Category: Customer Experience

Employee Liberation for Successful Customer Outcomes!

I am happy to invite you to theย #VIIICongresoDEC, a reference event in CX in which I will be participating as a keynote speaker.ย ย 

This year it is aboutย Employee Experience and its relationship with Customer Experience. October 5th. Do not miss it!ย 
https://asociaciondec.org/eventos/congreso/congreso-2021/ย 

Employee Engagement


It should stand to reason that great Customer Experiences are born with fantastic Employee Engagement. Why is this so often not the case? There are three attitudes that top teams can apply to help their people provide the ultimate experiences – both engineered and free-flowing.

It is perhaps simpler than most people think…

Successful Customer Outcomes

A concept not well understood comes from Apple’s playbook of crafting Successful Customer Outcomes. One of Steve Jobs most famous quotes highlighted a different starting point to craft truly successful customer outcomes. For many leaders, the stark contrast between Industrial Age thinking and Customer Age/’Outside-In’ practice provided a platform to liberate their employees from scripts, tasks, and outputs. The best of these examples shows us all a better way.

Simple truth often misunderstood – do you get it? Really?

Measurement Systems

How are you currently measuring success? Is it by the number of jobs done, tasks completed, and outputs achieved? If those things represent your major Key Performance Indicators, or the more fashionable Objectives and Key Results then you may need to think again.

Why so? Liberating employees from the shackles of these measures will produce better customer experiences, improved bottom lines, and enhanced shareholder value from the get-go. Creating Results-Oriented Communication (Jim Sinur) is a quantum leap from the industrial era praxis. We will review those next practices and layout a plan to deliver immediate and sustained results.

Here’s a piece on flawed measurement systems: https://www.cxobsession.com/2020/07/27/call-canters-fail/

Are you employees like caged birds?

So please join me on CX day 2021 in Spain and we will demonstrate a better way!
https://asociaciondec.org/eventos/congreso/congreso-2021/ย 

Congreso 2021

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

https://lnkd.in/djWxB8m

๐Ÿ‘‰ Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59

๐Ÿ‘‰ Step #2ย โ€“ Get The Book: Outside-In The Secret *FREE* ย https://bit.ly/OI2021now

๐Ÿ‘‰ Step #3 โ€“ Connect With The Community: https://linktr.ee/SteveTowers

๐Ÿ‘‰ Step #4 โ€“ Keep Pace with Change: Recent Keynote – The Hard Benefits of XM |ย https://cemnext.com/xmroi2023

๐Ÿ‘‰ Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)

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

https://lnkd.in/djWxB8m

๐Ÿ‘‰ Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59

๐Ÿ‘‰ Step #2ย โ€“ Get The Book: Outside-In The Secret *FREE* ย https://bit.ly/OI2021now

๐Ÿ‘‰ Step #3 โ€“ Connect With The Community: https://linktr.ee/SteveTowers

๐Ÿ‘‰ Step #4 โ€“ Keep Pace with Change: Recent Keynote – The Hard Benefits of XM |ย https://cemnext.com/xmroi2023

๐Ÿ‘‰ Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)

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?

https://lnkd.in/djWxB8m

๐Ÿ‘‰ Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59

๐Ÿ‘‰ Step #2ย โ€“ Get The Book: Outside-In The Secret *FREE* ย https://bit.ly/OI2021now

๐Ÿ‘‰ Step #3 โ€“ Connect With The Community: https://linktr.ee/SteveTowers

๐Ÿ‘‰ Step #4 โ€“ Keep Pace with Change: Recent Keynote – The Hard Benefits of XM |ย https://cemnext.com/xmroi2023

๐Ÿ‘‰ Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)

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

https://lnkd.in/djWxB8m

๐Ÿ‘‰ Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59

๐Ÿ‘‰ Step #2ย โ€“ Get The Book: Outside-In The Secret *FREE* ย https://bit.ly/OI2021now

๐Ÿ‘‰ Step #3 โ€“ Connect With The Community: https://linktr.ee/SteveTowers

๐Ÿ‘‰ Step #4 โ€“ Keep Pace with Change: Recent Keynote – The Hard Benefits of XM |ย https://cemnext.com/xmroi2023

๐Ÿ‘‰ Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)

What Rests, Rusts. Step Up to the Bright, Shiny New Accredited Customer Experienceยฎ 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 Professionalยฎ
(ACXPยฎ 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 Masterยฎ
(ACXMยฎ 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…

Itโ€™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 ๐Ÿ‘
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 thingsยฎ
Edwin De Lange, South Africa

Thanks again for four great and inspiring days.
Christian Becker, Germany


Itโ€™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 ๐Ÿ™
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 Master๐Ÿ™๐Ÿพ
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?

https://lnkd.in/djWxB8m

๐Ÿ‘‰ Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59

๐Ÿ‘‰ Step #2ย โ€“ Get The Book: Outside-In The Secret *FREE* ย https://bit.ly/OI2021now

๐Ÿ‘‰ Step #3 โ€“ Connect With The Community: https://linktr.ee/SteveTowers

๐Ÿ‘‰ Step #4 โ€“ Keep Pace with Change: Recent Keynote – The Hard Benefits of XM |ย https://cemnext.com/xmroi2023

๐Ÿ‘‰ Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)

BP Group Annual Survey 2021: FIVE significant CX Challenges and the emerging Next Practices

Introduction and Background
The BP Groups 30th Annual Survey focuses specifically on developing challenges facing the adoption of Customer Experience and Customer Centric practices.

The survey contributors are senior people Accredited in Customer Experience for a minimum of two year and the questions asked through 2020 and 2021 (during the pandemic).

Contributors identified 50+ challenges and from these, we distilled them down to five with subsequent deeper dives to explore how people were meeting and overcoming the challenges.

Over the next six weeks, we will review each of the main challenges and the emergent Next Practices to overcome.

The Five CX Challenges (and Next Practices)

Here is a summary of the major findings:

Customers Have Changed Forever
https://bit.ly/BPGSurveyW1

CX Metrics Are Just Not Good Enough
https://bit.ly/BPGSurveyW2

Mindsets Are Getting In The Way
https://bit.ly/BPGSurveyW3

Too Much Theory, too Little Delivery
https://bit.ly/BPGSurveyW4

Communication is an Enormous Problem
https://bit.ly/BPGSurvey_W5


Watch the Complete Webinar and
Download the Resources:

Join ‘Five Challenges (and Next Practices)’: https://cemnext.com/cx5registration

Review the LIVE Program that codifies the โ€˜Next Practicesโ€™: https://bit.ly/COIM21

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

https://lnkd.in/djWxB8m

๐Ÿ‘‰ Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59

๐Ÿ‘‰ Step #2ย โ€“ Get The Book: Outside-In The Secret *FREE* ย https://bit.ly/OI2021now

๐Ÿ‘‰ Step #3 โ€“ Connect With The Community: https://linktr.ee/SteveTowers

๐Ÿ‘‰ Step #4 โ€“ Keep Pace with Change: Recent Keynote – The Hard Benefits of XM |ย https://cemnext.com/xmroi2023

๐Ÿ‘‰ Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)

The Need for Multi-Experience Management

The rules today incent organizations to pay people for doing tasks and activities. We have to change that.

If we incent people to achieve Successful Outcomes then we win for the employees, customers, shareholders, in fact, everyone except the competitors! This is what PARALLEL enables. Watch the video and try it for free.

Access PARALLEL:
The world’s first Outside-in software platform.
https://workinginparallel.com


Join us at an upcoming workshop/session: https://www.bpgroup.org/training.html

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

https://lnkd.in/djWxB8m

๐Ÿ‘‰ Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59

๐Ÿ‘‰ Step #2ย โ€“ Get The Book: Outside-In The Secret *FREE* ย https://bit.ly/OI2021now

๐Ÿ‘‰ Step #3 โ€“ Connect With The Community: https://linktr.ee/SteveTowers

๐Ÿ‘‰ Step #4 โ€“ Keep Pace with Change: Recent Keynote – The Hard Benefits of XM |ย https://cemnext.com/xmroi2023

๐Ÿ‘‰ Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)

Are You Just Fluffing Around or Do You Really Get Customer Experience?

Words from the Wise as we review an assemblage of excellent leaders talking through Customer Experience. Whether it is Herb Kelleher, Jeff Bezos, Tony Hsieh, or Richard Branson, there is something for everyone here.

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

https://lnkd.in/djWxB8m

๐Ÿ‘‰ Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59

๐Ÿ‘‰ Step #2ย โ€“ Get The Book: Outside-In The Secret *FREE* ย https://bit.ly/OI2021now

๐Ÿ‘‰ Step #3 โ€“ Connect With The Community: https://linktr.ee/SteveTowers

๐Ÿ‘‰ Step #4 โ€“ Keep Pace with Change: Recent Keynote – The Hard Benefits of XM |ย https://cemnext.com/xmroi2023

๐Ÿ‘‰ Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)

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 theย Business Dictionaryย is aย 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?

https://lnkd.in/djWxB8m

๐Ÿ‘‰ Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59

๐Ÿ‘‰ Step #2ย โ€“ Get The Book: Outside-In The Secret *FREE* ย https://bit.ly/OI2021now

๐Ÿ‘‰ Step #3 โ€“ Connect With The Community: https://linktr.ee/SteveTowers

๐Ÿ‘‰ Step #4 โ€“ Keep Pace with Change: Recent Keynote – The Hard Benefits of XM |ย https://cemnext.com/xmroi2023

๐Ÿ‘‰ Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)

The CX Quote Book… How do You Increase Customer Loyalty?

Get the Book here: http://bit.ly/CX365Quotes

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

https://lnkd.in/djWxB8m

๐Ÿ‘‰ Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59

๐Ÿ‘‰ Step #2ย โ€“ Get The Book: Outside-In The Secret *FREE* ย https://bit.ly/OI2021now

๐Ÿ‘‰ Step #3 โ€“ Connect With The Community: https://linktr.ee/SteveTowers

๐Ÿ‘‰ Step #4 โ€“ Keep Pace with Change: Recent Keynote – The Hard Benefits of XM |ย https://cemnext.com/xmroi2023

๐Ÿ‘‰ Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)

The CX Quote Book… Make a Fortune…

Get the Book here: http://bit.ly/CX365Quotes

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

https://lnkd.in/djWxB8m

๐Ÿ‘‰ Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59

๐Ÿ‘‰ Step #2ย โ€“ Get The Book: Outside-In The Secret *FREE* ย https://bit.ly/OI2021now

๐Ÿ‘‰ Step #3 โ€“ Connect With The Community: https://linktr.ee/SteveTowers

๐Ÿ‘‰ Step #4 โ€“ Keep Pace with Change: Recent Keynote – The Hard Benefits of XM |ย https://cemnext.com/xmroi2023

๐Ÿ‘‰ Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)

The CX Quote Book… 365 days of inspiration!

Get the Book here: http://bit.ly/CX365Quotes

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

https://lnkd.in/djWxB8m

๐Ÿ‘‰ Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59

๐Ÿ‘‰ Step #2ย โ€“ Get The Book: Outside-In The Secret *FREE* ย https://bit.ly/OI2021now

๐Ÿ‘‰ Step #3 โ€“ Connect With The Community: https://linktr.ee/SteveTowers

๐Ÿ‘‰ Step #4 โ€“ Keep Pace with Change: Recent Keynote – The Hard Benefits of XM |ย https://cemnext.com/xmroi2023

๐Ÿ‘‰ Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)