Are you looking for a way to enhance your customer experience? Do you want to become a qualified Accredited Customer Experience Master?
Look no further than our 4-day online live program! Our program introduces and coaches you with ‘state of the art’ tools and techniques from the CEMMethod, a proven, tried and tested approach to enhancing customer experiences.
You will complete offline exercises, ideally based on your work, and on successful completion of ten exercises, you will become a qualified Accredited Customer Experience Master®.
Through your work you will then immediately be able to deliver the Triple Crown of benefits – lowering costs, growing revenues, improving service and increasing customer loyalty.
Imagine having the ability to deliver exceptional customer experiences through your organization’s processes, people, and systems. Our program connects you with the means to do just that. You’ll have access to the latest insights and strategies to take your customer experiences to the next level.
Join over 140,000+ professionals who have already taken the first step towards becoming Accredited Customer Experience Masters. Sign up for our 4-day online live program today and start transforming your customer experience success!
Customer Experience Frequently Asked Questions – the first we look at is ‘What is Customer Experience Management?”
This and eleven other Frequently Asked Questions associated with Customer Experience Management are discussed with supporting videos and decks at www.bpgroup.org/cxfaq.html
So what exactly is Customer Experience Management (CEM)?
Customer Experience Management (CEM or CXM) is a strategic and operational approach commonly used as a competitive differentiator. It involves aligning every aspect of an organisation towards delivering customer needs and successful outcomes no matter how far removed the customer is perceived to be.
Customer journey – what the customer does, expects and feels.
Supporting internal process.
Associated team and hierarchy structures.
Vision, mission & strategy.
Typically, companies who engage in Customer Experience Management activities outperform those who do not.
Customer Experience Management (CEM) is the practice of proactively managing customer interactions, perceptions, and emotions to create positive customer experiences throughout the customer journey.
It involves understanding customer needs, preferences, and expectations and then creating tailored experiences that meet these needs, that are memorable and leave a lasting impression.
CEM also requires connecting the customer experience to the means of delivery, such as the organisation’s people, processes, and systems. This means that CEM requires a comprehensive understanding of the customer journey and ensuring that the organisation’s people, processes, and systems can work together to provide a seamless experience that meets customer needs and expectations. Additionally, CEM requires a focus on developing customer relationships and fostering loyalty by providing ongoing support, feedback, and value
These conferences are great opportunities to learn the latest strategies in customer experience, network with other industry professionals, and gain invaluable insight into the customer experience industry.
Customer experience is an essential part of any business’s success. It involves understanding customer needs and developing strategies to meet those needs. It also involves creating customer-centric strategies, setting customer goals, and measuring customer satisfaction.
Attending customer experience conferences is a great way to learn the latest strategies in customer experience, network with other industry professionals, and gain invaluable insight into the customer experience industry.
Review these 23 top-rated CX Conferences for 2023 to start your journey to become a customer experience expert!
QUESTION 1: Why do so many organizations struggle to become truly customer-centric?
ANSWER: They are using an out-of-date mindset. The thinking is borrowed from the industrial age when optimizing production and throughput was the thing. That way of thinking is about production management, efficiency, effectiveness, and waste elimination. Does that sound familiar? The mindset is not exactly customer focussed.
QUESTION 2: What is (probably) the biggest hurdle to becoming Outside-In and customer-focused?
ANSWER: It is getting passed this industrial age mindset and all the things that come with it. For instance, it is our reward structure. It’s the approach to employee empowerment. Another one is rigid out of date linear processes and systems. I think you get the picture.
Alright, one more concern.
QUESTION 3: If listening to the customer is so important, then what is ‘best practice’ and the emerging next practice?
ANSWER: Often times many companies try to drive forward by only looking in the rear-view mirror. That is by listening to subjective perceptual historic feedback rather than paying attention to every interaction 100% of the time.
The GOOD news is…
In the ACX Masters program, we show you step-by-step how to handle these challenges so you don’t have to Fall into the Bear Pit.
You can get the full scoop and preview here at the BP Group site.
Cheers for now!
There are always more questions than answers 😉 However, in the ACX Masters program, we cover all the bases and provide a set of tools and approaches that enable you to WIN THE TRIPLE CROWN in every CX initiative Join us soon!
[PRESSRELEASE] DENVER, COLORADO – August 31st, 2022
BP Group, the leader and creator of the CEMMethod® in 2006, announced that Multichoice Group Executive Head of Customer Experience and Operations, Roland D. Naidoo, successfully completed all the requirements to qualify as an Accredited OKR Coach fully.
For the full Press Release, go here OR click the button below.
It’s been an honour and privilege to participate and attend the ACX-M course, It was an eye-opener and quite a revelation for me, I became conscious of these important concepts and aspects of customer experience, Thank you for showing us the way. Product Specialist at Laerdal Medical, India
Thank you Steve for the high quality & insightful training you delivered Your innovative approach, critical thinking & up to date case studies facilitated this achievement 👍 Muath Al-Azzam, Principal Services & Operations Specialist at Dubai Municipality
I have to say, every day since I left Denver, I have been able to apply some bit of learning that I got during the ACXM event into not only my job, but my personal life as well. Thank you so much for everything that you’ve done to advance the field of customer experience! Brett Gill, United States
Thank you Steve for another enlightening and engaging course that just keeps challenging the way we do things® Edwin De Lange, South Africa
Thanks again for four great and inspiring days. Christian Becker, Germany
It’s been great training with lots of new tools that we will be able to implement soon I hope. Super interesting information, I am looking forward to reading your book as well. I really appreciated your energy and enthusiasm throughout the training. Silvia Fernandez Calvo, Spain
Let me take this opportunity to thank Mr. Steve. Your teachings are timeless and they stick perfectly and forever in our minds. We shall never forget you wherever we find ourselves on this planet. Thank you so much, Steve 🙏 Benignus Otmar, Tanzania
Thank you, the experience was enlightening, empowering, educating, encouraging, and engaging. Natasha Doren, South Africa
Thank you, Steve, I have never enjoyed anything more than the CX course, The weight of knowledge I gained and the enlightenment that I got is indescribable. Reem Elsadig, Sudan
Thanks, Steve for such an excellent program, the dedicated manner you use to share with us your wonderful knowledge and wisdom in CX, and the time to respond to all our questions! God bless you, thanks a lot! Yanese Angeles, Dominican Republic
You started me out on this journey my friend. Thanks for letting me live out my passion! Molly Redenbaugh, Iowa, United States
Thank you! It’s been an amazing journey and you have been a great mentor. It was an honor taking your class, I am now a confident CPP Master🙏🏾 Masele Masudi Msita, Tanzania
Thank you Steve for your high-quality wonderful Master. I thought the course was brilliant. Thank you for everything. Ashraf Mohamed, Philadelphia, USA
Thanks again, Steve. Not only have you been a fantastic mentor to me but you have taught me how to mentor others. Thanks for being so supportive and getting me through. Chandan Chhabra, Delhi, India
Another fantastic learning, personal and professional development experience with you! Lyall Shapiro, Australia
Do you want to embrace advanced Customer-Centric thinking and become Outside-In?