The Accredited Customer Experience Master (ACXM ‚ĄĘ)

Coming soon to a city near you ūüôā
>> UPDATE: Just added DENVER ACXM in September <<
Johannesburg | Orlando | Dubai  | Dubai  | Sydney  | New York  | Denver | Washington DC |  Washington DC Champs | London

Upgrading your skills and delivery for 2018 will determine your success.
Advance beyond functional industrial age thinking to Outside-In customer-centric practices. Tried and tested this program is a direct descendant of the CPP program with now over 90,000 qualified individuals across 116 countries.

So if understanding and applying the techniques and methods deployed in Apple, Amazon, Zappos, Zara, Emirates and BMW compels you to adopt the ‘next practice’ approaches come and join us in a city near you through 2018:

Johannesburg ACXM

Orlando ACXM

13-15 March 2018

26-29 March 2018

Dubai Masters ACXM 8-11 April 2018
Dubai UAE ACX Champion 15-17 April 2018
Sydney ACXM 28-31 May 2018
New York ACXM 10-13 Sep 2018
Denver ACXM

Washington DC ACXM

17-20 Sep 2018

9-12 Oct 2-18

Washington DC ACX Champs 15-17 Oct 2018
London ACXM 10-13 Dec 2018

Here’s someone who enjoyed the session:

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

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

For 2018…

> New Case Studies > 60+ takeaway techniques > 90+ help videos > Fully revised CEMMethod (version 11) > 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

See more information here, or book directly to a city of your choice:
Johannesburg | Orlando | Dubai  | Dubai  | Sydney  | New York  | Denver | Washington DC |  Washington DC Champs | London

 

Hopefully, we will see you soon!

What do you mean when you say ‘Outside-In’?

Outside-In is a regular theme during most of my keynotes, not least this last week here in Florida. A question asked from the floor related to the 30-second elevator test ‚Äúcan you explain to the CEO what this stuff is, why it is different, and how it reframes the work we do?‚ÄĚ. I guess I was about to fudge and say this needs more than 30 seconds, and then remembered my two-slide explanation!
So, for those guys looking for a simple explanation, these two slides will do the job. I have put a bit of narrative in there also.

120+ in Florida at the keynote, 16 January 2018

Steve Towers Florida keynote
Florida keynote to top team of major global industrial corporation

The old, industrial-age traditional way of doing business.
We make products (and services). We look for the market to sell them in. We segment customers by circumstance and pitch our products to those segments. We add variations to the products to better fit certain niche segments. We build back-end systems and digital capabilities in this increasingly complex world. We are rigid, functionally oriented and abhor change.

Old Industrial Age thinking model

 

The new Outside-In customer-centric way.
We identify the customers we would like to do business with. We understand their needs (even when they may not know them themselves) and specific Successful Customer Outcomes (SCO’s).
We categorise customers by need. We then create the capability to deliver to these categories the SCO’s (both products, people and digital). Progressively we manage new and existing customer expectations to deliver success without exception. We are agile, innovative and attuned to 21st century needs.
21st century Outside-In business model

Let me know if this works for you.

Ciao, Steve

For the curious, the original slides came from a deck presented as a keynote in Sydney, Australia 3 years ago.
You can access that here:  http://bit.ly/SydneyPEX

Get the inside track with Customer Experience thinking and practice

The once favorite topic for improving business performance was Lean Six Sigma, however, the last two years have seen the ascendancy of Customer Experience (CX) as a¬†focus for top teams. ‚ÄėGoogle trends‚Äô is a good barometer of emerging interests and this graph demonstrates increasing interest in CX (blue) compared with LSS (red).¬†


Curiously the largest interest in industrial age improvement techniques like Lean and Six Sigma is in non-English speaking countries, whereas Customer Experience is strongly represented in North America, UK, Australia and South Africa.


For those using the search term ‚ÄėCustomer Experience,‚Äô the associated topic list provides additional insight into searchers interests. The % trend reflects the growth year on year with ‘Omnichannel’ and ‘Digital data’ seeing explosive growth.

By way of additional information, a search with Epictions focused on Articles produces these top three pieces in the last three months on the theme of ‘Customer Experience ‚Äď Omnichannel’.

1.  The Future of Car Sales Is Omnichannel (Bain & Co)

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

2.    Your Omnichannel Reading Challenge (Genesys)

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

3.¬†¬†Omnichannel Study: Now’s Your Chance to Get Ahead of the Competition for the Holidays (Marketingprofs)

https://www.marketingprofs.com/articles/2017/33005/omnichannel-study-nows-your-chance-to-get-ahead-of-the-competition-for-the-holidays

The ‚ÄėReading Challenge‚Äô provides an opportunity to dig deeper with some surprising reads available related to employee engagement and the very latest customer trends.

In the BP Group, we have codified the very best practices of CX leaders in and around Customer Experience into the CEMMethod‚ĄĘ.

If you would like to find out more about how to access this learning please visit us at www.bpgroup.org or drop by at www.stevetowers.com

Data and information shared with thanks to Google and Epictions.

PEX Week USA 2015 – 10/10 for effort guys

The event in Orlando during 2015 brought together people from process, customer and technology to celebrate the latest advances in performance excellence. Big theme this year was the inclusion of a dedicated customer excellence track, along with a new Awards category themed around customer centricity.

The measure of success is of course the delegate feedback, and early days reporting suggests the large majority welcomed the latest evolution to a dominated practitioner agenda with supporting workshops and keynotes.

The USA event has sent the bar high for 2015 – if you want to join the fun then consider the following: PEX Week Europe, London, April 27-29

http://www.pexweekeurope.com/ 


PEX events feature the Certified Process Professional program and 40+ delegates attained the CPP Level 1&2. Congratulations to all. More on this soon, meanwhile you can review the CPP Masters events (Levels 1 thru 5) at http://www.bpgroup.org/book-class.html