Customer Experience Management planned for centre stage

Knowledge Lab is hosting their first BIG one day conference (nay Lab) this week in Sydney at the Shangri-La on Tuesday.  www.knowledgelab.com.au


With an eclectic mix of senior speakers and attendees this promises to be a significant event. In a varied agenda with talks, case studies, keynote and roundtables the objective is clear – to facilitate and advance a discussion on all things Customer Experience, not just downunder but globally.

Speakers from 16 countries covering themes such as 

  • FLIPPING THE OPERATING MODEL TO DELIVER SUPERIOR CUSTOMER EXPERIENCE, 
  • DIGITAL CENTRE OF ENABLEMENT FOR SERVICE INNOVATION, 
  • CUSTOMER CENTRIC LEADERSHIP,
  • THINKING OUTSIDE-IN – WHAT WORLD-LEADING ORGANISATIONS ARE DOING DIFFERENTLY, WHO ‘REALLY’ OWNS CUSTOMER EXPERIENCE?
Couple those with a ten plus Streams on the Innovation Lab agenda….

Chairing the event is Dr. Morgan Jones, CPP Champion and Head of Group Productivity, Commonwealth Bank.
Going back the events I have seen Dr. Morgan chair this promises to be an humdinger!

Find out more via www.knowledgelab.com.au and perhaps see you there?

1 week in 75 seconds at the CPP Masters in Australia (you Can:Do too)

We had a bit of fun this week with the completely revised and updated CPP Masters program.
Working with a terrific organisation who dedicate themselves to helping their community – Can:Do (see http://www.candogroup.com.au/) ten people qualified as CPP Masters.

This is in addition to the folks who achieved Masterdom last year at the Sydneys 14th CPP Master event.

Here’s three snippets, the first using signing.

Thanking you Can:Do for all you do.

This next one is the Certificate handout with a synopsis of the program.

And finally the earlier session in Sydney from 2014


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

Certified Process Professional Masters
(CPP-Master) Program

An internationally recognized program with proven track record delivered by been there and done it coaches more than 130 times, in 52 cities with delegates from 105 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

Where are you this week?

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Where are you this week? We are in Brisbane, and the weather is just fine for mid winter.
The CPP Masters program with 15 folks is great fun! #cppmaster
And where are you next week? Still time to book for Sydney CPP Masters
Link here and join us for the annual Darling Harbour Masters: http://australiathewholedeal.eventbrite.com/

Australia this week – Fantastic PEX event

The PEX roadshow continues this week in Sydney. 

Monday we have the PEX CPP Levels 1&2 (sorry sold out) and Tuesday and Wednesday the Annual Conference at Dockside. Some terrific case-studies and the Awards programme Tuesday evening.

We will be reporting via #cppmaster and if you can make the trip come on down to: http://www.processexcellencesummit.com.au