THIS 4-DAY course MAY CHANGE THE WAY YOU DO PROCESS FOREVER

WITH YOUR COACH STEVE TOWERS & BECOME A CPP MASTER

Four days to become a Certified Process Professional Master (CPPM) https://bit.ly/CPPM2022

#cppmaster #cpp #pmi #certifiedprocessprofessional #bpgroup

The Certified Process Professional Master (CPP Master) program.

Continue reading “THIS 4-DAY course MAY CHANGE THE WAY YOU DO PROCESS FOREVER”

MULTICHOICE SENIOR EXECUTIVE BECOMES THE WORLD’S FIRST FULLY ACCREDITED OKR COACH

[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.

Roland D. Naidoo, OKR Coach

In addition to this CXObession blog, there is now a ‘shorty’ video source at CXManSteve (@cxmansteve) TikTok | Watch CXManSteve’s Newest TikTok Videos

Also reach out for further #CX and #XM resources here: ​https://linktr.ee/stevetowers


Do you want to embrace advanced Customer-Centric thinking and become Outside-In?

How You Can Become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://bit.ly/GCCACXP

Step #2 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #3 – Get the Software:

Parallel | http://bit.ly/Parallel2021

Step #4 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #5 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

How to embrace and apply the key fundamentals of Customer Experience and XM success

When Steve Jobs kicked off the Customer Experience (CX) movement in 1997 (video here), he crystallized the idea of understanding customer NEEDS before doing anything else.

In addition to this CXObession blog, there is now a ‘shorty’ video source at CXManSteve (@cxmansteve) TikTok | Watch CXManSteve’s Newest TikTok Videos

Also reach out for further #CX and #XM resources here: ​https://linktr.ee/stevetowers

At the same time, another CX genius, Jeff Bezos, was three years into creating the most profitable company on the planet and precisely understood the working backwards imperative.

A young fresh-faced Jeff Bezos


There is this Need (even though customers don’t know it yet), and I can create the desire and meet that Need now. The rest is history. Watch the 2-minute video here.

Jeff Bezos

Do you want to embrace advanced Customer-Centric thinking and become Outside-In?

How You Can Become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://bit.ly/GCCACXP

Step #2 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #3 – Get the Software:

Parallel | http://bit.ly/Parallel2021

Step #4 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #5 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Changing While Achieving Stretch Goals (Case study) 👍

It’s difficult to imagine implementing significant change within a large multi-national B2B organisation while dealing with the complexities of COVID and supply chain issues. However, this case study achieves the triple crown of business benefits by increasing revenue, decreasing costs, and significantly increasing value by reducing “time to respond.”

silhouette man standing on road against sky during sunset
Photo by Pixabay on Pexels.com

This organisation achieved outstanding results by taking an outside-in approach to customer outcomes and driving results through goal-driven collaboration. As a result, they were able to expand on a large scale during the COVID period.

Let’s take a look at this case study: https://lnkd.in/dZCqFfDZ

My Big STupid Outside-In Failure

I wasn’t always an expert in Customer Experience and Outside-In

In fact, when I became an Industrial Engineer I didn’t have the first clue about how to deliver Successful Customer Outcomes.

I’m going to share a personal story with you about one of my early failures…

It’s a little embarrassing to share, but I think it will inspire you.

It was a quest of five years looking for a standardized Home Loan process and system for a world-leading bank. My team and I visited 30+ countries, reviewed more than 40 IT suppliers, and talked with other top banks and mutual lenders. We sat down with the best business professors, authors and researchers and attended dozens of events on our quest…

And just as in Monty Python and the Holy Grail we returned home empty-handed. You can imagine the investment of time, energy, and budget to realize there isn’t such a thing as an Ideal Home Loan process and system (despite what the big consultancies and IT vendors had told us).

Our senior executive team in the bank was incredulous. In fact, deep down I doubted my own capabilities, I was exhausted and had failed with one of the biggest projects in the bank’s history. Or so I thought…

That is when the truth hit me square between the eyes. We were thinking of our business in the wrong way. My enlightenment was complete when Steve Jobs, in the same year 1997, said the now immortal words “You have got to start with the Customer Experience and work backwards to the Technology, not the other way around”

I had finally got it – we had to think Outside-In, put the customer at the center of everything, and realize using out-of-date business thinking has no place in the 21st century.

1997 – Apple World Developers Conference

Everything changed for me in May 1997.
Since then I have worked with the world’s leading companies learning and adopting Outside-In as a way of being. 
Trust me, if I can do this so can you.

In fact, you even have it better than me. You can bypass all the trouble I went through by simply learning from my mistakes.

I laid out a safe and sensible plan for you here: https://bit.ly/GCCACXP

The one you love…

What do you most admire in the ones you love? Remind yourself that is one of the many reasons you love them, whether it is a partner, child or stranger. Think about that and enjoy the feeling.

Steve Towers

Thoughts for your CX Day

Being uncomfortable should be comforting as it demonstrates you are in a change state. Learn to foster discomfort and make it your friend, It is indeed wise counsel.

Steve Towers

What do you most admire in the ones you love? Remind yourself that is one of the many reasons you love them, whether it is a partner, child or stranger. Think about that and enjoy the feeling.

Steve Towers

You are only as good as the way you feel. That’s why you need to focus on things that make you feel good. What is the one thing that today could make you fell grateful? Then you will feel good.

Steve Towers

How to understand and apply the key fundamentals of Customer Experience success

When Steve Jobs kicked off the Customer Experience (CX) movement in 1997 (video here), he crystallized the idea of understanding customer NEEDS before doing anything else.

At the same time, another CX genius, Jeff Bezos, was three years into creating the most profitable company on the planet and precisely understood the working backwards imperative.

A young fresh-faced Jeff Bezos


There is this Need (even though customers don’t know it yet), and I can create the desire and meet that Need now. The rest is history. Watch the 2-minute video here.


Do you want to embrace advanced Customer-Centric thinking and become Outside-In?

How You Can Become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://bit.ly/GCCACXP

Step #2 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #3 – Get the Software:

Parallel | http://bit.ly/Parallel2021

Step #4 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #5 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Five insights from the Customer Experience icons we should all Act on.

Do you want to embrace advanced Customer-Centric thinking and become Outside-In?

How You Can Become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://bit.ly/GCCACXP

Step #2 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #3 – Get the Software:

Parallel | http://bit.ly/Parallel2021

Step #4 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #5 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

What Rests, Rusts. Step Up to the Bright, Shiny New Accredited Customer Experience® Program

Delivered by Been There and Done It Professionals for Professionals

Australia & Oceania | Americas | South Africa | Europe | GCC – Middle East

The ACX Program features the Accredited Customer Experience Professional®
(ACXP® 2 day x 5 hours per day)
LIVE online INTERACTIVE

The ACX Professional & ACX Master program

Australia & Oceania | Americas | South Africa | Europe | GCC – Middle East

The ACX Program also includes Accredited Customer Experience Master®
(ACXM® 4 day x 5 hours per day)
LIVE online INTERACTIVE

Australia & Oceania | Americas | South Africa | Europe | GCC – Middle East

Australia & Oceania | Americas | South Africa | Europe | GCC – Middle East

Australia & Oceania | Americas | South Africa | Europe | GCC – Middle East

Australia & Oceania | Americas | South Africa | Europe | GCC – Middle East

Australia & Oceania | Americas | South Africa | Europe | GCC – Middle East


Testimonials… hear what others say…

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?

How You Can Become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://bit.ly/GCCACXP

Step #2 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #3 – Get the Software:

Parallel | http://bit.ly/Parallel2021

Step #4 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #5 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Busting That Silo Working Mentality

This time we feature a nice short video from the CX Rockstar James Dodkins.

A quick google search on ‘Silo working’ reveals 37.1 Million finds and this is not a new topic. Hammer and Champy were not the first to raise the issue in 1993, but they were early advocates of sweeping away that silo thinking in ‘Reengineering the Corporation’ with their cry of ‘Don’t Automate, Obliterate!’

The Silo Mentality as defined by the Business Dictionary is a mindset present when certain departments or sectors do not wish to share information with others in the same company. This type of mentality will reduce efficiency in the overall operation, reduce morale, and may contribute to the demise of a productive company culture.

Do you want to embrace advanced Customer-Centric thinking and become Outside-In?

How You Can Become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://bit.ly/GCCACXP

Step #2 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #3 – Get the Software:

Parallel | http://bit.ly/Parallel2021

Step #4 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #5 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation