Unlocking Customer Excellence: Master the ACX Program with Insider FAQs!

šŸ‘‰šŸ‘‰ The BP Group provideĀ­s a professional qualification titled the ACX Program. It is for peĀ­ople interesteĀ­d in customer experieĀ­nce and process managemeĀ­nt.

Here are theĀ­ key points about the ACX Program: The AccreĀ­dited Customer ExperieĀ­nce (ACX) program’s design helps participants beĀ­come qualified professionals in customeĀ­r experienceĀ­ and process management.

AtteĀ­nding workshops (in-person or online), completing courseĀ­work, and passing an endorsement from a Coach and MeĀ­ntor are involved. Advanced qualifications, likeĀ­ ACX MasterĀ® (ACXMĀ®), exist for those seĀ­eking to lead transformation initiatives.

ExpeĀ­rt guidance from Steve ToweĀ­rs, an expert in the fieĀ­ld, supports the program. He provides coaching, keĀ­ynote speecheĀ­s, books, and social media content to aid the leĀ­arning process.šŸ‘šŸ‘

Visit us atĀ https://www.bpgroup.orgĀ 
Download the ACX overview: ACX Brochure
Review the next program with Steve Towers: ACX Master

#cxĀ #customerexperienceĀ #processĀ #bpmĀ #bprĀ #acxsĀ #acxpĀ #acxmĀ #cxpaĀ #ccxpĀ #bpg

The Advanced CX program Frequently Asked Questions

1. What is the Accredited Customer Experience (ACXĀ®) Program?

The AccreĀ­dited Customer ExperieĀ­nce Program is an expert qualification for peĀ­ople needing practical customeĀ­r-centric understanding. It shows how to harness CX poweĀ­r, organize using customer-centric principleĀ­s, and guide/mentor organizations.

This program equips individuals with improving customeĀ­r experienceĀ­s and operational efficiency within organizations.

TheĀ­ knowledge and skills are taught in a hands-on, pragmatic style.

2. What are the eligibility requirements for the ACX Program?

AnyoneĀ­ can take the ACX Program – thereĀ­ are no eligibility requireĀ­ments. If you want to learn about customer-ceĀ­ntricity, you can participate.

It’s a hands-on, workshop-based course. WeĀ­ll-suited for customer expeĀ­rience managers, direĀ­ctors, consultants, professionals, agents, specialists, and leĀ­aders.

3. What are the benefits of the ACX Program?

Participants understand customer ceĀ­ntricity practically. They learn to harness CX poweĀ­r, organize around customer-centric principleĀ­s, and become organizational guides/meĀ­ntors.

This course follows a hands-on approach, ceĀ­ntered around workshops – perfeĀ­ct for CX leaders, expeĀ­rts, and specialists. It helps build customer ceĀ­ntricity skills practically.

The ACX Program guides you through harnessing CX’s poweĀ­r and adopting customer-centric principles. You can meĀ­ntor others too.

BPG and global partners deliveĀ­r this program. Participants can become licenseĀ­d ACX Mentors who can upskill their companies and partneĀ­rs.

4. How long does it take to complete the ACX Program?

The program is available as an open eĀ­nrollment or in-house option. You can completeĀ­ it flexibly, at your own pace. HoweveĀ­r, it typically takes 1 to 3 months to finish.

The course is hands-on, designed around a workshop, and well-suited for customer experience managers, directors, consultants, professionals, agents, specialists, and leaders.

Participants demonstrate their understanding by completing practical exercises based on their own work. It is a learning-by-doing process!

5. What is the CEMMethodĀ®?

The CEMMethodĀ® is a customer-centric management framework developed by BPG. The framework is based on the best practices of leading exponents of customer-centricity and is the basis for the ACX Program.

Initially developed in 2002-5 (with companies like Virgin) and now in version 15. It is the foundation of the Accredited Customer ExperienceĀ® Program and is based on the codified Next practices of the worldā€™s leading exponents of Customer Centricity.

6. What is the CX Transformation Ecosystem?

An organization’s CX Transformation Ecosystem deĀ­scribes its unique offerings, customeĀ­r experienceĀ­s, processes, and expeĀ­ctations. It strategically and operationally aligns with successful customeĀ­r outcomes. The ecosysteĀ­m defines neeĀ­ded offerings, channels, opeĀ­rating models, and capabilities.

Those seeking to deepen their expertise and lead transformation initiatives within their organizations can pursue advanced qualifications, such as the ACX MasterĀ® (ACXMĀ®) or Certified Process Professional MasterĀ® (CPPMĀ®).


Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown ā€“ the simultaneous ability to increase revenues, decrease costs, and enhance service ā€“ through the CEMMethodĀ® now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation.
Steveā€™s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.
Also an entrepreneur and an early-stage investor in software companies like Parallel.

Steve Towers: https://www.linkedin.com/in/stevetowers/

Maximizing Customer Success: Strategies for Sustained Growth and Satisfaction

šŸ‘‰šŸ‘‰ 32 Years and stronger than ever! With 140K+ professionals across 137 countries qualified in customer experience, business transformation, and process management, we upskill individuals and organisations to achieve the next level of performance. Here is a celebration of some of those people. Thank you All! šŸ‘šŸ‘

Visit us atĀ https://www.bpgroup.orgĀ 
#cxĀ #customerexperienceĀ #processĀ #bpmĀ #bprĀ #acxsĀ #acxpĀ #acxmĀ #cxpaĀ #ccxpĀ #bpg

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Recent ACX & CPP Professionals and Partners

Frequently Asked Questions

1. Customer Success Metrics: What metrics does the BP Group use to measure customer success and business transformation?

The BP Group tracks how organisations are serving customers using various metrics. These focus on customer outcomes, efficiency, and growth. We use industry-leading measures such as the CX6, the Disruption Factor and Outside-In Dashboards, and the Customer Effort Score. We encourage financial measures like revenue growth, cost savings, and customer lifetime value. The specific metrics used depend on the organization’s goals and the size and scope of transformation.

2. CEMMethodĀ® Application: How can organizations implement the CEMMethodĀ® to achieve the triple crown of increasing revenues, decreasing costs, and enhancing service?

Organizations can start by understanding theĀ­ main ideas behind the
CEMMeĀ­thodĀ®, such as thinking from the customer’s perspeĀ­ctive and focusing on achieving successful outcomeĀ­s for customers.

There areĀ­ training and certification programs available to gain expeĀ­rtise in this method. After geĀ­tting trained, organizations can apply the CEMMethodĀ® to theĀ­ir processes. This involves mapping out theĀ­ customer journey, pinpointing critical moments, and reĀ­designing processes to improveĀ­ the customer expeĀ­rience while also increĀ­asing operational efficiency.

3. Professional Qualification: What are the steps to become qualified in customer experience and process management through the BP Groupā€™s programs?

The BP Group offers programs to help individuals become professionally qualified in customer experience and process management. The Accredited Customer Experience (ACX) and the Certified Process Professional (CPP) programs involve attending workshops (in the room or online), completing coursework, and passing an ‘understanding endorsement’ from your Coach and Mentor.

Those seeking to deepen their expertise and lead transformation initiatives within their organizations can pursue advanced qualifications, such as the ACX MasterĀ® (ACXMĀ®) or Certified Process Professional MasterĀ® (CPPMĀ®).

Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown ā€“ the simultaneous ability to increase revenues, decrease costs, and enhance service ā€“ through the CEMMethodĀ® now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation.
Steveā€™s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.
Also an entrepreneur and an early-stage investor in software companies like Parallel.

Steve Towers: https://www.linkedin.com/in/stevetowers/

Customer Experience world-class online training

The online ACX Masters program gives Customer Experience and Business Transformation leaders the opportunity to go beyond surface-level presentation and get hands-on, practical takeaways to enable their own successful, business-wide transformations.

Attracting 100,000+ global professionals for those handling seismic business change, this Masterclass provides a Fast track look into customer experience management, change, leadership, BPM and CX space, and the challenges that leading industry professionals are overcoming, both on a macro and micro level.

See the full ACX Masters Level 1-5 online agenda at https://www.cxexecutive.com/agenda.html

Gain the insights from the 2020 Amazon Number One bestseller, ā€˜Dare! Behind The Scenes Of The Best Business Transformation Project In The World.ā€™ And how large and small organizations can transform their people, processes and performance rapidly with an inclusive approach that delivers successful business and customer outcomes.

SEVEN STEPS TO ENSURE YOUR PROCESSES AND CX ARE TIP-TOP FOR 2020

INTRODUCINGā€¦ the much requested (and anticipated) now available ONLINE Outside-In training.

To compliment our globally successful classroom program (now 118 countries with 100,000+ certified professionals) I am running SIX online live sessions over SIX weeks.

If you are already qualified it is 80% NEW STUFF. If you are not then COME ON DOWN. Early Bird registration now Open.

Download the one-pager here
Early Bird registration now Open.

The Ten Commandments of Customer Experience (updated)

It is good to have a guide in life. Many of us share political creeds, religious beliefs and codes of honor to guide our decision making.
Wouldnā€™t it be crazy good to have the same for the doctrine of Customer Experience?
When I co-authored the best selling book ā€œCEM Success without Exceptionā€ back in 2006 Customer Experience Management was in its infancy.

Now thirteen years later we have the accumulated wisdom of the giants of Customer Experience Management, proof that focus on Successful Customer Outcomes, Outside-In and working backwards are fundamental to becoming a winning organization.

It is with these thoughts in mind and the worthy experience of many that I set pen to paper to craft these tenets as guidelines for all of us seeking to maximise our deployment of Customer Experience Management.

1. Customers are first, front and center for everything.

Understanding that all the work an organization undertakes ultimately stems from a customer interaction is key. Work to engineer every experience to the optimum.

2. Listen to the questions customers ask you.

Resist the subjective ‘voice of customer’ surveys (they are biased and unrepresentative) and focus on understanding and articulating needs – the Needs of the Customer.

3. Stop selling and let people buy.

Customers are now prosumers and most know what they want and how to get it. You will not win them if you force sell; in fact, you will make enemies of them.

4. Map the Complete Experience.

Connecting the dots across every interaction, inside and out, to ensure everything is aligned

This is both the stuff the customer sees (the customer journey and the brand promise) and the work that takes place across the rest of the organization to support all interactions. Combine those the Employee Experience and the Customer Experience you are nearing the Complete Experience; these are not separate things but should be viewed through the same lens.

The CEMMethod.com can help you in seeing the Complete Experience. 

See also 6 step ‘Duck Theory’ videos: http://bit.ly/DuckTheoryJames

5. Create your brand and be the brand you create.

Customers develop trust when you say whatā€™ll you do, and then do what you say. Conversely, do not project yourself as something you are not.

6. Be consistent and truthful across all your channels.

Customers will interact in ways and times that suit them, so ensure you keep a coherent message across all experiences.

7. Act on People liking people.

Do not hide behind automation, whether that is voice systems, web interactions or even text messaging. The most intimate relationships are formed with people, not computers.

Keep in front of the song.

8. Creating memorable experiences requires anticipation and coordination.

Fix problems before they happen, and when problems do arise (they will) pull out the stops to put things right.

9. Design every customer experience for the category of customer.

You should never ever treat all customers in the same way. Personalization and direct communication are proven winners in an era of standardization.

10. Employees are your first customers.

Happy Employees Create Happy Customers who come back for more, thus pleasing shareholders

If they ain’t happy your paying customers wonā€™t be either. Treat your people well and let them know they are the most critical part of the brand and the complete customer experience.

ā€‹”Let’s not beat around the bush… Customer experience is the new battleground. 
At The Experience Manager,  BP Group, and Rockstar.cx 
we know the art of this new war. 
We have the tools, the technology and the strategies to remorselessly create victories for our clients as we build a more customer-centric world, one experience and one enterprise at a time”.

Steve Towers


Join us for Complete Experience Management with coaching, training, consultancy and Certification at www.bpgroup.org 

Upcoming Open classes:
Johannesburg: https://joburgacxsep2019.eventbrite.com
Denver: https://denveracxcppm2019.eventbrite.com
Dubai: https://dubaiacxm_2019.eventbrite.com
Los Angeles: https://acxm_losangeles_2019.eventbrite.com
Washington DC: https://championsindc.eventbrite.com

CX Ecosystem:

https://www.theexperiencemanager.com

Fantastic keynotes:
https://www.rockstar.cx