6 Ways to Transform Process and the Customer Experience (at the Same Time)

Steve Towers Keynotes

Where do I start?

I was keynoting a conference in Europe recently, and senior executives in the room were getting the rationale behind moving Outside-In. However, there seemed to be two perplexed groups in the place.

One was what a refer to as the ‘traditional process guys’, and the other ‘the customer is first people’, and interestingly they both asked the same question “Where do we start?”

My honest and most direct answer is “You do not have a choice. You have got to start where you are and go from there!” OK, I get what you’re thinking, how could they take that away and begin to transform their organizations?

So, I walked them through TWO distinctly different ways to navigate to Outside-In working and practice, depending on your mindset, enterprise history and maturity. For the two categories of customer in the room, the NEEDS are the same, just the way they navigate to achieving them is different.

What are the Results?

From a results perspective, both approaches focus on winning the triple crown, that is Improving Service, Growing Revenues and Reducing Complexity (and hence lowering costs).

ApproachProcess EngineeringCustomer First
FocusProcess is the starting pointStarts with Customer Needs
ScopeReengineering the ProcessesAligning everything to Customer Needs
IntentionBuild out from Process to Department to Division to EnterpriseArticulate Successful Customer Outcomes and Remove the complexity of things that do not contribute to it
BenefitsLocal wins building to business-wide transformationImmediate delivery against Triple Crown benefits
Executive Buy-inSlow burn, however when they see the benefits and ‘get it’ the support is significantStarts at the strategic level so influences everything the organization does
RecommendationIf your remit is just ‘improving processes’ this approach will get you their steadily, however, the challenges facing traditional business are seismic so is there time? So, make immediate gains but push hard for more quickly.By demonstrating the value of ‘customer first’ in terms of the triple crown the enterprise can align quickly and effectively. Importantly avoid the ‘soft and fluffy’ sentiments expressed by many in the customer experience world.

How can I Implement?

Back in 2006 the BPG launched the CEMMethod™ and built out an approach, using the 50+ techniques based on global next practice from companies like Virgin, Zara, BMW, Zappos, Apple and Emirates. Since then more than 3,000 companies in 116 countries have become accredited and certified to transform their processes and organizations.

Now in version 11, the choice you make in deployment is based on your ambition and remit within the enterprise.
If you are a leader needing to embrace the digital customer ‘Customer First’ leaps out as the main option. Alternatively, if you are in a traditional process-based business (lean, six sigma, BPM etc.) the more conservative ‘process engineering’ approach may be preferred.

You can access the following resources that will help you make an informed choice:

CEMMethod™ – review its potency and pedigree:
www.cemmethod.com

Outside-In The Secret of 21st century companies (free access): http://bit.ly/StevesOIBook

The Accredited Customer Experience Program 2018-19: https://www.bpgroup.org/acxp1819.html

The Certified Process Professional Program: https://www.bpgroup.org/certifiedprocessprofessional.html

I look forward to guiding you to transformation when you are ready!

Holiday Reading – Customer Experience & Process Transformation

Just updated the Articles page which connects to my LinkedIn profile.

It has been a busy 2018 so far – you can access all the new articles (15 in 6 months) covering all the latest themes in and around Customer Experience Process Transformation.

Click on the image to access the individual pieces, however, to whet your appetite three of the most popular articles:

The Customer Experience Management Office – The What and the Why

Three fundamental Building Blocks for CX

The Employee Experience

Everyone Loves Great CX

Additionally, the new book is in draft, “Everyone Loves CX”, and will be published early next year. If you want to join the list and get access to the preview, samples and associated materials register here.

With a dozen new case studies and terrific insights from global leaders, I examine some of the next practices and how you can deploy them with immediate effect in your own world.

 

Rockstar CX

If videos are your thing then do hook up with James Dodkins and the Rockstar CX initiative.

He interviews live on Facebook the leading CX Professionals from across the globe at:
https://www.facebook.com/pg/JDODKINS/videos/

OK, I am off to the beach now. Get that G&T ready, please!

How popular is Customer Experience #CX thinking and practice?

An important question if you are tasked with making Customer Experience  #CX work for your organization.

Let’s contrast and compare current trends!

Twitter – Trends emerge when you monitor hashtags, and the shorthand for Customer Experience #cx is a good starting point. When you contrast #CX with other popular management approaches such as #lean #lss and #bpm is interesting:

hashtags data by hashtagify.me

That puts #CX in the ascendency.

What about #CX with other associated interests?

hashtags data by hashtagify.me

 

Top of the Tweeters for Customer Experience is Colin Shaw @ColinShaw_CX with over 43,400 #CX tweets.
If you follow him you will never be short of material related to Customer Experience as he vacuums the web for interesting articles, in addition to his own contributions.

Jump to the latest on Twitter with https://twitter.com/hashtag/cx

What about LinkedIn?

A recent introduction of hashtags to this platform provides a good insight…
Searching LinkedIn’s Sales Navigator platform with #CX reveals 83.4K members using Customer Experience as part of their profiles (that is 10 times greater than those using #lean).

The demographics
of the 83.4K show a predominance of folks in the US.

  1. United States (25,513)
  2. United Kingdom (5,733)
  3. Australia (5,200)
  4. India (4,622)
  5. Brazil (3,527)
  6. Sydney, Australia (2,639)

If you slice the data into companies expressing their interest in #CX we can see Oracle way ahead.

  1. Oracle (3,783)
  2. Amazon (534)
  3. IBM (437)
  4. Microsoft (433)

Does this reflect a reframing of their products to emphasize Customer Experience as a top table strategic interest?

And What about Google?

Searching #CX reveals 317,000,000 results in 0.8 seconds. That is one helluva a lot of reading. Drilling down with Google Trends, and using the same comparisons with Lean, LSS, BPM and CX produces an interesting contrast with Twitters results. Here we do see a decline in interest with Lean however the interest is still significantly ahead of CX.

We will revist this analysis periodically. Now go away and start researching all those interesting sources!

The Successful Technique You Can Use to Transform Your Customer Experiences and Lower Costs, Improve Service & Grow Revenues simultaneously

Dr W. Edwards Deming’s famous quote “If you can’t describe what you are doing as a process, you don’t know what you’re doing” is truer today than ever in an increasingly customer-centric Outside-In world.

Perhaps we should upgrade the quote to encompass the focus on the customer?

“If you can’t describe what you are doing as relevant to a Successful Customer Outcome, you shouldn’t ought to be doing it”

Progressive Outside-In businesses understand this truth (think Amazon, Starbucks, BMW and Emirates) who are connecting everything they do to delivering these Successful Customer Outcomes. If activities and systems do not explicitly contribute to customer success they scrap them, and in doing so costs fall away, service improves and naturally, revenues grow.

Think about that for a moment from the customers perspective. It is certainly more pleasurable if interactions are simple and smoother. And if these experiences involve buying stuff, customers come back again and again for more. Even in public service, it stands to reason that reducing complexity will release more resources to do more meaningful work that delivers greater value to citizens.

So how would you approach your existing Customer Experiences and associated processes to move in this direction? Is there a formula that can be applied that is easy to use and produces immediate results?

Indeed, there is! We refer to this formula within the CEMMethod™, an approach developed originally in association with companies like Virgin and Southwest Airlines. The method, originally released in 2006, is now in version 11 and includes 50+ techniques that significantly improve business performance and customer success.

One of these techniques within the CEMMethod™ is referred to as the ‘Disruption Factor’ and quite simply allows you to calculate the potential for improvement in any Customer Experience. Additionally, it helps you pinpoint the areas that would benefit from immediate attention, and in doing so win the triple crown (lower costs, improved service, higher revenues).

If you want to know more about applying the Disruption Factor in your organization join us at the upcoming webinar register your interest here.

I will see you on the inside!

Additional Resources:

>> Disruption Factor Webinar –https://events.genndi.com/channel/BPGDisruptionFactor

>> Certified & Accredited CX Training
www.bpgroup.org/training

> More about me and the companies doing this stuff
www.stevetowers.com

> Rockstar CX with James Dodkins
http://www.rockstar.cx/podcast.html

> CEMMethod™
www.cemmethod.com

Recent Blogs | Schedule for end of 2018 | Announcement of the winner of the Draw

It might be Summer here in the northern hemisphere, however, we are busier than ever!
#CX #ACXM #CPP

>> UPCOMING ACX AND CPP MASTERS SESSIONS <<
(they fill quick so book quick!) <<
https://www.bpgroup.org/training.html

CPPM Johannesburg July 16-19
https://johannesburg_cppm.eventbrite.com

ACXM Johannesburg August 20-23
https://acxm_johannesburg.eventbrite.com

CPPM Melbourne August 27-30
https://cpp_melbourne_aug.eventbrite.com

ACXM Melbourne September 3-6
https://acxm_melbourne_sep.eventbrite.com

ACXM Denver September 24-27
https://denveracxm.eventbrite.com

ACXM Washington DC October 22-25
https://washingtondc_acxm.eventbrite.com

ACXM Johannesburg October 22-25
https://acxm_johannesurg_oct2018.eventbrite.com

ACXM Dubai October 28-31
https://dubaiacxm_oct2018.eventbrite.com

ACXM London December 10-13
https://londonacxm.eventbrite.com

https://www.bpgroup.org/acxp1819.html

>> RECENT BLOG POSTS <<
https://www.cxobsession.com

> One Day CX Transformation in Denver
> Customer Experience & Process Improvement transformation
> SIX proven steps to introduce the CX Management Office
> Successful Personal Outcomes Relaunches

>> BPG PRIZE DRAW For JULY <<

The winner for this month is (drum roll)
** Craig Burtenshaw ACXM® **
from Australia who will now receive the USD 500

https://www.linkedin.com/in/craigburtenshaw/

So how do you get your hands on five hundred bucks?

Simple, put your qualification after your name!
Here is the list:
ACXM® – Accredited Customer Experience Master®
ACXP® – Accredited Customer Experience Professional®
ACXC® – Accredited Customer Experience Champion®
CPPM® – Certified Process Professional Master®
CPP® – Certified Process Professional®
CPPC® – Certified Process Professional Champion®

So change your LinkedIn title, drop me a note on LinkedIn to say you have done it and we will put you in the monthly draw… oh and good luck!!

Next month we are featuring some of the recent Rockstar CX interviews from James Dodkins

See you very soon!
Cheers,
Steve Towers, CEO, ACXC and CPP Champion

One Day CX Transformation in Denver

The 10th Accredited Customer Experience Professional returns to Denver on Monday, September 24th.


With the latest and most effective CX techniques and toolkits wrapped in the CEMMethod, this is sure to be a terrific one-dayer.

https://www.bpgroup.org/denveracxp.html 

Customer experience has never been more important.

89% of companies now expect to compete mostly on the basis of customer experience.

87% of buyers will pay more for a better customer experience.

ACXP attendees will learn the world famous CEMMethod. The CEMMethod was created in 2001 when BPG was working with the Virgin Group. They realised together that to progress in an ever-changing world, you have to have an explicit, outside-in focus on the customer in everything you do..

Since then, the CEMMethod has evolved, consolidating tools, techniques and mindsets from some of the best performing and most innovative companies in the world. People like Apple, BMW, Bentley, IBM, Amazon, Emirates Airlines, Zara, Zappos, State Farm, Disney, Google, Facebook, Uber and many more.

https://www.bpgroup.org/denveracxp.html

Professionals using the CEM Method are simultaneously lowering costs, growing revenues and delivering outstanding customer experience in more than 4,000 companies around the world. These individuals are the driving force behind some of the world’s best performing organizations.

The secret to the CEM Method’s success lies in its ability to link external customer experience to internal back-office operations. This is a claim that no other method can make. Learn the methodology that the best-performing companies in the world are using as their customer experience backbone.

Please join us in Denver!

https://www.bpgroup.org/denveracxp.html

 

PARTNERSHIP >> CONFERENCE >> $500 UP FOR GRABS!

BPG News Update:
1. New Partnership Launched
2. Upcoming Recommended Conference (featuring the CX Rockstar)
3. New Competition – Promote yourself and win $500

> New Partnership launched in Australia/New Zealand <<
IQ Group Australia partner with BPG to deliver CEMMethod™ training ‘down-under’ starting this month!
See the Press Release here: http://bit.ly/BPG_PR
Register your interest:
http://www.iqgroup.com.au/customer-experience-management-method-course/

>> CEM Telcoms 2018 <<
Los Angeles, October.
This groundbreaking event features the latest bold discoveries in the realm of CX, including the appearance of our very own James Dodkins as Customer Experience Rockstar.
And yes he is bringing his guitar and will be playing onstage – now that is a conference with a difference.
Steve Towers will also be keynoting on the theme of the Outside-In Strategic Matrix.

Review the event here: https://cemtelecoms.iqpc.com/speakers
Ping me if you want to be there, and we’ll get you a discount:
mailto: steve.towers@bpgroup.org

>>> Competition and Promotion Time! <<
This is how to win $500 by doing something really simple.
Here is my LinkedIn name:
Steve Towers, CEO, ACXC and CPP Champion – https://www.linkedin.com/in/stevetowers/

So how do you get your hands on five hundred bucks?
Simple, put your qualification after your name!
Here is the list:
ACXM – Accredited Customer Experience Master
ACXP – Accredited Customer Experience Professional
ACXC – Accredited Customer Experience Champion
CPPM – Certified Process Professional Master
CPP – Certified Process Professional
CPPC – Certified Process Professional Champion

So change your LinkedIn title, drop me a note on LinkedIn to say you have done it and we will put you in the monthly draw… oh and good luck!!

Ciao for now,
Steve

Three fundamental building blocks for CX Excellence – Employee Experience

Three excellent mini videos from best selling author and Rockstar.cx founder James Dodkins that really frame current thinking around #CX and its key component the Employee Experience #EX.

With insights from Shep Hyken, Disney and Zappos go grab a coffee and enjoy a 10-minute break and look through the lens of Customer Experience Excellence.

Customer Trust = Employee Pride

 

Disney EVP, Lee Cockerell

 We are all Leaders

CX Guru, Shep Hyken

No Call Centres at Zappos

Zappos CX Leader, John Wolske

Further resources:

Turning the advice into action: BPG training page
More videos/podcasts on this theme: Rockstar.cx
CX Excellence Coaches: link to coaches

You can see this and more over at www.cxobsession.com

 

 

 

NEW Customer Experience Coaches

Increasingly enterprises are understanding the need to align everything they do with delivering Successful Customer Outcomes.
Disney refers to this as “True North” alignment.

As the science of delivering True North develops organizations are upskilling their leaders to mentor all employees, from the lunchroom to the boardroom.

In the vanguard of these new professionals are the trainers, coaches and mentors using proven tried and tested approaches from the world leading CX companies such as Zappos, Amazon, Emirates and Zara.

When you are tasked with delivering business change, whether that is through the Customer Experience or Process Transformation using the latest techniques (rather than outdated industrial age) will guide you to immediate success.
All BPG Coaches and mentors are qualified to implement the CEMMethod customised to the industry and challenges you face and with the objective of aligning everything to delivering Successful Customer Outcomes.

You can review some of the latest folks to become licensed to lead these CX and Process Transformations – link with them below and dig deeper.

http://www.bpgroup.org/licensed-coaches.html

Meet the Coaches & Mentors

Coaches licensed to consult, accredit and mentor.
There are 400+ additional coaches (under NDA) operating globally.
Steve Towers | Lizetter Akker | James Dodkins | Kerry Jackson | Morgan Jones | Chris Wix | Samir Asaf | Lyall Shapiro | Laxman Murugappan | Karen Feld | Fahad Altwijry | Kath Milne | Lucy Paddy | Chris Reeve | Meshan Morar | Cristian Matei | Molly Redenbaugh | Randy DeSpain | Susan Parker | Max Kochar | Wille Kraus | Alexandre Nevski | Veronique Roy |

http://www.bpgroup.org/licensed-coaches.html

Upcoming sessions in Johannesburg, Dubai, Washington DC, Denver, Sydney, London, Lake Como (Italy), Montreal, Brussels – see the latest dates and venues

Developing the CX Leaders of tomorrow

We have got to get more scientific about the Customer Experience.

 

The ACXP™ program is designed to introduce, develop and deploy the leading techniques and approaches that connect Customer Experience with immediate and sustained business impact.

Join us in a city near you and transform your approach to Customer Experience with immediate and tangible results.

Using pragmatic hands-on skills-based approach professionals get access to over 60 discrete techniques developed in the world’s leading CX companies.

CEMMethod™

Wrapped within the progressive and structured CEMMethod™ all levels of the organization are engaged to deliver the promise of CX success through delivering the Triple Crown –lowering costs, growing revenues and enhancing service simultaneously.

If your enterprise is demanding results from CX the four-day ACXM™ will get you in the right place double quick.

A city near you…

Dubai, UAE Dubai Masters ACXM 8-11 April 2018
Sydney, Australia Sydney ACXM 28-31 May 2018
Joburg, South Africa Johannesburg ACXM 18-21 June 2018
Dubai, UAE Dubai ACX Champs 1-4 July 2018
Denver, Colorado Denver ACXM 17-20 Sep 2018
Washington DC Washington DC ACXM 9-12 Oct 2-18
Washington DC Washington DC ACX Champs 15-17 Oct 2018
London, England London ACXM 10-13 Dec 2018
Orlando, Florida Orlando ACXM 28-31 Jan 2019

Learn why…

  • Existing CX measurement systems are fundamentally flawed, subjective and misleading
  • Connecting the dots from the customer experience to business impact is not just necessary, but essential for credibility and ongoing CX investment
  • Upskilling to proven tried and tested techniques and the CEMMethod will guide you to immediate results
  • Building an Outside-In dashboard that links everyone to Successful Customer Outcomes encourages the top team and enterprise-wide support

Recent validations…

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, Senior Consultant, Business Improvement, National Australia Bank

I’m writing to endorse BP Groups program. It completely changed the way I think about the customer experience and process. The program provided me with the ability 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 a process better!
Maria T Ferreira AVP – Client Experience & Process Improvement at Citi

Thanks for your time and the fantastic course, delivered in Auckland recently. Looking forward to attending the Masters in June – will see if I can bring some colleagues!!
Neal Ross, Chief Information Officer at Konica Minolta Business

Brilliant Workshop. The speaker was awesome and gave great guidance on matters I am finding in the workplace.
Cindy-Lee Muller, Planning & Roadmap Manager, MTN (Pty) Ltd

The workshop is highly recommended for anyone who wishes to simplify and expedite processes thereby enhancing customer satisfaction. The speaker is immensely knowledgeable and demonstrates vast experience in the subject.
David Mulovhedzi, DPSA (South Africa)

Strategic Changes

I did the Masters two weeks ago and it completely changed my world.
Since then things are going really fast within our organization. The rest of the guys in our executive team are completely sold on the concept.
I am now taking the rest of the staff through some sessions. We plan to work on and optimize 6-10 key processes in the near future.
We are also: 
• Revamping our organization structure to go to the “customer inclusive” model.
• We are going away this weekend to re-think our business plan (which was based on old thinking)
• We are actively considering getting rid of all our titles and silos in the organization and only having “the business we really are in” on the business cards.
• We are completely changing the KPI model to only focus only on and rewarding for an increase in revenue, cost savings, good service and most of all successful customer outcomes.
• We have appointed a staff member to begin talking to clients and to start understanding and managing their expectations.

To be honest I did not think it would happen that quick.
Nachiket Gole, Chief Information Officer – PowerNET Computer Consultants

…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, CEO at BhumiTech