Learn the 8 questions that transform your Customer & Employee Experiences forever

FREE webinar from the BP Group
Access this FREE webinar featuring the OUTSIDE-IN STRATEGIC MATRIX (OISM) and the SUCCESSFUL CUSTOMER OUTCOME CANVAS (SCOC)

Access this powerful toolkit with downloadable templates to use immediately.

Keeping it Simple works best

What will they do for me?

Change your perspective to looking at your life and work to the Outside-In (the way guys like Jeff Bezos and Gary Vaynerchuk do). You will probably never think of the world in the same way again.

Signup here now – https://cemnext.com/customergame

Here are some of the testimonials that talk about the approaches:
You have impacted the lives of many of us in the Business Process Management community, in a big way in our career journey. Our success can be attributed to your insights on Outside-In Thinking and Customer Experience, among others.
Mashaba Mulaudzi, Manager Process Innovation, South Africa

What an amazing journey to Accredited ACX Coach,
this experience has completely transformed how we measure, collaborate, communicate and innovate with the customer in mind. Keen to guide the next willing souls on this journey.
Durrel Ramrathan, ACX Master Coach

A year after CPP training in London just wanted to shoot a note of my continued gratitude. Hope to remain involved in the CX events and work with you again..that training was beyond invaluable.
Juliana Coates – Member Services, University of Albany, New York

I’m writing to endorse BPGroups Certified Process Professional Masters program. It completely changed the way I think about a process.

Steve Towers and the BP Group taught us amazing secret techniques of process improvement. The program provided me with the ability to apply all the learnings immediately after the training. Very effective training with a wealth of knowledge to share. This is a must training for everyone who’s interested in making a process better!
Maria T Ferreira AVP – Client Experience Process Improvement at Citi

Signup here now – https://cemnext.com/customergame

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.

Customer Centricity Awards North America

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/

#judge #awards #innovation #customerexperience #ARCETGlobal #customercentricity #dallas #texas

Customer Obsession v. Customer Focused

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.

Contact Gibson here.

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


https://londonstevetowersmasterclass.eventbrite.com

Steve Towers
www.stevetowers.com

LinkedIn (24K followers)
https://www.linkedin.com/in/stevetowers/

BP Group
www.bpgroup.org

James Dodkins
www.jamesdodkins.com

The Accredited Customer Experience Master (ACXM ™)

Coming soon to a city near you 🙂
>> 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® (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

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 “can you explain to the CEO what this stuff is, why it is different, and how it reframes the work we do?”. 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. ‘Google trends’ 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 ‘Customer Experience,’ 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 – 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 ‘Reading Challenge’ 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™.

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.