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

Scroll of Honor

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/

The 5 Secret Steps to Process Masterdom

Do you ever have that sneaky feeling that we can get so much more out of our business processes? Are you Struggling to get support from the organization for your change? Are you curious about what are the best proven techniques (that go way beyond Lean and Six Sigma)?

If so you are in the right place!

THE USE OF THE RIGHT APPROACHES WILL REDUCE COSTS BY AT LEAST 30% (and at the same time significantly improve customer satisfaction!) – 100% Guaranteed

Steve Towers

This FOUR day 5 Hours per day program shows you how using the REAL LIFE work you are doing! Come get upskilled and take back IMMEDIATE improvements that realise tangible benefits from the get-go.

Review the Preview here: https://experienceprofessional.com/cppm_preview

Here are just some of the recent testimonials:

Let me take this opportunity to thank Mr Steve. Your teachings are timeless and they stick perfectly and forever in our minds. We shall never forget you wherever we find ourselves on this planet. Thank you so much, Steve šŸ™

Benignus Otmar, Tanzania


Thank you, the experience was enlightening, empowering, educating, encouraging and engaging.

Natasha Doren, South Africa

Thank you, Steve, I have never enjoyed anything more than the CX course, The weight of knowledge I gained and the enlightenment that I got is indescribable.

Reem Elsadig, Sudan


Thanks Steve for such an excellent program, the dedicated manner you use to share with us your wonderful knowledge and wisdom in CX, and time to response all our questions! God bless you, thanks a lot!

Yanese Angeles, Dominican Republic

You started me out on this journey my friend. Thanks for letting me live out my passion!

Molly Redenbaugh, Iowa, United States


Thank you! It’s been an amazing journey and you have been a great mentor.It was an honor taking your class, I am now a confident CPP MasteršŸ™šŸ¾

Masele Masudi Msita, Tanzania

Thank you Steve for high-quality wonderful Master. I thought the course was brilliant.Thank you for everything.

Join our upcoming Coaching and Accreditation sessions online, LIVE & Interactive

Professional WebclassStartsDuration
Accredited CX Master
(ACXM)
16th Nov4 days @
5 hours per day
Certified Process Professional Coach
(CPP-Coach)
3rd Nov4 weeks @
3 hours per week
Certified Process Professional Champion (CPPC)9th Nov3 days @
5 hours per day
Certified Outside In Master
(COIM)
17th Nov7 weeks @
3 hours per week
Certified Process Professional
(CPP)
23rd Nov2 days @
5 hours per day
Certified Process Professional Master
(CPPM)
23rd Nov4 days @
5 hours per day
Accredited CX Champion
(ACXC)
1st Dec3 days @
5 hours per day
Certified Outside In Champion
(COIC)
8th Dec3 weeks @
3 hours per week


Time to Upgrade your skills

It seems that the only consistent thing today is change. With that in mind, how are you keeping up with the seismic shifts in doing business?

We upgrade our homes, our cars and our lifestyles as a matter of course. When was the last time you upgraded YOU? No, I don’t mean a fancy new pair of shoes or those nice looking jeans what I am talking about is the way you think and do. At a fundamental level, we need to be able to lead change and enable those around us to embrace and welcome all aspects of this volatile world, which as I have already suggested isn’t going away anytime soon.

All things considered, that is what our coaching, mentoring and training programs are all about. Not only incorporating the latest innovations in business change but reframing the way you think.

The Experience Manager

In this last twelve months, the approaches we use have upgraded to include a new platform that redefines process and customer experience deployment and includes the capture, analysis, ideation and implementation of experiences from the front-line to the board room.

Now some may think they have done all the growth they need to do and rely on those traditional tools for the daily work. That is, however, the way of the dinosaur, almost waiting for the asteroid to strike and wishing they would survive its impact. We know what happened there.

So is time to refresh and retool?

If so there’s a series of courses from one-dayers to a week across the planet led by been there and done it mentors who spend the majority of their time helping organisations embrace this brave new world. Come and get the benefits of their latest learnings as we codify together, hands-on, the means for you to upgrade and retool.

Case studies are great, but…

I will be blunt (nothing new there then) I abhor the talking heads know it all theoretical claptrap courses where learning is stifled and it is a listen and do as I say dirge. Hence anyone who has experienced our programs will tell you how exciting, invigorating and enabling the hands-on learning is. Even to the extent of using your own challenges and working them through the sessions in association with teammates and colleagues. Yes, case studies help but how much better is fixing your own stuff and learning how to integrate the tools and techniques directly?

That underpins our programs, learning by doing.

Interactive workshops solving your challenges

In fact, the relationships you forge in the fires of embracing the CEMMethod will become a part of the new you on your return to the office.

Find out more…

We are running open courses across the planet in 116 countries with over 100,000 professionals now qualified. Our inhouse courses, where we customise the material to your industry and current dramas, are also popular and we are proud to talk of the thousands of companies who have embraced the learnings. Either way, open or inhouse, you will have a fantastic time so have a look, delve a bit, and sign-up soon.
Your upgrade is waiting!

CPP MasterJohannesburgOctober 7 – 10
ACX SpecialistManchesterOctober 14 – 16
CPP Master DetroitNovember 4 – 7
ACX Master JohannesburgNovember 11 – 14
ACX/CPP ChampionJohannesburgNovember 25 – 28
CPP MasterCape TownDecember 2 – 5
CPP ChampionWashington DCDecember 16 – 18
INHOUSE By RequestYour choice

Is your Customer Experience initiative working for you?
CX Obsessed or just playing at it?
Upskill you or your team find out more to learn how others have become successful with a Customer Obsession strategy



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 ā€˜traditional process guysā€™, and the other ā€˜the customer is first peopleā€™, and interestingly they both asked the same question ā€œWhere do we start?ā€

My honest and most direct answer is ā€œYou do not have a choice. You have got to start where you are and go from there!ā€ OK, I get what youā€™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 onĀ 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 ā€˜get itā€™ the support is significantStarts at the strategic level so influences everything the organization does
RecommendationIf your remit is just ā€˜improving processesā€™ 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 ā€˜customer firstā€™ in terms of the triple crown the enterprise can align quickly and effectively. Importantly avoid the ā€˜soft and fluffyā€™ sentiments expressed by many in the customer experience world.

How can I Implement?

Back in 2006 the BPG launched the CEMMethodā„¢ 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 ā€˜Customer Firstā€™ leaps out as the main option. Alternatively, if you are in a traditional process-based business (lean, six sigma, BPM etc.) the more conservative ā€˜process engineeringā€™ approach may be preferred.

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

CEMMethodā„¢ – 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!

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.

Get the inside track with Customer Experience thinking and practice

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 aĀ focus for top teams. ā€˜Google trendsā€™ is a good barometer of emerging interests and this graph demonstrates increasing interest in CX (blue) compared with LSS (red).Ā 


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 ā€˜Customer Experience,ā€™ 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 ā€“ Omnichannel’.

1.Ā Ā The Future of Car Sales Is Omnichannel (Bain & Co)

http://www.bain.com/publications/articles/the-future-of-car-sales-is-omnichannel.aspx

2.Ā Ā Ā Ā Your Omnichannel Reading Challenge (Genesys)

http://blog.genesys.com/your-omnichannel-summer-reading-challenge

3.Ā Ā Omnichannel Study: Now’s Your Chance to Get Ahead of the Competition for the Holidays (Marketingprofs)

https://www.marketingprofs.com/articles/2017/33005/omnichannel-study-nows-your-chance-to-get-ahead-of-the-competition-for-the-holidays

The ā€˜Reading Challengeā€™ 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 CEMMethodā„¢.

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.

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

Donā€™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 ā€˜strategic initiativesā€™.
  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 isnā€™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 isnā€™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, donā€™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 isnā€™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?


ā˜‘Ā More Articles like this one
ā€“ visit my CX Obsession resources

Ā ā˜‘Ā Upskilling and mentoring ā€“ Every level from the boardroom to the lunch room ā€“ BP Group

ā˜‘Ā In person and virtual training ā€“ The ACXMā„¢ program

Ā ā˜‘Ā Executive briefings and keynotes ā€“ How to get your hands on me and other CXperts (see what I did there?)

The 5th DC session is now open for registration

Come on down guys and gals (don’t want to seem sexist)

Class of Orlando, 2016 wins the CPP Masters crown

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 ā€“ 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