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August 7-10, 2023 Online, Live, Interactive
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✅ 18 SESSIONS WITH THE LATEST CASE STUDIES
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(Video | Transcripts | Deck | ‘Shorties’)
Three programs focused on helping YOU and your organisation become more customer-centric, efficient and effective.
Ready to take your customer experience strategy to the next level?
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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.”L.G. Lavengood Outstanding Professor of the Year Award (2022)
Jim Lecinski, Professor, Kellogg School of Management
(Jim is the creator of ZMOTs and Micro MOTs as a VP at Google 2006-2018)
Connect with Steve: https://linktr.ee/SteveTowers