Transforming Customer Experience FREE Webinar

A STRUCTURED step by step GUIDE to understanding and acting on REAL Customer Needs. This webinar features the rarest alchemy of converting customer experiences into precious metal.

Steve Towers walks you through a case-study in the creation of two pivotal tools, the Outside-In Strategic Matrix (OISM) and the Successful Customer Outcome Canvas (SCOC).

Review the content: FREE Webinar:

 

Developing a consensus and subsequent action plan is key to success. Watch how one airline delivers Successful Customer Outcomes. 

Sign-up for this FREE Webinar:

The CX Secrets to be Revealed include

SECRET #1: HOW TO REFRAME
any process and CX to a customer-centric model
 

How to use a powerful template that gets full collaboration

How to create an agreed understanding of the REAL CX within 2-3 hours

 

SECRET #2: HOW TO IDENTIFY and AGREE the real customer needs (even when they don’t know them!)
 
How to quickly focus on REAL needs and create an agreed framework to share with everyone involved with the CX and linked processes

 

SECRET #3: HOW TO ACTION a clearly defined SMART set of metrics that guide your work
 
How to create a definitive set of METRICS that align everything you do to quickly deliver and sustain Successful Customer Outcomes

 

Sign-up for this FREE Webinar:

And then…       When you have the SECRETS I will then introduce you to the Accredited Customer Experience Masters (ACXM) program. The global certified qualification in 116 countries!

https://cemnext.com/cxlm-template-workthru-webinar

Connecting with Customer Experience

Neat utility that can help with trending Customer Experience topics 🙂 #cx

hashtags data by hashtagify.me

Block Buster Update this week…

Fantastic Testimonial | NEW Webinar | Events Heads Up | New Articles

** Setting up the CX Management Office – NEW Webinar now **
The How to with guidelines and template to create the successful Customer Experience Management Office https://www.cemnext.com/cxmo 

** Upcoming CPP Masters and ACX Masters ** (now in the 25th year!)
Johannesburg | Dubai | Washington | Geneva | Sydney | Brussels
See http://www.bpgroup.org/training.html 

** New ACXP program attracts terrific feedback **We were blown away by this one
(see more recent at: http://www.bpgroup.org/testimonials.html )

“The training was transformative for me personally and also made a huge push in my professional life to define CX Strategy more clearly. 

I would like to thank James Dodkins from BP Group for an amazing learning experience at Accredited Customer Experience Professional Training in Denver. I especially loved his teaching style and CX classroom projects. 

I learned so much. Thank you James! James is a true wealth of knowledge in all areas related to Customer Success, Customer Experience and Customer Centric Process Design.”
Sasha Stewart, Customer Experience Consultant, Logio Solutions LLC

** Recommended Conferences 2017 **

(and yes we are there too!)

Customer Experience Week Australia 2017 – Sydney 23-26 May 2017
http://www.customerexperienceevent.com.au

OPEXweek AUSTRALIA 2017 – Sydney – 25-28 July 2017
http://www.iqpc.com.au

OPEXweek Summer 2017 – San Diego – 21-23 August 2017
https://www.businessperformanceexcellencesummit.com

OPEXweek Global Summit 2018 – Orlando – 22-26 Jan 2018
https://www.opexweek.com

** THREE Articles **

* The 5 Critical Failures of 80% of Customer Experience initiatives
https://www.linkedin.com/pulse/5-critical-failures-80-customer-experience-steve 

** The five crucial things successful CX companies do every day
https://www.linkedin.com/pulse/five-crucial-things-successful-cx-companies-do-every-steve

*** Don’t give the Customers choices? 
https://www.linkedin.com/pulse/dont-give-customers-choices-how-easily-provide-best-steve 

I told you that was a biggy eh? See you the inside soon. Cheers, Steve
http://www.stevebtowers.com | http://www.bpgroup.org