Don’t Let Another Day Go By Without the Power of CEMMethod v15 – Transform Your Customer Experiences FOREVER!

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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.

Review the concepts and selected video walkthroughs at:

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:

Online live, interactive:

ACX Master – 4 days –

ACX Champion – 3 days –

CPP Master – 4 days –

In the room (Cape Town, Denver, Johannesburg, Washington DC, Dallas, London, Bucharest)
ACX Professional – 1 day –

Download the ACX program overview –

Review the concepts and selected video walkthroughs at:

“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)

Connect with Steve: