TipTop Influencers

Yesterday someone asked me why was I publishing all the FREE material?

Well, in my line of work I am so often asked ‘who is the best person to watch on youtube about y?’ and of course each of us has our go-to person or people that we always mention. Terrific speakers and storytellers alike but I wanted to go one step further and collate some favourites. But then can it just be my opinion (as good as that could be?). No.

So I have scoured the web for the organisations who take time to run Awards programs and pass on that information for broader consumption. You could of course just go on Youtube and search for hours (and days) but these Tiptop Influencer lists make short work of that.

Customer Experience Management – 5 Key Ideas to ensure Success

Hello again guys, 

we have had a real busy couple of weeks with several well received articles below. Also the PEX 2016 event has now taken completed.

As usual for the Annual event we had a strong presence (talks, workshops and awards) so hopefully you enjoyed the event. Now to turn our eyes to London (April) and Australia (July) there as well for a terrific networking occasion. See the invites below…

…Customer Experience Management…


…Customer Journey Maps…

…Holacracy – Fad or Freedom…

…Certified Process Professional Level 5 (CPP Masters)…

…Linking Process with Strategy…

…PEX Week is back…
with one mission to accomplish: To empower visionaries across the globe to lead meaningful business transformations 

Do you want to get in the picture? Join us soon at a session in a city near you…

Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Amazons success

Certified Process Professional Masters  Champions (CPP-Master) Program

An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

Compass Business Club soft launch…. for those in the know

We are very near to the BIG day. Go get a sneak preview and review the goodies, articles, videos, forums, FREE training & exclusive thought leadership from these global Guru’s.

Excited isn’t the word. http://www.compassbusinessclub.com

  • I’m basically a big kid, there’s a part of me that has never grown up. I love to have fun and make people laugh.
  • Steve Towers is a world-renowned thought-leader who has helped hundreds of companies revitalize their management approaches.
  • Seasoned, innovative enterprise business architect who believes the success of an architecture should be measured by the business value it delivers, rather than the models or diagrams it produces.
  • My goal is to enable organizations to transform to the digital age. This requires that organizations be successful at creating processes built for change..
  • Senior leadership expert, demonstrable experience inspiring teams to embrace strategies that aid growth, improve customer relationships and produce high performance benchmarks.
  • Steven Bonacorsi, President at the International Standard for Lean Six Sigma (ISLSS)
    Master Black Belt in Lean Six Sigma Methodology.
  • A proven leader in formulating and delivering solid solutions for the most pressing business challenges organizations face in creating and delivering value to customers and shareholders. Senior Executive consulting services delivering extraordinary outcomes in all client engagements.
  • I am an action biased leader with an ability to execute change at multiple levels of an organization. My experiences range from strategic to operational level in financial, manufacturing and services industries. I enjoy my profession and find problem solving exciting. Below are some of my professional certifications:
  • Twenty five years working in the Technology Services, Consulting, Supply Chain, and Utility industries in South Africa, Europe the USA and Asia comprising:
  • Lawrence D. (Larry) Duckworth is a former Chief Executive Officer, Chief Operating Officer, Chief Financial Officer, Board(s) member, Growth and Liquidity Adviser, Financing Adviser, Boards member, and Adjunct Professor.
  • Proven track record of leading and consulting on many complex projects with diverse teams across different departments and companies. Developed and currently lead an extensive Lean Six Sigma training and mentoring program used across the Sprint enterprise.
  • Pradeep Henry is driven to turn software projects into strategic initiatives. To make this change happen, he brings a strategy-driven Discovery-and-Design method. Previously, as innovator, de facto innovation & change leader, and practice director, Henry played a proven role in the competitive differentiation and storied fast growth of Dun & Bradstreet spinoff Cognizant Technology Solutions.
  • Founder of i-nexus, the leader in cloud-based software for strategy execution. Respected thought leader, adviser and co-architect of the Strategy Execution 2.0 “Business System” that is rapidly becoming the de facto blueprint for how large organizations successfully deploy and execute their strategic objectives.

It is here now.

BPM must sync with company strategy

Business Process Management (BPM) should be part of every organization’s strategic plan.

By , ITWeb’s portals deputy editor.

Johannesburg, May 2013
BPM is all about simultaneously reducing costs, growing revenues and improving customer service, says BP Group’s Steve Towers.

According to Towers, strategy means many things to many people. However, from a BPM context, it means to create a high-performance organization.
“In BPM, strategy is the ability to connect the dots from the front line to the boardroom, and demonstrate how every single activity contributes to the strategy of the organisation.”

He also pointed out that BPM is about simultaneously reducing costs, growing revenues and improving customer service.

On improving customer service, Towers noted that customer needs have changed drastically, thanks to digitisation, which means everyone is connected intimately all the time. “The customer experience is the process and we have to get scientific about the customer experience.”
He also noted that the customer should be at the centre of everything the organisation does and that organisations should work to identify factors that will not contribute to the overall success of the enterprise.

He revealed that many organisations do not understand their business processes or their customers’ needs, which is why they fail in the end. “If you don’t understand your customers, you’ll end up failing like Kodak and Nokia.”

He, therefore, urged organisations to go out of their way and be innovative in order to determine their customers’ needs.

On the other hand, he pointed out that organisations should not make promises to their customers that they will not be able to keep. “I like it when people say you have to go beyond customer expectations. That is impossible because people will always have their own standards. Rather, promise them the best service you can manage.”

Towers also urged organisations to understand and develop successful customer outcomes, create process activity lists, identify moments of truth, identify breakpoints, identify business rules, perform risk assessments, and develop action plans before managing delivery.
“The starting point will be determined by the nature of the challenge. It is, however, essential that a clear and objective understanding of customer needs is articulated. This specifically involves the needs of the customer and goes way beyond traditional voice-of-customer insights.”

Revealing a successful customer outcome project, Towers said organisations must ask: ‘Who is my customer? What is the customer’s current expectation? What is the process the customer thinks they are involved in? How does what we do impact customer success? What does the customer really need from us?’

He added that the primary purpose of crafting successful customer outcomes is creating a fundamental focus for a process or set of processes, or a complete enterprise strategy.
“Advanced BPM aka Outside-In extends way beyond the legacy inside-out thinking to create an actionable strategic and operational objective for the entire organisation.”