Executives are struggling. There is a collective fear of the Kodak Moment, where previously established businesses evaporate like the morning mist. This fear is driven by the unsettling realization that the Digital Customer is literally changing everything, and if your business relies on outdated techniques and approaches (you know who you are) then you will indeed experience a rather unpleasant surprise.
Executives are searching. Then there is the good news that online conferences, seminars, and workshops are full to overflowing with questful people looking for the answer. That’s good, however, 90% of what they hear and see is simply putting ‘lipstick on a pig’.  It is the same old same old adopting fancy language and claiming salvation -if you would just follow the script and suspend your fear, uncertainty and doubt.
The new Kodak Moment is when you realize that Customer Needs have shifted so significantly from your products and services that it is too late to change
Executives are frustrated. The foolhardy keep hoping that doing the same thing faster will produce a different result. Isn’t that the definition of insanity? Meanwhile inexperienced youngbloods advocate revolution and change, without fully comprehending how the future is actually, pragmatically going to work. But there might be hope for some.
Executives (increasingly) are getting it. There are some refreshing conversations driven by leaders who are guiding their people, customers and shareholders to higher ground and safety. They are building new capability and bringing a far sight vision into today’s reality.
The challenge? How do you engage with the enlightened and get with the survivors, nay the thrivers, for the next decade? Well, not surprisingly that is what many of my talks and work with global leading companies are all about. So when one of the most successful CEO’s challenged me to write something that would light the fire of those still gripped by fear I stepped up. Watch the two minute video and download the FREE book , and then join us on the journey.
Yesterday someone asked me why was I publishing all the FREE material?
Well, in my line of work I am so often asked âwho is the best person to watch on youtube about y?â 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.
We all know times are difficult so I wanted to use the current challenges of many of us in self-isolation to our collective advantage and launch a spiffy online series of sessions focused on the very latest âNext practicesâ to complement your customer experience/process certification.
Steve keynoting in Romania in March 2020
For the first time ever, Iâll be teaching Outside-In 2020 Vision Workshop starting soon with SIX sessions over SIX weeks, and then a Bonus seventh session.
This training will be held online in a live weekly interactive video class. You’ll get your questions answered, see live-action, and practice with others. Each week will be about 3 hours.
If youâve already found value in customer experience and process thinking, and want to go farther, I hope you join these sessions.
DATES for the Six LIVE Sessions
(and timezones)
South Africa â Register Here Now >> Monday: April 6, 13, 20, 27 May 4, 11 <<
Australasia â Register Here Now >> Tuesday: April 7, 14, 21, 28 May 5, 12 <<
USA – Register Here Now >> Wednesday April 8, 15, 22, 29 May 6, 13 <<
Europe â Register Here Now >> Thursday April 9, 16, 23, 30 May 7, 14 <<
PRICES Session One Only (to test if this works for you) USD 97 AUD EURO Session 1-6 (early bird) USD 297 AUD EURO Session 1-6 USD 597 AUD EURO
Explore Deeper Outside-In
This will be an opportunity for people already using the CEMMethod to go farther and to systematically explore significant areas of process and customer experience transformation. Working together as a group we can learn from and be inspired by each other, as well as gain from Steveâs experience.
We will learnâŚ
New Outside-In principles.
New methods and formats.
Learn more about advanced Outside-In practices.
How to deal with challenges weâve encountered â in our own work and with the people in our organisations.
Learn and begin to deploy the Outside-In Customer Performance Landscape. This is a powerful tool that literally connects the dots of everyone and everything an enterprise does.
How to integrate the different approaches and formats into a single approach.
Woven into the teaching, weâll have the opportunity to explore unexpected aspects of Outside-In and the CEMMethod as they emerge.
Because this work is operating on a different level than most of us are accustomed to, frequently small (or big) âmisunderstandingsâ on the part of the unconscious mind can hold us back â until our system âgets it.â We will explore how to identify these âmisunderstandingsâ and how to create new insights and âahaâ moments. DATES for the Six LIVE Sessions (and timezones)
South Africa â Register Here Now >> Monday: April 6, 13, 20, 27 May 4, 11 <<
Australasia â Register Here Now >> Tuesday: April 7, 14, 21, 28 May 5, 12 <<
USA – Register Here Now >> Wednesday April 8, 15, 22, 29 May 6, 13 <<
Europe â Register Here Now >> Thursday April 9, 16, 23, 30 May 7, 14 <<
My personal interest in teaching this
From my experience so far, I believe thinking and practising Outside-In has the potential to guide each of us individually on a path that is transformative. And because it brings more wisdom, clarity, compassion, and humour, it can bring needed healing and transformation to our world.
I would like to support those wanting this deep transformation, and those wanting to coach others, to have the skills and experience that will make this possible. Thatâs the purpose of this Advanced Outside-In Training for 2020.
Iâll be including as much as I can fit in of what Iâve learned over the past two decades exploring this work in my own life.
Seeing Outside-In online soon
Live Online Video Training
This will be an online course, so you can participate from any location. Weâll have interactive video, so it will be much like in-person training â except you wonât have any travel costs.
A big benefit from this course will be participating in the paired exercises with coaching available. Each exercise will take us into different Outside-In territory.
Training Dates & Times
Weâll meet approximately 3 hours, once a week, for 6 sessions. After the training, there will be a bonus coaching session to help integrate the learning. DATES for the Six LIVE Sessions (and timezones)
South Africa â Register Here Now >> Monday: April 6, 13, 20, 27 May 4, 11 <<
Australasia â Register Here Now >> Tuesday: April 7, 14, 21, 28 May 5, 12 <<
USA – Register Here Now >> Wednesday April 8, 15, 22, 29 May 6, 13 <<
Europe â Register Here Now >> Thursday April 9, 16, 23, 30 May 7, 14 <<
PRICES Session One Only (to test if this works for you) USD 97 AUD EURO Session 1-6 (early bird) USD 297 AUD EURO Session 1-6 USD 597 AUD EURO
How this Online Training Works
The training will happen online through Zoom.
This will be an extended training, meeting approximately 3 hours, once a week, for 6 sessions. Each session weâll learn at least one new format. As with the live training, Iâll demonstrate each new method, youâll be able to practice each method, and weâll have time for discussion afterwards.
Weâll be able to include everyoneâs video feed so that we can see and hear each other. When Iâm talking youâll see and hear me. Then when I do a demonstration, youâll be able to see me and the work I am doing. When thereâs a discussion, weâll be able to see who is sharing.
Weâll be able to do exercises in pairs, by using Zoomâs âroomâ feature. Each pair will have their own âvideo roomâ to do the exercise, and youâll be able to raise your hand and call me into your room if you want coaching assistance. Once the exercise is done weâll return to the meeting as a group.
Access the recordings of the sessions, anywhere anytime to suit your Needs.
Recordings You Can Review Each training session will be recorded, and youâll have the opportunity to view the recording as many times as you like in between sessions. If you have to miss a session, you can catch up by viewing the video. The recordings will remain available (to training participants only), until 2 weeks after the last training session.
Extra Support Included in this training, Iâm offering a follow-up group coaching session, (meeting online and recorded), just for participants in this training. The intention of this coaching session is to support you in integrating your new learnings about Outside-In, in your life and your ongoing practice. Youâll be able to share how things are going and ask questions about challenges, or anything else.
Who is Eligible If youâve already found value in customer experience, process thinking or Outside-In, and want to go farther, I do hope you will join us on this exciting journey. Of course, if you have gone on further to become a Master or Champion this training will help you be even more effective. Check with us if you have any questions.
DATES for the Six LIVE Sessions (and timezones)
South Africa â Register Here Now >> Monday: April 6, 13, 20, 27 May 4, 11 <<
Australasia â Register Here Now >> Tuesday: April 7, 14, 21, 28 May 5, 12 <<
USA – Register Here Now >> Wednesday April 8, 15, 22, 29 May 6, 13 <<
Europe â Register Here Now >> Thursday April 9, 16, 23, 30 May 7, 14 <<
PRICES Session One Only (to test if this works for you) USD 97 AUD EURO Session 1-6 (early bird) USD 297 AUD EURO Session 1-6 USD 597 AUD EURO
Technical Requirements To participate youâll need access to the internet, and have a computer or laptop with a webcam. Weâll ask you to participate in a very brief set up a meeting ahead of time, to make sure you can log into the meeting successfully.
Investment: $297 EARLY BIRD – $597 FULL PRICE â Register Here Now This includes…
the online course of 6 sessions,
the 1 follow-up coaching session, and
access to video recordings during the training period
an advanced copy of my new book âOutside-In 2020 visionâ
access to a dedicated and exclusive WhatsApp Outside-In group
certification and accreditation
lifetime access to The Experience Manager
Because this is an extended training, after each session if you have suggestions or questions you’d like me to address at the next meeting, you can email or WhatsApp them to me.
DATES for the Six LIVE Sessions (and timezones)
South Africa â Register Here Now >> Monday: April 6, 13, 20, 27 May 4, 11 <<
Australasia â Register Here Now >> Tuesday: April 7, 14, 21, 28 May 5, 12 <<
USA – Register Here Now >> Wednesday April 8, 15, 22, 29 May 6, 13 <<
Europe â Register Here Now >> Thursday April 9, 16, 23, 30 May 7, 14 <<
PRICES Session One Only (to test if this works for you) USD 97 AUD EURO Session 1-6 (early bird) USD 297 AUD EURO Session 1-6 USD 597 AUD EURO
Group Size: Weâll be limiting the group size, so register soon if you want to be sure to have a seat at the ONLINE table.
If youâve already found value in Customer Experience, Process Management or Outside-In, and want to go farther, I hope you join this training.
I am very much looking forward to it and meeting with you soon,
I’m a real sucker for great new tips, techniques, tools, shortcuts, “hacks” and other quick ways of getting better results from our processes and customer experiences.
But
the truth is that the big wins don’t come from tips or tricks.
They
come from getting the
fundamentals right. Again and again.
Fundamentals
like really understanding your customers (internal and external) so your
products and services are what they need (not just what you think they want).
Fundamentals like having understanding the successful customer outcomes before you ever meet or work with them, so your processes and experiences build credibility and trust quickly.
Fundamentals like follow-up and nurturing your relationships so they are top of the priorities when your customers need to change things.
Fundamentals like being able to “meet” face to face, on the phone, or via a webinar or web page (and by “meet”, I mean help a customer get the best from their experiences and processes, understand their problems, the potential solutions, and decide how to change things to meet ever-changing needs).
Master the fundamentals and the little tips and tricks will improve your results even further.
Get
the fundamentals wrong and all the tips, tricks or clever techniques in the
world won’t hurt.
–
Steve
PS
If you’d like to get my very best training, insights and personal support to
help you align your processes and experiences for all your customers (internal
and external), why not join me for my new ONLINE training program? Click here for more details.
I was keynoting a conference in Europe recently, and senior executives in the room were getting the rationale behind moving Outside-In. However, there seemed to be two perplexed groups in the place.
One was what a refer to as the âtraditional process guysâ, and the other âthe customer is first peopleâ, and interestingly they both asked the same question âWhere do we start?â
My honest and most direct answer is âYou do not have a choice. You have got to start where you are and go from there!â OK, I get what youâre thinking, how could they take that away and begin to transform their organizations?
So, I walked them through TWO distinctly different ways to navigate to Outside-In working and practice, depending on your mindset, enterprise history and maturity. For the two categories of customer in the room, the NEEDS are the same, just the way they navigate to achieving them is different.
What are the Results?
From a results perspective, both approaches focus on winning the triple crown, that is Improving Service, Growing Revenues and Reducing Complexity (and hence lowering costs).
Approach
Process Engineering
Customer First
Focus
Process is the starting point
Starts with Customer Needs
Scope
Reengineering the Processes
Aligning everything to Customer Needs
Intention
Build out from Process to Department to Division to Enterprise
Articulate Successful Customer Outcomes and Remove the complexity of things that do not contribute to it
Benefits
Local wins building to business-wide transformation
Immediate delivery against Triple Crown benefits
Executive Buy-in
Slow burn, however when they see the benefits and âget itâ the support is significant
Starts at the strategic level so influences everything the organization does
Recommendation
If your remit is just âimproving processesâ this approach will get you their steadily, however, the challenges facing traditional business are seismic so is there time? So, make immediate gains but push hard for more quickly.
By demonstrating the value of âcustomer firstâ in terms of the triple crown the enterprise can align quickly and effectively. Importantly avoid the âsoft and fluffyâ sentiments expressed by many in the customer experience world.
How can I Implement?
Back in 2006 the BPG launched the CEMMethod⢠and built out an approach, using the 50+ techniques based on global next practice from companies like Virgin, Zara, BMW, Zappos, Apple and Emirates. Since then more than 3,000 companies in 116 countries have become accredited and certified to transform their processes and organizations.
Now in version 11, the choice you make in deployment is based on your ambition and remit within the enterprise. If you are a leader needing to embrace the digital customer âCustomer Firstâ leaps out as the main option. Alternatively, if you are in a traditional process-based business (lean, six sigma, BPM etc.) the more conservative âprocess engineeringâ approach may be preferred.
You can access the following resources that will help you make an informed choice:
Google trends tell the story that Design Thinking (DT) tops many executiveâs interests in helping deliver progressive services and products in a volatile 2018.
Consultants, Design studios, and so-called business experts have spawned new revenue streams as other management fads, sorry, approaches have declined in popularity.
Just do the math on google with âDesign Thinkingâ harvesting 15.2 million results in 0.4 seconds and the top ten results including training courses, how-to workshops and top team offsites offered by consulting firms. In fact, Epictions reports typically 10 DT articles a day currently being produced, consumed and naturally circulated around our senior executives.
No doubt you will know of new functions becoming a reality with DT central to their remit, but what exactly does this catchy label represent?
Is Design Thinking a real thing?
Is it different? Can DT be useful in navigating our increasingly volatile world? Are there genuine benefits to adopting DT enterprise-wide?
As an engineer and design thinker (note the lower case) for the best part of the last four decades, this concept is not new. The successful creation of new services and products always relies on the marriage of creative thought processes harnessed to pragmatic objectives to deliver bottom-line success. Sorry if that doesnât sound as sexy as some of the DT consultants would have you believe.
But wait, there is good news⌠incorporating DT into industrial age approaches can breathe new life and significant business benefit for not just enterprises and employees, but most importantly customers and shareholders.
So what is this Damn Thing?
A critical element to understanding DT is that, unlike most commonly deployed methods, is not a linear 1-2-3, A-B-C endeavour. It is not a prescription and relies on the ability of organisations and their people to understand, learn, prototype and reinvent simultaneously the processes and customer experiences that deliver success. New services/products must articulate needs of customers (even when potentially the customer doesnât know them) and move the needle in terms of cost, revenue and service simultaneously (the fabled âtriple crownâ).
So, a significant measure of DT success is winning the triple crown. Anything else that doesnât convert the creative process into a top and bottom line success is just moving the chairs on the deck of the Titanic. It might look better, give us a different view, but it is still doomed and will ultimately fail to deliver.
To be successful you need to create an organization and individual mindset that understands ever-changing customer needs, expectations and
Is Design Thinking winning the Triple Crown?
fosters an approach of learning, rather than the silo-based, industrial age metrics common to many.
I am going to delve deeper in an upcoming article so if you would like to get the proâs and conâs, the potential pitfalls and the how-to to ensure success join me again soon. If you register your interest here I will ping you the âhow toâ piece as soon as it is ready.
[contact-form to=”stevetowers@gmail.com” subject=”Design Thinking – the next steps”][contact-field label=”Name” type=”name” required=”1″][contact-field label=”Email” type=”email” required=”1″][/contact-form]
I was deeply honoured by the PEX community at the annual conference in Florida last month and received the Global Community 2018 Award. Needless to say (but I will) this is as much down to you guys and your great transformational work, so I graciously excepted the Award on your behalf. Thank you so much :
Outside-In is a regular theme during most of my keynotes, not least this last week here in Florida. A question asked from the floor related to the 30-second elevator test âcan you explain to the CEO what this stuff is, why it is different, and how it reframes the work we do?â. I guess I was about to fudge and say this needs more than 30 seconds, and then remembered my two-slide explanation!
So, for those guys looking for a simple explanation, these two slides will do the job. I have put a bit of narrative in there also.
120+ in Florida at the keynote, 16 January 2018
Florida keynote to top team of major global industrial corporation
The old, industrial-age traditional way of doing business. We make products (and services). We look for the market to sell them in. We segment customers by circumstance and pitch our products to those segments. We add variations to the products to better fit certain niche segments. We build back-end systems and digital capabilities in this increasingly complex world. We are rigid, functionally oriented and abhor change.
The new Outside-In customer-centric way. We identify the customers we would like to do business with. We understand their needs (even when they may not know them themselves) and specific Successful Customer Outcomes (SCOâs). We categorise customers by need. We then create the capability to deliver to these categories the SCOâs (both products, people and digital). Progressively we manage new and existing customer expectations to deliver success without exception. We are agile, innovative and attuned to 21st century needs.
Let me know if this works for you.
Ciao, Steve
For the curious, the original slides came from a deck presented as a keynote in Sydney, Australia 3 years ago.
You can access that here:Â http://bit.ly/SydneyPEX
