Transformation 2020 version

30-minute keynote shares the future.

Did you see the Dare! the best selling book launch in February? It features the story of the transformation of Apa Nova, a Veolia company, based in Romania. It is a great story – you can access the book here –

In addition, the authors participated in a conference to discuss and share the secrets of success. Here is my keynote from that event.

Join us for the hands-on workshops that provide the latest techniques and method to transform you and your business

4 Reasons to attend Steve Towers Masterclass in London

I am returning to #England for my annual Steve Towers
#masterclass in #london #cuxtomerexperience #cx #process #acxs #acx #ccxp Don’t be shy, come and learn the latest, greatest techniques as practised by companies like #amazon #zara #zappos and #emirates

Recently qualified Masters enjoy the photocall in Orlando

We are bringing to the table the newest innovations and hands-on methods to immediately deliver success on your return to work. Yes, these sessions are fun, and what with London just before Christmas, what is there not to like?

And hey if you have already done one of our coaching events ping me and I can arrange a loyalty discount 😉 There’s a mountain of new stuff as we launch #theexperiencemanager and #cemmethod version 12.

Steve Towers


BP Group


Podcast with Roland Naidoo | Live stream – | Business Awards…

Live broadcast with James Dodkins

This was an interview across the continents
(I am currently in Colorado, James is in England)

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…

You can reach Roland here to progress the discussion:

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:

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

Don’t give the Customers choices? How to easily Provide the best Customer Experience.

The smartest companies don’t give you much choice. They don’t ask you what you want, they know what you need and that simplicity, as it turns out keeps costs down, boosts service and grows revenue.
This counter intuitive approach to customer experience is, according to Siegel+Gale, preferred by two out of every three customers. Interestingly we are more likely to recommend a brand that saves us time and makes it easier to buy, hence the German supermarket chain, Aldi, with few choices and focus on quick in-out for the regular shop, tops Siegel+Gales 2017 simplicity league.

Fellow German competitors Lidl are a close second with a similar proposition aligned towards successful customer outcomes – getting in easily, moving around and selecting quickly, paying lower prices, and fast exit. This simplicity isn’t however just the province of global discount chains as the top six for simplicity include Netflix, Google and Amazon whose respective digital experiences all boast ease of use, quick to results and great touchpoints.

As a Netflix customer I am…
review the complete article and access the Simplicity League from Siegal+Gale on LinkedIn Pulse 
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

Accredited CX Professional, Masters & Champions (ACXP, ACXM, ACXC) Program

An internationally recognized program with proven track record delivered by been there and done it coaches more than 180 times, in 64 cities with delegates from 118 countries.
The program, now in its eleventh 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 or ACXP and demonstrate your professionalism

PEX Network and the Process Community Annual Survey

Diana Davis, PEX Network

State of the Industry 2013 Process Excellence Survey – Take the survey
Dear member,

Do you know how your process excellence program compares to others within your industry?

And what about the general trends and success factors you need to know to take your process improvement journey to the next level? We need your help to find out!

Every two years, PEX Network undertakes a “State of the Industry” investigation into how organizations are approaching process management and improvement.

Our last report, produced in 2011, was read by over 5,000 of you and we were deluged with requests for more information.

We’re now undertaking an update to this earlier investigation – benchmarking where the industry is today against previous surveys.

All you need to do to contribute is to spend 5 minutes of your time answering the 18 multiple choice questions in our online survey. We’ll send you the results when they’re published in September.

>> Take the survey now
Be part of what we hope to be the most comprehensive study of the profession to date.

Yours sincerely,
Diana Davis
Senior Editor,

P.S. Please do invite your colleague’s to take part before it closes on 24 July by sending them link