Congratulations to Ridwan Gattoo ACX Mentor

Congratulations to a newly qualified ACX Mentor Ridwan Gattoo in South Africa! Having qualified through the ACX Professional, ACX Masters and now the ACX Mentor Ridwan has passed all the tests to be a qualified ACX Mentor.

Congratulations Ridwan!

Find out more about the Certification and Accreditation programs at the https://www.bpgroup.org – Online and Inclass, Customer Experience, Process Management, Outside-In and customised to your needs.

Connect with Ridwan at:
https://www.linkedin.com/in/ridwan-gattoo-7ba8b883/

It is the end of the world as we know it… but I feel fine

The following from C. S. Lewis was written in 1948 after the dawn of the atomic age. Just substitute COVID-19 for the Atomic bomb and you will get the shivers.

In one way we think a great deal too much of the atomic bomb. “How are we to live in an atomic age?” I am tempted to reply: “Why, as you would have lived in the sixteenth century when the plague visited London almost every year, or as you would have lived in a Viking age when raiders from Scandinavia might land and cut your throat any night; or indeed, as you are already living in an age of cancer, an age of syphilis, an age of paralysis, an age of air raids, an age of railway accidents, an age of motor accidents.”

In other words, do not let us begin by exaggerating the novelty of our situation. Believe me, dear sir or madam, you and all whom you love were already sentenced to death before the atomic bomb was invented: and quite a high percentage of us were going to die in unpleasant ways. We had, indeed, one very great advantage over our ancestors—anesthetics; but we have that still. It is perfectly ridiculous to go about whimpering and drawing long faces because the scientists have added one more chance of painful and premature death to a world which already bristled with such chances and in which death itself was not a chance at all, but a certainty.

This is the first point to be made: and the first action to be taken is to pull ourselves together. If we are all going to be destroyed by an atomic bomb, let that bomb when it comes find us doing sensible and human things—praying, working, teaching, reading, listening to music, bathing the children, playing tennis, chatting to our friends over a pint and a game of darts—not huddled together like frightened sheep and thinking about bombs. They may break our bodies (a microbe can do that) but they need not dominate our minds.

— “On Living in an Atomic Age” (1948)

Chilling eh? And hopeful too!
It is the end of the world as we know it… REM would be a good bash on the last night perhaps?
https://www.youtube.com/watch?v=8OyBtMPqpNY

OutsideIn goes ONLINE with Steve Towers

Hey, Steve here,

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,

Steve Towers

Transformation 2020 version

30-minute keynote shares the future.

Did you see the Dare! the best selling book launch in February? It features the story of the transformation of Apa Nova, a Veolia company, based in Romania. It is a great story – you can access the book here – https://www.amazon.co.uk/DARE-Behind-Business-Transformation-Project/dp/1916312004/httpwwwstevet-20

In addition, the authors participated in a conference to discuss and share the secrets of success. Here is my keynote from that event.


Join us for the hands-on workshops that provide the latest techniques and method to transform you and your business www.bpgroup.org

Customer Obsession

We can learn a lot from Jeff Bezos. 60 seconds may be enough when you understand how he creates success.

I am still perplexed that so many folks seek to justify the failure of once-great companies like Nokia, Motorola, Blockbuster and Circuit City as being complex.

It wasn’t complicated and still isn’t to understand the reasons why they crashed and burned. It is in fact pretty simple. If you lose the connection between yourselves and customer success you will fail fast. All the best leadership, innovation and culture crumbles if you are not delivering #successfulcustomeroutcomes. However, don’t take my word for it – let’s hear it from the maestro himself

Learn more about embedding ‘next practice’ into your work and organisation by joining us at one of our upcoming courses at www.bpgroup.org

This works way better than any tips or techniques…

Hi – Steve here 🙂

I’m a real sucker for great new tips, techniques, tools, shortcuts, “hacks” and other quick ways of getting better results from our processes and customer experiences.

But the truth is that the big wins don’t come from tips or tricks.

They come from getting the fundamentals right. Again and again.

Fundamentals like really understanding your customers (internal and external) so your products and services are what they need (not just what you think they want).

Fundamentals like having understanding the successful customer outcomes before you ever meet or work with them, so your processes and experiences build credibility and trust quickly.

Fundamentals like follow-up and nurturing your relationships so they are top of the priorities when your customers need to change things.

Fundamentals like being able to  “meet” face to face, on the phone, or via a webinar or web page (and by “meet”, I mean help a customer get the best from their experiences and processes, understand their problems, the potential solutions, and decide how to change things to meet ever-changing needs).

Master the fundamentals and the little tips and tricks will improve your results even further.

Get the fundamentals wrong and all the tips, tricks or clever techniques in the world won’t hurt.

– Steve

PS If you’d like to get my very best training, insights and personal support to help you align your processes and experiences for all your customers (internal and external), why not join me for my new ONLINE training program? Click here for more details.

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

INTRODUCING… the much requested (and anticipated) now available ONLINE Outside-In training.

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

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

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

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


Steve Towers
www.stevetowers.com

LinkedIn
https://www.linkedin.com/in/stevetowers/

BP Group
www.bpgroup.org

Steve Towers Masterclass comes to Denver

Online pre and post Masterclass meets

I will be in the room for you every step of the way. Whether you signup for the one or two day option there is a preliminary video and optional signup Zoom meeting. Post-session we schedule an online meet to review progress and answer questions.  

How learning by doing with real case studies is central to the Masterclass

With genuine case studies you will apply your own challenges in the session to actually take away not just the HOW but the WHAT you do.

Click the image or jump straight to more details and the registration options.

Steve Towers
www.stevetowers.com

LinkedIn
https://www.linkedin.com/in/stevetowers/

BP Group
www.bpgroup.org


The pioneer of all things Outside-In?

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.

James Dodkins aka CX Rockstar has many similar takes over at rockstar.cx

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.


Other Outside-In resources to Explore

Steve Towers
www.stevetowers.com

LinkedIn
https://www.linkedin.com/in/stevetowers/

BP Group
www.bpgroup.org