Category: #custexp

CEMMethod®: The Proven Path to Triple-Crown Customer Experience — Grow Revenue, Cut Costs, and Delight Clients

Welcome to the CEMMethod® Guide

Let’s be honest. Customers today aren’t comparing you to your direct competitor anymore. They’re comparing you to the best experience they’ve had anywhere. That smooth Amazon checkout. That Uber ride where you didn’t have to touch your wallet. That one app that just… worked.

And here’s the kicker: if your organisation doesn’t deliver experiences like that—simple, seamless, maybe even a little magical—your customers will quietly drift away. No big announcement. Just gone.

That’s where the CEMMethod® comes in.

https://chatgpt.com/g/g-0wTo1fQ33-cemmethod-guide

It’s not another “tick-the-box” toolkit or fluffy set of slogans. It’s a practical way to rewire how you think about customers, design your work, and measure success. It’s Outside-In thinking, put into action. The kind that helps you hit what we call the Triple Crown: grow revenue, reduce costs, and massively improve service. (Yes, you really can have all three—no trade-offs required.)

This guide isn’t about theory. It’s about helping you view your business from the perspective of your customers. Which, if we’re honest, is usually very different from how leaders inside the business see it. We’ll unpack the principles, steps, and real-world applications of the CEMMethod—whether in banking, insurance, government, retail, or any other industry where customer experience determines the winners and losers.

So… grab a coffee. Keep an open mind. And maybe prepare to unlearn a few things you thought you knew. Because once you start seeing your world through an Outside-In lens, you won’t be able to go back.

https://chatgpt.com/g/g-0wTo1fQ33-cemmethod-guide

Businesses must actively engineer and continuously innovate their customer experiences to drive success.

Steve Towers, International Keynote, Author and Coach, defines Customer Experience


Steve has also published many articles and conference keynotes (see the MOT primer below) reviewing the continued evolution of this fascinating concept.

Join us at a coaching session and become qualified in Customer Centric and Process Transformation https://www.bpgroup.org or visit https://www.stevetowers.com

Outside-In CX Definitions

What is a Moment of Truth?

A Moment of Truth is any interaction with the customer within the Customer Experience, first discussed in my 1993 book ‘Business Process Reengineering – A Senior Executive’s Guide‘

Moments of Truth are the cause of all work.

This understanding underpins the CEMMethod, first launched in 2006 and now in version 15. It is the idea that all work an organisation undertakes is, at a fundamental level, caused by Moments of Truth. In principle, everything a company does can and should be linked to a Moment of Truth.

We harness and bring to life this design principle through the Customer Performance Landscape. Connecting the dots from everything to the Cause of all work – The Moment of Truth.

Managing Moments of Truth

Enlightened ‘Outside-In’ organisations actively embrace Moment of Truth Management as an essential strategic and operational necessity to deliver engineered Customer Experiences. How so?

a. Designing for Moments of Truth – The Design-Implementation Gap

Early efforts were geared towards designing optimal Moments of Truth; however, simply mapping customer journeys has never been enough. It is one thing to agree on what a future state customer journey should be; it is entirely another to implement it. This Design-Implementation gap is precisely what kills the majority of Customer Experience initiatives.

b. Implementing optimised Moments of Truth

Successful deployment of innovated Moments of Truth is key to delivering optimal Customer Experiences. The most practical immediate results focus on a rapid rollout across a key experience, using the success of that rollout to validate the smooth rollout across the organisation. Establishing ownership, accountability, metrics, controls and improvement paths are part of this discipline.

c. Operationalising Moments of Truth

Once Moments of Truth have been designed, innovated and implemented into recrafted customer experiences, they need to be actively managed ‘in the moment’ and shared. Every Moment of Truth should feed to a corporate dashboard, with real-time data showing the performance of that MOT and its associated experiences. If things go wrong, the owner should be able to ‘course correct’ and real-time monitor the customer experience delivery.

Imagine a world without customer satisfaction surveys, no need for Net Promoter Scores, no focus groups, and no mystery shopping because you will know how 100% of interactions are performing 100% of the time.

Control and Action combined

The C-suite and leaders will now have a clear line of sight into every corner of the organisation and across the enterprise landscape, in real-time. One version of the data truth (and not all those departmental/divisional versions of reality).

The need for retrospective action evaporates. Immediate and laser-focused control can be maintained, delivering simultaneously enhanced service, lower costs, higher revenues, improved compliance and uber motivated employees.


MOT primer…

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

Richard Normann – creator of the Moments of Truth concept:
https://en.wikipedia.org/wiki/Richard_Normann

Jan Carlzon – author of ‘Moments of Truth’
https://en.wikipedia.org/wiki/Jan_Carlzon

Moments of Truth 2025 (VIDEO)
https://youtu.be/3mzz_LdgmFY

That Kodak Moment of Truth
https://www.processexcellencenetwork.com/innovation/columns/4-lessons-from-the-kodak-moment-of-truth

Mitch Belsley – Get Scientific about Managing Moments of Truth
http://customerthink.com/get-scientific-about-managing-moments-of-truth/

Accreditation & Certification in CX and Process
https://www.bpgroup.org

The Rise and Fall of a Popular Metric — And Why Its Creator Walked Away

The NPS question was first published in 2003. In its original form, it was a simple: “On a scale of 0–10, how likely are you to recommend us to a friend or colleague?” (Reichheld, 2003). The author, Fred Reichheld, boldly proclaimed that his metric, as featured in the Harvard Business Review, could predict growth better than any multitiered survey. Soon, NPS evangelists were stamping their favourite colour onto every dashboard in the office. It was the company truth serum. Customer-centric utopia.

By 2020, Reichheld had largely disavowed his namesake movement. “The score has become a bargaining chip or a daily quota to hit,” he said in an interview (Cassidy, 2020).

“When you chase a number for its own sake, you lose sight of the human connection that score is meant to measure.”
Fred Reichheld

Pros:

  • Clear, benchmarkable figure
  • Universally understood format
  • Easy to correlate with revenue trends

Cons:

  • Can be gamed by frontline staff
  • Ignores the “why” behind the number
  • Encourages superficial fixes over systemic change

Pro tip: Really turn your employees against your metric by mandating that they ask it in transactional ways. Think of in-store signage or when the customer is just leaving. In other words, every opportunity to make the ask seem arbitrary. Every organisation’s behaviour index is somewhere in that neighbourhood.

Despite Reichheld’s very public mea culpa, NPS endures. It is the one number plastered in every boardroom (Keiningham et al., 2014). A metric so beloved that its own father disowned it. And yet, here we are.

References

1. Reichheld, F. (2003). The One Number You Need to Grow. Harvard Business Review. https://hbr.org/2003/12/the-one-number-you-need-to-grow

2. Keiningham, T. L., et al. (2014). A Longitudinal Examination of Net Promoter and Firm Revenue Growth. Journal of Marketing Research. https://journals.sagepub.com/doi/10.1509/jmr.13.0108



Businesses must actively engineer and continuously innovate this experience to drive success. Further, we define success as winning the triple crown: simultaneously growing revenues, Reducing Costs, and Improving Service.

Steve Towers, International Keynote, Author and Coach, defines Customer Experience


Steve has also published many articles and conference keynotes (see the MOT primer below) reviewing the continued evolution of this fascinating concept.

Join us at a coaching session and become qualified in Customer Centric and Process Transformation https://www.bpgroup.org or visit https://www.stevetowers.com

Definitions


What is a Moment of Truth?

A Moment of Truth is any interaction with the customer within the Customer Experience, first discussed in my 1993 book ‘Business Process Reengineering – A Senior Executive’s Guide‘

Moments of Truth are the cause of all work.

This understanding underpins the CEMMethod, first launched in 2006 and now in version 15. It is the idea that all work an organisation undertakes is, at a fundamental level, caused by Moments of Truth. In principle, everything a company does can and should be linked to a Moment of Truth.

We harness and bring to life this design principle through the Customer Performance Landscape. Connecting the dots from everything to the Cause of all work – The Moment of Truth.

Managing Moments of Truth

Enlightened ‘Outside-In’ organisations actively embrace Moment of Truth Management as an essential strategic and operational necessity to deliver engineered Customer Experiences. How so?

a. Designing for Moments of Truth – The Design-Implementation Gap

Early efforts were geared towards designing optimal Moments of Truth; however, simply mapping customer journeys has never been enough. It is one thing to agree on what a future state customer journey should be; it is entirely another to implement it. This Design-Implementation gap is precisely what kills the majority of Customer Experience initiatives.

b. Implementing optimised Moments of Truth

Successful deployment of innovated Moments of Truth is key to delivering optimal Customer Experiences. The most practical immediate results focus on a rapid rollout across a key experience, using the success of that rollout to validate the smooth rollout across the organisation. Establishing ownership, accountability, metrics, controls and improvement paths are part of this discipline.

c. Operationalising Moments of Truth

Once Moments of Truth have been designed, innovated and implemented into recrafted customer experiences, they need to be actively managed ‘in the moment’ and shared. Every Moment of Truth should feed to a corporate dashboard, with real-time data showing the performance of that MOT and its associated experiences. If things go wrong, the owner should be able to ‘course correct’ and real-time monitor the customer experience delivery.

Imagine a world without customer satisfaction surveys, no need for Net Promoter Scores, no focus groups, and no mystery shopping because you will know how 100% of interactions are performing 100% of the time.

Control and Action combined

The C-suite and leaders will now have a clear line of sight into every corner of the organisation and across the enterprise landscape, in real-time. One version of the data truth (and not all those departmental/divisional versions of reality).

The need for retrospective action evaporates. Immediate and laser-focused control can be maintained, delivering simultaneously enhanced service, lower costs, higher revenues, improved compliance and uber motivated employees.


MOT primer…

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

Richard Normann – creator of the Moments of Truth concept:
https://en.wikipedia.org/wiki/Richard_Normann

Jan Carlzon – author of ‘Moments of Truth’
https://en.wikipedia.org/wiki/Jan_Carlzon

Moments of Truth 2025 (VIDEO)
https://youtu.be/3mzz_LdgmFY

That Kodak Moment of Truth
https://www.processexcellencenetwork.com/innovation/columns/4-lessons-from-the-kodak-moment-of-truth

Mitch Belsley – Get Scientific about Managing Moments of Truth
http://customerthink.com/get-scientific-about-managing-moments-of-truth/

Accreditation & Certification in CX and Process
https://www.bpgroup.org

Embedding Outside-In Thinking (and Practice) in Organizations

If you want to do more than just talk outside-in, you need to start re-wiring how your team or organisation defines success, measures progress and governs day-to-day activity. These are the three steps to build Outside-In practice into any organisation using the CEMMethod™ playbook.

1. Make the Successful Customer Outcome Your North Star

Every activity has to link back to and improve the outcome your customer is trying to get.

If you use the Successful Customer Outcome (SCO) as your North Star, you’ll have a lens through which to see which projects are valuable, which activities are counter-productive and what your priorities should be. Additionally, publishing a visible SCO on a board in your office serves as a constant reminder to keep the customer at the centre of everything you do.

–          At the leadership or executive level, define and socialise your SCO so it’s clear, measurable and emotionally meaningful.

–          Ask every project, process step and individual goal: “How does this make the SCO better?” If not, stop or redesign.

–          Publish SCO progress in an obvious way, like a published scorecard or a live whiteboard everyone can see to show how your work is improving it.

2. Map and Quantify the Experience With Outside-In Diagnostics

First you need to see the customer experience and quantify the gap to your ideal in order to know what to fix.

The CEMMethod™ diagnostic tools, such as Moments of Truth (MOT) mapping, Causal Flow diagrams, the Customer Performance Landscape, and the Disruption Factor metric, provide a comprehensive end-to-end view.

–          Run a CX diagnostic to map every MOT and handover your customer experiences and draw the Causal Flow diagram to show the root cause of the customer pain points.

–          Measure your Disruption Factor as a key metric that shows your average customer experience as a % away from perfect.

–          Create an Outside-In Dashboard (OID) to visualise your most essential metrics showing MOT performance against customer sentiment and business impact in real time.

3. Embed Outside-In Into Culture Through Governance and Alignment

Outside-In isn’t a project. It’s a new way of operating that has to become habitual to have an impact.

The key is to have North Star alignment tools (metrics that roll up to the SCO), regular governance forums for leaders to review MOT performance and to experiment with new ways of working such as innovation sprints.

–          Use the North Star Alignment Template (NSAT) to cascade the SCO down through every team and individual goal.

–          Build an Outside-In Strategic Control System (OISCS): put in place a regular cadence of reviews (e.g. monthly or quarterly) where leaders discuss MOT performance, Disruption Factor trends and concrete next steps to close gaps.

–          Coach, train and gamify. Make sure your new Outside-In practices are embedded into onboarding, leadership meetings and rituals, or peer-to-peer learning. Make it habit forming.

More steps as Outside-In momentum builds

As you get these basics in place and start to see traction, then there are a few more levers to accelerate your Outside-In journey:

–          Bring your Outside-In metrics into your digital backbone by integrating with your Experience Manager, BI tool or other platforms to make your data flow easily.

–          Ensure every leadership meeting includes a real customer story to make the data human.

–          Experiment with Six-Step Innovation to run rapid-cycle innovation sprints that co-create future-state experiences with customers in real time.

The additional gears of technology, story and rapid innovation give you more propulsion on your journey from good to great and will help turn customer centricity from aspiration to every day reality.

You can explore the CEMMethod here: https://www.cemmethod.com

Become professionally qualified in the use of the approach: https://www.bpgroup.org
(Live, online, or in the room – London – Dubai – Denver – Johannesburg)

Do connect here on LinkedIn or visit https://stevetowers.com

Definitions

What is a Moment of Truth?

A Moment of Truth is any interaction with the customer within the Customer Experience, first discussed in my 1993 book ‘Business Process Reengineering – A Senior Executive’s Guide‘

Moments of Truth are the cause of all work.

This understanding underpins the CEMMethod, first launched in 2006 and now in version 15. It is the idea that all work an organization undertakes is, at a fundamental level, caused by Moments of Truth. In principle, everything a company does can and should be linked to a Moment of Truth.

We harness and bring to life this design principle through the Customer Performance Landscape. Connecting the dots from everything to the Cause of all work – The Moment of Truth.

Managing Moments of Truth

Enlightened ‘Outside-In’ organizations actively embrace Moment of Truth Management as an essential strategic and operational necessity to deliver engineered Customer Experiences. How so?

a. Designing for Moments of Truth – The Design-Implementation Gap

Early efforts were geared around designing optimal Moments of Truth, however, simply mapping customer journeys has never been enough. It is one thing agreeing on what a future state customer journey should be, it is entirely another implementing it. This Design-Implementation gap is precisely what kills the majority of Customer Experience initiatives.

b. Implementing optimized Moments of Truth

Successful deployment of innovated Moments of Truth is key to delivering optimal Customer Experiences. The most practical immediate results are focused on rapid roll out across a key experience and using the success of that to validate rolling out smoothly across the organization. Establishing ownership, accountability, metrics, controls and improvement paths are part of this discipline.

c. Operationalizing Moments of Truth

Once Moments of Truth have been designed, innovated and implemented into recrafted customer experiences they need to be actively managed ‘in the moment’ and shared. Every Moment of Truth should feed to a corporate dashboard, with real-time data showing the performance of that MOT and its associated experiences. If things go wrong, the owner should be able to ‘course correct’ and real-time monitor the customer experience delivery.

Imagine a world without customer satisfaction surveys, no need for Net Promoter Scores, no focus groups, and no mystery shopping because you will know how 100% of interactions are performing 100% of the time.

Control and Action combined

The C suite and leaders will now have a clear line of sight into every corner of the organization and across the enterprise landscape REAL TIME. One version of the data truth (and not all those departmental/divisional versions of reality).

The need for retrospective action evaporates. Immediate and laser-focused control can be maintained delivering simultaneously enhanced service, lower costs, higher revenues, improved compliance and uber motivated employees.

What’s next?

In my next piece, I will demonstrate how this can be done immediately. If you can’t wait for that, ping me and let’s talk the how, now


MOT primer…

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

Richard Normann – creator of the Moments of Truth concept:
https://en.wikipedia.org/wiki/Richard_Normann

Jan Carlzon – author of ‘Moments of Truth’
https://en.wikipedia.org/wiki/Jan_Carlzon

Moments of Truth 2025 (VIDEO)
https://youtu.be/3mzz_LdgmFY

That Kodak Moment of Truth
https://www.processexcellencenetwork.com/innovation/columns/4-lessons-from-the-kodak-moment-of-truth

Mitch Belsley – Get Scientific about Managing Moments of Truth
http://customerthink.com/get-scientific-about-managing-moments-of-truth/

Accreditation & Certification in CX and Process
https://www.bpgroup.org

The 2025 Working Backwards/Outside-In definition of Customer Experience

Customer experience is the total impact of a customer’s thoughts, emotions, and interactions with products and services, all shaping their journey toward a specific goal or Outcome.


Every interaction matters—it defines perceptions, influences decisions, and determines satisfaction.

Businesses must actively engineer and continuously innovate this experience to drive success. Further, we define success as winning the triple crown: simultaneously growing revenues, Reducing Costs, and Improving Service.

Steve Towers, International Keynote, Author and Coach, defines Customer Experience


Steve has also published many articles and conference keynotes (see the MOT primer below) reviewing the continued evolution of this fascinating concept.

Join us at a coaching session and become qualified in Customer Centric and Process Transformation https://www.bpgroup.org or visit https://www.stevetowers.com

Definitions

What is a Moment of Truth?

A Moment of Truth is any interaction with the customer within the Customer Experience, first discussed in my 1993 book ‘Business Process Reengineering – A Senior Executive’s Guide‘

Moments of Truth are the cause of all work.

This understanding underpins the CEMMethod, first launched in 2006 and now in version 15. It is the idea that all work an organisation undertakes is, at a fundamental level, caused by Moments of Truth. In principle, everything a company does can and should be linked to a Moment of Truth.

We harness and bring to life this design principle through the Customer Performance Landscape. Connecting the dots from everything to the Cause of all work – The Moment of Truth.

Managing Moments of Truth

Enlightened ‘Outside-In’ organisations actively embrace Moment of Truth Management as an essential strategic and operational necessity to deliver engineered Customer Experiences. How so?

a. Designing for Moments of Truth – The Design-Implementation Gap

Early efforts were geared towards designing optimal Moments of Truth; however, simply mapping customer journeys has never been enough. It is one thing to agree on what a future state customer journey should be; it is entirely another to implement it. This Design-Implementation gap is precisely what kills the majority of Customer Experience initiatives.

b. Implementing optimised Moments of Truth

Successful deployment of innovated Moments of Truth is key to delivering optimal Customer Experiences. The most practical immediate results focus on a rapid rollout across a key experience, using the success of that rollout to validate the smooth rollout across the organisation. Establishing ownership, accountability, metrics, controls and improvement paths are part of this discipline.

c. Operationalising Moments of Truth

Once Moments of Truth have been designed, innovated and implemented into recrafted customer experiences, they need to be actively managed ‘in the moment’ and shared. Every Moment of Truth should feed to a corporate dashboard, with real-time data showing the performance of that MOT and its associated experiences. If things go wrong, the owner should be able to ‘course correct’ and real-time monitor the customer experience delivery.

Imagine a world without customer satisfaction surveys, no need for Net Promoter Scores, no focus groups, and no mystery shopping because you will know how 100% of interactions are performing 100% of the time.

Control and Action combined

The C-suite and leaders will now have a clear line of sight into every corner of the organisation and across the enterprise landscape, in real-time. One version of the data truth (and not all those departmental/divisional versions of reality).

The need for retrospective action evaporates. Immediate and laser-focused control can be maintained, delivering simultaneously enhanced service, lower costs, higher revenues, improved compliance and uber motivated employees.

What’s next?

In my next piece, I will demonstrate how this can be done immediately. If you can’t wait for that, ping me and let’s talk the how, now


MOT primer…

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

Richard Normann – creator of the Moments of Truth concept:
https://en.wikipedia.org/wiki/Richard_Normann

Jan Carlzon – author of ‘Moments of Truth’
https://en.wikipedia.org/wiki/Jan_Carlzon

Moments of Truth 2025 (VIDEO)
https://youtu.be/3mzz_LdgmFY

That Kodak Moment of Truth
https://www.processexcellencenetwork.com/innovation/columns/4-lessons-from-the-kodak-moment-of-truth

Mitch Belsley – Get Scientific about Managing Moments of Truth
http://customerthink.com/get-scientific-about-managing-moments-of-truth/

Accreditation & Certification in CX and Process
https://www.bpgroup.org

What are Moments of Truth?

Since the days of Richard Normann, the guy who invented the business term ‘Moments of Truth’ and Jan Carlzon’s book in 1989, the business world has interpreted Moments of Truth in several ways.

Jan Carlzon’s 1989 book ‘Moments of Truth’ socialised Richard Normann’s concept.

I have also published many articles and conference keynotes (see the MOT primer below) reviewing the continued evolution of this fascinating concept.

Definitions

What is a Moment of Truth?

A Moment of Truth is any interaction with the customer within the Customer Experience, first discussed in my 1993 book ‘Business Process Reengineering – A Senior Executive’s Guide‘

Moments of Truth are the cause of all work.

This understanding underpins the CEMMethod, first launched in 2006 and now in version 15. It is the idea that all work an organization undertakes is, at a fundamental level, caused by Moments of Truth. In principle, everything a company does can and should be linked to a Moment of Truth.

We harness and bring to life this design principle through the Customer Performance Landscape. Connecting the dots from everything to the Cause of all work – The Moment of Truth.

Managing Moments of Truth

Enlightened ‘Outside-In’ organizations actively embrace Moment of Truth Management as an essential strategic and operational necessity to deliver engineered Customer Experiences. How so?

a. Designing for Moments of Truth – The Design-Implementation Gap

Early efforts were geared around designing optimal Moments of Truth, however, simply mapping customer journeys has never been enough. It is one thing agreeing on what a future state customer journey should be, it is entirely another implementing it. This Design-Implementation gap is precisely what kills the majority of Customer Experience initiatives.

b. Implementing optimized Moments of Truth

Successful deployment of innovated Moments of Truth is key to delivering optimal Customer Experiences. The most practical immediate results are focused on rapid roll out across a key experience and using the success of that to validate rolling out smoothly across the organization. Establishing ownership, accountability, metrics, controls and improvement paths are part of this discipline.

c. Operationalizing Moments of Truth

Once Moments of Truth have been designed, innovated and implemented into recrafted customer experiences they need to be actively managed ‘in the moment’ and shared. Every Moment of Truth should feed to a corporate dashboard, with real-time data showing the performance of that MOT and its associated experiences. If things go wrong, the owner should be able to ‘course correct’ and real-time monitor the customer experience delivery.

Imagine a world without customer satisfaction surveys, no need for Net Promoter Scores, no focus groups, and no mystery shopping because you will know how 100% of interactions are performing 100% of the time.

Control and Action combined

The C suite and leaders will now have a clear line of sight into every corner of the organization and across the enterprise landscape REAL TIME. One version of the data truth (and not all those departmental/divisional versions of reality).

The need for retrospective action evaporates. Immediate and laser-focused control can be maintained delivering simultaneously enhanced service, lower costs, higher revenues, improved compliance and uber motivated employees.

What’s next?

In my next piece, I will demonstrate how this can be done immediately. If you can’t wait for that, ping me and let’s talk the how, now


MOT primer…

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

Richard Normann – creator of the Moments of Truth concept:
https://en.wikipedia.org/wiki/Richard_Normann

Jan Carlzon – author of ‘Moments of Truth’
https://en.wikipedia.org/wiki/Jan_Carlzon

Moments of Truth 2025 (VIDEO)
https://youtu.be/3mzz_LdgmFY

That Kodak Moment of Truth
https://www.processexcellencenetwork.com/innovation/columns/4-lessons-from-the-kodak-moment-of-truth

Mitch Belsley – Get Scientific about Managing Moments of Truth
http://customerthink.com/get-scientific-about-managing-moments-of-truth/

Accreditation & Certification in CX and Process
https://www.bpgroup.org

Unlock the Real Power of Collaboration and Creativity in CX Workshops

Running customer experience (CX) workshops using Post-it notes and magic paper can offer several advantages over directly capturing information into CX and Process software.

Engagement and Collaboration:

a. Post-it notes and wall displays encourage active participation. Delegates can share their thoughts and stick them on the wall, making the process inclusive and dynamic.

b. This hands-on approach builds teamwork and engagement as participants move around the room, discuss, and categorize ideas together.

Visualization and structure:

CEMMethod Team Visualization

a. Ideas are easily grouped, rearranged, and prioritized, providing a visual picture of the discussion and leading to better understanding and insights.

b. Using different notes in different colours and sizes can help highlight certain ideas or themes, making the workshop outputs more memorable. For instance, Moments of Truth are in red, Handovers are in blue, and Business Rules are in green.

Summary

This isn’t one size fits all. Consider the outcome you want to achieve and choose the best techniques for success. There is little doubt that recording/capturing your workshop aids recall and affirmation; however, the hands-on active workshops achieve
1. Engagement & Collaboration: Post-it notes and wall displays promote active participation and inclusivity, fostering teamwork as delegates move, discuss, and categorize ideas.
2. Visualization & Structure: Ideas can be visually organized, giving clearer insights. Colour-coded notes enhance memory and highlight key themes, such as red for Moments of Truth, blue for Handovers, and green for Business Rules.



#cx #customerexperience #process #bpm #bpr #acxs #acxp #acxm #cxpa #ccxp #bpg

The Advanced CX program Frequently Asked Questions

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

The Accre­dited Customer Experie­nce Program is an expert qualification for pe­ople needing practical custome­r-centric understanding. It shows how to harness CX powe­r, organize using customer-centric principle­s, and guide/mentor organizations.

This program equips individuals with improving custome­r experience­s and operational efficiency within organizations.

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

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

Anyone­ can take the ACX Program – there­ are no eligibility require­ments. If you want to learn about customer-ce­ntricity, you can participate.

It’s a hands-on, workshop-based course. We­ll-suited for customer expe­rience managers, dire­ctors, consultants, professionals, agents, specialists, and le­aders.

3. What are the benefits of the ACX Program?

Participants understand customer ce­ntricity practically. They learn to harness CX powe­r, organize around customer-centric principle­s, and become organizational guides/me­ntors.

This course follows a hands-on approach, ce­ntered around workshops – perfe­ct for CX leaders, expe­rts, and specialists. It helps build customer ce­ntricity skills practically.

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

BPG and global partners delive­r this program. Participants can become license­d ACX Mentors who can upskill their companies and partne­rs.

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

The program is available as an open e­nrollment or in-house option. You can complete­ it flexibly, at your own pace. Howeve­r, 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 CEMMethod®?

The CEMMethod® 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 Experience® Program and is based on the codified Next practices of the world’s leading exponents of Customer Centricity.

6. What is the CX Transformation Ecosystem?

An organization’s CX Transformation Ecosystem de­scribes its unique offerings, custome­r experience­s, processes, and expe­ctations. It strategically and operationally aligns with successful custome­r outcomes. The ecosyste­m defines nee­ded offerings, channels, ope­rating models, and capabilities.

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

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 – the simultaneous ability to increase revenues, decrease costs, and enhance service – through the CEMMethod® 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.
Steve’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/

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

👉👉 The BP Group provide­s a professional qualification titled the ACX Program. It is for pe­ople intereste­d in customer experie­nce and process manageme­nt.

Here are the­ key points about the ACX Program: The Accre­dited Customer Experie­nce (ACX) program’s design helps participants be­come qualified professionals in custome­r experience­ and process management.

Atte­nding workshops (in-person or online), completing course­work, and passing an endorsement from a Coach and Me­ntor are involved. Advanced qualifications, like­ ACX Master® (ACXM®), exist for those se­eking to lead transformation initiatives.

Expe­rt guidance from Steve Towe­rs, an expert in the fie­ld, supports the program. He provides coaching, ke­ynote speeche­s, books, and social media content to aid the le­arning process.👍👍

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

#cx #customerexperience #process #bpm #bpr #acxs #acxp #acxm #cxpa #ccxp #bpg

The Advanced CX program Frequently Asked Questions

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

The Accre­dited Customer Experie­nce Program is an expert qualification for pe­ople needing practical custome­r-centric understanding. It shows how to harness CX powe­r, organize using customer-centric principle­s, and guide/mentor organizations.

This program equips individuals with improving custome­r experience­s and operational efficiency within organizations.

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

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

Anyone­ can take the ACX Program – there­ are no eligibility require­ments. If you want to learn about customer-ce­ntricity, you can participate.

It’s a hands-on, workshop-based course. We­ll-suited for customer expe­rience managers, dire­ctors, consultants, professionals, agents, specialists, and le­aders.

3. What are the benefits of the ACX Program?

Participants understand customer ce­ntricity practically. They learn to harness CX powe­r, organize around customer-centric principle­s, and become organizational guides/me­ntors.

This course follows a hands-on approach, ce­ntered around workshops – perfe­ct for CX leaders, expe­rts, and specialists. It helps build customer ce­ntricity skills practically.

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

BPG and global partners delive­r this program. Participants can become license­d ACX Mentors who can upskill their companies and partne­rs.

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

The program is available as an open e­nrollment or in-house option. You can complete­ it flexibly, at your own pace. Howeve­r, 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 CEMMethod®?

The CEMMethod® 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 Experience® Program and is based on the codified Next practices of the world’s leading exponents of Customer Centricity.

6. What is the CX Transformation Ecosystem?

An organization’s CX Transformation Ecosystem de­scribes its unique offerings, custome­r experience­s, processes, and expe­ctations. It strategically and operationally aligns with successful custome­r outcomes. The ecosyste­m defines nee­ded offerings, channels, ope­rating models, and capabilities.

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

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 – the simultaneous ability to increase revenues, decrease costs, and enhance service – through the CEMMethod® 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.
Steve’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

👉👉 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! 👍👍

Visit us at https://www.bpgroup.org 
#cx #customerexperience #process #bpm #bpr #acxs #acxp #acxm #cxpa #ccxp #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. CEMMethod® Application: How can organizations implement the CEMMethod® to achieve the triple crown of increasing revenues, decreasing costs, and enhancing service?

Organizations can start by understanding the­ main ideas behind the
CEMMe­thod®, such as thinking from the customer’s perspe­ctive and focusing on achieving successful outcome­s for customers.

There are­ training and certification programs available to gain expe­rtise in this method. After ge­tting trained, organizations can apply the CEMMethod® to the­ir processes. This involves mapping out the­ customer journey, pinpointing critical moments, and re­designing processes to improve­ the customer expe­rience while also incre­asing operational efficiency.

3. Professional Qualification: What are the steps to become qualified in customer experience and process management through the BP Group’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 Master® (ACXM®) or Certified Process Professional Master® (CPPM®).

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 – the simultaneous ability to increase revenues, decrease costs, and enhance service – through the CEMMethod® 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.
Steve’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/

Top 5 Must-Read CX Blogs for Every Customer Experience Professional ✅

In the digital jungle, we’re all on a safari to spot the rarest of beasts: focus! 🌿👀 Amidst the wild thicket of information, we’ve tracked down the ‘Big Five’ of blogs, as voted by our tribe of savvy members. These blogs will help you tame the wilds of business busyness with wisdom, wit, and a few well-timed roars of insight! 🦁📚

They are Rated by ACX and CPP professionals for their content, objectivity and interesting articles/research into CX and Experience Management (XM).

The most popular blogs to bookmark

Customer Bliss: Jeanne Bliss is the maestro of CX, conducting a symphony of savvy advice and dynamic strategies that’ll have your business dancing to the rhythm of improvement.
https://www.customerbliss.com/

Adrian Swinscoe: Tune into Adrian’s blog for a mixtape of interviews, reviews, and riffs on CX. The backstage pass to insights will have you cheering for an encore.
https://www.adrianswinscoe.com/

Joseph Michelli: Michelli’s blog is a treasure trove of CX gems – it’s like the Swiss Army knife for customer experience aficionados! But wait, there’s more! He’s also the maestro behind a lineup of chart-topping books and the go-to guru for businesses eager to skyrocket their CX to stratospheric heights. 🚀📚
https://www.josephmichelli.com/blog/

CustomerThink: Join the global huddle of business MVPs at CustomerThink, where the playbook is all about scoring big with Customer Strategy, Leadership, and Innovation.
https://customerthink.com/

Shep Hyken: Shep’s blog is like a power chord of customer service wisdom, strumming out amazing experiences with tips so actionable, that you’ll want to stage dive right into implementation.
https://hyken.com/blog/

👉 Frequently Asked Questions related to this post

1. Criteria for Ranking: What criteria or metrics were used to determine the top five customer experience blog rankings?

The professional members of the BP Group (140K people in 137 countries) most often cite these blogs as the ones they visit most often.

Also during the annual survey (now 32 years) we specifically ask “who provides you with the best up to date and engaging information on the web?”

2. Reader Engagement: How do these blogs engage with their readership, and what kind of community interaction can one expect?

In addition to notices from the blogs, their owners also communicate with their LinkedIn followers. The information is usually directly helpful and upbeat, emphasizing the development of Customer and Experience Management.

Here are those LinkedIn connections:

Jeanne Bliss: https://www.linkedin.com/in/jeannebliss/
Adrian Swinscoe: https://www.linkedin.com/in/adrianswinscoe/
Joseph Michelli: https://www.linkedin.com/in/josephmichelli/
Bob Thompson: https://www.linkedin.com/in/customerthink/
Shep Hyken: https://www.linkedin.com/in/shephyken/
Steve Towers: https://www.linkedin.com/in/stevetowers/

3. Blog Updates: How frequently do these top-ranked blogs update their content, and what is their articles’ typical length or depth?

Usually, it is easy to read one-pager, and sometimes, it connects with more in-depth resources. Some blog posters are frequently posted on Linked In and other social platforms like Instagram, X (formerly Twitter), and Facebook.

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 – the simultaneous ability to increase revenues, decrease costs, and enhance service – through the CEMMethod® 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.
Steve’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/

How Customer Service and Customer Experience Can Boost Your Business Results: The Ultimate Guide

a man standing in front of the bar counter
Photo by Thirdman on Pexels.com

Customer service and customer experience are often used interchangeably, but they differ.

Customer Service is providing support and assistance to your customers before, during, and after they purchase your products or services.

Customer Experience is the overall impression and perception that your customers have of your brand based on their interactions with you across all touchpoints and channels. Customer service is a part of the customer experience, but not the only one.

Why are customer service and customer experience important for your business?

Because they can make or break your relationship with your customers and, ultimately, your business results.

According to a report by PwC, 73% of consumers say that customer experience is a critical factor in their purchasing decisions, and 32% of consumers say they would stop doing business with a brand they loved after one bad experience.

On the other hand, 86% of consumers say they are willing to pay more for a great customer experience, and 65% of consumers say that a positive experience with a brand is more influential than great advertising.

So, how can you provide excellent customer service and customer experience to your customers, and reap the benefits of increased customer retention, loyalty, advocacy, and revenue? Here are some tips and best practices to help you:

1. Understand your customers’ needs, preferences, and emotions.

The first step to creating excellent customer service and experience is knowing who your customers are, what they want, how they feel, and what they expect from you. You can use various methods to gather customer insights, such as surveys, feedback forms, interviews, focus groups, social media, analytics, and customer journey mapping. Customer journey mapping is a powerful tool that helps you visualise and understand your customers’ journey from their first contact with your brand to their post-purchase behaviour and identify the pain points and opportunities along the way.

2. Design and deliver a seamless and personalised customer experience across all touchpoints and channels.

The next step is to use the customer insights you have gathered to design and deliver a customer experience that is consistent, convenient and customised for your customers across all touchpoints and channels, such as your website, mobile app, email, social media, phone, chat, in-store, etc. You can use various techniques to enhance your customer experience, such as user interface design, user experience design, content marketing, personalisation, omnichannel integration, etc.

3. Provide proactive and responsive customer service to your customers before, during, and after they purchase your products or services.

The third step is to provide customer service that is proactive and responsive, meaning that you anticipate and address your customers’ needs and issues before they arise, and respond to them quickly and effectively when they do. You can use various tools and platforms to improve your customer service, such as chatbots, live chat, self-service portals, knowledge bases, FAQs, social media, phone, email, etc.

4. Measure and improve your customer service and customer experience over time.

The final step is to measure and improve your customer service and customer experience over time by collecting and analysing customer feedback, satisfaction, loyalty, advocacy, and other metrics, such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), Customer Lifetime Value (CLV), etc. You can use various methods to collect and analyse customer data, such as surveys, feedback forms, reviews, ratings, testimonials, referrals, social media, analytics, etc. You can then use the data to identify the strengths and weaknesses of your customer service and customer experience and implement actions to improve them.

5. Customer service and customer experience are a marriage made in heaven

Because they aim to create a positive and lasting relationship with your customers and boost your business results. By following the tips and best practices above, you can provide excellent customer service and customer experience to your customers and enjoy the benefits of increased customer retention, loyalty, advocacy, and revenue. Customer service and customer experience are not optional but essential for your business’s success.

Start today and transform your customer service, customer experience, and business.

Join us at: https://bit.ly/GCCACXP

The BPGroup Accredited Customer Experience Masters® (ACXM) Program takes BPM & CEM Training to an entirely new level.

Become an Accredited Customer Experience Master (ACX Master®) through learning and experiencing the most practical, successful and proven toolkit for customer-centric change

Join us at: https://bit.ly/GCCACXP

For 2023…

> New Case Studies > 60+ takeaway techniques > 90+ help videos > Fully revised CEMMethod (version 14) > CX Rating (4E’s) integration > All material provided > Dedicated Professional User Group > Ongoing webinars

The Accredited Customer Experience Professional/Master difference

This premier series is designed for those seeking advanced professional skills in customer experience and process management, CX improvement, CX alignment, customer centricity, and innovation.
These are the Outside-In Customer Experience Management, BPM Methods, and Techniques that Deliver!

  • Uncover CX/Process Improvement opportunities in just hours
  • Identify Actions that will improve customer experience and associated processes by 15% to 40% within 20 days of deployment
  • Integrate and Evolve methods such as BPM, Lean, Six Sigma and Operational Excellence to Outside-In thinking and practice
  • Delight your Customers (making them your greatest advocates) through Successful Customer Outcomes and Customer Experience Management
  • Innovate to compete, set the market trend and even dominate your industry
  • Advance Net Promoter Score and Customer Satisfaction to the next level
  • Release significant costs, improve revenues and enhance service (win the Triple Crown) immediately

Hopefully, we will see you soon!
Register here: https://bit.ly/GCCACXP