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WHY YOU SHOULD ATTEND
Process and Customer experience (CX) transformations are huge, complex, and expensive. To deliver robust and sustainable success requires a methodical approach that ensures thousands of people can work together to consistently produce the optimum experiences across the complete customer life-cycle, including partners, employees and digitization.
The once favorite topic for improving business performance was Lean Six Sigma, however, the last two years have seen the ascendancy of Customer Experience (CX) as a focus for top teams. ‘Google trends’ is a good barometer of emerging interests and this graph demonstrates increasing interest in CX (blue) compared with LSS (red).
Curiously the largest interest in industrial age improvement techniques like Lean and Six Sigma is in non-English speaking countries, whereas Customer Experience is strongly represented in North America, UK, Australia and South Africa.
For those using the search term ‘Customer Experience,’ the associated topic list provides additional insight into searchers interests. The % trend reflects the growth year on year with ‘Omnichannel’ and ‘Digital data’ seeing explosive growth.
By way of additional information, a search with Epictions focused on Articles produces these top three pieces in the last three months on the theme of ‘Customer Experience – Omnichannel’.
1. The Future of Car Sales Is Omnichannel (Bain & Co)
The ‘Reading Challenge’ provides an opportunity to dig deeper with some surprising reads available related to employee engagement and the very latest customer trends.
In the BP Group, we have codified the very best practices of CX leaders in and around Customer Experience into the CEMMethod™.
If you would like to find out more about how to access this learning please visit us at www.bpgroup.org or drop by at www.stevetowers.com
Data and information shared with thanks to Google and Epictions.
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.”
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…”
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.”
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.”
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…”
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.”
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?”
Congratulations to the new CPP Masters in Orlando. A great week was had by all with Paul Pennanen, Tommy Chance, Grant Torben Greenall, Randy DeSpain, Mike Fenocketti and Danielle Hollis stepping up.
In fact Paul Pennanen (left) made his return ten years after his original CPP Mastership. His original class of 2006 keeps in touch and Paul admitted “It was time to renew. And boy this is so different to back then.”
You can review upcoming classes – just don’t leave it as long as Paul…
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.
The year always starts with a rush of events and this last few weeks have been no different.
CPP Professionals in Florida
So far leading members of the community have attended the Annual Conference in Florida, participated in Certification programs in Dubai, Johannesburg, Orlando, Cape Town, Mumbai and London. In just one month we have 25 new CPP Champions, 100+ CPP Masters and 150+ CPP Professionals.
Couple that with new partners in West Africa and Australia and you get the buzz out there.
CPP Champions in Orlando
The coming few weeks see events in Sydney, Melbourne, Washington DC, Detroit, Dubai, Cape Town, Lagos, Bangalore, San Francisco… and that is just the ‘open’ program. We also have in-house coaching, mentoring and certification so there is absolutely no doubt that the Customer is front and center for all our organisations in 2016.
This explosion in interest reflects the growing trend to link all things process with Successful Customer Outcomes, so why not join us all for a refresher or encourage your colleagues to take that next step to professional and enterprise success. Coming to a city near you soon.
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.
