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!

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 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)

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

2.    Your Omnichannel Reading Challenge (Genesys)

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

3.  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 ‘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.

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

Don’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 ‘strategic initiatives’.
  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 isn’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 isn’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, don’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 isn’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?


☑ More Articles like this one
– visit my CX Obsession resources

 ☑ Upskilling and mentoringEvery level from the boardroom to the lunch room – BP Group

☑ In person and virtual trainingThe ACXM™ program

 ☑ Executive briefings and keynotesHow 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)

PEXweek Australia extraordinary success

As a delegate and participant this was the best PEX week Australia event to date.
Crisp and topical with many excellent speakers and 100% new case studies.
Well done to the on the ground team PEX team of Dana Hutchinson and Lisa Ao led by Siobhan Corry.

The event was Chaired by Morgan Jones, Executive Manager at CBA, and Compass Business Club Ambassador.

I will complete a full review in a couple of days once we have the videos in place 🙂

Meanwhile 24 new Certified Process Professionals completed CPP Level 1&2. That pushes the Australia BP Group CPP registration to over 1,000 individuals and 300+ organisations.
If you are in Australia, New Zealand or South East Asia we will be co-hosting with IQPC and the PEX Network another one day Masterclass in October, more details soon.

Congratulations to the new Certified Process Professionals from PEX week 2015
in Sydney, Australia
www.certifiedprocessprofessional.com | www.bpgroup.org



Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Amazons success

Certified Process Professional Masters
(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.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html


Accredited Champions, Professionals and Masters.

This year we are pleased to announce several new organizations stepping up to achieve Accredited Status. It is a recognition of the investment and desire to transform business processes positively and deliver exceptional customer experiences, whether those customers are consumers, other businesses or internal departments. Congratulations to all the individuals, sponsors and companies!

BPGroup Accredited Champions


Accredited Champion Organisations

have achieved a minimum of two or
more CPP Champions
Modern Pharmaceutical Company
British Nuclear Fuels
IQ BUSINESS (South Africa)
MEDICLINIC
Bbraun
Caravel Group (NZ) Ltd
Old Mutual
The Nature Conservancy

Upcoming Session

London CPP Champion 

BPGroup Accredited Masters

Accredited Master Organisations
have achieved a minimum six or more CPP Masters

Workers Compensation Board
Citibank
ABSA
Bank of Valletta
AIA

Ergon Energy

Nedbank Limited
Cap Gemini
Aspire Group
Uganda Revenues
IQ BUSINESS (South Africa)

Upcoming Sessions
London CPP Masters
Denver CPP Masters
Brisbane CPP Master 

BPGroup Accredited Professional

Accredited Professional Organisations
have achieved a minimum of six or more CPP Professionals

WCB
Reliance
EQUATE Petrochemicals Co
Manulife Indonesia
SunGard
Nigeria LNG

Upcoming Session
Sydney CPP Professional

PEX USA – another great win for IQPC

PEX week

The annual event in the USA (now in its 15 year) attracts the very best of the community and this year was no exception.

With stimulating speakers and a awesome Awards program* the IQPC team lifted the bar a notch or two higher. http://www.pexweek.com/ which also includes the PEX BP Group Certified Process Professional two day program. 

PEX BPGroup Certified Process Professionals Florida 2014 This year more than 40+ people from across the globe qualified as Certified Process Professionals to join the 25,000 in the least 4 years.

You can already review and sign-up for the next years – which on behalf of the BP Group – I highly recommend at http://www.pexweek.com 

Note: For those of you in South East Asia I will be chairing that event http://bit.ly/PEXAsia2014 in February.
The two day CPP workshop is featured on Monday/Tuesday 24-25 February is a most have for the aspirant business process specialist.

*we are running a feature on the PEX 2014 Awards program later this week.

Certi fied Process Professional (CPP-Professional) 2014 programme

Training and Certification with BP Group
Chennai – Amsterdam –Orlando – London – Bangalore – Dubai – Brisbane – Cape Town – Denver – Sydney – Singapore

This is gentle reminder about our upcoming 2014 CPP Professional Global Training. Classes book quickly so please reserve soon.
http://www.bpgroup.org/certification-by-city.html

Course Overview:

The CPP Professional qualification is an acknowledgement of the understanding and practical skill set associated with Outside In, Enterprise BPM and the effective implementation of the CEMMethod. The CPP Professional role is to guide and maximize the organization’s efforts toward its operational and strategic goals while removing the impediments the industrial age artefacts that stand in their way.

CEMMethod is an advanced approach for undertaking process change and transformation.  In traditional approaches the emphasis has often been exclusively on efficiency and effectiveness and as a consequence businesses were struggling in terms of cost, quality and customer’s satisfaction. The BP Groups CEMMethod is a process framework, which is now replacing traditional industrial age approaches of process change and transformation in order to deliver first and foremost Successful Customer Outcomes. Introduced in 2006 in the book Customer Expectation Management, the CEMMethod is the process industry’s standard in designing, developing and delivering Outside In process transformation, as it overcomes the many shortcomings of traditional inside out thinking.

Benefits of Training & Certification:
Caters to high demand in industry for Managers and Senior Executives with Certified Process Professional qualifications and Experience.

All our Instructors are practical proven experienced professionals working with the BP Group which has over 20 years of direct hands-on experience with real world companies in Process and Business Transformation and Change consulting and training

  • Individual attention and group interactions over the CEMMethod, processes and tools
  • In this blended model of training you will get online and classroom training
  • Online reading course content, videos and support materials
  • All BP Group certified participants will also earn 10 PDU’s Certificates
This five-day advanced course, you will apply the advanced features of the CEMMethod across a range of case studies, including your own work (if you prefer) to completely re-envisage a process, reduce costs, enhance customer service, grow revenues and consolidate customer experience.

You will learn what it feels like to access some of the most advanced toolkits from the worlds leading organisations experiencing many of the challenges you’re likely to face–while being coached by world leading Gurus actively involved with the application of CEMMethod at many organizations. This “learning by doing” style of instruction demands your open mind and active participation.

For more details please log on to:
http://www.bpgroup.org/certification-by-city.html

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Thanks & Warm Regards,

Rachel Smith | Business Development Manager | BP Group

Email:  rachel.smith@bpgroup.org

Tel No: 00 44 20  3286 4248

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BP Group, New Bond House, 124 New Bond Street, London W1S 1DX
Offices in London – Houston – Denver – Bangalore – Sydney – Associates in 118 countries
Office: US: +1 303 800-0924 | UK: +44 20  3286 4248 | Fax: +44 20 7691 7664