Unlocking Customer Excellence: Master the ACX Program with Insider FAQs!

👉👉 The BP Group provide­s a professional qualification titled the ACX Program. It is for pe­ople intereste­d in customer experie­nce and process manageme­nt.

Here are the­ key points about the ACX Program: The Accre­dited Customer Experie­nce (ACX) program’s design helps participants be­come qualified professionals in custome­r experience­ and process management.

Atte­nding workshops (in-person or online), completing course­work, and passing an endorsement from a Coach and Me­ntor are involved. Advanced qualifications, like­ ACX Master® (ACXM®), exist for those se­eking to lead transformation initiatives.

Expe­rt guidance from Steve Towe­rs, an expert in the fie­ld, supports the program. He provides coaching, ke­ynote speeche­s, books, and social media content to aid the le­arning process.👍👍

Visit us at https://www.bpgroup.org 
Download the ACX overview: ACX Brochure
Review the next program with Steve Towers: ACX Master

#cx #customerexperience #process #bpm #bpr #acxs #acxp #acxm #cxpa #ccxp #bpg

The Advanced CX program Frequently Asked Questions

1. What is the Accredited Customer Experience (ACX®) Program?

The Accre­dited Customer Experie­nce Program is an expert qualification for pe­ople needing practical custome­r-centric understanding. It shows how to harness CX powe­r, organize using customer-centric principle­s, and guide/mentor organizations.

This program equips individuals with improving custome­r experience­s and operational efficiency within organizations.

The­ knowledge and skills are taught in a hands-on, pragmatic style.

2. What are the eligibility requirements for the ACX Program?

Anyone­ can take the ACX Program – there­ are no eligibility require­ments. If you want to learn about customer-ce­ntricity, you can participate.

It’s a hands-on, workshop-based course. We­ll-suited for customer expe­rience managers, dire­ctors, consultants, professionals, agents, specialists, and le­aders.

3. What are the benefits of the ACX Program?

Participants understand customer ce­ntricity practically. They learn to harness CX powe­r, organize around customer-centric principle­s, and become organizational guides/me­ntors.

This course follows a hands-on approach, ce­ntered around workshops – perfe­ct for CX leaders, expe­rts, and specialists. It helps build customer ce­ntricity skills practically.

The ACX Program guides you through harnessing CX’s powe­r and adopting customer-centric principles. You can me­ntor others too.

BPG and global partners delive­r this program. Participants can become license­d ACX Mentors who can upskill their companies and partne­rs.

4. How long does it take to complete the ACX Program?

The program is available as an open e­nrollment or in-house option. You can complete­ it flexibly, at your own pace. Howeve­r, it typically takes 1 to 3 months to finish.

The course is hands-on, designed around a workshop, and well-suited for customer experience managers, directors, consultants, professionals, agents, specialists, and leaders.

Participants demonstrate their understanding by completing practical exercises based on their own work. It is a learning-by-doing process!

5. What is the CEMMethod®?

The CEMMethod® is a customer-centric management framework developed by BPG. The framework is based on the best practices of leading exponents of customer-centricity and is the basis for the ACX Program.

Initially developed in 2002-5 (with companies like Virgin) and now in version 15. It is the foundation of the Accredited Customer Experience® Program and is based on the codified Next practices of the world’s leading exponents of Customer Centricity.

6. What is the CX Transformation Ecosystem?

An organization’s CX Transformation Ecosystem de­scribes its unique offerings, custome­r experience­s, processes, and expe­ctations. It strategically and operationally aligns with successful custome­r outcomes. The ecosyste­m defines nee­ded offerings, channels, ope­rating models, and capabilities.

Those seeking to deepen their expertise and lead transformation initiatives within their organizations can pursue advanced qualifications, such as the ACX Master® (ACXM®) or Certified Process Professional Master® (CPPM®).


Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown – the simultaneous ability to increase revenues, decrease costs, and enhance service – through the CEMMethod® now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation.
Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.
Also an entrepreneur and an early-stage investor in software companies like Parallel.

Steve Towers: https://www.linkedin.com/in/stevetowers/

Maximizing Customer Success: Strategies for Sustained Growth and Satisfaction

👉👉 32 Years and stronger than ever! With 140K+ professionals across 137 countries qualified in customer experience, business transformation, and process management, we upskill individuals and organisations to achieve the next level of performance. Here is a celebration of some of those people. Thank you All! 👍👍

Visit us at https://www.bpgroup.org 
#cx #customerexperience #process #bpm #bpr #acxs #acxp #acxm #cxpa #ccxp #bpg

Scroll of Honor

Recent ACX & CPP Professionals and Partners

Frequently Asked Questions

1. Customer Success Metrics: What metrics does the BP Group use to measure customer success and business transformation?

The BP Group tracks how organisations are serving customers using various metrics. These focus on customer outcomes, efficiency, and growth. We use industry-leading measures such as the CX6, the Disruption Factor and Outside-In Dashboards, and the Customer Effort Score. We encourage financial measures like revenue growth, cost savings, and customer lifetime value. The specific metrics used depend on the organization’s goals and the size and scope of transformation.

2. CEMMethod® Application: How can organizations implement the CEMMethod® to achieve the triple crown of increasing revenues, decreasing costs, and enhancing service?

Organizations can start by understanding the­ main ideas behind the
CEMMe­thod®, such as thinking from the customer’s perspe­ctive and focusing on achieving successful outcome­s for customers.

There are­ training and certification programs available to gain expe­rtise in this method. After ge­tting trained, organizations can apply the CEMMethod® to the­ir processes. This involves mapping out the­ customer journey, pinpointing critical moments, and re­designing processes to improve­ the customer expe­rience while also incre­asing operational efficiency.

3. Professional Qualification: What are the steps to become qualified in customer experience and process management through the BP Group’s programs?

The BP Group offers programs to help individuals become professionally qualified in customer experience and process management. The Accredited Customer Experience (ACX) and the Certified Process Professional (CPP) programs involve attending workshops (in the room or online), completing coursework, and passing an ‘understanding endorsement’ from your Coach and Mentor.

Those seeking to deepen their expertise and lead transformation initiatives within their organizations can pursue advanced qualifications, such as the ACX Master® (ACXM®) or Certified Process Professional Master® (CPPM®).

Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown – the simultaneous ability to increase revenues, decrease costs, and enhance service – through the CEMMethod® now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation.
Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.
Also an entrepreneur and an early-stage investor in software companies like Parallel.

Steve Towers: https://www.linkedin.com/in/stevetowers/

👉 These Professionals have Revolutionized Their Approach, Adopting the Strategy for Ultimate Customer Centricity and Outside-In Success 🚀🚀

📈 So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. 👍

Let’s celebrate with the Scroll of Honour for 2024


Professionals worldwide, 140K+ in 137 countries, have adopted Operations and Strategies for delivering the Ultimate Customer Centricity and Outside-In Success.

They have discovered the game-changing approaches within the CEMMethod® that revolutionized business thinking! “The Outside-In Strategic Matrix (OISM)” – originally developed by companies like the Virgin Group, Amazon and Apple – is your key to unlocking customer-centric success. That and 50 other tools to put all their business transformation initiatives on steroids.

Coached by more than 50+ qualified ACX Mentors, the CX and process professionals help their companies become recognised world-beaters. Recent winners of independent Awards include companies Like Siemens Gamesa, Danfoss, Veolia, Apa Nova, Gilead, Virgin and more. They all boast Accredited CX Masters® and Certified Process Professionals® in their ranks.

Here are some truly remarkable people coaching, training and executing the 2024 business challenges.

Access the one-hour video tutorial and transcript here: https://youtu.be/K4d0wSbFFpg

The CEMMethod® is the Swiss army knife of customer experience excellence

The CEMMethod®, pioneered by the BP Group and Steve Towers, represents a groundbreaking approach to Customer Experience Management (CEM). This innovative method is not just a set of tools; it’s a mindset shift, a comprehensive strategy transforming how organizations interact with their customers.

At the heart of the CEMMethod® is the belief that a deep understanding of the customer journey is crucial for business success. The method encourages businesses to look at their processes from the outside in, starting with the customer experience and working backwards to align internal processes with customer needs.

What sets the CEMMethod® apart is its holistic approach.

It integrates advanced techniques like process alignment, customer journey mapping, and moment of truth analysis, ensuring that every aspect of the customer experience is carefully considered and optimized. The ultimate goal is to create satisfied customers and true advocates for the brand.

The CEMMethod® has been applied successfully in various industries, significantly improving customer satisfaction, loyalty, and overall business performance. It’s a testament to the power of putting the customer first, and under the guidance of thought leaders like the BP Group, it continues to evolve and set new standards in customer experience excellence.

This method isn’t just about improving metrics; it’s about creating lasting, meaningful customer relationships. It’s an inspiring journey towards a future where businesses thrive by genuinely understanding and valuing their customers.


Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown – the simultaneous ability to increase revenues, decrease costs, and enhance service – through the CEMMethod, which is now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.

Steve is also an entrepreneur and an early-stage investor in software companies like Parallel.

Subscribe to this channel and reach out and connect with Steve via https://linktr.ee/stevetowers

🏆 Unveiling the 2024 Scroll of Honor: Celebrate the Pinnacle of Experience Management! 🥇

📈 So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. 👍

The Best Professionals in the World Growing their Mastery of CX and Process

Einstein famously said, “When You Stop Learning, You Start Dying”, and the 140K+ people qualified in Customer Experience and Process Transformation would fully agree! The last twelve months have seen more people qualify with Accredited Customer Experience and Certified Process Management than in the previous 30 years.

Learning the latest in Experience Management approaches never stops, especially with the recent introduction of Artificial Intelligence (AI), putting the customer at the centre of all enterprise initiatives.

Einsteins Wisdom

Extend Your Learning!
The Accredited Customer Experience: Online, In the Room, Customized

The Certified Process Professional: Online, In the Room, Customized


Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown – the simultaneous ability to increase revenues, decrease costs, and enhance service – through the CEMMethod, which is now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.

Steve is also an entrepreneur and an early-stage investor in software companies like Parallel.

Subscribe to this channel and reach out and connect with Steve via https://linktr.ee/stevetowers

Revolutionize Your Approach: Adopt Steve Jobs’ Strategy for Ultimate Customer Centricity and Outside-In Success 🚀🚀

📈 So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. 👍

Here’s how to adopt a proven tool to transform your business performance and deliver customer experience excellence


Adopt Steve Jobs’ Strategy for Ultimate Customer Centricity and Outside-In Success

Discover the game-changing strategy that revolutionized business thinking! “The Outside-In Strategic Matrix (OISM)” – originally developed by companies like the Virgin Group, Amazon and Apple – is your key to unlocking customer-centric success.

This approach shifts focus from traditional internal processes to deeply understanding and aligning with customer experiences. Learn how real-world examples can transform your business perspective, enhancing customer satisfaction and driving innovation.

Don’t miss out on this compelling guide to redefining business strategies for the modern world. Get your hands on this insightful overview now!

Access the one-hour video tutorial and transcript here: https://youtu.be/K4d0wSbFFpg

The CEMMethod® is the Swiss army knife of customer experience excellence

The CEMMethod®, pioneered by the BP Group and Steve Towers, represents a groundbreaking approach to Customer Experience Management (CEM). This innovative method is not just a set of tools; it’s a mindset shift, a comprehensive strategy that transforms the way organizations interact with their customers.

At the heart of the CEMMethod® is the belief that a deep understanding of the customer journey is crucial for business success. The method encourages businesses to look at their processes from the outside in, starting with the customer experience and working backwards to align internal processes with customer needs.

What sets the CEMMethod® apart is its holistic approach.

It integrates advanced techniques like process alignment, customer journey mapping, and moment of truth analysis, ensuring that every aspect of the customer experience is carefully considered and optimized. The ultimate goal is to create not just satisfied customers, but true advocates for the brand.

The CEMMethod® has been applied successfully in various industries, leading to significant improvements in customer satisfaction, loyalty, and overall business performance. It’s a testament to the power of putting the customer first, and under the guidance of thought leaders like the BP Group, it continues to evolve and set new standards in customer experience excellence.

This method isn’t just about improving metrics; it’s about creating lasting, meaningful relationships with customers. It’s an inspiring journey towards a future where businesses thrive by genuinely understanding and valuing their customers.


Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown – the simultaneous ability to increase revenues, decrease costs, and enhance service – through the CEMMethod, which is now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.

Steve is also an entrepreneur and an early-stage investor in software companies like Parallel.

Subscribe to this channel and reach out and connect with Steve via https://linktr.ee/stevetowers

The Opportunity for CX with Generative AI

📈 So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. 👍

The discussion reviews the state of play and trends

Teaser preluding the podcast with host Ran Yousef of Glassix

ACCESS THE FULL INTERVIEW AND INSIGHTS (with Transcript) from these links:

The 90-second preview transcript provides a nice taster for the main course

Prelude to the main podcast

Now, as you already mentioned there, Ran, at the end of the day, everything comes back to customer experience. It’s the customer who creates all the work for our organizations. So it makes sense that we should be focusing our attention on how do we deliver successful customer outcomes. So in the context of generative AI, that puts our whole CX world on steroids, if you like, because many of the things that we’ve been saying for the last 15 or 20 years are now able to come to fruition in double quick time.

So with those sort of things in mind, you know, setting the sort of the scene there, you know, we’ve got, we’ve got areas, I won’t dive into detail. I’m certainly not going to go technical today, but we’ve got the areas like personalization, you know, the ability to be able to understand that our customers at a singular level.

So whether we’re a B2C, a B2B, a government, a not for profit, a charity or whatever, getting a real intimate understanding of our customers and the data associated with that allows us to really [00:01:00] personalize a service and a product we can deliver. Likewise, there’s things that we can do which have always been like, you know, we quest for 24 7 service, don’t we?

We want to deliver that for our customers, but it could become inordinately expensive. But with generative AI now, we can offer that as a service where people can interact, you know, in, in multimodal models. So, you know, through the phone, through the web, you know, through their apps and anyway they want to have a consistent set of interactions and be able to capture that in a way that seamlessly can connect with customer successes.


Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown – the simultaneous ability to increase revenues, decrease costs, and enhance service – through the CEMMethod, which is now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.

Steve is also an entrepreneur and an early-stage investor in software companies like Parallel.

Subscribe to this channel and reach out and connect with Steve via https://linktr.ee/stevetowers

👉 CX Metrics – What you measure is what you get 💪

📈 So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. 👍

YOU may be measuring Customer Experience in the wrong way

Measure CX Right or Risk Business Failure – Videos and Case Studies reveal best/next practices from the worlds leading CX organisations.

ACCESS THE COMPLIMENTARY 4 WEEK PROGRAM INCLUDES THE DECKS (PDF), VIDEOS & TRANSCRIPTS

The PROGRAM includes a dozen Case Studies , a Discussion of the reasons why some organisations fall into the same traps over and over (and how to avoid them).

Here’s an extract:

Here’s just one example from last week of all times where Tesla, let’s put the name out there as a warning to others, has been, over the years, the top in Net Promoter Score performance, if you like, across their particular industry. And yet at the same time, their customers are experiencing increasing issues.

See the Reuters report on Tesla’s failings: “Tesla created a secret team to suppress thousands of driving range complaints”

Poorer customer service has mapped through the number of complaints that they were receiving. So how could it be that they were being so successful with N P S compared with the rest of the industry? While at the same time the number of complaints have been increasing. And last week it was noted that people were gaming the system.

if you pay people for doing dumb stuff,
they’ll get really smart at it.

Steve Towers

Tesla not measuring up

They were doing this by attaching the NPS and Customer Satisfaction scores to bonus schemes. Hence, not surprisingly, the scores were going up, the scores were improving month on month, quarter on quarter and year on year, right? And as it says, if you pay people for doing dumb stuff, they’ll get really smart at it.

And that’s precisely part of Tesla’s problem. And this goes back, and this isn’t like one incident. This goes back six or seven years, and there are reports that you can get through the links later on. They laid off a whole bunch of staff in finance and marketing for actually gaming the system and being very selective about who they asked and who they surveyed to produce the right results.

GET ACCESS TO THE PROGRAM


Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown – the simultaneous ability to increase revenues, decrease costs, and enhance service – through the CEMMethod, which is now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.

Steve is also an entrepreneur and an early-stage investor in software companies like Parallel.

Subscribe to this channel and reach out and connect with Steve via https://linktr.ee/stevetowers

Mastering Customer Experience: A CCO’s Guide to Success in the Corporate Landscape

📈 So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. 👍

Welcome to the corporate jungle, where the role of the Chief Customer Officer (CCO) is as fresh as it is precarious. Cast your mind back to 1999, the dawn of this pivotal role at Texas Power and Light. Fast forward, and we’ve got over 500 CCOs strutting their stuff across the globe—some with the badge, others without. But here’s a brain teaser: Why do less than 7% of the big guns—the Fortune 500—have a CCO in their corner? Could it be we’re witnessing a trend on the brink of extinction?

Here’s the skinny on what a CCO’s gotta do: fire up profitable customer antics, make the business revolve around the customer, and steer the corporate ship towards the horizon of growth. But here’s the kicker: despite these make-or-break goals, CCOs are finding themselves on the thinnest ice within the C-suite. Why? With an average stint lasting just over two shakes of a lamb’s tail (29.4 months, to be precise), it’s clear they’re juggling hot potatoes that could be too hot to handle.

The quagmire for the CCO is real. It’s rooted in a sort of identity crisis—a role that’s as defined as a blob of mercury. Back in the day, it was about herding customers—either corralling new ones or keeping the old ones from straying. But as the plot thickens, we see that wielding the power to make real changes for the customer is where the true battleground lies. The evolution is undeniable, but it’s tangled up with the need to carve out respect and clout in the old-school corporate hierarchy.

Being a CCO isn’t a walk in the park. It’s about untangling knotty customer conundrums, crafting a competitive edge sharper than a samurai sword, and embedding a customer-first ethos into the company’s DNA. This is no small feat—it takes a Herculean effort from the top brass to give the CCO the muscle to flex. If the backing’s not there, the CCO’s journey is like navigating rapids without a paddle.

How do you get that and then sustain that backing? You need to deliver on the CX promise of winning the Triple Crown – simultaneously growing revenues, reducing costs and improving service. And yes not in some far distant time – but now. The good news is that has already happened for pragmatic results focused CCOs. They are the ones still in their jobs and going onto bigger and better.

To wrap this up, let’s lay it on the line: if a CCO is going to make waves, the role needs to be crystal clear. We need a blueprint for authority that doesn’t crumble at the first sign of trouble and an unwavering commitment from the C-suite crew. The revolving door of CCOs sends a distress flare—we need to wise up and fortify this role if we’re serious about winning the customer loyalty race and clinching that trophy of enduring triumph.

So, what’s the scoop from the CCO Council? It’s a treasure trove of insights into the trials and triumphs of the CCO odyssey. This is no mere spiel; it’s a tapestry woven with the threads of experience, painting a picture of a role that’s both vital and vulnerable. It’s time for businesses to buck up and rethink their strategy if they want to capture the full potential of customer-centric leadership. Because, at the end of the day, isn’t the customer what it’s all about?

It is the Chief Customer Officer’s most Perilous Journey

Resources


The BPG’s CEMMethod provides a framework to implement a practical and immediate improvement to both operational and strategic CX.

Review these resources for more:
 
Accredited Customer Experience Professional® (ACXP®) training: https://experienceprofessional.com/acxm_inviterce5167p

CEMMethod v.15: https://cemmethod.net

CX Resources: https://www.bpgroup.org

CX Measurement: The CX6 overview: https://youtu.be/i7p_d9d7yrg?si=4yg1kAtefJlcq4BE


[1] CX6 – overview video

if you pay people for doing dumb stuff,
they’ll get really smart at it.

Steve Towers

Meet Steve Towers

Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown – the simultaneous ability to increase revenues, decrease costs, and enhance service – through the CEMMethod, which is now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.

Steve is also an entrepreneur and an early-stage investor in software companies like Parallel.

Subscribe to this channel and reach out and connect with Steve via https://linktr.ee/stevetowers

Five Customer Experience Trends in 2024 and beyond

📈 So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. 👍

This article explores the five customer experience trends in 2024 that businesses need to monitor.

As we look towards 2024 and beyond, the customer experience (CX) landscape continues to evolve rapidly.

To stay ahead in today’s highly competitive market, businesses must embrace emerging CX trends and make them an integral part of their strategy.

Five CX Trends influencing your path in 2024

Key Takeaways:

  • CX is a critical factor in today’s competitive landscape.
  • Designing memorable CX experiences is crucial for driving customer satisfaction and loyalty.
  • Effective CX management can drive business success.
  • Leveraging CX metrics can provide valuable insights for decision-making.
  • Personalization, omnichannel CX, AI, automation, emotional CX, and customer feedback are all key trends that businesses need to embrace.
  • CX done well, will win the Triple Crown (simultaneously improving satisfaction, growing revenues and reducing costs)

The Importance of CX Strategy

A well-defined CX strategy is crucial for businesses to thrive in today’s competitive landscape. CX strategy encompasses the framework and processes put in place to ensure that every customer interaction is meaningful, valuable, and delivers a consistent experience across all touchpoints. The ultimate goal is to increase customer satisfaction and loyalty, which in turn wins the Triple Crown and drives business success.

Having a solid CX strategy can differentiate your brand from competitors and turn customers into loyal advocates. It involves understanding your customers’ needs, pain points, and preferences and aligning your business objectives to meet them. By doing so, you are more likely to retain customers, increase revenue, and gain a competitive advantage.

The Importance of CX Strategy

“A customer’s interactions with a brand should be seamless, personalized, and consistent across all channels. A well-executed CX strategy is essential to achieving this and driving customer satisfaction and loyalty.”

Designing Memorable CX Experiences

Creating memorable customer experiences is essential for any business looking to stay ahead in today’s competitive landscape. To achieve this, CX design and user experience (UX) play a key role in crafting delightful interactions that leave a lasting impression on customers.

The Key Elements of CX Design

Successful CX design involves a deep understanding of the customer’s needs, wants, and preferences. By putting yourself in the customer’s shoes, you can identify pain points and opportunities for improvement in the customer experience.

Here are some essential elements of CX design:

  • Clear and intuitive navigation
  • Consistent branding and messaging
  • Engaging visuals and multimedia
  • Personalization and customization
  • Easy access to customer support

By incorporating these elements into your CX design, you can create a seamless and enjoyable experience for your customers.

Why UX is Key to CX

User experience (UX) is a vital component of CX design, as it focuses on the usability and functionality of digital interfaces. A well-designed UX can enhance the overall customer experience and drive customer satisfaction.

Here are some ways that UX can improve CX:

  • Reduced friction in the customer journey
  • Clear and concise communication
  • Efficient and effective task completion
  • Seamless integration across devices and platforms

By prioritizing UX in your CX design, you can create a consistent and positive experience for your customers across all touchpoints.

“Good design is good business.” – Thomas J. Watson Jr.

As Thomas J. Watson Jr. famously stated, good design is essential for business success. Incorporating CX design and UX principles into your business strategy can create memorable and enjoyable experiences that drive customer satisfaction and loyalty.

The Role of CX Management

CX management is vital in ensuring that businesses deliver a seamless customer experience and boost customer satisfaction. Effective CX management involves understanding customer needs, analyzing customer feedback, and utilizing the right tools and techniques to optimize their experience.

There are several key components of CX management, including:

  • CX strategy: A solid CX strategy aligns with business goals and objectives and provides a framework for delivering a consistent and positive customer experience. It involves identifying customer pain points, mapping out customer journeys, and defining customer personas.
  • CX measurement: To ensure that CX management efforts are effective, businesses must track and analyze customer feedback and behaviour. This involves leveraging CX metrics such as Customer Experience Six (CX6), Customer Effort Score (CES), Customer Satisfaction (CSAT) and Net Promoter Score (NPS). .
  • CX design: CX design plays a crucial role in crafting memorable interactions that leave a lasting impression on customers. It involves optimizing touchpoints across the customer journey, creating user-friendly interfaces, and delivering personalized experiences.
  • CX technology: CX technology, such as customer relationship management (CRM) systems and chatbots can streamline processes and enhance customer interactions, leading to improved satisfaction and loyalty.

By investing in CX management, businesses can boost customer satisfaction, increase revenue, and gain a competitive advantage in the market.

Leveraging CX Metrics for Success

Measuring and analyzing CX metrics is crucial for gauging the success of your customer experience initiatives. By leveraging the right metrics, you can make data-driven decisions to optimize the customer experience and drive customer satisfaction and loyalty.

The Metrics that Matter

Not all CX metrics are created equal, and focusing on the ones that matter most is important. Here are some key metrics to consider:

MetricDescription
Customer Experience Six[1] (CX6)Measures the potential areas to improve in the Customer Experience
Net Promoter Score (NPS)Measures the likelihood that a customer would recommend your brand to others.
Customer Satisfaction Score (CSAT)Measures how satisfied customers are with a specific experience, such as a purchase or interaction with customer support.
Customer Effort Score (CES)Measures how easy or difficult it was for customers to complete a specific task or interact with your brand.
Churn RateMeasures the percentage of customers who discontinue doing business with your brand over a certain period.

Tracking these metrics regularly can help you identify areas for improvement and measure the impact of any changes made to the customer experience.

Leveraging CX Metrics

Once you have identified the metrics that matter most, it’s important to use them to drive continuous improvement in the customer experience. Here are some tips:

  • Set goals: Use your metrics to set achievable goals for improving the customer experience. For example, aim to improve your CX6 rating by 15% over the next quarter.
  • Act on feedback: Use Real-time customer feedback collected through listening across channels to make meaningful ‘in the moment’ changes to the customer experience.
  • Track progress: Monitor your metrics regularly to track progress towards your goals and identify any areas that need further improvement.

By leveraging CX metrics effectively, you can drive continuous improvement in the customer experience and increase customer satisfaction and loyalty.

The Power of Personalization in CX

One of the most significant trends in CX optimization is the power of personalization. Customers today expect personalized experiences that cater to their unique needs and preferences. In fact, according to a study conducted by Epsilon, 80% of customers are more likely to do business with a company that offers personalized experiences.

To achieve this level of personalization, businesses need to gather and analyze customer data. This includes demographic information, purchase history, and customer feedback. By leveraging this data, businesses can create tailored recommendations, customized experiences, and personalized interactions that resonate with customers.

Personalization can also be achieved through dynamic content. This involves showing different content to different users based on their interests, preferences, and behaviours. For example, an e-commerce website can display product recommendations based on a user’s browsing and purchase history.

Examples of Personalization in CX

Here are a few examples of how businesses are using personalization to enhance the customer experience:

CompanyPersonalization StrategyResult
AmazonProduct recommendations based on browsing and purchase history35% of Amazon’s revenue comes from personalized recommendations
NetflixCustomized content recommendations based on viewing historyPersonalized recommendations account for 80% of what people watch on Netflix
StarbucksPersonalized mobile app that remembers customer preferencesMobile orders account for 22% of Starbucks’ sales

As these examples show, personalization can have a significant impact on CX optimization. By personalizing the customer experience, businesses can increase customer satisfaction, loyalty, and revenue.

The Rise of Omnichannel CX

The traditional customer experience has evolved to encompass multiple touchpoints, including online, offline, mobile, social media, and more. As a result, businesses must adapt to meet customers’ needs and provide a seamless omnichannel experience.

Providing a consistent brand experience across all channels is essential for CX optimization and customer satisfaction. Omnichannel experiences enable businesses to build stronger relationships with their customers by providing them with the flexibility to interact with the brand on their preferred channels.

Personalization is key to achieving a successful omnichannel experience. Customers expect businesses to provide tailored interactions and recommendations based on their preferences and behaviour. Businesses can deliver personalized experiences that drive engagement and loyalty by leveraging customer data and insights.

The Role of AI and Automation in CX Optimization

Artificial intelligence (AI) and automation are revolutionizing the customer experience landscape. From chatbots and virtual assistants to predictive analytics and machine learning algorithms, businesses are leveraging AI and automation to optimize CX and enhance customer satisfaction.

One of the significant advantages of AI and automation in CX is the ability to streamline processes and reduce customer effort. For instance, chatbots can provide immediate assistance and resolve common queries, reducing wait times and increasing the speed of service delivery. Furthermore, predictive analytics can help identify customer issues before they occur and enable proactive interventions to minimize the impact on customer satisfaction.

Another critical aspect of AI and automation in CX is personalization. By analyzing customer data and behavior patterns, businesses can provide personalized recommendations and tailored experiences that meet individual needs and preferences. For example, Netflix’s recommendation engine uses machine learning to suggest content based on user viewing habits, increasing engagement and customer satisfaction.

The Benefits of AI and Automation in CX Optimization

The table below summarizes some of the key benefits of using AI and automation in CX optimization:

Benefits of AI and Automation in CX OptimizationExamples
Streamline processes and reduce customer effortChatbots, virtual assistants, self-service portals
Identify and resolve customer issues proactivelyPredictive analytics, machine learning algorithms
Deliver personalized experiencesRecommendation engines, personalized messaging
Improve customer engagement and loyaltyVirtual assistants, chatbots, AI-powered customer service

As the capabilities of AI and automation continue to evolve, businesses that embrace these technologies are poised to gain a competitive advantage in CX optimization. By leveraging data-driven insights and personalized experiences, businesses can drive customer satisfaction, loyalty, and ultimately, business success.

The Role of Emotional CX

When it comes to optimizing the customer experience, tapping into your customers’ emotions can be a game-changer. Businesses can significantly enhance customer satisfaction and loyalty by creating emotionally impactful interactions.

A study by Forrester found that companies that excel at emotional CX outperform their competitors by 26% in revenue growth. One way to create emotional connections with customers is through personalized experiences that cater to their unique interests and preferences.

Another way to tap into emotions is by leveraging storytelling. By telling stories that resonate with customers on a personal level, businesses can create a deeper emotional connection that goes beyond transactions and fosters long-term loyalty.

“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” – Maya Angelou.

In addition to personalized experiences and storytelling, it’s important to remember that empathy plays a crucial role in emotional CX. By understanding and empathizing with your customers’ needs and pain points, businesses can create a more positive and empathetic experience that shows they care.

Overall, emotional CX is a critical component of optimizing the customer experience. Businesses can enhance customer satisfaction and foster long-term loyalty by creating emotionally impactful interactions through personalization, storytelling, and empathy.

The Importance of listening to every interaction for Continuous CX Optimization

Establishing listening posts is a crucial component in the ongoing effort to optimize the customer experience (CX). To improve CX, it is important to collect and analyze Real-Time customer interactions, identify areas for improvement, and make ‘in the moment’ changes.

Traditional feedback is expensive and only provides a retrospective view of CX. It is like driving a car by only looking in the rear-view mirror (potentially with disastrous consequences). Proactively listening and building a rich, actionable capability to introduce improvements immediately is a key differentiator.

Using CX Metrics for Continuous Innovation

MetricDescriptionHow to Use It
Customer Experience Six (CX6)Measures the CX across six elements: How, Fast, Easy, Convenient, Trackable, Personalized and PredictiveIdentify areas for improvement and track changes over time
Customer Effort Score (CES)Measures how easy it is for customers to complete a specific taskIdentify friction points and streamline the customer journey
Customer Satisfaction (CSAT)Measures overall satisfaction with a specific interaction or experiencePinpoint areas for improvement and track changes in satisfaction over time

Using effective CX metrics enables businesses to track performance and identify areas for improvement. It is important to establish a baseline and set goals in order to measure success and understand the impact of changes made based on customer feedback.

Acting on Customer Feedback

Collating RealTime feedback is only the first step. It is important to act on the information ‘in the moment’ and make necessary changes to improve the customer experience. Here are a few steps businesses can take to act on customer feedback:

  • Establish listening posts at every customer interaction
  • Implement ‘action in the moment’ capabilities
  • Enable individuals and teams at the listening posts to make decisions and execute changes immediately
  • Share feedback with relevant teams and stakeholders
  • Prioritize feedback based on frequency and impact
  • Create an action plan to integrate the learning and changes
  • Communicate changes made based on feedback to customers
  • Track and measure the impact of changes made

By listening intently at every interaction across the customer experience, businesses can continuously improve the CX and ensure customer satisfaction, lower costs and higher revenues.

In conclusion, gathering and acting on customer feedback is essential for continuous CX optimization. By listening through various channels, using effective CX metrics, and acting on the data, businesses can improve the customer experience and drive customer satisfaction.

Conclusion

As we look towards 2024 and beyond, it is clear that the customer experience will be a crucial element of any successful business strategy. By staying ahead of emerging CX trends, businesses can optimize their customer interactions and drive satisfaction and loyalty.

The Importance of a Well-Defined CX Strategy

A well-defined CX strategy is crucial for businesses looking to stand out in a competitive landscape. By prioritizing the customer experience, businesses can enhance customer satisfaction and loyalty, ultimately driving success.

Designing Memorable CX Experiences

The key to memorable customer experiences lies in smart CX design. By leveraging UX principles and prioritizing customer needs, businesses can create interactions that leave a lasting impression and drive loyalty.

The Power of CX Management

Expertly managing the customer experience can turn satisfied customers into loyal brand advocates. By utilizing the right tools and techniques, businesses can optimize their CX strategy and drive success.

Leveraging CX Metrics for Success

The right CX metrics can provide valuable insights into the effectiveness of customer experience initiatives. By measuring and analyzing these metrics, businesses can make data-driven decisions to optimize their strategy and enhance customer satisfaction.

The Importance of Personalization in CX

Personalization is key to optimizing the customer experience in today’s landscape. By tailoring interactions to customer preferences and needs, businesses can stand out and create lasting relationships with their customers.

The Rise of Omnichannel CX

Providing a seamless omnichannel experience is becoming increasingly important for businesses looking to drive satisfaction and loyalty. By integrating various touchpoints, businesses can enhance the customer journey and drive success.

The Role of AI and Automation in CX

Artificial intelligence and automation are transforming the customer experience landscape. By leveraging these technologies, businesses can streamline processes and enhance interactions, ultimately driving satisfaction and loyalty.

The Importance of Emotional CX

Emotions play a key role in the customer experience. By tapping into emotions and creating positive interactions, businesses can drive satisfaction and loyalty, ultimately driving success.

Customer Feedback for Continuous Improvement

Gathering and acting on customer feedback is crucial for businesses looking to improve their CX strategy continuously. By listening to their customers and making meaningful changes, businesses can optimize the customer experience and drive success.

By staying ahead of emerging CX trends and prioritizing the customer experience, businesses can drive success in 2024 and beyond.

FAQ

What are the top five customer experience trends in 2024 and beyond?

The top five customer experience trends in 2024 and beyond are: CX strategy, CX design, CX management, CX metrics, and personalization in CX.

Why is having a well-defined CX strategy important?

Having a well-defined CX strategy is crucial because it can lead to increased customer satisfaction and loyalty.

What are the key elements of designing memorable customer experiences?

The key elements of designing memorable customer experiences are user experience (UX) and CX design.

How does CX management drive business success?

CX management drives business success by effectively managing the customer experience and optimizing customer satisfaction.

Why is measuring CX metrics important?

Measuring CX metrics is important to gauge the success of customer experience initiatives and make data-driven decisions.

How does personalization impact the customer experience?

Personalization significantly impacts the customer experience by creating tailored interactions and customized experiences.

What is the importance of providing an omnichannel customer experience?

Providing a seamless omnichannel customer experience is important as it drives customer satisfaction and loyalty.

How does AI and automation transform the customer experience landscape?

AI and automation transform the customer experience landscape by streamlining processes and enhancing customer interactions.

How do emotions impact the customer experience?

Emotions play a significant role in the customer experience and tapping into emotions can create positive interactions that drive satisfaction and loyalty.

Why is listening at every interaction important for continuous improvement?

Establishing listening posts is important for continuous innovation as it helps businesses gather insights and make meaningful changes to enhance the customer experience.

Resources



The BPG’s CEMMethod provides a framework to implement a practical and immediate improvement to both operational and strategic CX.

Review these resources for more:
 
Accredited Customer Experience Professional® (ACXP®) training: https://experienceprofessional.com/acxm_inviterce5167p

CEMMethod v.15: https://cemmethod.net

CX Resources: https://www.bpgroup.org

CX Measurement: The CX6 overview: https://youtu.be/i7p_d9d7yrg?si=4yg1kAtefJlcq4BE


[1] CX6 – overview video

if you pay people for doing dumb stuff,
they’ll get really smart at it.

Steve Towers

Meet Steve Towers

Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown – the simultaneous ability to increase revenues, decrease costs, and enhance service – through the CEMMethod, which is now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.

Steve is also an entrepreneur and an early-stage investor in software companies like Parallel.

Subscribe to this channel and reach out and connect with Steve via https://linktr.ee/stevetowers

👉 Measure CX Right or Risk Business Failure – 5 Ways to Improve Your CX Metrics 💪

📈 So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. 👍

YOU may be measuring Customer Experience in the wrong way

Measure CX Right or Risk Business Failure – 5 Ways to Improve Your CX Metrics

This 18-minute keynote from Africa’s Customer Service Symposium reveals the pitfalls of poor CX measurement and precisely how you can fix the shortfall.

KEYNOTE DOWNLOAD THE DECK (PDF) AND VIDEO RECORDING

The Keynote includes THREE Case Studies (of what not to do), a Discussion of the reasons why organisations fall into the same traps (and how to avoid them.

DOWNLOAD THE ‘HOW TO’ INNOVATIVE AND PRAGMATIC CX6 SYSTEM

James Dodkins aka CX Rockstar walks you through the How To of the Customer Experience Six (CX6) approach that can immediately reframe how you measure CX Metrics forever.

Here’s an extract from the keynote transcript:

Here’s just one example from last week of all times where Tesla, let’s put the name out there as a warning to others, has been, over the years, the top in Net Promoter Score performance, if you like, across their particular industry. And yet at the same time, their customers are experiencing increasing issues.

See the Reuters report on Tesla’s failings: “Tesla created a secret team to suppress thousands of driving range complaints”

Poorer customer service has mapped through the number of complaints that they were receiving. So how could it be that they were being so successful with N P S compared with the rest of the industry? While at the same time the number of complaints have been increasing. And last week it was noted that people were gaming the system.

if you pay people for doing dumb stuff,
they’ll get really smart at it.

Steve Towers

Tesla not measuring up

They were doing this by attaching the N P S and Customer Satisfaction scores to bonus schemes. So hence, not surprisingly, the scores were going up, the scores were improving month on month, quarter on quarter and year on year, right? And as it says, if you pay people for doing dumb stuff, they’ll get really smart at it.

And that’s precisely part of Tesla’s problem. And this goes back, and this isn’t like one incident. This goes back six or seven years, and there are reports that you can get through the links later on. Where they laid off a whole bunch of staff in finance and marketing for actually gaming the system and being very selective about who they asked and who they surveyed actually to produce the right results.

GET THE DECK (PDF) AND VIDEO RECORDING

The Keynote includes THREE Case Studies (of what not to do), a Discussion of the reasons why organisations fall into the same traps (and how to avoid them.


Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown – the simultaneous ability to increase revenues, decrease costs, and enhance service – through the CEMMethod, which is now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.

Steve is also an entrepreneur and an early-stage investor in software companies like Parallel.

Subscribe to this channel and reach out and connect with Steve via https://linktr.ee/stevetowers