Four days to become a Certified Process Professional Master (CPPM) https://bit.ly/CPPM2022
#cppmaster #cpp #pmi #certifiedprocessprofessional #bpgroup
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.
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
👉 Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59
👉 Step #2 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now
👉 Step #3 – Connect With The Community: https://linktr.ee/SteveTowers
👉 Step #4 – Keep Pace with Change: Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023
👉 Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)
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.
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.
👉 Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59
👉 Step #2 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now
👉 Step #3 – Connect With The Community: https://linktr.ee/SteveTowers
👉 Step #4 – Keep Pace with Change: Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023
👉 Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)
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.”
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
| 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.
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
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
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
PS. We have got to get more scientific about the customer experience!
I have just done a 3-minute explainer video for Outside-In – see it here: https://bit.ly/OIDifference
Step #1 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now
Step #2 – Get The Training:
Certified Outside-In Master® | https://bit.ly/COIM2021
Certified Process Professional Master® | https://bit.ly/CPPM21
Accredited Customer Experience Master® | https://bit.ly/ACXM2021
Step #3 – Get the Software:
Parallel | https://workinginparallel.com
Step #4 – Connect With The Community:LinkedIn | https://bit.ly/Steve2021
Blog | https://bit.ly/CXO2021
BPG Website | https://bit.ly/BPG2021
Steve Towers Web | https://bit.ly/SBT2021
Twitter | https://bit.ly/SteveTowersTwitter
YouTube | https://bit.ly/ST_Youtube
Better business results begin with Accredited CX Professionals guiding and leading their organizations.
By establishing a cadre of accredited people organizations are demonstrating their drive towards customer-centricity which delivers immediate results and pleases employees, customers, and stakeholders.
It truly is a win for everyone. 💞
Get the Gift here: https://bit.ly/GCCACXP
The Accredited Customer Experience Professional (ACXP) is a program underpinned by practical exercises based on the work underway in the enterprise. Individuals and teams are coached and assessed by ‘been there and done it’ CX professionals regarded as top of their profession.
Less on the theory, more on the practice the ACXP program uses ‘now’ case studies (frequently not in the public domain) so attendees can see ‘next practices’ and quickly incorporate them into their individual, team, and organization work.
Underpinned by proven approaches and techniques, such as the CEMMethod™ (launched in 2006 and now in Version 14), the ACXP program is designed for individual advancement, organizational maturity, and ultimately business transformation to become truly customer-centric.
The ACXP is the first step on the ladder leading to a progressive and more advanced understanding and delivery of Customer Experience next practices.
The portfolio of levels includes ACX Master®, ACX Champion® and ACX Mentor®.
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
Thank you, the experience was enlightening, empowering, educating, encouraging and engaging.Natasha Doren, South Africa
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
Another fantastic learning, personal andprofessional development experience with you!Lyall Shapiro, Customer Experience Specialist,Sydney, Australia
Thank you Steve, very intense 4 days butamazing and already putting it into practice!Edwin De Lange, Manager:
Customer Experience Design,Mercantile Bank South AfricaThank you so much Steve..this achievement means a lot to me& huge credit goes to you.. looking forward for my nextAmal Shaira, Senior Manager, FAB, United Arab Emirates
👉 Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59
👉 Step #2 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now
👉 Step #3 – Connect With The Community: https://linktr.ee/SteveTowers
👉 Step #4 – Keep Pace with Change: Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023
👉 Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)
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.
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.
👉 Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59
👉 Step #2 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now
👉 Step #3 – Connect With The Community: https://linktr.ee/SteveTowers
👉 Step #4 – Keep Pace with Change: Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023
👉 Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)
CX Metrics are being abused and misused… see how the road to hell may be paved with good intentions.
