Unlock the Real Power of Collaboration and Creativity in CX Workshops

Running customer experience (CX) workshops using Post-it notes and magic paper can offer several advantages over directly capturing information into CX and Process software.

Engagement and Collaboration:

a. Post-it notes and wall displays encourage active participation. Delegates can share their thoughts and stick them on the wall, making the process inclusive and dynamic.

b. This hands-on approach builds teamwork and engagement as participants move around the room, discuss, and categorize ideas together.

Visualization and structure:

CEMMethod Team Visualization

a. Ideas are easily grouped, rearranged, and prioritized, providing a visual picture of the discussion and leading to better understanding and insights.

b. Using different notes in different colours and sizes can help highlight certain ideas or themes, making the workshop outputs more memorable. For instance, Moments of Truth are in red, Handovers are in blue, and Business Rules are in green.

Summary

This isn’t one size fits all. Consider the outcome you want to achieve and choose the best techniques for success. There is little doubt that recording/capturing your workshop aids recall and affirmation; however, the hands-on active workshops achieve
1. Engagement & Collaboration: Post-it notes and wall displays promote active participation and inclusivity, fostering teamwork as delegates move, discuss, and categorize ideas.
2. Visualization & Structure: Ideas can be visually organized, giving clearer insights. Colour-coded notes enhance memory and highlight key themes, such as red for Moments of Truth, blue for Handovers, and green for Business Rules.



#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/

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/

Discover 23 Must-Attend Top-Notch Customer Experience Conferences in 2023!

Overview of customer experience featuring 23 must attend conference in 2023

As a business leader, you know the importance of customer experience (CX) and its impact on your success. But do you know about the must-attend customer experience conferences for 2023?

Must-Attend Customer Experience Conferences in 2023

Now that you know the importance of customer experience, let’s take a look at the must-attend customer experience conferences in 2023:

January 2023

February 2023

March 2023

May 2023

June 2023

July 2023

August 2023

September 2023

October 2023

These conferences are great opportunities to learn the latest strategies in customer experience, network with other industry professionals, and gain invaluable insight into the customer experience industry.

Conclusion

Customer experience is an essential part of any business’s success. It involves understanding customer needs and developing strategies to meet those needs. It also involves creating customer-centric strategies, setting customer goals, and measuring customer satisfaction.

Attending customer experience conferences is a great way to learn the latest strategies in customer experience, network with other industry professionals, and gain invaluable insight into the customer experience industry.

Review these 23 top-rated CX Conferences for 2023 to start your journey to become a customer experience expert!

Connect with me: https://linktr.ee/stevetowers

Customer Interactions aka Moments of Truth (Part One) – develop, control, measure and manage

Customer Interactions (CI’s) are taking place all the time. Are your CI’s under control? Can you quantify them? and are they aligned to the Successful Customer Outcome? Some folks might think this is a mountain to climb and don’t even bother to pay attention to those critical moments.

   Customer Interactions – (Click photo for full size)

High Performance Organizations on the other hand know that engineering the CI’s, designing them Outside-In and keeping them owned and controlled determines every aspect of the Customer Experience.

So let’s take a journey together and start with the basics. If we look at healthcare and hospitals especially we all know the smallest things make the biggest difference. Hygiene for instance.

So what are the smallest things in your business that make that massive difference?