SEEING THE WORLD AS IT IS CAN BE A CHALLENGE FOR SO MANY PEOPLE
The other day I was rewatching The Matrix – can you believe that was released in 1999?… but I digress.
One of the most interesting scenes is where Morpheus presents Neo with a choice of the red pill or the blue pill. What was Neo’s response to the offer?
As described by Morpheus: “You take the blue pill…the story ends, you wake up in your bed and believe whatever you want to believe. You take the red pill…you stay in Wonderland, and I show you how deep the rabbit hole goes.” Neo chooses the red pill and joins the rebellion.
Yes, he chose to see the world as it really is, not as it appeared to be….
That’s a lot like the choice companies face now. Do they carry on living in the blissful ignorance of a collective hallucination from the industrial age, or do they see the world as it really is now.
Maybe I’m geeking out on this a bit…
But when you’re as immersed as I am into Outside-In and Customer Centricity you just start seeing these little lessons everywhere… even in popular films.
We do a lot more about moving beyond the hallucination during the ACX Masters 4 day program.
It’s been an honour and privilege to participate and attend the ACX-M course, It was an eye-opener and quite a revelation for me, I became conscious of these important concepts and aspects of customer experience, Thank you for showing us the way. Product Specialist at Laerdal Medical, India
Thank you Steve for the high quality & insightful training you delivered Your innovative approach, critical thinking & up to date case studies facilitated this achievement 👍 Muath Al-Azzam, Principal Services & Operations Specialist at Dubai Municipality
I have to say, every day since I left Denver, I have been able to apply some bit of learning that I got during the ACXM event into not only my job, but my personal life as well. Thank you so much for everything that you’ve done to advance the field of customer experience! Brett Gill, United States
Thank you Steve for another enlightening and engaging course that just keeps challenging the way we do things® Edwin De Lange, South Africa
Thanks again for four great and inspiring days. Christian Becker, Germany
It’s been great training with lots of new tools that we will be able to implement soon I hope. Super interesting information, I am looking forward to reading your book as well. I really appreciated your energy and enthusiasm throughout the training. Silvia Fernandez Calvo, Spain
Let me take this opportunity to thank Mr. Steve. Your teachings are timeless and they stick perfectly and forever in our minds. We shall never forget you wherever we find ourselves on this planet. Thank you so much, Steve 🙏 Benignus Otmar, Tanzania
Thank you, the experience was enlightening, empowering, educating, encouraging, and engaging. Natasha Doren, South Africa
Thank you, Steve, I have never enjoyed anything more than the CX course, The weight of knowledge I gained and the enlightenment that I got is indescribable. Reem Elsadig, Sudan
Thanks, Steve for such an excellent program, the dedicated manner you use to share with us your wonderful knowledge and wisdom in CX, and the time to respond to all our questions! God bless you, thanks a lot! Yanese Angeles, Dominican Republic
You started me out on this journey my friend. Thanks for letting me live out my passion! Molly Redenbaugh, Iowa, United States
Thank you! It’s been an amazing journey and you have been a great mentor. It was an honor taking your class, I am now a confident CPP Master🙏🏾 Masele Masudi Msita, Tanzania
Thank you Steve for your high-quality wonderful Master. I thought the course was brilliant. Thank you for everything. Ashraf Mohamed, Philadelphia, USA
Thanks again, Steve. Not only have you been a fantastic mentor to me but you have taught me how to mentor others. Thanks for being so supportive and getting me through. Chandan Chhabra, Delhi, India
Another fantastic learning, personal and professional development experience with you! Lyall Shapiro, Australia
Do you want to embrace advanced Customer-Centric thinking and become Outside-In?
I was recently interviewed by BPMTips.com Zbigniew Misiak. It was a fun experience as he put me on the spot about a whole range of things including Ducks! Here is an extract and you can access the full interview below (with a useful bonus handout of the SCO Canvas!)
Zbigniew Misiak, Editor BPMTips.com
We shouldn’t be asking customers what they want because they will tell us.
Making you think? Surely.
One of the common problems with processes is focusing on the wrong things.
We model processes that do not need to be modeled or in a way that does not create value.
We improve things in processes that customers do not care about.
But how are we supposed to know what should we focus on? Of course, experience helps, but what if you did not spend last 35 years doing BPM and Customer Experience projects?
No worries – you can listen to the BPM Tips interview with Steve Towers and benefit from the decades of his experience.
Steve tells about the difference between what customer wants and needs, and shares lots of actionable tips for anyone interested in processes, so grab a pen and notebook and listen to the interview:
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.
BIG milestone this week – passed 10,000 members on LinkedIn. That plus the other 75,000 non linked in moves us onward towards 100K 🙂 Well done everyone and power to your elbows! CPP Masters & Champions in London this week with James Dodkins http://londonmasters2013.eventbrite.com/
PLUS 18 Certified Process Professional sessions in Pune, Kolkata, Bangalore, Dubai, Moscow, Delhi, Hyderabad, London, Toronto, Vancouver, Brisbane, Lagos, Sydney, San Francisco, Chicago, New York and Atlanta in the next 8 weeks http://www.bpmrus.com