The Accredited Customer Experience Master (ACXM ™)

Coming soon to a city near you 🙂
>> UPDATE: Just added DENVER ACXM in September <<
Johannesburg | Orlando Dubai  | Dubai  | Sydney  | New York  Denver | Washington DC |  Washington DC Champs London

Upgrading your skills and delivery for 2018 will determine your success.
Advance beyond functional industrial age thinking to Outside-In customer-centric practices. Tried and tested this program is a direct descendant of the CPP program with now over 90,000 qualified individuals across 116 countries.

So if understanding and applying the techniques and methods deployed in Apple, Amazon, Zappos, Zara, Emirates and BMW compels you to adopt the ‘next practice’ approaches come and join us in a city near you through 2018:

Johannesburg ACXM

Orlando ACXM

13-15 March 2018

26-29 March 2018

Dubai Masters ACXM 8-11 April 2018
Dubai UAE ACX Champion 15-17 April 2018
Sydney ACXM 28-31 May 2018
New York ACXM 10-13 Sep 2018
Denver ACXM

Washington DC ACXM

17-20 Sep 2018

9-12 Oct 2-18

Washington DC ACX Champs 15-17 Oct 2018
London ACXM 10-13 Dec 2018

Here’s someone who enjoyed the session:

The BPGroup Accredited Customer Experience Masters® (ACXM) Program takes BPM & CEM Training to an entirely new level.

Become an Accredited Customer Experience Master (ACX Master®) through learning and experiencing the most practical, successful and proven toolkit for customer-centric change

For 2018…

> New Case Studies > 60+ takeaway techniques > 90+ help videos > Fully revised CEMMethod (version 11) > CX Rating (4E’s) integration > All material provided > Dedicated Professional User Group > Ongoing webinars

The Accredited Customer Experience Professional/Master difference

This premier series is designed for those seeking advanced professional skills in customer experience and process management, CX improvement, CX alignment, customer centricity, and innovation.
These are the Outside-In Customer Experience Management, BPM Methods, and Techniques that Deliver!

  • Uncover CX/Process Improvement opportunities in just hours
  • Identify Actions that will improve customer experience and associated processes by 15% to 40% within 20 days of deployment
  • Integrate and Evolve methods such as BPM, Lean, Six Sigma and Operational Excellence to Outside-In thinking and practice
  • Delight your Customers (making them your greatest advocates) through Successful Customer Outcomes and Customer Experience Management
  • Innovate to compete, set the market trend and even dominate your industry
  • Advance Net Promoter Score and Customer Satisfaction to the next level
  • Release significant costs, improve revenues and enhance service (win the Triple Crown) immediately

See more information here, or book directly to a city of your choice:
Johannesburg | Orlando Dubai  | Dubai  | Sydney  | New York  Denver | Washington DC |  Washington DC Champs London


Hopefully, we will see you soon!

Advanced BPM and Outside In – The CEMMethod

The CEMMethod is widely used as the means to help organizations progress Outside In. This slideshow shares the most recent updates to this popular framework, with 38 techniques included to enhance your capabilities, individually and enterprise wide.

Access more informaiton on how to lean and apply the CEMMethod from here.

Process Outside In – vidblog

The BP Group compiles a bi monthly update of all things process which gets listed on the blog and syndicated all over. The latest can be Process Performance Update. However one of my close colleagues suggested I should produce the update as a travelog, where ever I am, whatever I am doing – just say it! – so here it is. Depending on your point of view it is either an informative light hearted look at process, or eight minutes of relevant pertinent stuff for business professionals. You choose 😉

Videos/new BPM apps/presentation downloads/conference updates

In the Process/Performance basket this time we have Videos/new BPM apps/presentation downloads/conference updates

Greetings from Mumbai 
My travels this last few weeks have included USA, UK, UAE and now India. The team are also hot footing around South Africa, Australia, Kuala Lumpur, Europe and the US through this month.

Not only has it been the significant contrast in weather (snow/cold > sunny/hot) it is the somewhat different approaches being adopted towards Outside In. This week sees me at the India Leadership event hosted by NASSCOM. I will be meeting with the press and continuing to learn about what is making India so successful. My talk will be accessible later, if you want a copy let me know,

On the subject of talks and videos have you reviewed the latest videos of the key tools and techniques? Here they are (and they are available to download and distribute!)

Business Process Management – what is it?

Moments of Truth – what are they?

Breakpoints and Business Rules?

Successful Customer Outcomes (SCO’s)

Voice of Customer?

And now drum roll > have you downloaded the BPM Certifcation app (IOS and Android)?

There are links to resources, videos. events, reviews and much more. It is only version 1 so let us know your thoughts and how we can make it better for the community.

Apple version:

Android version:

Recent presentations..
Access my recent keynote for some pertinent insights (or Outside In depending on your view point)

The associated slide show is embedded however you can download that from here.

Topical articles –

Brad Power – Working successfully with physical fragmented teams

Chris Taylor – Business process failure goes viral

Dr. Mohan K. – Rethinking the function of Business functions

Reint Jan Holterman – 5 steps on the Path to Success with BPM
* And lastly for now have you reviewed the all new classes? new case studies and coaching from been there and done it experienced mentors*.

Review the coaches and their in depth practical hands on wisdom.

Considering training in Enterprise BPM/Outside In?If someone in your organization is considering certification do ask these questions of anyone offering the training:

1. Where have you done this?

2. What credentials can you claim in the community?

3. Who trained you originally in Outside In?

4. When did you start and who have you helped?

5. What references can you provide, at a CEO level for the successes you have achieved?

6. Are any of your people published, and if so what and when?

7. What is the size of your network?

8. Are your trainings and courses accredited, and if so by whom?

9. Are you helping to develop the community? If so how?

PS. Tell your colleagues they owe themselves the best to go with the most experienced, up to date, pragmatic, relevant and immediate training from the BP Group

Ciao Steve

Was 2009 the year BPM really died?

Thomas Olbrich

Thomas Olbrich
Co-founder and Managing Director at taraneon Process TestL
Saarbrücken Area, Germany

Downsizing, cost cutting, re-aligning to new realities, survival, new business models … 2009 has offered so many challenges to which process owners might have provided not only answers but solutions. And on the whole they have failed:

Failed in that we’re still spending an unacceptable amount of time on process discovery

Failed in that we’re still insisting that automation is a type of management

Failed in that we’ve still not understood that processes either create or destroy value

Failed in that we’re still thinking that any improvement of our internal processes will automatically lead to improved customer processes

Failed in that we’ve still not understood the difference between process projects and process operations

Failed in that we’ve not linked processes to business strategy

Failed in that still we’re using the term ‘process’ as a figleaf to cover functional orientation

Failed in that we’re ignorant of how changing circumstances affect processes

Failed in that we’ve refused to hold process owners accountable for the mess they are administering

Failed in that 20 years after the first big reengineering wave and 10 years after BPM became fashionable to talk about, we have still not managed to create a process mindset

And we’re still wondering why senior management refuses to believe in the value of processes – other than as a theoretical concept? I dare anyone to explain how all the nice sounding process predictions for 2010 a la cloud, SaaS, green processes, BPM 3.0 etc. will make things any better if we first don’t adress the basic issues we’re facing. Looking to the future is one thing but without learning the lessons from the past ( the future will just pass us by.

(Sorry about this rant, it’s been a good year from a business and personal perspective, so no complaints there, but I really thought that 2009 would have pushed BPM to a new/higher level of contributing to business excellence)


Recap on the discussioon at: Ongoing – Join the debate here

Advanced BPM – Case Studies for download

The following casestudies from Toyota and Virgin Mobile tell the unfolding story of a quest for Outside-In.

Download the PDF’s
> Toyota <
> Virgin Mobile <

Organisational Behavioral Aspects of BPM Implementation.

In 2008 Pieter Jongstra (Enterprise Architect) shared some of the secrets of SNS Bank Organisational Behavioral Aspects of BPM Implementation.  Great insight to help with the whole issue of BPM and change management. SNS is no different from any other large organisation coping with the 21st century – for instance this is the Business Operating Model.

 You can download the presentation from this link.
In a few weeks time the BP Group will be twenty years old. As part of the celebration we are publishing an article a day – all are evergreen and provide an insight as valuable today as when they were originally published. As we move towards September 19th we will bring the story up to date with a preview of the upcoming book – The High Performance Organisation (Samir Asaf & Steve Towers).

John Zachman at Architect World 2012

Great conference, fantastic people. 27 Countries recieved 25 Awards in the Architect Worlds 7th Annual Conference in Bangalore.

iCMG hosted the event which has become a truly international festival of achievement.
You can review the full proceedings at

Here’s a few snaps of yours truly 😉

John Zachman is an inspriation to all

 John Zachman receives his Hall of Fame Award
And honestly it was THIS BIG!!

Coming to somewhere near you: 20 Cities on every continent through June, July and August 2012.

In May 2012 we passed the 20,000 accredited Certified Process ProfessionalsRsince 2006.
Limited offers in the month of June:
An internationally recognized program with proven track record of success – being run for 260 times in 84 cities with attendees from 95 countries, the program is developed based on the branded BP Group CEMMethodTMwhich aims to win the Triple Crown (simultaneous reductions in cost, growth in revenues and advances in Customer Service) with significant immediate quantifiable business results.
In May 2012 we passed the 20,000 accredited Certified Process ProfessionalsR since 2006.

Advance your life and business Outside-In

Limited offers in the month of June: