BIG ANNOUNCEMENT! The ACXS™ training and certification program is now available online. Get instant access to 25 video lessons and become certified as an Accredited Customer Experience Specialist – the first choice certification for CX disrupters.
You will learn how to connect with your customers at a deeper level, understand their expectations, where they came from and how to change them, uncover hidden needs, articulate ‘Successful Customer Outcome’ statements and build ideal experiences that deliver on these things.
Measure the CX6, calculate Return on Experience Investment, implement Proactive Experience Recovery, learn how to redefine CX in your company…and much, much more.
Things are a bit crazy right now, we’re all stuck at home, we’re all looking for ways to make the most of our time, we’re all trying to be as productive as possible – Why not become an Accredited Customer Experience Specialist Online, On-Demand, On Your Terms?
Use code ‘special50’ to get a massive 50% discount, taking lifetime access to the training down to from £860 to only £430!
And if that wasn’t good enough you can spread the payments out over 4 crazy low payments of just £107.50
4 Minute overview of the content of the 6 sessions over 6 weeks at 3 hours per week
Hi Steve here, as an aside I first ran these sessions in December last year and they were very well received, despite being on a Sunday, so ignore my comment in the first few seconds about Sunday because they are through the week as well.
You will join for 3 hours per week in a live interactive video call and put to work the techniques I review in the video. Immediately usable with colleagues (near or far) you will innovate new approaches to work as we all grapple with our new normals.
Available across the planet in time zone friendly sessions – watch the overview and click the links below to review the detail and register.
We all know times are difficult so I wanted to use the current challenges of many of us in self-isolation to our collective advantage and launch a spiffy online series of sessions focused on the very latest ‘Next practices’ to complement your customer experience/process certification.
Steve keynoting in Romania in March 2020
For the first time ever, I’ll be teaching Outside-In 2020 Vision Workshop starting soon with SIX sessions over SIX weeks, and then a Bonus seventh session.
This training will be held online in a live weekly interactive video class. You’ll get your questions answered, see live-action, and practice with others. Each week will be about 3 hours.
If you’ve already found value in customer experience and process thinking, and want to go farther, I hope you join these sessions.
DATES for the Six LIVE Sessions
(and timezones)
South Africa – Register Here Now >> Monday: April 6, 13, 20, 27 May 4, 11 <<
Australasia – Register Here Now >> Tuesday: April 7, 14, 21, 28 May 5, 12 <<
USA – Register Here Now >> Wednesday April 8, 15, 22, 29 May 6, 13 <<
Europe – Register Here Now >> Thursday April 9, 16, 23, 30 May 7, 14 <<
PRICES Session One Only (to test if this works for you) USD 97 AUD EURO Session 1-6 (early bird) USD 297 AUD EURO Session 1-6 USD 597 AUD EURO
Explore Deeper Outside-In
This will be an opportunity for people already using the CEMMethod to go farther and to systematically explore significant areas of process and customer experience transformation. Working together as a group we can learn from and be inspired by each other, as well as gain from Steve’s experience.
We will learn…
New Outside-In principles.
New methods and formats.
Learn more about advanced Outside-In practices.
How to deal with challenges we’ve encountered – in our own work and with the people in our organisations.
Learn and begin to deploy the Outside-In Customer Performance Landscape. This is a powerful tool that literally connects the dots of everyone and everything an enterprise does.
How to integrate the different approaches and formats into a single approach.
Woven into the teaching, we’ll have the opportunity to explore unexpected aspects of Outside-In and the CEMMethod as they emerge.
Because this work is operating on a different level than most of us are accustomed to, frequently small (or big) “misunderstandings” on the part of the unconscious mind can hold us back — until our system “gets it.” We will explore how to identify these “misunderstandings” and how to create new insights and “aha” moments. DATES for the Six LIVE Sessions (and timezones)
South Africa – Register Here Now >> Monday: April 6, 13, 20, 27 May 4, 11 <<
Australasia – Register Here Now >> Tuesday: April 7, 14, 21, 28 May 5, 12 <<
USA – Register Here Now >> Wednesday April 8, 15, 22, 29 May 6, 13 <<
Europe – Register Here Now >> Thursday April 9, 16, 23, 30 May 7, 14 <<
My personal interest in teaching this
From my experience so far, I believe thinking and practising Outside-In has the potential to guide each of us individually on a path that is transformative. And because it brings more wisdom, clarity, compassion, and humour, it can bring needed healing and transformation to our world.
I would like to support those wanting this deep transformation, and those wanting to coach others, to have the skills and experience that will make this possible. That’s the purpose of this Advanced Outside-In Training for 2020.
I’ll be including as much as I can fit in of what I’ve learned over the past two decades exploring this work in my own life.
Seeing Outside-In online soon
Live Online Video Training
This will be an online course, so you can participate from any location. We’ll have interactive video, so it will be much like in-person training — except you won’t have any travel costs.
A big benefit from this course will be participating in the paired exercises with coaching available. Each exercise will take us into different Outside-In territory.
Training Dates & Times
We’ll meet approximately 3 hours, once a week, for 6 sessions. After the training, there will be a bonus coaching session to help integrate the learning. DATES for the Six LIVE Sessions (and timezones)
South Africa – Register Here Now >> Monday: April 6, 13, 20, 27 May 4, 11 <<
Australasia – Register Here Now >> Tuesday: April 7, 14, 21, 28 May 5, 12 <<
USA – Register Here Now >> Wednesday April 8, 15, 22, 29 May 6, 13 <<
Europe – Register Here Now >> Thursday April 9, 16, 23, 30 May 7, 14 <<
PRICES Session One Only (to test if this works for you) USD 97 AUD EURO Session 1-6 (early bird) USD 297 AUD EURO Session 1-6 USD 597 AUD EURO
How this Online Training Works
The training will happen online through Zoom.
This will be an extended training, meeting approximately 3 hours, once a week, for 6 sessions. Each session we’ll learn at least one new format. As with the live training, I’ll demonstrate each new method, you’ll be able to practice each method, and we’ll have time for discussion afterwards.
We’ll be able to include everyone’s video feed so that we can see and hear each other. When I’m talking you’ll see and hear me. Then when I do a demonstration, you’ll be able to see me and the work I am doing. When there’s a discussion, we’ll be able to see who is sharing.
We’ll be able to do exercises in pairs, by using Zoom’s “room” feature. Each pair will have their own “video room” to do the exercise, and you’ll be able to raise your hand and call me into your room if you want coaching assistance. Once the exercise is done we’ll return to the meeting as a group.
Access the recordings of the sessions, anywhere anytime to suit your Needs.
Recordings You Can Review Each training session will be recorded, and you’ll have the opportunity to view the recording as many times as you like in between sessions. If you have to miss a session, you can catch up by viewing the video. The recordings will remain available (to training participants only), until 2 weeks after the last training session.
Extra Support Included in this training, I’m offering a follow-up group coaching session, (meeting online and recorded), just for participants in this training. The intention of this coaching session is to support you in integrating your new learnings about Outside-In, in your life and your ongoing practice. You’ll be able to share how things are going and ask questions about challenges, or anything else.
Who is Eligible If you’ve already found value in customer experience, process thinking or Outside-In, and want to go farther, I do hope you will join us on this exciting journey. Of course, if you have gone on further to become a Master or Champion this training will help you be even more effective. Check with us if you have any questions.
DATES for the Six LIVE Sessions (and timezones)
South Africa – Register Here Now >> Monday: April 6, 13, 20, 27 May 4, 11 <<
Australasia – Register Here Now >> Tuesday: April 7, 14, 21, 28 May 5, 12 <<
USA – Register Here Now >> Wednesday April 8, 15, 22, 29 May 6, 13 <<
Europe – Register Here Now >> Thursday April 9, 16, 23, 30 May 7, 14 <<
PRICES Session One Only (to test if this works for you) USD 97 AUD EURO Session 1-6 (early bird) USD 297 AUD EURO Session 1-6 USD 597 AUD EURO
Technical Requirements To participate you’ll need access to the internet, and have a computer or laptop with a webcam. We’ll ask you to participate in a very brief set up a meeting ahead of time, to make sure you can log into the meeting successfully.
Investment: $297 EARLY BIRD – $597 FULL PRICE – Register Here Now This includes…
the online course of 6 sessions,
the 1 follow-up coaching session, and
access to video recordings during the training period
an advanced copy of my new book ‘Outside-In 2020 vision’
access to a dedicated and exclusive WhatsApp Outside-In group
certification and accreditation
lifetime access to The Experience Manager
Because this is an extended training, after each session if you have suggestions or questions you’d like me to address at the next meeting, you can email or WhatsApp them to me.
DATES for the Six LIVE Sessions (and timezones)
South Africa – Register Here Now >> Monday: April 6, 13, 20, 27 May 4, 11 <<
Australasia – Register Here Now >> Tuesday: April 7, 14, 21, 28 May 5, 12 <<
USA – Register Here Now >> Wednesday April 8, 15, 22, 29 May 6, 13 <<
Europe – Register Here Now >> Thursday April 9, 16, 23, 30 May 7, 14 <<
PRICES Session One Only (to test if this works for you) USD 97 AUD EURO Session 1-6 (early bird) USD 297 AUD EURO Session 1-6 USD 597 AUD EURO
Group Size: We’ll be limiting the group size, so register soon if you want to be sure to have a seat at the ONLINE table.
If you’ve already found value in Customer Experience, Process Management or Outside-In, and want to go farther, I hope you join this training.
I am very much looking forward to it and meeting with you soon,
The online ACX Masters program gives Customer Experience and Business Transformation leaders the opportunity to go beyond surface-level presentation and get hands-on, practical takeaways to enable their own successful, business-wide transformations.
Attracting 100,000+ global professionals for those handling seismic business change, this Masterclass provides a Fast track look into customer experience management, change, leadership, BPM and CX space, and the challenges that leading industry professionals are overcoming, both on a macro and micro level.
Gain the insights from the 2020 Amazon Number One bestseller, ‘Dare! Behind The Scenes Of The Best Business Transformation Project In The World.’ And how large and small organizations can transform their people, processes and performance rapidly with an inclusive approach that delivers successful business and customer outcomes.
Coming to London in March and will blow your #cx and #ux socks off!!
And this keynote is sponsored by the new platform that transforms the way you approach #process and #customerexperience forever. Sign up for a free account at www.theexperiencemanager.com
I am returning to #England for my annual Steve Towers #masterclass in #london#cuxtomerexperience#cx#process#acxs#acx#ccxp Don’t be shy, come and learn the latest, greatest techniques as practised by companies like #amazon#zara#zappos and #emirates https://londonstevetowersmasterclass.eventbrite.com
Recently qualified Masters enjoy the photocall in Orlando
We are bringing to the table the newest innovations and hands-on methods to immediately deliver success on your return to work. Yes, these sessions are fun, and what with London just before Christmas, what is there not to like?
And hey if you have already done one of our coaching events ping me and I can arrange a loyalty discount 😉 There’s a mountain of new stuff as we launch #theexperiencemanager and #cemmethod version 12.
I am proud to officially announce my participation as one of the judges at the “North American Customer Centricity Awards” organised by Arcet Global.
Hosted in Dallas, Texas, this event showcases the best in
customer experience and leadership across North America. Sharing ‘next’
practice, case studies and learning from each other’s success across a wide
range of sectors.
I will be joining several senior judges and very much excited and looking forward to assessing the submissions from some of the worlds leading customer-centric companies. https://customercentricityawards.com/awards/
Jeff Bezos encourages us to become Customer Obsessed (see video snippet) however Netflix’s journey to CX Obsession is less well known.
Here is an extract from a great article (link below):
From Gibson Biddle, former VP at Netflix and CPO at Chegg In 2005, as I joined Netflix as VP of Product, I asked Reed Hastings, the CEO, what he hoped his legacy would be. His answer: “Consumer science.” He explained, “Leaders like Steve Jobs have a sense of style and what customers seek, but I don’t. We need consumer science to get there.”
Gibson Biddle, Former VP at Netflix
Reed’s aspiration was that the Netflix team would discover what delights customers through the scientific process. Forming hypotheses through existing data, qualitative, and surveys, and then A/B testing these ideas to see what works. His vision was that product leaders at Netflix would develop remarkable consumer insight, fueled by results and learning from thousands of experiments.
During my time at Netflix, and later at my next startup, Chegg, I learned to move from customer focus to customer obsession. In doing so embraced Reed’s notion of consumer science. Here’s how I think about the transition:
The full article here is great testimony to moving away from the soft and fluffy version of Customer Experience. Let’s get more scientific about Customer Experience.
Who started #customerexperience ? Well, there has always been a customer experience, however, it is only in the last 20 years that companies have realized the need to get scientific about shaping and innovating #CX. Who was the pioneer that did that first? And in doing so shifted the emphasis from Industrial Age thinking to Outside-In practice. Let’s jump into the time machine and rediscover Steve Jobs back in 1997.
Moving from Product to Customer-Centric
Back then it wasn’t understood that designing Customer Experiences and delivering Successful Customer Outcomes went way beyond being product-centric. Steve Jobs anticipated this shift towards customer-centricity, and evolved Apples approach to rapidly shift to Outside-In strategy and operations.
Many of the concepts we accept, such as defining the customer experience from the customers perspective, and not the organizations, were developed in the cauldrons of Apple mountain. In fact, one of the key techniques within the CEMMethod™ was initially referred to as the ‘Apple Innovation Approach’.
Why so many still get it wrong
Here’s a great mini video explaining the difference in viewpoint Inside-Out v. Outside-In.
The CX Rockstar tells us why many get the definition of CX wrong.
We saw that at work in Outside-In design of products like the original iPod, the iPhone and the iPad. Now taken for granted the last century was a mish mesh of competing chunks of technology (think the early MP3 players) that often required an MSc to understand the menu system and driver updates.
It isn’t what they want, it is what they NEED
Nowadays the major consumer product companies understand the requirement to articulates the needs of customers, and only then design products that meet those needs. That is Outside-In in action.
You would be right in saying he was the pioneer of Outside-In.
If you would like to dig deeper I talked about the difference in approaches of Industrial Age v. Customer Age/Outside-In in this article.
This item has caused quite a stir over at LinkedIn, you can join that discussion here.
