BP Group Annual Survey: 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 years and the questions asked in 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
(slides, transcripts, etc):

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

Review the LIVE Program that codifies the ‘Next Practices’: https://bit.ly/GCCACXP


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

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #2 – Get the Software:

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – Recent Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

BP Group Signs New Partnership with Skai, Africa

BPG
London, England, Johannesburg & Cape Town, South Africa & Denver, Colorado

FOR IMMEDIATE RELEASE

London, England Oct 16, 2021 /PRNewswire/ — BP GROUP confirms new African Partnership with Skai

As the Customer Experience begins to dominate the attention of global leaders BP Group, leaders in business transformation and outside-in thinking and practice announced today their official partnership with Skai based in South Africa.


Kamani Naidoo, who is the Co-Founder and Managing Director of Skai, has expressed her excitement to have signed this partnership deal with the BP Group and to serve customers/clients in the African continent and globally seeking to grow the Customer Experience discipline, Digitized Transformation levers and Strategic initiatives. Kamani, who is passionate about customer experience, uses the method of customer experience as a forefront by integrating this discipline into AI, Robotic, and Machine learning solutions. With her being a customer experience leader by practice (Africa, UAE, and UK) expresses a deep need to empower and enable individuals and businesses by coaching and mentoring, imparting her skills, knowledge, and experience into understanding and showcasing the value that Customer experience has to offer more so from a strategic point of view and how this discipline contributes valuably intrinsically and extrinsically by probing natural organic behaviors. 

Skai is well known across the African continent, the UAE, and UK, and operates within the private and government sectors with training, and consultancy offerings delivered by a team of globally recognized CX consultants acknowledged as specialists in customer experience and realignment to meet the challenges of the 21st century.

Shaun Naidoo, the Co-Founder, and Accounts Director of Skai expressed that they have decided to partner with the BP Group as global leaders in the Customer Experience and Business Process industry with long-term clients in 132 countries and another 44 partners across all continents. “The potential benefits of the partnership will be our incorporation of the Next Practice approaches,” said Shaun “into medium and large traditional institutions needing to upskill and meet the increasing challenges presented by the shifts brought about by both the pandemic, evolving customer and opportunities of the digital age”. 

The Potential benefits of the partnership will be our incorporation of the Next Practice approaches

Shaun Naidoo, co-founder, Skai

Steve Towers, BP Group CEO, welcomes their newest partners, Skai “Since 1992 we have led the way with the battle-tested proven methods and approaches to help corporations and government institutions realize the benefits of delivering Successful Customer Outcomes” He added “we very much look forward to now supporting Skai in bringing progressive approaches to the African region and beyond by mentoring and coaching businesses, introducing and elevating the unemployed through the methods of design, assisting the CX community within South Africa, Africa, and the UAE. We are pleased to strike this partnership agreement as Skai is active in helping the complete CX community, through a number of associations including the Academy of Customer Experience (ACE), CXSA and the PMI embrace progressive approaches to elevate CX into key strategic and operational roles.” 

James Dodkins, CEO of Rockstar CX and BP Group Senior Partner, added “CX has come so far in the last few years and it is especially refreshing to see such explosive community growth across Africa. With this new exciting partnership, we will assist in growing the professionalism of individuals and organizations alike.”

*************************

Contact:
Steve Towers – steve.towers@bpgroup.org
+44 (0) 7429 518277 | +1 970 368 5454
linkedin.com/in/stevetowers

************************************************

James Dodkins – james.dodkins@bpgroup.org
+44 (0) 7809703073
linkedin.com/in/jamesdodkins

************************************************

Kamani Naidoo – kamani@skai.co.za
+27 (0) 722382745
linkedin.com/in/kamani-naidoo-b0940423/

************************************************

Shaun Naidoo – shaun@skai.co.za
+27 (0) 729322445
linkedin.com/in/shaun-n-4925754a/

************************************************

Employee Liberation for Successful Customer Outcomes!

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

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

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/ 

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

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #2 – Get the Software:

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – Recent Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

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?

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #2 – Get the Software:

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – Recent Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

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 ‘Next Practices’: https://bit.ly/COIM21


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

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #2 – Get the Software:

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – Recent Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

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?

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #2 – Get the Software:

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – Recent Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

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?

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #2 – Get the Software:

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – Recent Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

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?

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #2 – Get the Software:

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – Recent Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

Three Secret (Top Team) Reasons why we have to get more scientific about the Customer Experience

Complexity is an insidious thing. Humans seem unable to keep things simple and will add rules, reporting lines, and complications seemingly for the fun of it. And process people take it to a whole new level.

Why is that so? There is a simple answer, but many people don’t like it, or don’t want to admit it; if you pay people for doing dumb stuff they get really smart at it.

Are you rewarding people for doing dumb stuff?

Politicians are especially good at creating fiefdoms and empires, and the ones really clever at that rise above the rest, making the problem progressively worse by in-turn recruiting like minded people. 

Now as much as humans have traditionally done this, there is a new kid on the block. And this new kid is defining a whole new way of being, one that is built and operated with the customer at the center of everything.

Don’t get me wrong, it isn’t that people haven’t talked about the customer before, just this time it is very different. The new game is all about customer experience management (CEM). 

Here are a few of the meaningful stats that back this up.

According to Gartner, 89% of all businesses will compete on customer experience this year.

Another 89% believe customer experience will be their main differentiator by 2022.

The Temkin Group found that companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

 84% of companies who claim to be customer-centric are now focusing on the mobile customer experience.97% of global consumers cite customer service as important in their brand choice and loyalty.

CX also influences on-the-spot purchasing, too – as 49% of buyers have made impulse purchases after receiving a more personalized experience.

BPG Research 2021

And for those organizations effectively embracing the customer experience CEM is much more than journey mapping and the surface experience. For the leading companies, CEM is the opportunity to connect everything they do, from the customer interaction, right through to individual task, activity, and systems that support them.

Interestingly this eradicates unnecessary complexity and creates a virtuous circle. You figure out what a successful customer outcome looks like, you align everything you do to achieve it, the customer ‘gets it’ and comes back for more, and you evolve the customer experience to be even better next time. 

It is a bit like a fitness regime as you get fitter, you get faster, you become better, and what was once difficult becomes easy.

👑 Those who Get It Win the Triple Crown

Not surprisingly great CEM drives down the cost of delivery, improves service and grows revenue. This triple crown of deliverables becomes the tangible measure of success for Customer Experience Management.

And as if this wasn’t motivation itself to do more CEM the work environment is simplified; we can increasingly reward each other for delivering results and outcomes (doing the right thing), rather than just measuring and rewarding what we do (doing things right).

That is what I mean when we say ‘let’s get more scientific about the customer experience’

Do you want to know more?

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

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #2 – Get the Software:

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – Recent Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined


BPG PROFESSIONAL EDUCATION ADDS NEW OUTSIDE-IN COURSE TO 2021 PROGRAM

Jan 8, 2021

New course offers Critical Training Organizations Need to Upskill Their Workforce and Gain an Edge in the New Normal

LONDON, England. January 8, 2021 — To accelerate business-critical training in the post-pandemic world and emerging customer-centricity, BPG Professional Education is adding a new timely courses to its 2021 line-up.

“The pandemic provides an ideal moment to embed customer obsession into businesses new operating models, and this will increase organisations’ ability to align everything and everyone to successful business and customer outcomes,” said Steve Towers, Executive Director of BPG Professional Education.

The Certified Outside-In Master® (COIM®) – starts on January 18th for 7 weeks at 3 hours per week –

‘Harness the power of cutting-edge approaches to create compelling new products and achieve game-changing innovation.’

https://cemnext.com/oi2020

Week #1: Introduction to an Outside-In world

Week #2: Reframing Around Customer Needs

Week #3: Focus on the Causes of Work

Week #4: The Disruption Factor

Week #5: Innovating Innovation

Week #6: Connecting the Dots and Drawing the Lines

Week #7: The New Normal of the Customer Obsessed organization

Over the 7 weeks the COIM program will feature 18 live interactive sessions backed up by tutorials, assignments and 1 on 1 coaching. With new case studies, videos and dedicated WhatsApp and LinkedIn forums.

The COIM program first ran in Spring 2020 and comes complete with Amazon best selling book (from 2020) ‘Dare! Behind The Scenes Of The Best Business Transformation Project In The World,’ and the book ‘Outside-In The Secret’ (published in 2010, now in its 10th edition – fully updated for 2021)

The Certified Outside-In Masters 2020 graduates

Coach & Guide:

Steve Towers, CEO & Founder BP Group. These expanded offerings complement BPG’s Professional Education with its Accredited Customer Experience and Certified Process Professional courses available to organizations around the globe.
For more information or to register, visit: https://cemnext.com/oi2020

ABOUT BPG PROFESSIONAL EDUCATION

For 30 years, BPG Professional Education has provided business professionals worldwide a gateway to renowned BPG research, knowledge and expertise, through advanced professional programs designed specifically for them. Since 1992 more than 120,000 from 124 countries have qualified in programs ranging from Business Process Management, BPR, Customer Experience Management and Outside-In.

In addition to industry-focused, two-day to-seven-week Open Programs, BPG Professional Education offers individuals and teams the opportunity to take online, blended learning courses. Additionally, customized programs (leading to professional qualifications) can be delivered in specific industry sectors such as banking, retail, B2B, D2C, Utilities, Pharmaceutical, etc.

Testimonials from the 2020 sessions include:

Another fantastic learning, personal, and professional development experience with you! Lyall Shapiro, Australia

Thank you, Steve. Very intense but amazing, and already putting it into practice! 
Edwin De Lange, South Africa

Thank you soooooooo much, Steve.. this achievement means a lot to me & colossal credit goes to you… looking forward to my next training.
Amal Shaira, United Arab Emirates

Thank you, Steve Towers, for an awesome
Time of masterful learning. I can’t wait to attend your next class!
Victoria Weaver, United States

Contact Information

Steve Towers
BPG
https://www.Bpgroup.org

+44 7429 518277
+1 970 368 5454