselves – major brands worldwide seek ACXPs to drive their CX agenda.
THANK YOU so much for a really fantastic learning experience. This course provided a terrific holistic framework for how to think more 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) We held our session last week focusing on a critical experience for bank customers. We had a really fantastic session – not only did we walk away with the deliverables we needed, but people had a lot of fun too! Thanks again for the session. It was one of the most valuable and enjoyable sessions I have attended! Sharon Laemie Naya, Head of Commercial Change Strategy, TD Bank
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 super excited to up our game. Sarina de Beer, Managing Director at Ask Afrika, South Africa
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 completelytransformed how we measure, collaborate, communicate and innovate with the customer in mind. Keen to guide the next willing souls on this journey. Durrel Ramrathan, Head of Operational Analytics and Data Management, 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 and Operations, MX Live, MX Player, India
Thank you, the experience was enlightening, empowering, educating, encouraging and engaging. Natasha Doren, Member Experience Manager, 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 ACXM event into not only my job, but my personal life as well. Thank you so much for everything that 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, AMP, 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 completelytransformed how we measure, collaborate, communicate and innovate withthe 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 trulyblessed 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 of Business Transformation, EY, Saudi Arabia
A year after training in London, I just wanted to note 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 practical training with a wealth of knowledge to share. This is a must training for everyone interested in making their lives better! Maria T Ferreira, Vice President, Client Experience Process Improvement Citi, New York
Steve has an amazing insight into some of my personal challenges and really helpedthrough 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 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 your versatile yet practical experience. 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, Support Delivery 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 wholeprocess diagnostics suddenly clicked into place. I remember you saying that once you grasp this, 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
Steve, as you know, I’ve been an advocate and activist for you and your program for over 10 years – the skill set that I received from you and your insights are essential and are key to keeping me relevant and preferred by my clients across so many business industries. Keep going, Steve, I appreciate it. Maxx Kochar, C.P.P., A.A.E., Sustainable Development Consultant, Silver Dart Group, North America
I think it’s been a lot of fun. It’s a practical process. It’s quite clearly mapped. You can understand; I think that’s how I’ve experienced it. There’s a real tying together of the Outside-in to a pragmatic way of thinking about improvement to an empirical base, to show people that it’s real and to do it quickly and I think that’s been refreshing. Reynardt Uys, CEO and co-founder, Fringe Studios, Johannesburg, South Africa
It was engaging, it was quick. I found it to be very practical. And very comprehensive So that, that was excellent. Also to see how many industries it has been applied to. I think there’s a real a track record there which increases my confidence in all of this.We now have Outside-In dashboards. We see it’s quantifiable. It’s not what I call fufu shihi which is, all the other stuff. But it’s like, to the point and I can see it’s executive. Nehal Shah, MD and co-founder, Fringe Studios, Johannesburg, South Africa
“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)
Choosing the best customer experience, customer journey management and process courses with professional qualifications can be a challenge. Read these testimonials from hundreds of clients and they will make your mind up.
Don’t miss out on transforming your customer interactions. Discover how CEMMethod v15 can elevate your business and create unforgettable experiences for your customers. Act now and see the difference!
Here are the concepts, techniques, tips and tricks available now.
The table below outlines various concepts, acronyms, and explanations of the CEMMethod v15 for customer experience management.
Key concepts include Moments of Truth (MOTs), Handovers (HOs), Business Rules (BRs), Customer Outcomes, the Triple Crown, the Disruption Factor, and measurement approaches like the Outside-In Dashboard.
MOTs, HOs, and BRs are core diagnostics that map and analyze the customer journey.
The goal is to drive improvements by transitioning from current to future state MOTs, HOs and BRs.
Customer Outcomes, ABACUS, CX6, and the Triple Crown framework focus on metrics and measurement.
Tools like the Disruption Factor, Outside-In Dashboard, and CX Diagnostic Relationship Map visualize and quantify the customer experience.
The methodology provides a systematic way to transform organizations and optimize customer experiences.
Here is the overview of the main CEMMethod concepts:
CEMMethod v15 Concepts
Ref.
Concept
Acronym
Explanation
1
Business Outcome Based Costing
BOBC
The costs associated with achieving a particular Business Outcome
2
Business Rules
BR
A BR is any decision point in an Experience.
3
Business Rules Type
BRT
“There are three kinds of Business Rules (a) Strategic (b) Regulatory, and (c) Operational”
4
Causal Flow
CF
“Causal Flow is a visual representation of the Cause and Effect relationships between MOTs, Hos and BRs.”
5
Customer Attributes
CA
Describe customers as if they are your friends (rather than segment by circumstance with demographics)
6
Customer Categorisation
CCAT
Customer Categorisation identifies three types of Customer (a) Funders (b) Watchers and (c) Enablers.
7
Customer Expecations
CEX
Customer expectations are the set of behaviors or actions that customers anticipate when interacting with a company’s products or services.
8
Customer Experience Audit
CXA
A customer experience audit is a comprehensive assessment of customers’ interactions and perceptions of a brand during every touchpoint of the customer journey.
9
Customer Experience Diagnostic Relationship Map
CXRM
“This technique is a visual representation of the cause and effect relationship between Moments of Truth, Handovers and Business Rules across a customer experience.”
10
Customer Experience Diagnostics
CXD
“The CX diagnostics include Moments of Truth, Handovers and Business Rules. Referred to as ‘diagnostics’ they are the ultimate Cause of Work.”
11
Customer Experience Justification Deck
CXJ
“A management deck that builds the case for Customer Experience. It uses as its justification the Triple Crown idea of simultaneously growing revenues, reducing costs and improving service.”
12
Customer Experience Lifecycle Elements
ABACUS
“The elements of the Customer Experience including Awareness, Buyin, Acquisition, Customisation, Use and Share.”
13
Customer Experience Lifecycle Map
CXLM
A visual representation of the MOTs in the context of the ABACUS elements.
14
Customer Experience Management Office
CXMO
The means to transform an organisation from the Outside-In.
15
Customer Experience Map
CXM
A representation of the Causes of Work and their associated tasks and Activities.
16
Customer Experience Six Measurement
CX6
The Outside-In CX measurement approach that goes way beyond traditional measures like NPS and CSat
17
Customer Outcome Based Costing
COBC
The costs associated with achieving a particular Customer Outcome
18
Customer Performance Landsape
CPL
A representation of the relationship between everyone and everything connected to the Successful Customer Outcome.
19
Disruption Factor
DF
A calculation based on MOTs and HOs that demonstrates the degree of disruption created by a change to the Customer Experience.
20
Disruption Factor Chart
DFC
“A graph of the status of the Disruption Factor including these elements: Death Spiral, Chaos, Uncontrolled, Inefficient, Optimised and Ideal.”
21
Disruption Factor Improvement
DFI
The improvement possible from the Current State CX to the Future State CX. Usually expressed as a % improvement.
22
Disruption Factor Status
DFS
The current Disruption Factor score.
23
Four Es Approach
4EA
An advanced measurement technique relying on objective data for 100% of MOTs
24
Future State Customer Experience
FSCX
“The MOTs, HOs and BRs associated with the Future State.”
25
Handover
HO
Any interaction in the Customer Experience not directly involving the customer.
26
Handover Type
HOT
“The type of Handover which could be Person-Person (PP) Person-System (PS) System-Person (SP), and System-System (SS)”
27
Key Customer Outcome
KCO
Part of the Customer Performance Landscape Key Customer Outcomes feed into the Successful Customer Outcome. They are documented also within the Successful Customer Outcome Canvas.
28
Moments of Truth
MOT
Any interaction with the Customer.
29
Moments of Truth Action Plan
MOTAP
The migration plan of Current State MOTs to Future State MOTs
30
Moments of Truth Level
MOTL
“MOTs can be at three levels: Macro, Operational and Micro.”
31
Moments of Truth Owner
MOTO
“The MOT owner. Ideally an individual, more often a department.”
32
Moments of Truth Type
MOTT
“The type of Moment of Truth which could be Person-Person (PP) Person-System (PS) System-Person (SP), and System-System (SS), Person-Product/Service or Prodct/Service-Person”
33
North Star Alignment Template
NSAT
A matrix which states the organisation objectives and the individual/team objectives
34
North Star Metrics
NSM
The aggregation and prioritisation of all SCOC Key Customer Outcomes.
35
OI Task Activity Map
OITAM
Two layers within the Customer Performance Landscape showing tasks and activiites.
36
Organisation Readiness & Competence Assessment
ORCA
The maturities model for the Habitat of the organisation.
37
Organisphere Relationship Map
ORM
“The relationship diagram showing the customer, the inner circle and the outer circle and their connections.”
38
Organisphere Structure Diagram
OSD
A picture of all the organispheres for certain/all categories of customer
39
Outside-In Action Plan
OIAP
The action plan with responsibilities and timescales for moving from current to future state
40
Outside-In Dash Framework
OIDF
A five day model of reviewing any inititaive to generate an actionable plan by day 5 delivering triple crown benefits within a month
41
Outside-In Dashboard
OID
A complete picture of the key metric to be monitored and controlled as part of the migration to customer centricity
42
Outside-In Innovation Landscape
OIIL
An itemised list of possible innovations and their associated value
43
Outside-In Migration Plan
OIMP
A prioritised listing of deployments to achieve Outside-In Customer Experience culture
44
Outside-In Stakeholder Assessment Matrix
OISAM
Key players impacting the outside-In Migration Plan
45
Outside-In Strategic Control System
OISCS
The strategic and operation approach for implementing the CEMMethod
46
Outside-In Strategic Matric
OISM
A matric contrasting the Process view (industrial age) with the Customer view (Outside-In age)
47
Points of Failure
POF
A formulaic approach to understand the status of an experience
48
Points of Failure Action Plan
POFAP
Moving from inside-out to Outside-In requires specific actions and ownership. The action plan details these.
49
Points of Failure Documentation
POFDOC
The document that identifies the removal of Moments of Truth and the associated benefits
50
Proactive-Reactive Index
PRI
A calculation based on how proactive an experience is converted into an index to understand the % improvements
51
Process Performance Landscape
PPL
A representation of the relationship between the processes and systems connected to the Successful Customer Outcome.
52
Red Amber Green Analysis
RAGA
A listing of metrics contrasting outputs measures v. outcome measures.
53
Risk Evaluation Table
RET
Not every MOT is created equal. The RET assess the likelihood of failure at any MOT within an experience.
54
Risk Impact Matrix
RIM
A visual comparison of the MOTs regarding the impact of failure against the customer and organisation vectors.
55
Six Step Innovation
6Si
An Outside-In measurement system that can assess the performance of experiences and their associated MOTs
56
Successful Customer Outcome
SCO
The stated achievement of customer needs by delivering against outside-In measures identified in the SCOC.
57
Successful Customer Outcome Canvas
SCOC
“Eight questions answered that build an objective understanding of a customers needs, expectations and aspirations.”
58
Triple Crown
TC
“The simultaneous ability to grow revenues, reduce costs and enhance service.”
59
Triple Crown Value
TCV
A measurement of the scale of the Triple Crown wins.
You can access the CEMMethod through the
BP Group and Partners professional qualifications, including:
“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)
Choosing the best customer experience, customer journey management and process courses with professional qualifications can be a challenge. Read these testimonials from hundreds of clients and they will make your mind up.
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Incredible Testimonials just like this one
Ready to take your customer experience strategy to the next level? Visit HERE to review the content and register. 🚀
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)
