Dubai calling for the 4 day ACX Masters program – Upskill now…

What are you doing in the GCC this April? The Dubai ACXM and this Award winning class should be high on your options list.

Podcast with Roland Naidoo | Live stream – rockstar.cx | Business Awards…

Live broadcast with James Dodkins  Rockstar.cx


This was an interview across the continents
(I am currently in Colorado, James is in England)
https://www.facebook.com/JDODKINS/videos/1425739797553815/

Do get along to the link – James will be hosting CX Rockstars from all over the globe 🙂

Business Leader in South Africa provides his views on Customer Centricity

Roland Naidoo, Senior Executive, Multichoice
Roland Naidoo, Senior Executive, Multichoice

 

Roland Naidoo (ACX Master) is a highly respected senior executive in the global entertainments business. As part of a podcast hosted by Futurology…

https://itunes.apple.com/za/podcast/futurology/id1078860959?mt=2&i=1000397468049

You can reach Roland here to progress the discussion:
https://www.linkedin.com/in/roland-naidoo-b403a029/

Award won by yours truly!

I was deeply honoured by the PEX community at the annual conference in Florida last month and received the Global Community 2018 Award. Needless to say (but I will) this is as much down to you guys and your great transformational work, so I graciously excepted the Award on your behalf. Thank you so much :

See the snapshot here: https://buff.ly/2EEE9Im

Next time we will be reviewing highlights of the upcoming 2018 conferences…

The Shocking Truth about Customer Experience


The single biggest piece of advice I give to senior executives setting out on the Customer Experience journey is to STOP. Yes seriously, the vast majority of CX efforts are completely misaligned.

CX Efforts Misaligned

Don’t get me wrong the intentions are good. Unfortunately, it goes something like this:

  1. Top Team are listening and decide they need to get with this customer centricity/Outside-In/working backwards thinking.
  2. Senior Management makes noises that the customer is THE thing the business must focus on.
  3. The Executive engage the marketing and sales guys to get with it and start pushing the message.
  4. Functional leaders hear the noise and bluster. They start using the language, whilst thinking this is just more fluff and nonsense. They make the right noises for now but keep their heads down, because they know this will go the same way as so many other ‘strategic initiatives’.
  5. Fundamentally functional heads carry on working with the out of date reward system that promotes sub-optimal industrial age thinking and practice.
  6. The Executive see the usual inertia, results not coming through, apathy and indifference and decide their business isn’t really an Amazon.
  7. Top Team then reverts to just getting better at what we are doing, then when someone in ‘our industry’ proves it we will follow.
  8. Functional leaders breathe a sigh of relief and invest even more in industrial age systems and training. The illusion of doing something, in this case, is actually worse than doing nothing.
  9. The businesses failure is noted by customers who move to those who do understand and deliver Customer Experience success.
  10. The company becomes another footnote in the history books. Talked about at business schools and picked apart because of the failure to get the new Outside-In customer-centric mindset.

Making Customer Experience Successful everywhere all the time

This isn’t rocket science (unless you are NASA of course). Understanding that the structures and ways of working from the industrial age were NEVER designed to be customer-centric. They were established to make things faster by optimizing production lines.

And oh, don’t think because you are not in manufacturing you are OK. It is likely your complete ways of working will be making everything look like production management systems, with talk of leaning out, waste reduction, standardization, efficiency, productivity. Sound familiar?

Understanding this Customer Experience misalignment is fundamental.

I encourage doing three things before re-joining the CX road-march:

  1. Understand how big the gap is between what you are doing and what Successful Customer Outcomes you need to be delivering.
  2. Audit the current key performance indicators.
    Are they mostly about outputs?
    Usually, the balance will be 80% output metrics (like calls answered, Average Handle Times, Abandoned Rates, Projects completed on time to budget etc.).
    Meanwhile, the really important measures that tell you a Successful Customer Outcome is being achieved will only be a small proportion.
    What you measure is what you get and no amount of Customer Experience drum banging will work unless those measures of Outcomes become the most important.
  3. Create an awareness of what real CX success is all about.
    This isn’t just the stories. It is about the actual things on the ground that need to change. The WHY and the HOW go hand in hand. Often times upskilling a group of key players at all levels to make them Ambassadors for the Customer achieves way more than massive corporate investment in branding and image.

In conclusion, Customer Experience cannot be treated just like another corporate initiative. To achieve success requires a significant shift in mindsets, and when that is achieved the realignment of the Enterprise to Outside-In can really begin.

Want more guidance and tips like this?


☑ More Articles like this one
– visit my CX Obsession resources

 ☑ Upskilling and mentoringEvery level from the boardroom to the lunch room – BP Group

☑ In person and virtual trainingThe ACXM™ program

 ☑ Executive briefings and keynotesHow to get your hands on me and other CXperts (see what I did there?)

The 7 most popular Customer Experience Articles

Google tells us that Customer Experience is a significant and trending topic, the graph below ably demonstrates that point. (See google trends)


However, given all the noise what are THE most popular articles on the theme?
Here we present the seven most popular of the last couple of years.
Read and share

7th: Putting customer experience at the heart of next-generation operating models

McKinsey

This one for is McK’s second in the top seven this time…

“Digital is reshaping customer experience in almost every sector. Digital first attackers are entering markets with radically new offers, disrupting the ways that companies and customers interact and setting a high bar for simplicity, personalization, and interactivity.”

Jump to the Full Article here.

6th: Internet Of Things Will Revolutionize Retail

Louis Columbus

Teaching MBA courses in international business, global competitive strategies, international market research, and capstone courses in strategic planning and market research gives Louis the opportunity to research mega trends. Add to his portfolio writing for Forbes establishes his credentials in the space of customer transformation. In this article, he reflects on the coming ‘Internet of Things’ everywhere, and the impact on business and customers.

“87% of retailers will deploy mobile point-of-sale (MPOS) devices by 2021, enabling them to scan and accept credit or debit payments anywhere in the store…”

Jump to the Full Article here.

5th: The expanding role of design in creating an end-to-end customer experience

McKinsey

The second of McK’s into the top seven this time. Lines between products, services, and user environments are blurring. The ability to craft an integrated customer experience will open enormous opportunities to build new businesses.

“As digitization drives more and faster disruptions—and as customers increasingly desire the immediacy, personalization, and convenience of dealing with digital-marketing leaders—the business landscape is undergoing an upheaval.”

Jump to the Full Article here.

4th: The Employee Experience Is the Future Of Work

Jeanne Meister 

Working at Future Workplace, (an HR Advisory and Research firm) Jeanne casts her glow over the changes to the employee role within business today. She is also the co-author of The Future Workplace Experience: 10 Rules For Mastering Disruption in Recruiting and Engaging Employees: 

“Today, almost every company is undergoing a digital transformation. Cloud and mobile computing, artificial intelligence, and increasing automation have created the potential to transform nearly every aspect of a business.”

Jump to the Full Article here.

3rd: United Airlines Changes Its Policy On Displacing Customers

Richard Gonzales
Correspondent, San Francisco, National Desk NPR. With an eclectic style ranging across diverse topics such as 
medical marijuana, gay marriage, drive-by shootings, the U.S. Ninth Circuit, the California State Supreme Court and any other legal, political, or social development he understands CX first hand. Here we see a well-accounted discussion of, yes again, United Airline’s trials and tribulations.

“United Airlines crew members will no longer be able to bump a passenger who is already seated in one of the airline’s planes…”

Jump to the Full Article here.

2nd: How to Gamify your Customer Experience and Win…

Mike Dillard
Proudly proclaiming himself as a disrupter and innovator Mike’s perspective on Customer Experience is refreshing and unique in a world of sameness. He writes with an entertaining AND well thought out logic.  

“I honestly can’t think of a more difficult industry to get into than candles. You have thousands of manufacturers who are all selling the same thing… A piece of wax with a string in the middle and the only way to differentiate yourself is by changing your label, along with the size, color, and smell of that wax.”

Jump to the Full Article here.

1st: Delivering exceptional customer experiences – an art and science

Luke Shave
Luke works on the Retail partner side of Microsoft and benefits from first-hand experience of the changes in and around Customer Experience.


“Interacting effectively with customers has traditionally been a form of art, especially in face-to-face settings. But now that customers are increasingly shopping on social media, mobile apps, and websites, a bit of science can help win their loyalty. How can retailers combine customer service expertize with advanced technology to create exceptional customer experiences?”

Jump to the Full Article here.

It will be interesting to note your favorite… more soon, meanwhile
Ciao, Steve

www.stevetowers.com

www.bpgroup.org
(27 years young this year!)

Denver One Day ACXP – August 15th

Johanessburg ACX Masters September 9-12th

Agile & Customer Experience, a marriage made in….

They start in different places, they talk different languages, however what is the truth of either?
Updated – www.agilecem.com


Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

Certified Process Professional Masters Champions (CPP-Master) Program

An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

Updated – www.agilecem.com

Popular articles from the year just gone

Customer Experience came to the fore in 2014 and that was reflected in the most popular reads for the year. Here’s the top 100….

In theory, theory is great but in practice theory …
Say what you do, do what you say
Understanding Customer Needs
You cannot manage the future by micro managing the…
Why are Lean and Six Sigma failing so badly?
Customer Experience Management – the truth
Customer Experience Management Method updated appr…
Customer Experience – what is it?
Customer Experience through a looking glass
When you say End to End what do YOU mean?
Business Process Management (BPM) meets Customer E…
It is Needs not wants, stupid.
Start trusting people (it works)
The New Rules of Selling
What you measure is what you get. Stop measuring d…
Who should you read? Who should you follow?
Moment of Truth at Starbucks
Customer Experience definitions
Customer Experience Management reduces costs, grow…
Process mapping – Journey maps?
The failure of VoC programs is systemic. VoC lack…
A compelling Customer Experience
Amazons tale of Outside-In (or working backwards a…
The same old same old.
Are you doing dumb stuff really well?
Enabling customer centric business through process…
Customer Experience trumps standardization
CEMMethod (updated) download new material
Customer Experience is BMW
CPP Masters – 2 days in one minute
Certified Process Professionals at PEX in Sydney
Why BPM fails (and what to do about it)
Customer Experience is all about people (yup you a…
The power of Thankyou – 8 million times over
Down-Under is tops at Outside-In
Outside-In wins the Triple-Crown+
Navy Seals, Stress and Success
The illusion of Process Modeling
Getting it together
Process Excellence in Australia and New Zealand
BPM helping in healthcare
Snapshot (1 minute) of CPP Level 1&2 workshop
Calling wannabe Colorado Certified Process Profess…
Certification in Customer Experience Management, P…
Recommended Conferences for Customer Experience, B…
Customer Experience and Outside-In
Mastering digital marketing – McKinsey’s David Ede…
Download the latest (version 8) CEMMethod and asso…
Advanced BPM (Outside-In) Glossary
The man with a new idea is a crank..
Learn by Doing –
Outside-In – overview (5 min vid)
Turning your customers into long term assets
10 ways to know whether the customer comes first
Reflecting on his success – a Virgin still?
Digital Disruption – the what, how and where
The CEMMethod infographic
Accredited Champions, Professionals and Masters.
Customer Experience and all those new found expert…
Certified Process Professional growth since 2013
Where is your work ethic mate?
How Wolves Change Rivers and how you can change yo…
You have got to start with the Customer Experience…
FREE BPM-CEM-OutsideIn course. And receive a compl…
6 Tips for Understanding Customer Needs, even when…
Royal Bank of Scotland – have they finally got the…
CEMMethod step 2: Crafting the Successful Customer…
Will you Fail?
Moments of Magic, Moments of Misery and Moments of…
Process Excellence in Singapore
Six steps to winning with the Customer Experience
ɯoʇʇoq oʇ doʇ puɐ ʇɥƃıɹ oʇ ʇɟǝl ʇou sı plɹoʍ ǝɥʇ
BPM Resources from the BP Group (updated)
Customer Experience. Two dirty words.
The And or Or of Customer Experience (interview fr…
Scrap the IVR. Talk to customers.
Successful Customer Outcomes Revolution (SCORe)
Public Service and Process
Steve Towers PEX Professional Development
PEX Network Interview: Forget tick box exercises: …
Twenty Twenty future vision – put Customer Experie…
Join the process miracle, access a free course and…
Customer Experience Challenges: Why Maintaining an…
Process Transformation (PT). What is the meaning o…
How to Create an Entirely Different Customer Exper…
Outside-In and CEM books
Customer Experience Management is
The Road to Hell is Paved with good intentions
Customer Experience (CX) is all about Engineering
Everything old is bad and antiquated and not every…
Are you doing Needs of Customer. or sadly its prev…
You get what you measure – how do you know you are…
Three Steps to Process and Customer Nirvana
How do you start the journey to Enterprise BPM/Out…
Points of Failure – How to remove and improve (3 m…
Can you trust your call centre – a tale of Enterpr…
Business Process Management – what is it? How can …
Moments of Truth – What are they and how can they …
PEX USA – another great win for IQPC
Process Excellence and the Customer – Are they mut…
What Business are you really In?
Delivering success… achieving consensus?!


Certified Process Professional Masters (CPP-Master) Program
Orlando USA March 16-20, Denver USA March 23-27, Dubai UAE Apr 12-16http://www.bpgroup.org/book-class.html
An internationally recognized program with proven track record delivered by been there and done it coaches more than 130 times, in 52 cities with delegates from 105 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.
Become a qualified CPP-Master and demonstrate your professionalismhttp://www.bpgroup.org/book-class.html

Recommended Conferences for Customer Experience, BPM and performance management

If you are taking some deserved downtime then note your diaries to re-invigorate your return to work for three highly recommended conferences in the next six months – rich in case studies and practical take-a ways (not the talking head boring stuff).

Sydney http://bit.ly/PEX_Sydney

LasVegas http://bit.ly/BPX_LasVegas

Orlando http://bit.ly/PEX_USA

Hopefully see you there 🙂

Download the latest (version 8) CEMMethod and associated resources

BP Groups 22nd annual Survey and new materials exercise underway. Provide your feedback by answering just 7 questions and get access to the very latest materials.

The CEMMethod   has just completed into version 8 and has significantly more hand holding than before. We have incorporated the latest thinking and ‘next’ practice so its bang upto the minute for new and veteran practitioners.

Access the survey here: https://www.surveymonkey.com/s/Z5VZ2QG

Will you Fail?

From the desk of James Dodkins
We can probably reasonably observe, without fear of understatement, that the
customer has changed forever. The reason our organisations exist, the people
who pay our wages, the cause of all the work we do has evolved beyond
recognition.
And yet has your organisation changed in response to this evolution?
Do we do our work in a different way from the last century?
Is work still flowing top to bottom and left to right?
Are we thinking about how our processes connect with customer success?
In the BP Groups research and experience with the leading companies of the
21st century the answer is … YES, some in fact do understand and act on
this new imperative. However the majority, including some previously
prestigious names are not getting it. Look at the troubles of Nokia, Kodak,
Sony, British Airways, Air India, United… the list is extensive and
disturbing.
For our examples of successful transformation and realignment we can include
Emirates, Zappos, Zara, Apple, Indigo, Hallmark and BMW. A wide selection
from different industries, cultures and operating models. We will get to
specifics later, for now let’s review the reason for their successful
adoption of Advanced BPM, otherwise known as Outside-In. The customer!
If things are changing faster Outside than in you will fail
The accepted business wisdom until the end of the last century was the
adoption and exploration of ideas originally described by Adam Smith in theWealth of Nations, published in 1776. This seminal work introduced the world to the concept of the sub division of labour.
Written during the advent of the industrial revolution the ‘Wealth of Nations’ created a framework for organising manufactories and people into similar skills and disciplines. In fact the original work in a Scottish pin factory demonstrated 20 fold improvements to productivity and as such became a template for achieving industrial and commercial success.
Two and a half centuries later the model is still taught in business schools and academia as the way to structure and organise work. After all it worked for 200+ years?
We can’t solve problems by using the same kind of thinking we used when we
created them (Einstein)
And there is the rub. The challenges we face in the 21st century are very different to those being addressed by Adam Smith and the industrialists of the Napoleonic era.
Let’s get to grips with some of the shifts…
Kindest Regards
James Dodkins
Chief Customer Officer
BP Group

Twitter – @JDodkins