Generated by All in One SEO v4.9.10, this is an llms.txt file, used by LLMs to index the site. # CX Obsession - for CX and Process people Getting more scientific about the Customer Experience ## Sitemaps - [XML Sitemap](https://www.cxobsession.com/sitemap.xml): Contains all public & indexable URLs for this website. ## Posts - [The Rise of Outside‑In: How a 2006 CX Blueprint Became the CEMMethod Version 16](https://www.cxobsession.com/the-rise-of-outside-in-how-a-2006-cx-blueprint-became-the-cemmethod-version-16/) - But please. If we’re going to talk about accreditation and certification, let’s not mince words. The frame is not the point. #cxcertification #CX #customerexperience #acx #ccxp - [The Most Useful and Accessible Guidebooks for Customer Experience (CX): A Curated, Practical Handbook List](https://www.cxobsession.com/the-most-useful-and-accessible-guidebooks-for-customer-experience-cx-a-curated-practical-handbook-list/) - In today’s hyper-competitive business landscape, customer experience (CX) has emerged as a defining differentiator for organisations across all sectors. #cxcertification #CX #customerexperience #acx #ccxp - [The True Value of Accreditation in Customer Experience](https://www.cxobsession.com/the-true-value-of-accreditation-in-customer-experience/) - But please. If we’re going to talk about accreditation and certification, let’s not mince words. The frame is not the point. #cxcertification #CX #customerexperience #acx #ccxp - [Top 5 Customer Journey Management Challenges (and How to Solve Them)](https://www.cxobsession.com/top-5-customer-journey-management-challenges-and-how-to-solve-them/) - This time I will look at the three main types of NPS thinkers – from the most ardent fanboys to the users to the extreme skeptics. #NPS #CX #customerexperience - [Two world-class programs. One unforgettable destination.](https://www.cxobsession.com/two-world-class-programs-one-unforgettable-destination/) - Unlock the transformation that matters. What unites the most ambitious companies in CX? No more vague, wishy-washy approaches to transforming the #customerexperience. - [Ambition Meets Results: Why the Best in CX Think Outside-In](https://www.cxobsession.com/ambition-meets-results-why-the-best-in-cx-think-outside-in/) - Unlock the transformation that matters. What unites the most ambitious companies in CX? No more vague, wishy-washy approaches to transforming the #customerexperience. - [Successful Customer Outcomes: Ten Critical Principles to Transform CX and Drive Growth](https://www.cxobsession.com/successful-customer-outcomes-ten-critical-principles-to-transform-cx-and-drive-growth/) - Discover 10 principles of Successful Customer Outcomes (SCOs) to transform CX, drive loyalty, and grow sustainably with Outside‑In thinking. #CX #OutsideIn #CustomerSuccess #BusinessTransformation #Leadership - [The Three Faces of Net Promoter Score: Evangelists, Pragmatists, and Skeptics](https://www.cxobsession.com/the-three-faces-of-net-promoter-score-evangelists-pragmatists-and-skeptics/) - This time I will look at the three main types of NPS thinkers – from the most ardent fanboys to the users to the extreme skeptics. #NPS #CX #customerexperience - [CEMMethod®: The Proven Path to Triple-Crown Customer Experience — Grow Revenue, Cut Costs, and Delight Clients](https://www.cxobsession.com/cemmethod-the-proven-path-to-triple-crown-customer-experience-grow-revenue-cut-costs-and-delight-clients/) - Let’s be honest. Customers today aren’t comparing you to your direct competitor anymore. They’re comparing you to the best experience they’ve had anywhere. #cx - [The Rise and Fall of a Popular Metric — And Why Its Creator Walked Away](https://www.cxobsession.com/the-metric-so-beloved-it-was-disowned-by-its-own-creator/) - The Metric So Beloved It Was Disowned by Its Own Creator. NPS evangelists were stamping their favourite colour onto every dashboard in the office. Where are we now? - [Embedding Outside-In Thinking (and Practice) in Organizations](https://www.cxobsession.com/embedding-outside-in-thinking-and-practice-in-organizations/) - If you want to do more than just talk outside-in, you need to start re-wiring how your team or organisation defines success, measures progress and governs day-to-day activity. These are the three steps to build Outside-In practice into any organisation using the CEMMethod™ playbook. 1. Make the Successful Customer Outcome Your North Star Every activity - [The 2025 Working Backwards/Outside-In definition of Customer Experience](https://www.cxobsession.com/the-2025-working-backwards-outside-in-definition-of-customer-experience/) - Customer experience is the total impact of a customer's thoughts, emotions, and interactions with products and services, all shaping their journey toward a specific goal or Outcome. Every interaction matters—it defines perceptions, influences decisions, and determines satisfaction.Businesses must actively engineer and continuously innovate this experience to drive success. Further, we define success as winning the - [What are Moments of Truth?](https://www.cxobsession.com/what-are-moments-of-truth-2/) - Since the days of Richard Normann, the guy who invented the business term 'Moments of Truth' and Jan Carlzon's book in 1989, the business world has interpreted Moments of Truth in several ways. I have also published many articles and conference keynotes (see the MOT primer below) reviewing the continued evolution of this fascinating concept. - [Introduction: The Customer Experience Imperative](https://www.cxobsession.com/introduction-the-customer-experience-imperative/) - Customer Experience directly affects company profitability while simultaneously improving cost efficiency and brand reputation. #cx #acxp #cemmethod #cx #bpgroup #ba #cpp - [CHANGE ARCHITECT OF THE YEAR AWARD​ 2024 -25 WINNER IS: GERT JACOBS, SOUTH AFRICA](https://www.cxobsession.com/change-architect-of-the-year-award-2024-25-winner-is-gert-jacobs-south-africa/) - Winning the Triple Crown in the Public sector - simultaneously Revenue Growth, Cost Reduction and Service Improvement #cx #bpm #cx #cpp #cemmethod #acxmentor - [🎟️ The ACXP® Certification: Your Ticket to Customer Experience Mastery 🔍The Accredited Customer Experience Professional (ACXP®)](https://www.cxobsession.com/accredited-customer-experience-master-acxm/) - Coming soon to a city near you :) >> UPDATE: Just added DENVER ACXM in September - [Top 10 CX Certification Programs to Transform Your Customer Experience Performance in 2025](https://www.cxobsession.com/top-10-cx-certification-programs-to-transform-your-customer-experience-performance-in-2025/) - Professionals looking to improve their customer experience (CX) strategies need Global CX courses from organizations like the BP Group and... #cx #bpm #cx #cpp #acxm - [ACXM® vs. CCXP: Exploring the Unique Features of Two Leading CX Certification Programs](https://www.cxobsession.com/acxm-vs-ccxp-exploring-the-unique-features-of-two-leading-cx-certification-programs/) - ACXM® vs. CCXP: Exploring the Unique Features of Two Leading CX Certification Programs #cx #bpm #cx #cpp #cemmethod #acxmentor #cxpa #ccxp #acxp #acxm #acx - [BP Group Celebrated as One of the World's Top 10 Customer Experience Training Programs](https://www.cxobsession.com/bp-group-celebrated-as-one-of-the-worlds-top-10-customer-experience-training-programs/) - We are thrilled to announce that our ACXM® program has been ranked among the world's best in 2025 by our global peers. #cx #bpm #cx #cpp #cemmethod #acxmentor #globalgurus - [Unlocking Government Success with the Triple Crown Strategy](https://www.cxobsession.com/unlocking-government-success-with-the-triple-crown-strategy/) - Winning the Triple Crown in the Public sector - simultaneously Revenue Growth, Cost Reduction and Service Improvement #cx #bpm #cx #cpp #cemmethod #acxmentor - [Elite ACX Mentor® & CPP Coach® are Driving Customer Excellence](https://www.cxobsession.com/elite-acx-mentors-cpp-coaches-driving-customer-excellence/) - Elite ACX Mentor® & CPP Coach® Driving Customer Excellence #cx #bpm #cx #cpp #cemmethod #acxmentor #cppcoach - [How to Radically Improve Public Sector Efficiency by Aligning to Successful Outcomes](https://www.cxobsession.com/how-to-radically-improve-public-sector-efficiency-by-aligning-to-successful-outcomes/) - Improve Public Sector Efficiency by Aligning to Successful Outcomes & benchmark against others in both public & private sectors #cx #bpm #cx #cpp #cemmethod - [Slashing Taxes and Saving $24 Billion Over 10 Years](https://www.cxobsession.com/iowa-slashes-taxes-saving-24-billion-over-10-years/) - Over 10 years, Iowans will save an estimated $24 billion in a state with an annual budget of about 10 billion. #cx #acxp #bpm #cx #bpgroup #fraud #businessanalysis #ba #cpp - [Iowa slashes income tax to 3.8% and corporate taxation is moving to 5.5%](https://www.cxobsession.com/iowa-slashes-income-tax-to-3-8-and-corporate-taxation-is-moving-to-5-5/) - The reforms also include eliminating taxes on retirement and inheritance income, which will culminate in projected savings of approximately $24 billion for Iowans over a decade. #cx #acxp #bpm #cx #cpp - [How to Remember Anything, Anywhere All of the time.](https://www.cxobsession.com/how-to-remember-anything-anywhere-all-of-the-time/) - New business models are moving the customer as part of our fast-moving market. That shift comes... #cx #acxp #bpm #cx #bpgroup #fraud #businessanalysis #ba #cpp - [Customer-centric Business: The Growth of the Customer-oriented Models.](https://www.cxobsession.com/customer-centric-business-the-growth-of-the-customer-oriented-models/) - New business models are moving the customer as part of our fast-moving market. That shift comes... #cx #acxp #bpm #cx #bpgroup #fraud #businessanalysis #ba #cpp - [Achieving Excellence with the Accredited CX Advisor® Certification: Your Path to Success!](https://www.cxobsession.com/achieving-excellence-with-the-accredited-cx-advisor-certification-your-path-to-success/) - Twenty-five people from six companies attended the Inaugural session and deemed it a huge success. #cx #acxp #cxpa #ccxp #cx #bpgroup #acxa #itweb #customerexperience - [Elevate Your CX Game: Master New Strategies with the ACXA® Certification!](https://www.cxobsession.com/elevate-your-cx-game-master-new-strategies-with-the-acxa-certification/) - Six-step Innovation Approach within the CEMMethod® Delivers Triple Crown benefits #cx #acxp #cxpa #ccxp #cx #bpgroup #fraud #insurance #riskmanagement - [How to understand and apply the key fundamentals of Customer Experience success](https://www.cxobsession.com/how-to-understand-and-apply-the-key-fundamentals-of-customer-experience-success/) - When Steve Jobs kicked off the Customer Experience (CX) movement in 1997 (video here), he crystallized the idea of understanding customer NEEDS before doing anything else. At the same time, another CX genius, Jeff Bezos, was three years into creating the most profitable company on the planet and precisely understood the working backwards imperative. There - [Discover 23 Must-Attend Top-Notch Customer Experience Conferences in 2023!](https://www.cxobsession.com/discover-23-must-attend-top-notch-customer-experience-conferences-in-2023/) - As a business leader, you know the importance of customer experience (#CX). But do you know about the must-attend #customerexperience conferences for 2023? - [The 7 Deadly Sins of CX Measurement Systems and How to Avoid Them:](https://www.cxobsession.com/inaccurate-or-incomplete-data-on-customerexperience/) - These challenges can lead to inaccurate or incomplete data on #customerexperience, resulting in poor decisions and actions that do not address customers’ real needs.#acxp #cxpa #ccxp #cxm #cx - [How You can Win the Triple Crown with Outside-In Customer Experience](https://www.cxobsession.com/getting-your-cx-programs-creating-immediate-shareholder-value/) - Getting Your CX Programs Creating Immediate Shareholder Value cx #customerexperience #uae #dubai #acxp #cxpa #ccxp #cxm #cx #cjm #cjm+ #triplecrown - [CX is a Team Sport. Are You Ready To Win Big?](https://www.cxobsession.com/cx-is-a-team-sport-play-it-to-win/) - Successful CX outcomes are akin to preparing for a major sporting event. Operating without a playbook or preparation dooms your efforts to be perceived as “wishful thinking.” Accelerating CX adoption relies on your ability to connect strategy, organizational design, process management, people concerns, and digital/technology. Senior leaders are fiercely competitive. Many enjoy competitive sports in - [Changing While Achieving Stretch Goals (Case study) 👍](https://www.cxobsession.com/changing-while-achieving-stretch-goals/) - It's difficult to imagine implementing significant change within a large multi-national B2B organisation while dealing with the complexities of COVID and supply chain issues. However, this case study achieves the triple crown of business benefits by increasing revenue, decreasing costs, and significantly increasing value by reducing "time to respond." This organisation achieved outstanding results by - [Leveraging Analytics to Create the Ultimate Customer Experience Ecosystem](https://www.cxobsession.com/leveraging-analytics-to-create-the-ultimate-customer-experience-ecosystem/) - Dr. Durrell Ramrathan is for many an unsung hero carving a path for the rest of us to follow as he takes CX and Analytics to the next level. This recent keynote - [How to apply the key fundamentals of Customer Experience success](https://www.cxobsession.com/how-to-apply-the-key-fundamentals-of-customer-experience-success/) - When Steve Jobs kicked off the Customer Experience (CX) movement in 1997 (video here), he crystallized the idea of understanding customer NEEDS before doing anything else. At the same time, another CX genius, Jeff Bezos, was three years into creating the most profitable company on the planet and precisely understood Steve Jobs 'working backwards' imperative. - [Unlock the Benefits of Customer Experience Management: 12 FAQs Answered](https://www.cxobsession.com/unlock-the-benefits-of-customer-experience-management-10-faqs-answered/) - CX FAQs. Customer Experience Management is a strategic and operational approach commonly used as a competitive differentiator. #acxp #cxpa #ccxp #customerexperience - [Unlock the Power of CEMMethod v15 Today - Revolutionize Your Customer Experience!](https://www.cxobsession.com/dont-let-another-day-go-by-without-the-power-of-cemmethod-v15-transform-your-customer-experiences-forever/) - 🗝️ Here are the CEMMethod key concepts try them for Yourself Now. 🔥👑 Win the #TripleCrown every day. #cx #customerexperience #acxp #cxpa #ccxp #cxm #cx #acxm - [Unlock Your Potential with the ACXA® Qualification – Accredited Customer Experience Advisor®](https://www.cxobsession.com/unlock-your-potential-with-the-acxa-qualification-accredited-customer-experience-advisor/) - New Customer Experience qualification Builds on other certifications like the ACXP and CCXP #cx #acxp #cxpa #ccxp #cx #bpgroup #fraud #insurance #riskmanagement - [The Heart of Innovation Lies in the Retail Customer Experience](https://www.cxobsession.com/the-heart-of-innovation-lies-in-the-retail-customer-experience/) - Six-step Innovation Approach within the CEMMethod® Delivers Triple Crown benefits #cx #acxp #cxpa #ccxp #cx #bpgroup #fraud #insurance #riskmanagement - [Revolutionizing Business: The Heart of Innovation Lies in Customer Centricity](https://www.cxobsession.com/revolutionizing-business-the-heart-of-innovation-lies-in-customer-centricity/) - Six-step Innovation Approach within the CEMMethod® Delivers Triple Crown benefits #cx #acxp #cxpa #ccxp #cx #bpgroup #fraud #insurance #riskmanagement - [The Accredited Customer Experience Professional is a Global Success](https://www.cxobsession.com/the-accredited-customer-experience-professional-is-a-global-success/) - You should be winning the #TripleCrown every day. #cx #customerexperience #uae #dubai #acxp #cxpa #ccxp #cxm #cx #cjm #cjm+ - [AI to the Rescue: Skyrocketing Experiences & Crafting Joyful Customer Outcomes](https://www.cxobsession.com/this-18-minute-keynote-from-africas-customer-service-symposium-reveals-the-pitfalls-of-poor-cx-measurement-and-precisely-how-you-can-fix-the-shortfall/) - You may be measuring Customer Experience in the wrong way ...#cx #customerexperience #acxp #cxpa #ccxp #cxm #cx #CXMETRICS #cxmeasurement #stevetowers #bpgroup - [The Opportunity for CX with Generative AI](https://www.cxobsession.com/the-opportunity-for-cx-with-generative-ai/) - 🤝Everything comes back to customer experience. .Join this podcast and understand the potential for Generative AI in #CX #customerexperience #acxp #cxpa #ccxp - [Elevating Insurance to New Heights: AI-Driven Solutions for Unmatched Efficiency and Customer Delight](https://www.cxobsession.com/ai-powered-insurance-transformation-boosting-efficiency-accuracy-and-client-satisfaction/) - AI-Powered Insurance Transformation: Boosting Efficiency, Accuracy, and Client Satisfaction #cx #acxp #cxpa #ccxp #cx #bpgroup #fraud #insurance #riskmanagement - [Unlocking Customer Excellence: Master the ACX Program with Insider FAQs!](https://www.cxobsession.com/unlocking-customer-excellence-master-the-acx-program-with-insider-faqs/) - Since 1992, 140K+ professionals in 137 countries have qualified in customer experience and process management; CX FAQ for the Advanced CX qualification #cx #acx - [The Role Of Technology And Personalization In Financial Cx](https://www.cxobsession.com/the-role-of-technology-and-personalization-in-financial-cx/) - From Trends to Transformation: How Financial Services Can Enhance Customer Experience in 2023In the ever-evolving landscape of financial services, enhancing customer experience has become a paramount goal for organizations aiming to stay ahead. As we delve into the mid 20s, the integration of cutting-edge technology and personalized approaches is revolutionizing how financial institutions interact with - [Navigating the Future: Unmissable CX Events in June, July, and August 2024](https://www.cxobsession.com/navigating-the-future-unmissable-cx-events-in-june-july-and-august-2024/) - Discover the Insights, Network with Experts, and Elevate Your CX Game! #cx #acxp #cxpa #ccxp #cx #stevetowers #bpgroup - [Combatting Bank Fraud using the CEMMethod®](https://www.cxobsession.com/combatting-bank-fraud-using-the-cemmethod/) - Banks must grasp how criminals interact with their processes and systems. #cx #acxp #cxpa #ccxp #cx #stevetowers #bpgroup #fraud #bank - [Top 5 Must-Read CX Blogs for Every Customer Experience Professional ✅](https://www.cxobsession.com/the-top-five-customer-experience-blogs-for-2024/) - In the digital jungle, we’re all on a safari to spot the rarest of beasts: focus! 🌿👀 Amidst the wild thicket of information, we’ve tracked down the ‘Big Five’ of blogs, as voted by our tribe of savvy members. These blogs will help you tame the wilds of business busyness with wisdom, wit, and a - [Jargon Monoxide: Clear the Air in Your Workplace!](https://www.cxobsession.com/jargon-monoxide-clear-the-air-in-your-workplace/) - A silent and insidious problem exists - jargon. It's a language filled with fancy words & complex phrases. #cx #acxp #cxpa #ccxp #cx #stevetowers #bpgroup - [Unlock the Real Power of Collaboration and Creativity in CX Workshops](https://www.cxobsession.com/unlock-the-real-power-of-collaboration-and-creativity-in-cx-workshops/) - Unlock the Real Power of Collaboration and Creativity in CX Workshops #cx #acx #cxworkshop - [Maximizing Customer Success: Strategies for Sustained Growth and Satisfaction](https://www.cxobsession.com/we-should-always-celebrate-customer-success/) - Since 1992, 140K+ professionals in 137 countries have qualified in customer experience and process management; we upskill organisations to achieve the next level of performance. - [👉 These Professionals have Revolutionized Their Approach, Adopting the Strategy for Ultimate Customer Centricity and Outside-In Success 🚀🚀](https://www.cxobsession.com/👉-these-professionals-have-revolutionized-their-approach-adopting-the-strategy-for-ultimate-customer-centricity-and-outside-in-success-🚀🚀/) - Adopt a proven approach to deliver excellent customer experience. These professionals have done just that! #acxp #cxpa #ccxp #bpgroup #cemmethod #customerexperience - [🏆 Unveiling the 2024 Scroll of Honor: Celebrate the Pinnacle of Experience Management! 🥇](https://www.cxobsession.com/🏆-unveiling-the-2024-scroll-of-honor-celebrate-the-pinnacle-of-experience-management-🥇/) - The Best Professionals in the World Growing their Mastery of CX and Process. #customerexperience #acxp #cxpa #ccxp #bpgroup #cemmethod - [Revolutionize Your Approach: Adopt Steve Jobs' Strategy for Ultimate Customer Centricity and Outside-In Success 🚀🚀](https://www.cxobsession.com/revolutionize-your-approach-adopt-steve-jobs-strategy-for-ultimate-customer-centricity-and-outside-in-success-🚀🚀/) - Adopt a proven tool to transform your business performance and deliver customer experience excellence. #customerexperience #acxp #cxpa #ccxp #bpgroup #cemmethod - [👉 CX Metrics - What you measure is what you get 💪](https://www.cxobsession.com/👉-cx-metrics-what-you-measure-is-what-you-get-💪/) - You may be measuring Customer Experience in the wrong way ...#cx #customerexperience #acxp #cxpa #ccxp #cxm #cx #CXMETRICS #cxmeasurement #stevetowers #bpgroup - [Mastering Customer Experience: A CCO's Guide to Success in the Corporate Landscape](https://www.cxobsession.com/mastering-customer-experience-a-ccos-guide-to-success-in-the-corporate-landscape/) - The Chief Customer Officer's journey is Perilous. Welcome to the corporate jungle. #cx #customerexperience #acxp #cxpa #cxm #cx #CXTRENDS #stevetowers #CX6 #cco - [Five Customer Experience Trends in 2024 and beyond](https://www.cxobsession.com/five-customer-experience-trends-in-2024-and-beyond/) - Five Customer Experience Trends. Businesses need to embrace emerging CX trends #cx #customerexperience #acxp #cxpa #cxm #cx #CXTRENDS #stevetowers #CX6 - [Your definition of customer experience is wrong (and what You can do about it Now)](https://www.cxobsession.com/your-definition-of-customer-experience-is-wrong-and-what-you-can-do-about-it-now/) - Your definition of customer experience is wrong, and here's why, right, there are lots of different definitions of what Customer experience is, and if we put them together, we might end up with something like this, the sum of the interactions, perceptions and feelings a customer has with your company. You might think that's a - [Your definition of customer experience is wrong (and what You can do about it Now)](https://www.cxobsession.com/customer-experience-definition/) - Your definition of customer experience is wrong, and here's why, right, there are lots of different definitions of what Customer experience is, and if we put them together, we might end up with something like this, the sum of the interactions, perceptions and feelings a customer has with your company. You might think that's a - [Why a Practical Customer Experience qualification is now Essential for Your career Success](https://www.cxobsession.com/customer-experience-qualification-is-now-essential-for-career-success/) - ONLINE, LIVE, INTERACTIVE and Coming soon to a city near you :) https://lnkd.in/dANgYX59 Upgrading your skills and delivery for 2023 will determine your success. Advance and Evolve beyond functional industrial age thinking to Outside-In customer-centric practices. Tried and tested this program has helped to create more than 140,000 professionals across 137 countries since its inception - [In Just 4 Days, QUALIFY AS A CERTIFIED PROCESS PROFESSIONAL MASTER IN 2023 and Acquire the little-known Methods of Process Innovation and Customer Centric businesses.](https://www.cxobsession.com/the-best-course-for-cx-and-process-transformation-that-will-change-the-way-you-work-forever-2/) - You should be winning the #TripleCrown every day. #cx #customerexperience #uae #dubai #acxp #cxpa #ccxp #cxm #cx #cjm #cjm+ - [The origin of the 'Triple Crown' concept in business might surprise You.](https://www.cxobsession.com/the-origin-of-the-triple-crown-concept-in-business-might-surprise-you/) - You should be winning the Triple Crown every day. #cx #customerexperience #uae #dubai #acxp #cxpa #ccxp #cxm #cx #cjm #cjm+ #triplecrown - [👉 Become Inspired for the Life You Deserve 💪](https://www.cxobsession.com/👉-become-inspired-for-the-life-you-deserve-💪/) - That's maybe the most important thing is to shake off ... embrace it, change it, improve it, make your mark upon it. ...#cx #customerexperience #acxp #cxpa #ccxp #cxm #cx - [👉 How You Can Reduce Costs and put your Customer Experience Projects on Steroids 💪](https://www.cxobsession.com/one-proven-approach-to-achieving-these-goals-is-by-adopting/) - Companies constantly seek ways to lower costs, increase revenues, and improve service to remain relevant and profitable. One proven approach...#cx #customerexperience #acxp #cxpa #ccxp #cxm #cx - [The FIVE Best Customer Experience Books You Must Read since 2013.](https://www.cxobsession.com/the-five-best-customer-experience-books-you-must-read-since-2013/) - The Five Best CX Books You Must Read. And You should be winning the #TripleCrown every day. #cx #customerexperience #acxp #cxpa #ccxp #cxm #cx - [AI is the dawn of the Golden Age of Customer Experience. Find out why.](https://www.cxobsession.com/ai-is-the-dawn-of-the-golden-age-of-customer-experience-find-out-why/) - ChatGPT has the potential to significantly enhance your CX. This can be seen in five key trends.... #cx #customerexperience #uae #dubai #acxp #cxpa #ccxp #cxm #cx #cjm #cjm+ - [Three of the best courses for CX and Process Transformation that will change the way you work forever](https://www.cxobsession.com/three-of-the-best-courses-for-cx-and-process-transformation-that-will-change-the-way-you-work-forever/) - You should be winning the #TripleCrown every day. #cx #customerexperience #uae #dubai #acxp #cxpa #ccxp #cxm #cx #cjm #cjm+ - [Improve Satisfaction, Revenue & Reduce Costs with CJM+ The Ultimate Solution](https://www.cxobsession.com/improve-satisfaction-revenue-reduce-costs-with-cjm-the-ultimate-solution/) - You should be winning the #TripleCrown every day. #cx #customerexperience #uae #dubai #acxp #cxpa #ccxp #cxm #cx #cjm #cjm+ - [Five Ways to completely Reinvent Customer Experience](https://www.cxobsession.com/reinventing-customer-experience-with-the-cemmethod/) - Let’s REINVENT your #CustomerExperience which is the cornerstone to #Innovation and #Transformation. With the advent of #AI you should be winning the #TripleCrown every day. #cx #customerexperience #uae #dubai#acxp #cxpa #ccxp #cxm #cx - [How To in 4 Days Transform Your CX Success with ACX Master® Online Live Class on April 25-28!](https://www.cxobsession.com/become-an-acxprofessional-unlock-the-benefits-of-customer-experience-management/) - Are you looking for a way to enhance your CX success? Do you want to become a qualified Accredited Customer Experience Master? #acxp cxpa #ccxp #cx #acxmaster #acxs - [During 2023 one in five CX programmes will disappear entirely](https://www.cxobsession.com/this-is-what-forrester-is-predicting-when-a-cx-authority-says-something-like-that-you-must-sit-up-and-pay-attention/) - When a CX authority says something like that, you must sit up and pay attention. #Forrester #acxp #cxpa #ccxp #customerexperience #cxresearch. #NPS is dead. - [How Customer Service and Customer Experience Can Boost Your Business Results: The Ultimate Guide](https://www.cxobsession.com/how-customer-service-and-customer-experience-can-boost-your-business-results-the-ultimate-guide/) - Customer service and customer experience are often used interchangeably, but they differ. Customer Service is providing support and assistance to your customers before, during, and after they purchase your products or services.Customer Experience is the overall impression and perception that your customers have of your brand based on their interactions with you across all touchpoints - [Incredible opportunities for transformation with AI in Customer Experience](https://www.cxobsession.com/incredible-opportunities-for-transformation-with-ai-in-customer-experience/) - During our research into the application of ChatGPT into Customer Experiences, and as a prelude to the launch of the new qualification “Certified Journey Management Professional (CJMP),” we were amazed at how rapidly organizations are integrating AI capability into their core experiences. I have included just three examples here of CX next practice, with references - [Is this the best Customer Experience qualification on the planet?](https://www.cxobsession.com/is-this-the-best-customer-experience-qualification-on-the-planet/) - Obtaining professional credentials in customer experience can be advantageous in the job market. Options from the BPG: https://www.bpgroup.org #acxp #cxpa #ccxp - [Customer Journey Maps in a cul de sac](https://www.cxobsession.com/customer-journey-maps-in-a-cul-de-sac/) - Faddy time again. Now don't get me wrong we really do need to understand the customer, what constitutes success and how we should play the game to win the triple crown consistently. What I don't get with is this fascination with pretty diagrams full of fancy graphics and arrows purporting to be Customer Journey - [Process mapping – Journey maps?](https://www.cxobsession.com/process-mapping-journey-maps/) - Process Mapping or Customer Journey Maps? Two sides of the same coin. The perspectives we share become our reality so we had better make sure the pictures we make convey the truth. We must move beyond the left-to-right, top to bottom legacy of the industrial age and map the future. Customer Journey Mapping is a - [5 Common Pitfalls to Avoid When Implementing Customer Journey Mapping](https://www.cxobsession.com/5-common-pitfalls-to-avoid-when-implementing-customer-journey-mapping/) - Many folks have tried and failed to deploy Customer Journey Map approaches effectively. Here’s a summary of some of the significant challenges. #acxp #cxpa - [Gain a competitive edge with professional qualifications in Customer Experience](https://www.cxobsession.com/gain-a-competitive-edge-with-professional-qualifications-in-customer-experience/) - Obtaining professional credentials in customer experience can be advantageous in the job market. Options from the BPG: https://www.bpgroup.org #acxp #cxpa #ccxp - [The Most Highly Regarded CX Leaders share Incredible Thought Leadership](https://www.cxobsession.com/the-most-highly-regarded-cx-leaders-share-incredible-thought-leadership/) - I loved that James Dodkins couldn't find a comprehensive Customer Experience Quotebook, so he decided to create one - [The 3 Most Frustrating things about those people who love Quotes](https://www.cxobsession.com/i-loved-that-james-dodkins-couldnt-find-a-comprehensive-customer-experience-quotebook-so-he-decided-to-create-one/) - I loved that James Dodkins couldn't find a comprehensive Customer Experience Quotebook, so he decided to create one - [The 11 Critical Things Mentally Strong People Avoid](https://www.cxobsession.com/critical-things-mentally-strong-people-avoid/) - Mental strength is a critical characteristic for entrepreneurs, as many articles address tenacity, “grit,” optimism, and the unfailing ability to “fail up,” - [The five crucial things successful CX companies do every day](https://www.cxobsession.com/the-five-crucial-things-successful-cx-companies-do-every-day-2/) - > Most successful CX companies do these things to lift their game > Steve Towers shares the winning strategies > Model your own strategy based on leading CX next practices This article is a build on terrific feedback from my recent piece ‘5 Critical Failures of 80% of Customer Experience initiatives’. (You can see that - [THESE ARE THE TOP 3 QUESTIONS CUSTOMER EXPERIENCE LEADERS ASK...](https://www.cxobsession.com/these-are-the-top-3-questions-customer-experience-leaders-ask/) - CONSISTENTLY IN THE TOP FIVE, THE ANSWERS MAY GIVE YOU THE INSIDE-TRACK I am going to do a one-minute Q and A today. Do you know what the toughest questions Customer Experience Leaders Ask? OK, Here we go. Find out more: https://bit.ly/GCCACXP Firstly, QUESTION 1: Why do so many organizations struggle to become truly customer-centric? - [WHAT IS THE MOST COMMON CUSTOMER EXPERIENCE PROBLEM CX PROFESSIONALS FACE?](https://www.cxobsession.com/what-is-the-most-common-customer-experience-problem-cx-professionals-face-2/) - 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 - [The One Template To Rule Them All?!](https://www.cxobsession.com/the-one-template-to-rule-them-all-2/) - Simple things can be very very effective and that is certainly the case with this 'go-to' template. Based on the Next Practice of some of the worlds leading companies completing this could change the way you think and do business forever. It is my first interaction with Top Teams and Leaders and I use it - [THIS 4-DAY course MAY CHANGE THE WAY YOU DO PROCESS FOREVER](https://www.cxobsession.com/this-4-day-course-may-change-the-way-you-do-process-forever/) - WITH YOUR COACH STEVE TOWERS & BECOME A CPP MASTER Four days to become a Certified Process Professional Master (CPPM) https://bit.ly/CPPM2022 #cppmaster #cpp #pmi #certifiedprocessprofessional #bpgroup REVIEW THE AGENDA In addition to this CXObession blog, there is now a 'shorty' video source at CXManSteve (@cxmansteve) TikTok | Watch CXManSteve's Newest TikTok Videos Also, reach out - [MULTICHOICE SENIOR EXECUTIVE BECOMES THE WORLD'S FIRST FULLY ACCREDITED OKR COACH](https://www.cxobsession.com/multichoice-senior-executive-becomes-the-worlds-first-fully-accredited-okr-coach/) - [PRESSRELEASE] DENVER, COLORADO - August 31st, 2022 BP Group, the leader and creator of the CEMMethod® in 2006, announced that Multichoice Group Executive Head of Customer Experience and Operations, Roland D. Naidoo, successfully completed all the requirements to qualify as an Accredited OKR Coach fully. For the full Press Release, go here OR click the button below. PRESS RELEASE In - [How to embrace and apply the key fundamentals of Customer Experience and XM success](https://www.cxobsession.com/how-to-embrace-and-apply-the-key-fundamentals-of-customer-experience-and-xm-success/) - When Steve Jobs kicked off the Customer Experience (CX) movement in 1997 (video here), he crystallized the idea of understanding customer NEEDS before doing anything else. In addition to this CXObession blog, there is now a 'shorty' video source at CXManSteve (@cxmansteve) TikTok | Watch CXManSteve's Newest TikTok Videos Also reach out for further #CX - [The Complexity of Corporate Communication: How to get your message across!](https://www.cxobsession.com/the-complexity-of-corporate-communication/) - Corporate communication is a broad field that deals with the different public and internal facing aspects of a company. It involves various methods and approaches to share information about a company’s brand, products, services, employees, and so on with a broad internal and external audience. Communication as a whole is complex as it involves many - [Develop Your Dream Team: Goal-led Collaboration Strategies](https://www.cxobsession.com/goal-led-collaboration-strategies/) - Collaboration is a crucial component of any endeavor, yet it may be difficult. In this blog post, we'll look at ways to work with people who can help you reach your goals. - [My Big STupid Outside-In Failure](https://www.cxobsession.com/my-big-stupid-outside-in-failure/) - And just as in Monty Python and the Holy Grail we returned home empty-handed. You can imagine the investment of time, energy, and budget to realize there isn't such a thing as an Ideal Home Loan process and system (despite what the big consultancies and IT vendors had told us). Our senior executive team in the bank - [Thoughts for your CX Day](https://www.cxobsession.com/being-uncomfortable-should-be-comforting-as-it-demonstrates-you-are-in-a-change-state/) - Being uncomfortable should be comforting as it demonstrates you are in a change state. Learn to foster discomfort and make it your friend, It is indeed wise counsel.Steve Towers What do you most admire in the ones you love? Remind yourself that is one of the many reasons you love them, whether it is a - [Why do so many organizations struggle to become truly customer-centric?](https://www.cxobsession.com/why-do-so-many-organizations-struggle-to-become-truly-customer-centric/) - I’m going to do a bit of “Q&A” today.First question…QUESTION: Why do so many organizations struggle to become truly customer centric? ANSWER: They are using an out of date mindset. The thinking is borrowed from the industrial age when optimising production and throughput was the thing. That way of thinking is about production management, efficiency, - [Become an Accredited CX Professional with this Gift 🎁](https://www.cxobsession.com/better-business-results-and-happier-employees/) - Why should Individuals & Organizations adopt the ACXP Program? Better business results begin with Accredited CX Professionals guiding and leading their organizations. By establishing a cadre of accredited people organizations are demonstrating their drive towards customer-centricity which delivers immediate results and pleases employees, customers, and stakeholders. It truly is a win for everyone. 💞Get the Gift here: https://bit.ly/GCCACXP - [You may be doing things right, but are you doing the right things?](https://www.cxobsession.com/cx-metrics-are-being-abused-and-misused/) - CX Metrics are being abused and misused... see how the road to hell may be paved with good intentions. - [The Most Practical, Pragmatic & Applicable Customer Experience qualification](https://www.cxobsession.com/acx-and-cpp-programs-look-for-your-application-of-the-world-beating-techniques/) - Learning By Doing is our mantra. The ACX and CPP programs look for your application of the world-beating techniques with a 1 on 1 assessment from your Coach. We don't train you in how to pass a test, we coach you in how to deliver CX Transformation. Since 2006 we have helped qualify 140K people - [BP Group Annual Survey: FIVE significant CX Challenges and the Emerging Next Practices](https://www.cxobsession.com/bp-group-annual-survey-five-significant-cx-challenges-and-the-emerging-next-practices/) - Introduction and BackgroundThe 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 - [Jeff Bezos implemented these Inspirational Five Principles for global domination](https://www.cxobsession.com/five-inspiration-principles-that-created-amazons-sustained-success/) - Amazon founder Jeff Bezos employed rules and principles to make the company successful that are revealed in a new book, "Flywheels: How Cities Are Creating Their Own Futures." The book was written by Tom Alberg, an early-stage investor and ex-Amazon board member of 23 years, and he explained Bezos'"Day1"attitude. The book also talks about how Bezos overcame the company's early difficulties in attracting investors. Alberg described the rules that - [The Customer Feedback CONSPIRACY](https://www.cxobsession.com/the-customer-feedback-conspiracy/) - Of course, you are asking for customer feedback. Yes? Opps, sorry, that is one of the dumbest things you can do. Don't take my word for it - watch this amusing video with James Dodkins keynoting at the recent Lean Six Sigma conference in Iceland. 'The Customer Feedback Conspiracy" [youtube https://www.youtube.com/watch?v=5iSJ-B8VZ4M?feature=player_embedded] Catch James - [5 Immediate Comprehensive Tools for You to Absolutely Become Outside-In](https://www.cxobsession.com/5-immediate-comprehensive-tools-for-you-to-absolutely-become-outside-in/) - Get Your Hands-on double-quick with these five tools that enable you and your company to become Outside-In. In this five-day rapid-fire series access the tools that help you to become truly customer-centric from the Outside-In. When the Book Outside-In The Secret was written more than a decade ago few of us could have appreciated the - [BP Group Signs New Partnership with Skai, Africa](https://www.cxobsession.com/bpg-signs-new-partnership-with-skai-africa/) - BPGLondon, 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 - [👉 Become a Qualified Process Professional (You owe it to Yourself) 👍](https://www.cxobsession.com/👉-become-a-qualified-process-professional-you-owe-it-to-yourself-👍/) - November 22-23 for the Certified Process Professional (1 or 2 day options) Review the details: https://bit.ly/CPProfessional CERTIFIED PROCESS PROFESSIONAL(CPP) VIRTUAL, LIVE AND INTERACTIVE ONE OR TWO DAYS @ 5 HOURS PER DAY NINE EXERCISES WITH TEMPLATES SEVEN CASE STUDY VIDEOS TO REVIEW OFFLINE HANDOUTS INCLUDING FTHE BOOK: 'OUTSIDE-IN. The Secret of the 21st centuries leading companies' BONUS Executive Insights Deck 'Making the Case for Change'Groundbreaking content - [Are You Sure You Want Faster Horses?](https://www.cxobsession.com/if-i-had-asked-them-what-they-wanted-they-would-have-said-faster-horses-henry-ford/) - "If I had asked them what they wanted they would have said faster horses" Henry Ford - [The Six Most Popular and Challenging Customer Experience Videos](https://www.cxobsession.com/what-are-the-six-most-liked-customer-experience-videos/) - The YT channel features more than 500 videos that talk about business transformation, customer experience, and business process management. What are the topics that grab your attention? Here are the ones that are getting the greatest traction at the moment... - [Results-Oriented Communications are Now Emerging.](https://www.cxobsession.com/results-oriented-communications-are-now-emerging/) - Results-Oriented Communications Are Now Emerging Jim Sinur says "It is becoming painfully evident that traditional communication channels are just not making the grade in these days of group innovation and fast-moving change. Organizations are dealing with communication challenges that are accelerating in today's demanding world. If you have ever had to manage, influence, guide, or - [BP Group Annual Survey 2021: FIVE significant CX Challenges and the emerging Next Practices](https://www.cxobsession.com/bp-group-annual-survey-2021-five-significant-cx-challenges-and-the-emerging-next-practices/) - Introduction and BackgroundThe 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 - [What Rests, Rusts. Step Up to the Bright, Shiny New Accredited Customer Experience® Program](https://www.cxobsession.com/the-acx-program-features-the-accredited-customer-experience-professional/) - The ACX Program features the Accredited Customer Experience Professional® (ACXP® 2 day x 5 hours per day) LIVE online INTERACTIVE The ACX Program also includes Accredited Customer Experience Master® (ACXM® 4 day x 5 hours per day) LIVE online INTERACTIVE Testimonials... hear what others say... It’s been an honour and privilege to participate and attend - [Employee Liberation for Successful Customer Outcomes!](https://www.cxobsession.com/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 - [Five insights from the Customer Experience icons we should all Act on.](https://www.cxobsession.com/five-insights-from-the-customer-experience-icons/) - [FIVE significant CX Challenges - “Too Much Theory, not Enough Delivery”(Pt. 4)](https://www.cxobsession.com/five-significant-cx-challenges-metrics-are-just-not-good-enoughpt-4/) - Last week we reviewed the third of the five main CX Challenges -Mindsets Are Getting In Way (link). The BP Groups 30th Annual Survey focuses specifically on developing challenges facing the adoption of Customer Experience and Customer Centric practices. We have now reviewed 3 of the 5 challenges, let's see how industrial era metrics prevent - [FIVE significant CX Challenges - “Effective Communication is An Enormous Problem ”(Pt. 5)](https://www.cxobsession.com/five-significant-cx-challenges-effective-communication-is-an-enormous-problem-pt-5/) - Last week we reviewed the 4th of the five main CX Challenges -Metrics Are Just Not Good Enough (link). This week, in the final segment, we asked the question "Are CX Communicatons working well?" The BP Groups 30th Annual Survey focused specifically on developing challenges facing the adoption of Customer Experience and Customer Centric practices. - [🏭 Industrial Era Outputs To Successful Outcomes - it's Not Rocket Science! 🚀](https://www.cxobsession.com/outputs-to-outcomes-it-is-not-rocket-science/) - You may have seen the recent posts discussing the difference between inside-out (industrial era) and Outside-In (Customer Age) thinking and practice. At the heart of the difference is the contrast between Outputs and Outcomes. In the Industrial Age Outputs were king in the form of cars made, factories built, pizzas delivered, and so on. It - [Move up That Ladder with CX Excellence](https://www.cxobsession.com/move-up-that-ladder-with-cx-excellence/) - REGISTER NOW! Thank you Steve, very intense 4 days but amazing and already putting it into practice! Edwin De Lange, Manager: Customer Experience Design at Mercantile Bank, South Africa I was struck with awe on the versatile yet practical experience that you shared. Thanks for the wonderful session this weekEngineering Business Systems at Qatar Petroleum, Qatar - [FIVE significant CX Challenges - “Is Your organization fully attuned to YOUR customer?”(Part 3)](https://www.cxobsession.com/five-significant-cx-challenges-cx-mindsets-are-wrong/) - Last week we reviewed the second of the five main CX Challenges - Customers Have Changed Forever (link). The BP Groups 30th Annual Survey focuses specifically on developing challenges facing the adoption of Customer Experience and Customer Centric practices. Over the next few weeks, we will review each of the main challenges and the emergent - [FIVE significant CX Challenges - “Does Your CX Measurement System Work Well?”(Part 2)](https://www.cxobsession.com/does_your_cx_measurement_system_work_well/) - The BP Groups 30th Annual Survey focuses specifically on developing challenges facing the adoption of Customer Experience and Customer Centric practices. Last week we reviewed the first of the five main CX Challenges - Customers Have Changed Forever (link). Over the next six weeks, we will review each of the main challenges and the emergent - [FIVE significant CX Challenges and the emerging Next Practices (Part 1)](https://www.cxobsession.com/five-significant-cx-challenges-and-the-emerging-next-practices-part-1/) - Introduction and BackgroundThe 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 - [The Need for Multi-Experience Management](https://www.cxobsession.com/the-need-for-multi-experience-management/) - The rules today incent organizations to pay people for doing tasks and activities. We have to change that. If we incent people to achieve Successful Outcomes then we win for the employees, customers, shareholders, in fact, everyone except the competitors! This is what PARALLEL enables. Watch the video and try it for free. Access PARALLEL: - [5 Steps to Being the Richest guy on Planet Earth 🌏](https://www.cxobsession.com/5-steps-to-being-the-richest-guy-on-planet-earth-🌏/) - How did Jeff Bezos do it? Another 'start in the garage' superpower? In this short interview, Jeff Bezos shares his wisdom as he prepares to rocket off to new pastures (well new orbits). - [Are You Just Fluffing Around or Do You Really Get Customer Experience?](https://www.cxobsession.com/watch-and-learn-as-most-innovative-ceos-on-the-planet-show-us-the-cx-how/) - Words from the Wise as we review an assemblage of excellent leaders talking through Customer Experience. Whether it is Herb Kelleher, Jeff Bezos, Tony Hsieh, or Richard Branson, there is something for everyone here. - [Bad Ass Innovation!](https://www.cxobsession.com/the_six_step_innovation_approach/) - Join me for thirty minutes that could change your world... and I promise I will NOT hypnotize you ;-) https://tiptopinfluencers.com/innovatinginnovation6steps What is there not to like? - [Busting That Silo Working Mentality](https://www.cxobsession.com/busting-that-silo-working-mentality/) - This time we feature a nice short video from the CX Rockstar James Dodkins. A quick google search on 'Silo working' reveals 37.1 Million finds and this is not a new topic. Hammer and Champy were not the first to raise the issue in 1993, but they were early advocates of sweeping away that silo - [Change Architect of the Year](https://www.cxobsession.com/change-architect-of-the-year/) - The Global Change Architect of the Year is announced! And the 2021's award goes to... Edwin de Lange in South Africa. The BP Group and Affiliates are pleased to announce the winner of this years prestigious ‘Change Architect of the Year’ Award goes to Edwin de Lange, Manager: Customer Experience Design at Mercantile Bank, South Africa. - [One Day Masterclass April 21 Business Transformation Hands-on](https://www.cxobsession.com/one-day-masterclass-april-21-business-transformation-hands-on/) - Developing the skills to 'see around corners' is just one of the factors that separate high performing professionals and companies from the also-rans. That is what this one-day Masterclass, led by Number One Best Selling Author, Global 20 Guru and Consultant to the best, Steve Towers, is all about. This is an intensive hands-on workshop - [Transformation 2020 version](https://www.cxobsession.com/transformation-2020-version/) - 30-minute keynote shares the future. Did you see the Dare! the best selling book launch in February? It features the story of the transformation of Apa Nova, a Veolia company, based in Romania. It is a great story - you can access the book here - https://www.amazon.co.uk/DARE-Behind-Business-Transformation-Project/dp/1916312004/httpwwwstevet-20 In addition, the authors participated in a conference - [OutsideIn goes ONLINE with Steve Towers](https://www.cxobsession.com/outsidein-goes-online-with-steve-towers/) - Hey, Steve here, 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 ‘Next practices’ to complement your customer experience/process certification. For the first time ever, I’ll be - [It is the end of the world as we know it... but I feel fine](https://www.cxobsession.com/it-is-the-end-of-the-world-as-we-know-it-but-i-feel-fine/) - The following from C. S. Lewis was written in 1948 after the dawn of the atomic age. Just substitute COVID-19 for the Atomic bomb and you will get the shivers. In one way we think a great deal too much of the atomic bomb. “How are we to live in an atomic age?” I am - [Uncovering the Secrets of the Top Influencers](https://www.cxobsession.com/uncovering-the-secrets-of-the-top-influencers/) - Who are the best and what are their secrets? I revisited my lists of sources, contacts and influencers, brought them up to date (the last two years or so) and collated the best across the domains I operate in. I included the recent Award winners acknowledged for their contributions to business. The result you can access below which contains the people, their LinkedIn connections, their best videos and in some cases additional resources. - [The One Template To Rule Them All?!](https://www.cxobsession.com/the-one-template-to-rule-them-all/) - Simple things can be very very effective and that is certainly the case with this 'go-to' template. Based on the Next Practice of some of the worlds leading companies completing this could change the way you think and do business forever. It is my first interaction with Top Teams and Leaders and I use it - [2021 Recommended Blogging Utility - you will love this!](https://www.cxobsession.com/recommended-utility-you-will-love-this/) - This last 12 months I have experimented with a marvellous little utility that boosts your social postings and articles. Watch the demo at the link below and you will be smitten too. https://lttr.ai/UPph To give you some idea of its impact (and some cracking links) these were my results in the last 4 weeks. TOP - [The Crazy Secret of the Worlds Top Five...](https://www.cxobsession.com/the-crazy-secret-of-the-worlds-top-five/) - Hey Hey! I just wanted to reach out, so you don’t miss out on this limited time offer on my new book Outside-In The Secret of the 21st c. leading companies. You might be thinking, what is Outside-In? To sum it up, ‘Outside-In The Secret’ reveals the fundamental difference between the top-performing companies and the - [Qualifications in Customer Experience 2021 🥉](https://www.cxobsession.com/qualifications-in-customer-experience-2021-🥉/) - CX Qualification in 2021 - review here ✅ - [BPG PROFESSIONAL EDUCATION ADDS NEW OUTSIDE-IN COURSE TO 2021 PROGRAM](https://www.cxobsession.com/new-course-offers-critical-training-organizations-need-to-upskill-their-workforce-and-gain-an-edge-in-the-new-normal/) - 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 - [BP Group Signs New Partnership with The CX Group](https://www.cxobsession.com/bp-group-partners-with-cx-group-africa/) - BP GroupLondon, England >> FOR IMMEDIATE RELEASE - [Outputs and Outcomes - what is your Poison?](https://www.cxobsession.com/an-output-is-something-you-produce-an-outcome-is-its-result/) - An output is something you produce; an Outcome is a result of what you produce. “I have answered the customer query” is an output, “I have solved the customer problem” is an outcome. Here’s another… “We have made 10 cars today” is an output, “I have sold 10 cars today” is an outcome. As Steve - [The CX Quote Book... How do You Increase Customer Loyalty?](https://www.cxobsession.com/how-do-you-increase-customer-loyalty/) - Get the Book here: http://bit.ly/CX365Quotes - [The CX Quote Book... Make a Fortune...](https://www.cxobsession.com/the-cx-quote-book-make-a-fortune/) - Get the Book here: http://bit.ly/CX365Quotes - [🖐 The Five Avoidable Mistakes of 80% of Customer Experience initiatives](https://www.cxobsession.com/🖐-the-five-avoidable-mistakes-of-80-of-customer-experience-initiatives/) - Strategic positioning of customer experience is now widely recognized as a key to business success. If you’re customer-first and do it in a smart way, then it can help the company.Gartner 2021 Unfortunately, the majority of many well-intended CX initiatives become a victim of organization inertia and bureaucracy and sink to the level of metrics - [The CX Quote Book... 365 days of inspiration!](https://www.cxobsession.com/no-one-is-never-not-in-an-experience/) - Get the Book here: http://bit.ly/CX365Quotes - [How to Meet the challenge of the Digital Customer](https://www.cxobsession.com/executives-are-struggling-there-is-a-collective-fear-of-the-kodak-moment/) - 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 - [How to Meet the challenge of the Digital Customer - Video & FREE Book](https://www.cxobsession.com/how-to-meet-the-challenge-of-the-digital-customer-video-free-book/) - Here is a two-minute snap video and a copy of Outside In The Secret, the seminal book that will change the way you think about work forever. (updated for 2021) Join your fellow professionals in getting more scientific about the Customer Experience. - [Three Secret (Top Team) Reasons why we have to get more scientific about the Customer Experience](https://www.cxobsession.com/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 - [BPM Tips for 2021 (and Beyond)](https://www.cxobsession.com/bpm-tips-for-2021-and-beyond/) - Which #BPM skills will be hot in 2021? Check out answers from 20+ experts! https://lnkd.in/eN3FM2a thanks to Zbigniew Misiak (LinkedIn https://www.linkedin.com/in/zbyszekmisiak/) With contributions from: Jim SinurSteve Towers Tony BenedictLloyd DuganMarlon DumasScott FrancisIan GottsBarbara HodgePaul Holmes-HigginCristian IvănușMathias KirchmerHolly Lyke-Ho-GlandJan Mendling Juergen PitschkeBrian RealeAdrian ReedPedro RobledoMichal RosikTomislav RozmanAlec SharpPhil SimpsonJames TaylorMiguel Valdés-Faura There are some notable Tips in there. I - [6 Steps to Customer Obsession (and Why)](https://www.cxobsession.com/6-steps-to-customer-obsession-and-why/) - Disruption Rules…For more than eleven decades, Gillette ruled the world of shaving. In 2010 it had a 70% market share, now today (2021) it is around 54%. The emergent market leaders are a pair of start-ups, Harry's and Dollar Shave Club. The newcomers' secret includes understanding changing customer needs, a narrow product line, incisive data - [What are Moments of Truth?](https://www.cxobsession.com/what-are-moments-of-truth/) - Since the days of Richard Normann, the guy who invented the business term 'Moments of Truth' and Jan Carlzon's book in 1989, the business world has interpreted Moments of Truth in several ways. I have also published many articles and conference keynotes (see the MOT primer below) reviewing the continued evolution of this interesting concept. - [Six CX Facts that will shake you](https://www.cxobsession.com/six-cx-facts-that-will-shake-you/) - The Bottom Line 76% of consumers say they view customer service as the true test of how much a company values them. (Aspect) 60% of consumers have higher expectations for customer service now than they did just one year ago. (Parature) 74% of consumers have spent more due to good customer service (Ebiquity) 67% of - [The five crucial things successful CX organizations do every day](https://www.cxobsession.com/the-five-crucial-things-successful-cx-organizations-do-every-day/) - Most successful CX organizations do these things to lift their game.Let's review their winning approaches.Then Model your own strategy based on these leading CX 'next' practices. The article is a build on terrific feedback from my recent ‘5 Critical Failures of 80% of Customer Experience initiatives’.(You can see that here: http://bit.ly/5CriticalFailures) “Success does not consist - [Business Mumbo Jumbo that frustrates everyone](https://www.cxobsession.com/business-mumbo-jumbo/) - Can we circle back and touch-base on this later? Do you feel like you are being drowned by jargon? Grammarly recently researched the most popular phrases used in the work context and the list includes these gems... Low Hanging FruitLeverage (do you leverage leverage?)Open the Kimono (that is creepy, sexist and racist all at the - [Thinking of striking out by Yourself in 2021? Watch this ;-)](https://www.cxobsession.com/it-says-what-it-does-on-the-tin-groovefunnels-so-austin-powers/) - Top 10 Reasons You Should Build Your Business On GrooveFunnels Watch this entire video to learn about all the benefits of using GrooveFunnels to build your business! Sign up for your FREE LIFETIME ACCESS to GrooveFunnels at https://groovepages.groovesell.com/a/GCNFtRXcc9lS (Hey thank me later eh?) Steve I have just done a 3 minute explainer video for Outside-In - [The North Star Metric and Why You Need It Now](https://www.cxobsession.com/creating-your-north-star-metric/) - Have you got a North Star metric? It's one of the essential things for any company looking to innovate and drive growth. If you haven't created one yet, it is time to seriously figure it out. And today, I will be explaining what a North Star metric is, why it's essential, and how to come - [Is Your Call Centre killing Great Customer Experiences? (Part 2 of 3)](https://www.cxobsession.com/is-your-call-centre-killing-great-customer-experience/) - Contact center metrics may be crippling you - [Keep it simple stupid.... (simple technique can shake things up)](https://www.cxobsession.com/nsat-may-be-just-the-thing-you-are-looking-for/) - Often times it is ludicrously simple techniques that are so powerful. I would say that about the North Star Alignment Template #NSAT It is so compelling... https://lnkd.in/dNEvANA (this could just change the way you work forever - it did that to me!) #processmanagement #processexcellence #processtransformation #customerexperience #cx #innovation #leadership #ccxp #cxpa #acxm #acxs #acxp #cpp #cppm #cppc #businesstransformation #customercentric #innovationleadership #bpm - [Accredited Customer Experience program](https://www.cxobsession.com/accredited-customer-experience-program/) - This is the State of Play and Offerings in South Africa. Next week we will feature the United States, then Europe, Australia, India and the Rest of the World. Link navigation: ____________________________________________ Blog | https://bit.ly/CXO2021 BPG Website | https://bit.ly/BPG2021 Steve Towers Web | https://bit.ly/SBT2021 Twitter | https://bit.ly/SteveTowersTwitter YouTube | https://bit.ly/ST_Youtube - [Did you see this Fast Company Article on Innovation?](https://www.cxobsession.com/innovation-needs-innovating-according-to-fast-company/) - Hey …did you know that Illumina, was able to bring the price of their technology down from $300,000 per genome to $1,000? - [Innovation Masterclass in 13 minutes... seriously!](https://www.cxobsession.com/innovation-to-overcome-those-suffering-covid-shock/) - The CEMMethod Six Step Innovation (6Si) approach is sure to win hearts and minds of those needing to Innovate in organizations suffering Covid Shock. If you like I let me know - I have a couple of neat bonuses in the swing. - [The 5 Secret Steps to Process Masterdom](https://www.cxobsession.com/the-5-secret-steps-to-process-masterdom/) - Do you ever have that sneaky feeling that we can get so much more out of our business processes? Are you Struggling to get support from the organization for your change? Are you curious about what are the best proven techniques (that go way beyond Lean and Six Sigma)? If so you are in the - [Customer Experience Quote Book](https://www.cxobsession.com/customer-experience-quote-book/) - The Customer Experience Quote Book: 365 Customer Experience Quotes by the World's Top CX & Business Leaders by James Dodkins My rating: 5 of 5 stars Really clear quotes chosen by someone who knows his stuff. They are to the point and include folks you sometimes wouldn't expect to see in a book like this. - [Change Architect of the Year](https://www.cxobsession.com/change-architect-of-the-year-award-goes-to-roland-naidoo/) - The Global Change Architect of the Year is announced! And 2020's award goes to Roland D Naidoo in South Africa. The BP Group and Affiliates are pleased to announce the winner of this years prestigious ‘Change Architect of the Year’ Award goes to Roland Naidoo, Head of Customer Operations at Multichoice in Africa. The Award, now in - [Do you have the Right Obsessions?](https://www.cxobsession.com/obsess-over-your-customers/) - In one minute you have the distilled strategy from the man who has created an empire with a very simple philosophy. We live, eat and breathe this stuff. Come and learn how to do it for you and your organization. We can't promise you will become another Jeff but you will change to healthier Obsessions! - [The Reason Why You Will Never Become Customer Centric](https://www.cxobsession.com/customer-centric-you-are-not/) - Business failures are all around us, nothing new there then. If we go back a decade or so we saw the demise of Nokia, we've seen companies like Blockbuster crash and burn, and other companies in the High Street whether it's in Europe or in the US disappear and never to be seen again. Why - [The reason why you will not become Customer-Centric](https://www.cxobsession.com/the-reason-why-you-will-not-become-customer-centric/) - Business failures are all around us, nothing new there then. If we go back a decade or so we saw the demise of Nokia, we've seen companies like Blockbuster crash and burn, and other companies in the High Street whether it's in Europe or in the US disappear and never to be seen again. Why - [Call Centre Metrics are the Reason Customers Are so Unhappy (part 1)](https://www.cxobsession.com/call-canters-fail/) - Here are seven classic examples from a recent blog of someone selling Call Centre Services. No, I really am to polite to call them out. I thought I had travelled back in time 50 years, but I am appalled there are people still doing this?! Why are these so Wrong? Answers on a post card - [TipTop Influencers](https://www.cxobsession.com/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 - [Innovators Innovating Innovation](https://www.cxobsession.com/innovators-innovating-innovation/) - Limiting mindsets. A scourge of modern times and a limit on human performance keeping us in thought straight jackets. If you want something new you have to stop doing something oldPeter Drucker So what are modern day thinkers and Innovators doing to break out of preconditioned constraining beliefs? Well if you google 'innovation' you get - [What is the key that picks any lock?](https://www.cxobsession.com/what-is-the-key-that-picks-any-lock/) - Patterns. They are Fascinating. If you can understand them, and model them then you can deliver amazing results. When I was a young kid I loved the weather forecast on TV. All those swirly lines (isobars as I was later to discover) and fronts. Then I discovered astronomy, got a telescope, and stared in awe - [LIVE online Outside-In with Steve Towers & Partners](https://www.cxobsession.com/live-online-outside-in-with-steve-towers-partners/) - I can't believe it is this simple... 4 Minute overview of the content of the 6 sessions over 6 weeks at 3 hours per week Hi Steve here, as an aside I first ran these sessions in December last year and they were very well received, despite being on a Sunday, so ignore my comment - [Congratulations to Ridwan Gattoo ACX Mentor](https://www.cxobsession.com/acx-mentor-qualification/) - Congratulations to a newly qualified ACX Mentor Ridwan Gattoo in South Africa! Having qualified through the ACX Professional, ACX Masters and now the ACX Mentor Ridwan has passed all the tests to be a qualified ACX Mentor. Congratulations Ridwan! Find out more about the Certification and Accreditation programs at the https://www.bpgroup.org - Online and Inclass, - [Learn the 8 questions that transform your Customer & Employee Experiences forever](https://www.cxobsession.com/free-bpgroup-webinar/) - FREE webinar from the BP GroupAccess this FREE webinar featuring the OUTSIDE-IN STRATEGIC MATRIX (OISM) and the SUCCESSFUL CUSTOMER OUTCOME CANVAS (SCOC) Access this powerful toolkit with downloadable templates to use immediately. What will they do for me? Change your perspective to looking at your life and work to the Outside-In (the way guys like - [James Dodkins Online Tour Rocks Customer Experience!](https://www.cxobsession.com/james-dodkins-online-tour-rocks-customer-experience/) - BIG ANNOUNCEMENT! The ACXS™ training and certification program is now available online. Get instant access to 25 video lessons and become certified as an Accredited Customer Experience Specialist – the first choice certification for CX disrupters. https://acxs.kartra.com/page/acxs You will learn how to connect with your customers at a deeper level, understand their expectations, where they - [Customer Experience world-class online training](https://www.cxobsession.com/acx-masters-online-customer-experience-certification-from-the-bp-group/) - The online ACX Masters program gives Customer Experience and Business Transformation leaders the opportunity to go beyond surface-level presentation and get hands-on, practical takeaways to enable their own successful, business-wide transformations. Attracting 100,000+ global professionals for those handling seismic business change, this Masterclass provides a Fast track look into customer experience management, change, leadership, BPM - [Rockin in the real CX World](https://www.cxobsession.com/rockin-in-the-real-cx-world/) - Coming to London in March and will blow your #cx and #ux socks off!! And this keynote is sponsored by the new platform that transforms the way you approach #process and #customerexperience forever. Sign up for a free account at www.theexperiencemanager.com - [Customer Obsession](https://www.cxobsession.com/customer-obsession/) - We can learn a lot from Jeff Bezos. 60 seconds may be enough when you understand how he creates success. - [The Customer Experience definition](https://www.cxobsession.com/definition-of-customer-experience/) - What is the definition of Customer Experience?The definitions of customer experience are many however in 99% of cases incorrect. Why so? Well simply because they are from a company viewpoint, that is 'Inside-Out'. A truly customer-centric definition needs to see customer experience through the customer's actual experience. Accordingly, the CX definition the BP Group and - [4 Reasons to attend Steve Towers Masterclass in London](https://www.cxobsession.com/4-reasons-to-attend-steve-towers-masterclass-in-london/) - I am returning to #England for my annual Steve Towers#masterclass in #london #cuxtomerexperience #cx #process #acxs #acx #ccxp Don't be shy, come and learn the latest, greatest techniques as practised by companies like #amazon #zara #zappos and #emirates https://londonstevetowersmasterclass.eventbrite.com We are bringing to the table the newest innovations and hands-on methods to immediately deliver success on your return to work. Yes, these sessions are fun, and what with London just before Christmas, what - [The CX Online Playbook](https://www.cxobsession.com/the-customer-experience-online-playbook/) - Crafting the right professional profile is key to achieving success. Steve Towers offers sage wisdom on the hows and whats with his free book on how he has achieved his notoriety. - [CX and Technology - where to now?](https://www.cxobsession.com/cx-and-technology-where-to-now/) - The latest CX and Technology stats from Blake Morgan - [This works way better than any tips or techniques...](https://www.cxobsession.com/this-works-way-better-than-any-tips-or-techniques/) - Hi - Steve here :) 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 - [SEVEN STEPS TO ENSURE YOUR PROCESSES AND CX ARE TIP-TOP FOR 2020](https://www.cxobsession.com/online_cx_training_fully-_certified/) - INTRODUCING… the much requested (and anticipated) now available ONLINE Outside-In training. To compliment our globally successful classroom program (now 118 countries with 100,000+ certified professionals) I am running SIX online live sessions over SIX weeks. If you are already qualified it is 80% NEW STUFF. If you are not then COME ON DOWN. Early Bird - [ACX Specialist Launches](https://www.cxobsession.com/acx-specialist-launches/) - Our favourite CX Rockstar James Dodkins tells you about the launch of the new program... And you can register here: DUBAI - ICELAND - BRATISLAVA - [The Ten Commandments of Customer Experience (updated)](https://www.cxobsession.com/the-ten-commandments-of-customer-experience-2/) - It is good to have a guide in life. Many of us share political creeds, religious beliefs and codes of honor to guide our decision making. Wouldn’t it be crazy good to have the same for the doctrine of Customer Experience? When I co-authored the best selling book “CEM Success without Exception” back in 2006 - [Steve Towers Masterclass comes to Denver](https://www.cxobsession.com/steve-towers-masterclass-comes-to-denver/) - Online pre and post Masterclass meets I will be in the room for you every step of the way. Whether you signup for the one or two day option there is a preliminary video and optional signup Zoom meeting. Post-session we schedule an online meet to review progress and answer questions. How learning by doing - [Customer Centricity Awards North America](https://www.cxobsession.com/customer-centricity-awards-north-america/) - I am proud to officially announce my participation as one of the judges at the “North American Customer Centricity Awards” organised by Arcet Global. Hosted in Dallas, Texas, this event showcases the best in customer experience and leadership across North America. Sharing ‘next’ practice, case studies and learning from each other’s success across a wide - [Releasing your full potential](https://www.cxobsession.com/releasing-your-full-potential/) - Life is not in compartments. Our personal lives flow into our work lives and affect everything we think, feel and do. We need blends in our life, approaches which are holistic and help us progress through challenging times as well as expand our own personal growth and awareness. That got me to formally offer up - [Time to Upgrade your skills](https://www.cxobsession.com/time-to-upgrade-your-skills/) - It seems that the only consistent thing today is change. With that in mind, how are you keeping up with the seismic shifts in doing business? We upgrade our homes, our cars and our lifestyles as a matter of course. When was the last time you upgraded YOU? No, I don't mean a fancy new - [CX is a FAD](https://www.cxobsession.com/cx-is-a-fad/) - I think we should all pay attention to this. You know #CX is in trouble when you need to explain it over, and over again! Join us soon at an event in a City near you! CPP MasterJoburgOct 7-10https://joburg44thcppmasters.eventbrite.comACX SpecialistManchester, UKOct 14-16http://bit.ly/JamesManCPP MasterDetroit, USNov 4-7https://detroit_cppmasters_2019.eventbrite.comACX MasterJoburg, SANov 11-14https://joburgacxm.eventbrite.comACX/CPP ChampJoburg, SANov 25-28https://joburgchamps.eventbrite.comCPP MasterCape Town, SADec 2-5http://bit.ly/CapeTownMasters CPP - [Customer Obsession v. Customer Focused](https://www.cxobsession.com/customer-obsession-v-customer-focused/) - Jeff Bezos encourages us to become Customer Obsessed (see video snippet) however Netflix's journey to CX Obsession is less well known. Here is an extract from a great article (link below): From Gibson Biddle, former VP at Netflix and CPO at Chegg In 2005, as I joined Netflix as VP of Product, I asked Reed - [Calling wannabe CPP Masters™ in Detroit](https://www.cxobsession.com/calling-wannabe-cpp-masters-in-detroit/) - Everyone needs to keep pace with the changes happening in and around business these days. Gone are the times when attending a talking heads training course was good enough when the need is to return to work with a proven and tested approach that simply works immediately. That is what the Certified Process Professional Masters - [The Need for Experience Management](https://www.cxobsession.com/the-need-for-experience-management/) - The rules today incent organizations to pay people for doing tasks and activities. We have to change that. If we incent people to achieve Successful Outcomes then we win for the employees, customer, shareholders, in fact, everyone except the competitors! This is what The Experience Manager enables. Access The Experience Manager: The worlds first Outside-in - [The pioneer of all things Outside-In?](https://www.cxobsession.com/who-was-the-first-pioneer-of-outside-in/) - Who started #customerexperience ? Well, there has always been a customer experience, however, it is only in the last 20 years that companies have realized the need to get scientific about shaping and innovating #CX. Who was the pioneer that did that first? And in doing so shifted the emphasis from Industrial Age thinking to - [Bridging the Gap (Industrial Age > Customer Age)](https://www.cxobsession.com/bridging-the-gap-industrial-age-customer-age/) - During my encounters with global business leaders, I am frequently asked the question of what is the difference between Lean Six Sigma (LSS) and Outside-In thinking and practice? Often the question is prompted as a consequence of the huge investment many large corporations have made into up-skilling their people and processes to LSS. Many times - [CX Power Hour August 7th](https://www.cxobsession.com/cx-power-hour-august-7th/) - [CX POWER Hour webinar](https://www.cxobsession.com/customer-experience-management-ecosystem/) - In just 60 minutes we will evaluate the 4 elements of a Customer Experience Management Ecosystem and how they can provide your organization with a company-wide ecosystem of CX management that focuses all of your team's efforts and resources on delivering amazing customer experiences. - [The 7 most popular Customer Experience Articles](https://www.cxobsession.com/the-7-most-popular-customer-experience-articles/) - Google tells us that Customer Experience is a significant and trending topic, the graph below ably demonstrates that point. (See google trends) However, given all the noise what are THE most popular articles on the theme? Here we present the seven most popular of the last couple of years. Read and share 7th: Putting customer - [Moments of Truth structure](https://www.cxobsession.com/moments-of-truth-structure/) - The roles in and around Moments of Truth Management - Guest article, Doug Bell To turn an organization into a Successful Customer Outcome-producing machine, adopt a simple governance structure that is easy to deploy and operate: The Experience Manager leads the experience team for a specific customer experience. They are the central figure for: Setting - [Transforming Customer Experience FREE Webinar](https://www.cxobsession.com/transforming-customer-experience-free-webinar/) - A STRUCTURED step by step GUIDE to understanding and acting on REAL Customer Needs. This webinar features the rarest alchemy of converting customer experiences into precious metal. Steve Towers walks you through a case-study in the creation of two pivotal tools, the Outside-In Strategic Matrix (OISM) and the Successful Customer Outcome Canvas (SCOC). Review the content: FREE Webinar: - [Your definition of CX is wrong...](https://www.cxobsession.com/your-definition-of-cx-is-wrong/) - And the controversy continues... is this the one that will really upset some people? To learn how others shape their Total Experience on behalf of customers, employees, stakeholders and shareholders join us at one of these venues soon… Denver: https://denversummermasters.eventbrite.com London: https://londonacxm2019.eventbrite.com Johannesburg: https://joburg_44th_cppm.eventbrite.com Dubai: https://dubaiacxm_2019.eventbrite.com - [Do you have a CX Vision?](https://www.cxobsession.com/do-you-have-a-cx-vision/) - James Dodkins aka CX Rockstar shares with us the essential need for a CX Vision. Touching on strategy, innovation and customer needs this is required viewing for everyone involved with Customer Experience. To craft your CX Vision join us at one of these venues soon... Denver: https://denversummermasters.eventbrite.com London: https://londonacxm2019.eventbrite.com Johannesburg: https://joburg_44th_cppm.eventbrite.com Dubai: https://dubaiacxm_2019.eventbrite.com - [Total Experience Management and Ducks?!](https://www.cxobsession.com/total-experience-management-and-ducks/) - CX Rockstar gets his feet wet... Going beyond process. Going beyond Customer Experience. Going beyond Enterprise Architecture. That is Total Experience Management. And that is going to be THE feature of the upcoming Summer session in London. Review the program: https://lnkd.in/dKVe3Ap Register for the FOUR day session: https://lnkd.in/dRYxuJm - [Innovate or Die...](https://www.cxobsession.com/are-you-innovation/) - If you are looking for Innovative leadership then this will inspire you onwards and upwards. Shared by one of South Africa's most progressive business leaders, Roland Naidoo: Having just left the football field with my 5 year old son I was finally motivated to write this blog. Why? Trying to teach him to kick the - [6 Ways to Transform Process and the Customer Experience (at the Same Time)](https://www.cxobsession.com/6-ways-on-how-to-transform-process-and-the-customer-experience-at-the-same-time/) - Where do I start? 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 ‘traditional process guys’, and the other ‘the customer is first people’, - [The Ten commandments of Customer Experience](https://www.cxobsession.com/the-ten-commandments-of-customer-experience/) - It is good to have a guide in life. Many of us share political creeds, religious beliefs and codes of honour to guide our decision making. Wouldn’t it be crazy good to have the same for the doctrine of Customer Experience? When I co-authored the best selling book “CEM Success without Exception” back in 2006 - [How much do you need to know to know you know you know enough?](https://www.cxobsession.com/how-much-do-you-need-to-know-to-know-you-know-you-know-enough-2/) - Knowing what you don't know is a great starting point - [The 3 Significant Reasons Why You Need The CEMMethod](https://www.cxobsession.com/the-3-significant-reasons-why-you-need-the-cemmethod/) - CEMMethod guides the CX Management Strategy Do you know the CEMMethod? Born in 2001. Launched in 2006. Now in version 11. - [Holiday Reading - Customer Experience & Process Transformation](https://www.cxobsession.com/holiday-reading-customer-experience-process-transformation/) - Just updated the Articles page which connects to my LinkedIn profile. It has been a busy 2018 so far - you can access all the new articles (15 in 6 months) covering all the latest themes in and around Customer Experience Process Transformation. Click on the image to access the individual pieces, however, to whet - [How popular is Customer Experience #CX thinking and practice?](https://www.cxobsession.com/how-popular-is-customer-experience-cx-thinking-and-practice/) - An important question if you are tasked with making Customer Experience #CX work for your organization. Let's contrast and compare current trends! Twitter - Trends emerge when you monitor hashtags, and the shorthand for Customer Experience #cx is a good starting point. When you contrast #CX with other popular management approaches such as #lean #lss and #bpm - [The Successful Technique You Can Use to Transform Your Customer Experiences and Lower Costs, Improve Service & Grow Revenues simultaneously](https://www.cxobsession.com/the-successful-technique-you-can-use-to-transform-your-customer-experiences-and-lower-costs-improve-service-grow-revenues-simultaneously/) - Dr W. Edwards Deming’s famous quote “If you can't describe what you are doing as a process, you don't know what you're doing” is truer today than ever in an increasingly customer-centric Outside-In world. Perhaps we should upgrade the quote to encompass the focus on the customer? “If you can't describe what you are doing as relevant to a - [Recent Blogs | Schedule for end of 2018 | Announcement of the winner of the Draw](https://www.cxobsession.com/recent-blogs-schedule-for-end-of-2018-announcement-of-the-winner-of-the-draw/) - It might be Summer here in the northern hemisphere, however, we are busier than ever! #CX #ACXM #CPP >> UPCOMING ACX AND CPP MASTERS SESSIONS - [One Day CX Transformation in Denver](https://www.cxobsession.com/cx-transformation-in-denver/) - The 10th Accredited Customer Experience Professional returns to Denver on Monday, September 24th. With the latest and most effective CX techniques and toolkits wrapped in the CEMMethod, this is sure to be a terrific one-dayer. https://www.bpgroup.org/denveracxp.html Customer experience has never been more important. 89% of companies now expect to compete mostly on the basis of - [Customer Experience & Process Improvement transformation](https://www.cxobsession.com/customer-experience-process-improvement-transformation/) - Customer Experience Training, Accreditation and Certification https://www.bpgroup.org/training.html The #CX and #CPP program for the next six months has just gone live! We are across USA, Europe, South Africa, Australia and the Middle East. If you are looking to upskill and achieve international recognition then review the new program. Is it great? Well don't just take - [SIX proven steps to introduce the CX Management Office](https://www.cxobsession.com/six-proven-steps-to-introduce-the-cx-management-office/) - Companies wishing to build customer loyalty in the midst of a world being digitally transformed need to introduce the Customer Experience Management Office. Existing approaches such as Program Management Offices do not address the need of the organization to become customer-centric. According to the Project Management Institutes definition “PMO's serve as a means to standardize project-related governance - [Successful Personal Outcomes Relaunches](https://www.cxobsession.com/successful-personal-outcomes-relaunches/) - This hugely popular initiative, Successful Personal Outcomes, now in its third year, is once again available. With half a dozen videos and supporting materials, I walk you through how to model the approaches that have created success for people like Steve Jobs, Richard Branson, Anthony Hopkins and Tony Robbins. To preview the contents and get - [Elevate Your CX Professionalism! 7 great ideas...](https://www.cxobsession.com/elevate-your-cx-professionalism-7-great-ideas/) - The CX Professionals Online Profile Playbook 7 secrets to Elevate your CX Professionalism What You're Going to Learn: Click on any Chapter to jump to the Playbook Chapter 1: Why this Playbook was Created and Who Wrote it. Chapter 2: Your Digital Stack: What kind of Online Profiling should CX Professionals invest their time in (and - [PARTNERSHIP >> CONFERENCE >> $500 UP FOR GRABS!](https://www.cxobsession.com/partnership-conference-500-up-for-grabs/) - BPG News Update: 1. New Partnership Launched 2. Upcoming Recommended Conference (featuring the CX Rockstar) 3. New Competition - Promote yourself and win $500 > New Partnership launched in Australia/New Zealand - [CX Rockstar James Dodkins interviews Joseph Michelli - driven to delight?](https://www.cxobsession.com/cx-rockstar-james-dodkins-interviews-joseph-michelli/) - JOSEPH MICHELLI. Joseph Michelli is an American psychologist, speaker, and author. He began writing business books in 2004 with Best-selling books including The Starbucks Experience, The New Gold Standard, Prescription for Excellence, and Driven to Delight. Watch this engaging video as he is interviewed by James Dodkins. Get in touch with Joseph Michelli Facebook: https://www.facebook.com/TheMichelliExperience Twitter: https://twitter.com/josephmichelli - [Three fundamental building blocks for CX Excellence - Employee Experience](https://www.cxobsession.com/three-fundamental-building-blocks-for-customer-experience-excellence/) - Three excellent mini videos from best selling author and Rockstar.cx founder James Dodkins that really frame current thinking around #CX and its key component the Employee Experience #EX. With insights from Shep Hyken, Disney and Zappos go grab a coffee and enjoy a 10-minute break and look through the lens of Customer Experience Excellence. Customer - [Stop trying to fix the Customer Experience!!](https://www.cxobsession.com/stop-trying-to-fix-the-customer-experience/) - What significantly differentiates the top dogs in terms of business results? How can Amazon, Zara, Zappos and Emirates consistently outperform their competitors? Connecting better You and I as consumers connect better with those companies who have a focus on delivering Successful Customer Outcomes, however, that doesn’t immediately come about through wishful thinking, re-engineering processes or - [What does Google know about you?](https://www.cxobsession.com/what-does-google-know-about-you/) - Here's a quick how-to guide to finding out exactly what Google knows. Protect your data Half the battle in protecting your information is knowing where it is, how much is out there, who can get access to it, and then take the necessary measures to protect sensitive information about you AND your family, friends and - [3 reasons why Blockchain will transform every business (need to know!)](https://www.cxobsession.com/3-reasons-why-blockchain-will-transform-every-business-need-to-know/) - I interview the CEO of Blockchain-X and Railz, John Corr on why we need to know about Blockchain and how it is helping to change business forever. When you talk about disruptive technology THIS is the very definition, and believe me all our lives #business and #customer experience are becoming very different as a consequence. - [Design Thinking - a new dawn for industry?](https://www.cxobsession.com/design-thinking-a-new-dawn-for-industry/) - Google trends tell the story that Design Thinking (DT) tops many executive’s 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 ‘Design Thinking’ - [Going behind the 'green line' at Disney](https://www.cxobsession.com/going-behind-the-green-line-at-disney/) - Rockstar.cx (James Dodkins) takes us behind the green line at Disney with Disney EVP Lee Cockerell Join us to find out more of the Outside-In and Customer Centric approaches and techniques at http://www.bpgroup.org/training.html at a session in New York, Washington DC, Denver, London, Dubai, Johannesburg, Sydney in the next 90 days. See you all there! - [Developing the CX Leaders of tomorrow](https://www.cxobsession.com/developing-the-cx-leaders-of-tomorrow/) - We have got to get more scientific about the Customer Experience. The ACXP™ program is designed to introduce, develop and deploy the leading techniques and approaches that connect Customer Experience with immediate and sustained business impact. Join us in a city near you and transform your approach to Customer Experience with immediate and tangible - [It is Needs not wants, stupid.](https://www.cxobsession.com/it-is-needs-not-wants-stupid/) - The critical step in improving customer understanding is to stop asking questions. Instead listen to the customer's opinions, perceptions and expectations. Enter a Disney theme park and you will be greeted by courteous cast members (road sweeps, characters, security personnel) who politely listen, understand and act on the questions customers ask. Using a structured approach - [NEW Customer Experience Coaches](https://www.cxobsession.com/new-customer-experience-process-transformation-coaches/) - Increasingly enterprises are understanding the need to align everything they do with delivering Successful Customer Outcomes. Disney refers to this as "True North" alignment. As the science of delivering True North develops organizations are upskilling their leaders to mentor all employees, from the lunchroom to the boardroom. In the vanguard of these new professionals are the - [The Shocking Truth about Customer Experience](https://www.cxobsession.com/the-shocking-truth-about-customer-experience/) - The single biggest piece of advice I give to senior executives setting out on the Customer Experience journey is to STOP. Yes seriously, the vast majority of CX efforts are completely misaligned. Customer Experience Efforts Misaligned Don’t get me wrong the intentions are good. Unfortunately, it goes something like this: Top Team are listening and - [That Friday feeling rests easy on your soul...](https://www.cxobsession.com/that-friday-feeling-rests-easy-on-your-soul/) - So, I have just got my first day off in 5 weeks! This road trip has covered the UK, Iowa (US), Quebec (Canada), Dubai (UAE) and Johannesburg (South Africa) and I am loving every minute of it. Newly qualified Accredited CX Masters and Champions, Emboldened Executives and Progressive Enterprises make this a joy, so much - [What is so different about Outside-In companies?](https://www.cxobsession.com/what-is-so-different-about-outside-in-companies/) - [We are all leaders in Customer Experience!! That must be true Shep Hyken told us so :)](https://www.cxobsession.com/leaders-customer-experience/) - Three minutes of insight to conjure with... - [Dubai calling for the 4 day ACX Masters program - Upskill now...](https://www.cxobsession.com/dubai-calling-4-day-acx-masters-program-upskill-now/) - What are you doing in the GCC this April? The Dubai ACXM and this Award winning class should be high on your options list. Powered by Eventbrite - [ROCKSTAR CX LIVE - James Dodkins and Shep Hyken talk about the why's and how's of amazing customer experience leadership.](https://www.cxobsession.com/rockstar-cx-live-james-dodkins-shep-hyken-talk-whys-hows-amazing-customer-experience-leadership/) - Watch the full ROCKSTAR CX episode here: https://www.facebook.com/JDODKINS/vid... Get in touch with our rockstar guest Shep Hyken! Website: www.hyken.com Twitter: https://twitter.com/Hyken Facebook: https://www.facebook.com/ShepHykenSpe... LinkedIn: https://www.linkedin.com/in/shephyken/ ACXM Training Orlando 26th March: for CX improvement consultancy and training, customer-centric culture transformation, the ultimate rockstar team building experience and rockstar keynote speakers. Get in touch with James: Email: - [FOUR fundamental questions regarding CX and Outside-In?](https://www.cxobsession.com/four-fundamental-questions-regarding-customer-experience-outside/) - Interviewed by Rockstar.cx on the theme of Outside-In. Here a few 2-3 minute chunks- do feel free to download and share, oh and sign-up for Rockstar.cx cos I know there are some excellent interviews coming up, the most recent with ex Zappos evangelist, Jon Wolske. What and Who is Outside-In? What do Outside-In companies - [Podcast with Roland Naidoo | Live stream - rockstar.cx | Business Awards...](https://www.cxobsession.com/podcast-roland-naidoo-live-stream-rockstar-cx-business-awards/) - Live broadcast with James Dodkins Rockstar.cx This was an interview across the continents (I am currently in Colorado, James is in England) https://www.facebook.com/JDODKINS/videos/1425739797553815/ Do get along to the link - James will be hosting CX Rockstars from all over the globe :) Business Leader in South Africa provides his views on Customer Centricity Roland Naidoo - [What is & Who is Outside-In? (interview by James Dodkins)](https://www.cxobsession.com/outside-interview-james-dodkins/) - Two-minute bite-sized chunk provides the answer. - [What do you mean when you say 'Outside-In'?](https://www.cxobsession.com/mean-say-outside/) - 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 “can you explain to the CEO what this stuff is, why it is different, and how it reframes the work we do?”. I guess I - [Get the inside track with Customer Experience thinking and practice](https://www.cxobsession.com/get-inside-track-customer-experience-thinking-practice/) - The once favorite topic for improving business performance was Lean Six Sigma, however, the last two years have seen the ascendancy of Customer Experience (CX) as a focus for top teams. ‘Google trends’ is a good barometer of emerging interests and this graph demonstrates increasing interest in CX (blue) compared with LSS (red). Curiously the largest - [The Shocking Truth about Customer Experience](https://www.cxobsession.com/shocking-truth-customer-experience/) - The single biggest piece of advice I give to senior executives setting out on the Customer Experience journey is to STOP. Yes seriously, the vast majority of CX efforts are completely misaligned. CX Efforts Misaligned Don’t get me wrong the intentions are good. Unfortunately, it goes something like this: Top Team are listening and decide - [The 5 most popular Lean Six Sigma Articles](https://www.cxobsession.com/5-popular-lean-six-sigma-articles/) - Google tells us that lean thinking and practice has had its heyday. However, the overlay of ‘digital everything’ makes processes more important than ever, so what are the leading Lean Six Sigma articles of the last 12 months? 5th: Why Lean Six Sigma is a necessity in every industry Intelligence Quality Intelligence Quality is a - [The 5th DC session is now open for registration](https://www.cxobsession.com/5th-dc-session-now-open-registration/) - Come on down guys and gals (don't want to seem sexist) Powered by Eventbrite - [Connecting with Customer Experience](https://www.cxobsession.com/connecting-customer-experience/) - Neat utility that can help with trending Customer Experience topics :) #cx hashtags data by hashtagify.me - [Customers are suffering digital distress – Three proven approaches to ensure you delight and deliver.](https://www.cxobsession.com/customers-suffering-digital-distress-three-proven-approaches-ensure-delight-deliver/) - 1. Design digital experiences around the customer needs, not around your customer mythology Despite mountains of data customer insight remains an elusive animal. As a direct consequence, digital is frequently applied across existing processes without fully understanding customer pain points and the real Successful Customer Outcome. Making invalid assumptions can irritate and permanently drive customers - [5 Reasons why it is time to wrestle Customer Experience AWAY from Marketing](https://www.cxobsession.com/5-reasons-time-wrestle-customer-experience-away-marketing/) - Traditionally Marketing has played the central role in bringing the Customer Experience (CX) to the attention of the organization, and while the intent is good the impact is often very, very bad. Why? Marketing is noted for their soft and fluffy approaches and when it comes down to delivering they simply do not connect sufficiently - [Customer Experience Management (CEM) definition](https://www.cxobsession.com/customer-experience-management-cem-definition/) - Honestly, someone has got a grip on this. How can a definition be so difficult to come by? They are either soft, fluffy and meaningless or, try as they might, nothing to actually do with delivering successful customer outcomes. So there you have it, and here is the definitive definition:Customer Experience Management (CEM or CXM) - [The 5 Critical Failures of 80% of Customer Experience initiatives](https://www.cxobsession.com/the-5-critical-failures-of-80-of-customer-experience-initiatives/) - "We have got to get more scientific about the Customer Experience."Strategic positioning of customer experience is now widely recognized as a key to business success. However, the majority of many well-intended CX initiatives is to become a victim of the organization inertia and sink to the level of metrics on dashboards buried in functional departments. - [The five crucial things successful CX companies do every day](https://www.cxobsession.com/the-five-crucial-things-successful-cx-companies-do-every-day/) - > Most successful CX companies do these things to lift their game> Steve Towers shares the winning strategies> Model your own strategy based on leading CX next practicesThis article is a build on terrific feedback from my recent piece ‘5 Critical Failures of 80% of Customer Experience initiatives’. (You can see that here: bit.ly/CX2017)George Bernard Shaws - [Eight ways to embrace the Enlightened Customer](https://www.cxobsession.com/eight-ways-to-embrace-the-enlightened-customer/) - "We are trying so hard but achieving so little" this phrase echoes around many organisations who are trying desperately to form and execute a customer centric vision and culture. Why is it proving so hard?Guest blog: James DodkinsThe first thing we need to understand is that in the 21st century our customers are very different animals. Both - [Business Process Management, dead and buried, or just resting?](https://www.cxobsession.com/business-process-management-dead-and-buried-or-just-resting/) - I am excited to share this interview with BPM Tips recently where I talk about the evolution of BPM and its play with Customer Experience Management.Interview with Steve Towers – Customer Experience Management and BPM fb.me/4cWCBudd8As always, I would love to hear back from you with any comments and observations, just click the link fb.me/4cWCBudd8 and feel - [We shouldn’t be asking customers what they want because they will tell us.](https://www.cxobsession.com/we-shouldnt-be-asking-customers-what-they-want-because-they-will-tell-us/) - 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.comWe shouldn’t be asking - [Customer Gold - Converting any Customer Experience into a Gold mine](https://www.cxobsession.com/customer-gold-converting-any-customer-experience-into-a-gold-mine/) - Just finished up our webinar Customer Gold - How to convert the Customer Experience into a Gold MineAmong other things, we revealed how to convert any CX into a source of rapid actionable objectivesComments coming in from live attendees have been great!Keep your eyes peeled for the replay tomorrow or the next day!Some really cool - [Is CX working for you? If not these resources might help](https://www.cxobsession.com/is-cx-working-for-you-if-not-these-resources-might-help/) - Neat resources to help with the CX transition stuff...The CX Lifecycle Template (free) – have you got it yet? https://cemnext.com/cxlifecyclemapThe CX Lifecycle Template WEBINAR (free) – if you have the template you have got to do this!https://cemnext.com/auto-webinar-registrationCPP Masters DENVER – a couple of places left in two weekshttps://11thdenvermasters.eventbrite.comCPP Champions DENVER – a weekend special!https://denver7thchampions.eventbrite.com CEM Leaders - [CEM Leaders Masterclass | London | Dubai | Brussels | Geneva](https://www.cxobsession.com/cem-leaders-masterclass-london-dubai-brussels-geneva/) - FREE CEM Leaders half day sessions for senior execs/C levels in London, Dubai, Brussels and Geneva https://t.co/1ddu0YscmF #cx #gencx @JDodkins @stowershttp://www.cemleaders.com - [The Customer Feedback Conspiracy](https://www.cxobsession.com/the-customer-feedback-conspiracy-2/) - Did you know- Customer Feedback is one of the worst things you can do? Listen to this emotive keynote from BP Groups Chief Customer Officer, James Dodkins. It is funny and tragic at the same time.And if this lights your fire go see the other pieces over at http://www.bpgroup.org/bpgwebinars.html You can connect with James:e: james.dodkins@bpgroup.orgt: @jdodkinsl: https://www.linkedin.com/in/jamesdodkins - [Customer Experience - The BP Groups view](https://www.cxobsession.com/customer-experience-the-bp-groups-view/) - So much drivel is talked about the Customer Experience. This is the BP Groups take on this very important topic. - [3 Secret (Top Team) Reasons why we have to get more scientific about the Customer Experience.](https://www.cxobsession.com/3-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 - [Why it is time for the Outside-In Education System Revolution](https://www.cxobsession.com/why-it-is-time-for-the-outside-in-education-system-revolution/) - Is the education system letting your kids down? Are the young folks joining us in the workplace equipped for the Digital Customer Age? Do you suspect 'education' is broken?Watch this amazing video that puts education on trial... thanks to Tanguy Petre, CPP Champion @tpetre0168 for spotting this terrific and scary piece :)Join us to learn the Secrets - [Don’t give the Customers choices? How to easily Provide the best Customer Experience.](https://www.cxobsession.com/dont-give-the-customers-choices-how-to-easily-provide-the-best-customer-experience/) - The smartest companies don’t give you much choice. They don’t ask you what you want, they know what you need and that simplicity, as it turns out keeps costs down, boosts service and grows revenue.This counter intuitive approach to customer experience is, according to Siegel+Gale, preferred by two out of every three customers. Interestingly we - [Block Buster Update this week…](https://www.cxobsession.com/block-buster-update-this-week/) - Fantastic Testimonial | NEW Webinar | Events Heads Up | New Articles** Setting up the CX Management Office – NEW Webinar now **The How to with guidelines and template to create the successful Customer Experience Management Office https://www.cemnext.com/cxmo ** Upcoming CPP Masters and ACX Masters ** (now in the 25th year!)Johannesburg | Dubai | Washington | Geneva - [Customer Experience - How to have your cake and eat it...](https://www.cxobsession.com/customer-experience-how-to-have-your-cake-and-eat-it/) - ShareShare Customer Experience - How to have your cake and eat it...Steve Towers, CEO, CPPC and ACXCCEO BPG > Academy of Customer Experience Board > C-Level Advisor > BPM Author & Keynote > OPEX Judge > Customer ObsessedAstute CEO’s (think Jeff Bezos - Amazon, Tony Hsieh – Zappos, for instance) see a direct connection between - [NPS damned...](https://www.cxobsession.com/nps-damned/) - One of the leading customer-centric gurus is sounding off about the viability of NPS as an effective measure in this interesting youtube snippet: The Customer Centrist - Episode 1: James DodkinsNPS https://www.youtube.com/watch?v=x1owJ5_QZA0 - [Fantastic Customer Experience will tear you up :)](https://www.cxobsession.com/fantastic-customer-experience-will-tear-you-up/) - Thanks to Michelle Greyling of South Africa for drawing my attention to this fantastic customer experience. And it is precisely what creates the very personal experience that makes the difference. Can your business do that? Can you do that? How could you if you needed to?Join your fellow professionals in getting more scientific about the - [3 Must know themes that are emerging around the CX](https://www.cxobsession.com/3-must-know-themes-that-are-emerging-around-the-cx/) - The Future of Customer ExperienceIn 2016, 89% of companies expect to compete mostly on the basis of customer experience, versus 36% in 2010. (Gartner)By 2017, 50% of consumer product investments will be redirected to customer experience innovations. (Gartner)By 2020, customer experience will overtake price and product as the key brand differentiator. (Walker Information)Are you with - [5 Word of Mouth Impacts on the Customer Experience](https://www.cxobsession.com/5-word-of-mouth-impacts-on-the-customer-experience/) - Word of Mouth95% of dissatisfied customers tell others about their bad experience (Dimensional Research)74% of consumers identify word-of-mouth as a key influencer in their purchasing decision. (Ogilvy, Google and TNS)88% of people trust online reviews written by other consumers as much as they trust recommendations from personal contacts. (Bright Local)High satisfaction rates result in 2-12 - [Six Social Media Impacts on Customer Experience](https://www.cxobsession.com/six-social-media-impacts-on-customer-experience/) - Social Media’s Impact on CXToday’s internet consumers want their online questions to be addressed promptly; 42% expect a response within one hour. (Ohio University)Failure to respond via social channels can lead to a 15% increase in the churn rate. (Gartner)When companies engage and respond to customer service requests over social media, those customers spend 20% - [It is a Classic 1-2-3 with Articles, Certification and Conferences](https://www.cxobsession.com/it-is-a-classic-1-2-3-with-articles-certification-and-conferences/) - Latest Updates...** New Articles **4 Secret Keys to Overcoming FUD – http://bit.ly/FUDsecrets (Video and FREE BOOK)5 Must follow Customer Experience Blogs – http://bit.ly/5CXBlogs** Professional & Masters for June ** (20 GLOBAL SESSIONS BEFORE YEAR END)http://bpgroup.org/book-class.htmlTwo & Four Day formats> AUSTRALIA Sydney – 30 MAY – 2 JUNE> INDIA Pune – 11-14 JUNE> INDIA Bangalore – 20-23 - [5 Top Must follow Customer Experience Blogs](https://www.cxobsession.com/5-top-must-follow-customer-experience-blogs/) - We all wish to cut through digital overload and focus scarce attention on the things that contribute to our busy business lives. Here we have pulled together, based on membership feedback 'must follow' blogs. They are Rated by CPP professionals for their content, objectivity and interesting articles/research into Customer Experience Management.So what matters most?(1) information content - [How to Avoid the Metrics Trap AND FREE book](https://www.cxobsession.com/how-to-avoid-the-metrics-trap-and-free-book/) - Guest this week is CX Guru, James Dodkins:Download James Dodkins latest book 'Foundations for Customer Centricity' and learn how the very best companies avoid the Metrics Trap http://bit.ly/cxFoundationsI saw a quote the other day about how increasing testing won’t improve education and It made me think of the parallels between that and business.Too many times we - [Delivering Fast, Accurate, Caring and Easy (FACE) Customer Experience](https://www.cxobsession.com/delivering-fast-accurate-caring-and-easy-face-customer-experience/) - Here is an acronym that will be genuinely useful in all your relationships. Brought to us by Customer Experience Guru Joseph Michelli, it asks us to do, rather than to wish. Have a look at Joseph's profile (and do connect, he is 100% authentic) https://www.linkedin.com/in/josephmichelli So to the practical FACE and an example:Now the challenge (and it isn't eating - [The Customer Experience Generation (#gencx)](https://www.cxobsession.com/the-customer-experience-generation-gencx/) - Customer Experience Management is the trending topic on the top table around the world. And yet so much of the past baggage is being dusted off as customer centricity. Go beyond that and let's get more scientific about the customer experience. Those organizations who get it measure CX success through winning the triple crown, simultaneously - [Do you remember when a minute was 60 seconds?](https://www.cxobsession.com/do-you-remember-when-a-minute-was-60-seconds/) - A2ZLogix produced this wonderful analysis of One Internet Minute current trends, namely from 2014-2015A minute just isn't the same these daysIn every respect growth is apparently exponential. The implications are (without hyperbole) fundamental to businesses aiming to deliver successful outcomes. Come to that who isn't trying to deliver successful customer outcomes?Join us to learn the - [Process Excellence - where to now? Do we go quietly into the night....](https://www.cxobsession.com/process-excellence-where-to-now-do-we-go-quietly-into-the-night/) - We are gearing up for the next Customer and Process conference series, not least of which is the annual Australia PEXWeek event.Here Steve Towers talks on the future of Process Excellence in the context of digital disruption and all things customer. Join us at the event - Steve will be running sesssions on Customer Design (with - [Icebreaker awesomeness](https://www.cxobsession.com/icebreaker-awesomeness/) - Join James Dodkins for this quick, effective and fun icebreaker. Easy to do and always creates an enthusiastic buzz as a prelude to any meeting, seminar or training session. For more join us...Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates successCertified Process Professional Masters Champions (CPP-Master) Programhttp://www.bpgroup.org/book-class.htmlAn internationally recognized program with proven track - [South Africa pumps up the CEM Volume](https://www.cxobsession.com/south-africa-pumps-up-the-cem-volume/) - Newly qualified CPP Champions in Johannesburg, April 2016I can safely say that things are looking up in South Africa for the customer experience management community. My tenth annual visit concluded today after a week which included a CPP Champion session (see the team photo), a stimulating Certified Process Professional sundowner (with a remarkable turnout of 40+) - [25 Critical Customer Service statistics for Customer Experience](https://www.cxobsession.com/25-critical-customer-service-statistics-for-customer-experience/) - The world of Customer Experience is full of hyperbole. What about the measurements, the data that provides the evidence we all feel that the most important thing a business can manage is its customers? Here is a collection of data from many sources. Useful when you are making the case :)You can download this analysis - [Class of Orlando, 2016 wins the CPP Masters crown](https://www.cxobsession.com/class-of-orlando-2016-wins-the-cpp-masters-crown/) - Congratulations to the new CPP Masters in Orlando. A great week was had by all with Paul Pennanen, Tommy Chance, Grant Torben Greenall, Randy DeSpain, Mike Fenocketti and Danielle Hollis stepping up. In fact Paul Pennanen (left) made his return ten years after his original CPP Mastership. His original class of 2006 keeps in touch - [Get Foundations for Customer Centricity with compliments](https://www.cxobsession.com/get-foundations-for-customer-centricity-with-compliments/) - One from the archives in 2007 before Holacracy became a fashion ;-) Strange to think we didn't have iphones or even smart phones then. (That's my excuse for the vid quality).If you want a bang up todate version of the latest thinking and practice then we have a special offer - in fact Foundations for Customer - [PEX Event Florida - Winners reel](https://www.cxobsession.com/pex-event-florida-winners-reel/) - The Annual conference in Florida is always THE great networking event of the year. With terrific presentations and exchanges with the cream on the cake being the Awards. This year it was especially nice to see the worlds first CPP Champion, Erika Westbay, winning the Award as the leading member of the Process and Customer - [Customer Experience Management takes centre stage](https://www.cxobsession.com/customer-experience-management-takes-centre-stage/) - Is Customer Experience Management (CEM) a real thing for your company, or just more fluff and nonsense talked of but not delivered? Last week I chaired a remarkable one day event in Sydney Australia. The theme "Customer Centricity Innovation Lab" seemed interesting but there was no real indication of the difference we were about to experience. Hon. Victor Dominello - [Customer Experience Management planned for centre stage](https://www.cxobsession.com/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.auWith 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 - [Improving your Lot (No not real estate)](https://www.cxobsession.com/improving-your-lot-no-not-real-estate/) - Achieving personal success is naturally, one would think, a precursor to delivering amazing results in the business environment. Or so it would seem, however many business approaches and techniques are taught in a vacuum isolated away from the you and me, the individual. So that was what the phenomenally growing www.successfulpersonaloutcomes.com series is all about.Since it's - [Is imitation the most sincere form of flattery?](https://www.cxobsession.com/is-imitation-the-most-sincere-form-of-flattery/) - Mahmoud Elsisi, CPP Master at Red Crescent, wins this months 'spot of imitation' with an article published by McKinsey. And you know we are so proud when someone outlines the approach, so have a look at and tell us what you think..http://www.mckinsey.com/insights/business_technology/accelerating_the_digitization_of_business_processes - [Holacracy, Organispheres and Customer Centricity - Fad or Fiction?](https://www.cxobsession.com/holacracy-organispheres-and-customer-centricity-fad-or-fiction/) - Ii is a world of hyperbole and it would be easy to overlook this books claim of 'revolutionary' and the abolition of hierarchy . More of the same copy-writer promises that quickly prove unfounded when you delve into the first chapter? Not so with this one.Some folks may already know of Brian J. Robertson from - [Agile & Customer Experience, a marriage made in....](https://www.cxobsession.com/agile-customer-experience-a-marriage-made-in/) - They start in different places, they talk different languages, however what is the truth of either?Updated - www.agilecem.com Scrum Gathering Prague November 2015 Biase de Gregorio - final v3 from Steve Towers, CEO and CPP Champion Updated - www.agilecem.comJoin us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates successCertified Process Professional Masters Champions (CPP-Master) - [Five key ideas to liberate your Customer Experience efforts (and invites to London and Australia)](https://www.cxobsession.com/five-key-ideas-to-liberate-your-customer-experience-efforts-and-invites-to-london-and-australia/) - 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 - [Professional Certification reaches new heights in USA, UAE, UK, South Africa, Nigeria and India this month](https://www.cxobsession.com/professional-certification-reaches-new-heights-in-usa-uae-uk-south-africa-nigeria-and-india-this-month/) - The year always starts with a rush of events and this last few weeks have been no different. CPP Professionals in FloridaSo far leading members of the community have attended the Annual Conference in Florida, participated in Certification programs in Dubai, Johannesburg, Orlando, Cape Town, Mumbai and London. In just one month we have 25 new - [CPP Champion Erika Westbay is the best in the world!](https://www.cxobsession.com/cpp-champion-erika-westbay-is-the-best-in-the-world/) - The annual PEX conference features great talks, excellent networking and the yearly Awards for outstanding projects and achievements. As always the bar keeps getting higher and we are thrilled to announce that Erika Westbay, Programme Director at the Nature Conservancy andBP Groups first ever CPP Champion (back in 2006) has now achieved another world first - [SPO Preview video - what is in there and why?](https://www.cxobsession.com/spo-preview-video-what-is-in-there-and-why/) - Recent interview as to why I produced the Successful Personal Outcomes program.I walk you through the reasoning and how we can all access the success techniques used by the highest achievers on earth. If you like what you see join us at: https://projectcem.mykajabi.com/store/XMwdz9APIf you would also like a classroom experience that is great...Join us to learn - [Successful Personal Outcomes program launches !!!](https://www.cxobsession.com/successful-personal-outcomes-program-launches/) - If you haven't seen the hullaballoo about the new program where have you been?Without further hoodoo here is the short intro video... http://www.successfulpersonaloutcomes.com It is a EIGHT video FIVE week program with handouts and LIVE closing webinar. These are the techniques we use actively in all our work with global clients. Tried, tested and proven - [Super Fast track Customer Experience Management - fill in the blank simple](https://www.cxobsession.com/super-fast-track-customer-experience-management-fill-in-the-blank-simple/) - Excitement is mounting at CEM Towers. We are literally hours away from revealing the new breed of 'fill in the blank simple' Customer Experience Management projects. In the next beta release we will be offering all the existing CPP Masters, so if that is you - await the email in the coming days :)Meanwhile here are - [Are you doing wrong things faster?](https://www.cxobsession.com/are-you-doing-wrong-things-faster/) - A common sentiment is 'Any effort is better than none'. Is that true?Not so. Getting better at doing things right, rather than doing the right things is at best a distraction from delivering successful customer outcomes, and at worse will threaten the well being of the company. For example Nokia, Sony, Kodak and Blockbuster. All these - [Six months, Eight How To articles on LinkedIn Pulse](https://www.cxobsession.com/six-months-eight-how-to-articles-on-linkedin-pulse/) - Why are Lean and Six Sigma failing so badly?How to do the Right thing... easy as 1-2-3Customer Experience Management - the truthAmazon - I love you but you gotta stop this quick!Holacracy - fad or freedom?How can we Link Process with Strategy to...The Age of Personalization is here...How a Process Professional Cert Will Do you - [Dubai CPP Masters achieve successful outcomes](https://www.cxobsession.com/dubai-cpp-masters-achieve-successful-outcomes/) - Delegates from UAE, Qatar, UK and Nigeria gathered at the Crown Plaza in Dubai and following an intensive session reviewing case studies of more than 20 Outside-In organisations achieved certification. Well done guys! Review the happy campers. There are now more than 700 Certified Process Professionals in the GCC region, a list of recent Middle East - [Customer Experience Management - it is all about the customer stupid!](https://www.cxobsession.com/customer-experience-management-it-is-all-about-the-customer-stupid/) - Customer Experience Management is defined as the total effort that goes into creating successful customer outcomes. This includes customer interactions and the conscious experience the customer ‘sees’ PLUS all the stuff that goes on behind the scenes, the IT, the people, the internal processes and the rules that connect the dots through to customer success.For - [Amazon - I love you but you gotta stop this quick!](https://www.cxobsession.com/amazon-i-love-you-but-you-gotta-stop-this-quick/) - Amazon are iconic. They set the bar very high with radical new ways of delivering successful customer outcomes, whether it is Prime, Prime Instant (deliveries in 2 hours) or the Dash buttons. Quite exceptional but at what cost?I buy stuff every week, and once a month order 'magic paper', usually 10 rolls at a time. - [Can South Africa ever grow again? - the burning platform](https://www.cxobsession.com/can-south-africa-ever-grow-again-the-burning-platform/) - Adam Craker, IQ business CEO Opens the Growth eventNew report identifies constructive steps for business in South Africa.At IQ businesses annual conference more than 200 partners and customer organisations shared a discussion focusing on the challenges and opportunities for South Africa over the next few years. Underpinned by excellent research now published at www.growth.co.za delegates welcomed - [Customer Experience Management - 5 Key Ideas to ensure Success](https://www.cxobsession.com/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 shape.As usual for the Annual event we have a strong presence (talks, workshops and awards) so hopefully you will get there as well for a terrific networking occasion. See the - [Telstra's finance transformation: A journey to excellence](https://www.cxobsession.com/telstras-finance-transformation-a-journey-to-excellence/) - Transforming the processes in the Finance arena - video interview "Partner with the business and drive Outcomes"So often the backoffice is regarded as the last place to fix the customers experience. Here we see an approach about fixing internal customers experience utilizing Outcomes based thinking coupled with key interactions. Result is a significantly streamlined Finance function, - [12 All New Tracks to transform your thinking forever](https://www.cxobsession.com/12-all-new-tracks-to-transform-your-thinking-forever/) - The Annual conference that is PEXWeek 2016 is now open for registrations. WHAT'S NEW IN 2016? 13 new themes, 12 new tracks and 18 new workshopsSite visit to Taylor Farms, including a workshop with their COOCPP Training Levels 1, 2, 3 and 4 (Beginner, Intermediate or Advanced)PORTS as a PEX Sport: Each speaker must refer to their Plan, Outline,Realization, Traps and Status of the current - [What can CPP Masters and Customer Experience Management do for you?](https://www.cxobsession.com/what-can-cpp-masters-and-customer-experience-management-do-for-you/) - New partnership with Knowledgelab Australia expands scopes of classes and location for wannabee Australian Certified Process Professionals™ /Masters™ & Champions™.Since 2006 The BP Group and 20+ partners have delivered more than 700 global Certified Process Professional events with more than 80,000 CPP’s around the world qualified through Open and In-house programmes. In Australia 850+ have qualified through - [Customer Experience Management - 5 Key Ideas to ensure Success](https://www.cxobsession.com/customer-experience-management-5-key-ideas-to-ensure-success-2/) - 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) - [How do you make Customer Experience Management Real?](https://www.cxobsession.com/how-do-you-make-customer-experience-management-real/) - Customer Experience Management (CEM) has become an established strategic objective for progressive organizations. How can we integrate this Outside-In thinking and practice into our own businesses?It is customer centricity... but not as we know it.Do you want to get in the picture? Join us soon at a session in a city near you...Join us to learn - [Holacracy - fad or freedom?](https://www.cxobsession.com/holacracy-fad-or-freedom/) - In a world of hyperbole it would be easy to look ignore this books claim of 'revolutionary' and the abolition of hierarchy . More of the same copy-write promises that quickly prove unfounded when you delve into the first chapter? Not so with this one.Some folks may already know of Brian J. Robertson from his - [Certified Process Professional Level 5](https://www.cxobsession.com/certified-process-professional-level-5/) - CPP Masters (Level 5) - join the elite in the process industryHere's the CPP Level 1-5 program - http://bit.ly/CPPLevel1Do 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 successCertified Process Professional Masters & Champions (CPP-Master) Programhttp://www.bpgroup.org/book-class.htmlAn internationally - [Certified Process Professional Level 4](https://www.cxobsession.com/certified-process-professional-level-4/) - Certified Process Professional Masters (Level 4) and INNOVATIONHere's the CPP Level 1-5 program - http://bit.ly/CPPLevel1Do 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 successCertified Process Professional Masters & Champions (CPP-Master) Programhttp://www.bpgroup.org/book-class.htmlAn internationally recognized program with proven - [Certified Process Professional Level 3](https://www.cxobsession.com/certified-process-professional-level-3/) - And now CPP Level 3. Hands-on interactive Innovation!Here's the CPP Level 1-5 program - http://bit.ly/CPPLevel1Do 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 successCertified Process Professional Masters & Champions (CPP-Master) Programhttp://www.bpgroup.org/book-class.htmlAn internationally recognized program with proven - [Certified Process Professional Level 2](https://www.cxobsession.com/certified-process-professional-level-2/) - And here is one minute of CPP Level 2 - upcoming CPP Level 3, 4 and 5Here's the CPP Level 1-5 program - http://bit.ly/CPPLevel1Do 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 successCertified Process Professional - [Certified Process Professional level 1 snapshot](https://www.cxobsession.com/certified-process-professional-level-1-snapshot/) - One minute of the Certified Process Professional Level 1 (watch for the CPP 2, 3, 4 and 5).Here's the CPP Level 1-5 program - http://bit.ly/CPPLevel1Do 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 successCertified Process - [The Hell of Holacracy (for some die hards)](https://www.cxobsession.com/the-hell-of-holacracy-for-some-die-hards/) - In the recent post about Zappos and Googles innovative approach to doing business we themed 'Holacracy'. Talk about push back from the traditional command and control types labeling the approach as 'pulp science'. Try telling that to some of the most successful companies on the planet...Origins of Holacracy(with credits to wiki)The Holacracy system was incubated - [How can you Link Process with Strategy to significantly improve Performance?](https://www.cxobsession.com/how-can-you-link-process-with-strategy-to-significantly-improve-performance/) - Do the math and the Top Team are as confused as hell. Are we all doomed?For instance Google searches reveal a plethora of various experts claiming dominion over the process truth. Is it any surprise that the top team are confused. Who should you believe about improving and connecting process, strategy and performance? How can - [Top teams? Results? bah, humbug.](https://www.cxobsession.com/top-teams-results-bah-humbug/) - What do the top teams want to see? What do they crave?Answers on a postcard please...Seriously though it is results. if what you are doing in the organisation does not contribute to improving the bottom line consistently you are dead in the water. All those fancy projects, training events, greenbelts qualified etc. mean nought if - [Masters and Champions - a montage of the last few months](https://www.cxobsession.com/masters-and-champions-a-montage-of-the-last-few-months/) - Celebrate the success of newly qualified Certified Process Professionals, Masters and Champions. Now watch these guys grow as the transform their organisations.Sydney - newly qualified Certified Process ProfessionalsDenver CPP MastersAdelaide CPP MastersSydney CPP MastersMelbourne CPP ChampionsDenver CPP MastersSingapore Certified Process ProfessionalsNorth Carolina CPP MastersColorado CPP MastersSaudi Arabia CPP MastersSydney Certified Process ProfessionalsDo you want to - [The new management approach of Holacracy under the microscope](https://www.cxobsession.com/the-new-management-approach-of-holacracy-under-the-microscope/) - You may have heard of this popular approach emerging from the likes of Google and Zappos so let's bring the story up to date with this insightful talk that tells you whether this stuff is for you, and more importantly how we can implement holacracy in our own organisations... The Q&A session starts at 28 - [Icebreaker for those tough workshops anyone?](https://www.cxobsession.com/icebreaker-for-those-tough-workshops-anyone/) - Watch James Dodkins guide and amuse a recent workshop. Learnings from this are many, not least of which is to listen carefully to instructions. Enjoy. The BP Group workshops are always interactive. Why not come on down and join a session in South Africa, UAE, USA or UK in the next few weeks?Join us to - [Global leader in Lean Six Sigma (owner of the 370,000+ Linkedin group) provides terrific insight...](https://www.cxobsession.com/global-leader-in-lean-six-sigma-owner-of-the-370000-linkedin-group-provides-terrific-insight/) - My advice is that mapping and modeling can be useful when they help take complex stuff that is hard to analyze and understand in our individual minds and converts into simple and visual stuff that Many Individual Minds can collectively understand. Just remember that regardless if you just need a Gemba Walk to observe the process - [The worlds weirdest multi billionaire? What is their secret...](https://www.cxobsession.com/the-worlds-weirdest-multi-billionaire-what-is-their-secret/) - Somewhere in the deserts of Nevada there is a very different billionaire. Is he wealthy because he is weird or weird because he is wealthy? You decide...Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Amazons successCertified Process Professional Masters & Champions (CPP-Master) Programhttp://www.bpgroup.org/book-class.htmlAn internationally recognized program with proven track record delivered by - [Business Acupuncture - what is the one thing that changes everything?](https://www.cxobsession.com/business-acupuncture-what-is-the-one-thing-that-changes-everything/) - The Annual Australia PEX conference continues to evolve with several excellent presentations. I delivered a number of workshops and coaching, with day 2 seeing me head the track with a quirky and short presentation... (there is a complimentary book going begging also - $200 value) Business Acupuncture (yes really) - how one thing changes everything - [Eleven - One of the funniest Moment of Truth Videos ever](https://www.cxobsession.com/eleven-one-of-the-funniest-moment-of-truth-videos-ever/) - Frequently asked for and always very funny is this short comedy sketch of a couple of guys trapped in an elevator/lift certainly not designed with Successful Customer Outcomes in mind. You will never experience elevators in the same way again ;-)Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Amazons successCertified Process - [Certified Process Professional Champions in Melbourne](https://www.cxobsession.com/certified-process-professional-champions-in-melbourne/) - Australian and New Zealand organisations are advancing apace with their adoption of the Customer Experience Management Method (CEMMethod). Five new CPP Champions completed Levels 1-8 to gain top notch accreditation into the worlds largest professional customer experience management qualification.With the financial sector, real estate, non profit and executive leadership companies represented the delegates reviewed Customer - [Certified Process Professional Masters deliver in Sydney](https://www.cxobsession.com/certified-process-professional-masters-deliver-in-sydney/) - The new batch of CPP Masters pushes the Australia registered Certified Process Professionals past the 1,000 mark - congratulations to the guys from Australia, New Zealand, UK, Italy and Chile. From left to right – Ryan Ashby, Michael Chen, Rebecca Ciavarella, Domenico Pinto, Gabrielle Caputi, Lyall Shapiro, Lisa Chung, Pauline Knight, Marcelo Correa and Neal - [Excellent Hotel experiences](https://www.cxobsession.com/excellent-hotel-experiences/) - Now this is the hotel experience. Great advice for all hotel chains from the man himself - Sir Richard Branson.Focus on those key moments of truth for guests and magic just happens.What MOTs do you get especially peeved with when traveling?You can join this excellent Virgin Hotel experience in Chicago - go see http://virginhotels.com/They will be - [Australia and the land of drugged slugs](https://www.cxobsession.com/australia-and-the-land-of-drugged-slugs/) - Get this. Australia is a beautiful country. Its people are fantastic. But their internet sucks big time. As a frequent visitor to the land downunder I travel its major cities and this last two weeks have stayed in three major 4.5-5 star hotels in Sydney. Guess what - it is like stepping back in time - [Careful good stuff follows... Hoshin kanri is Direction Planning = Compass Business Club](https://www.cxobsession.com/careful-good-stuff-follows-hoshin-kanri-is-direction-planning-compass-business-club/) - When you get down to it why would you pay a $1?Yep One lousy USD. What is in it for you?What if I said I had for you the global thought leaders with unique content every month...http://bit.ly/30daysfor1dollarWhere could you find a complete FREE Lean Six Sigma course underwritten by the BP Group, The Academy of Customer - [IQPC Process Excellence Week Europe](https://www.cxobsession.com/iqpc-process-excellence-week-europe/) - [Steve Towers introduces the Certified Process Professional program](https://www.cxobsession.com/steve-towers-introduces-the-certified-process-professional-program/) - [Adelaide CPPMasters 2015](https://www.cxobsession.com/adelaide-cppmasters-2015/) - [The Changing Process Professional](https://www.cxobsession.com/the-changing-process-professional/) - [CEMMethod_PAM_documentation.mov](https://www.cxobsession.com/cemmethod_pam_documentation-mov/) - [CEMMethod_workings_with_Signing.mp4](https://www.cxobsession.com/cemmethod_workings_with_signing-mp4/) - [CEMMethod -the-what and the -why-with-JeffGuilfoyle_DukeEnergy.mp4](https://www.cxobsession.com/cemmethod-the-what-and-the-why-with-jeffguilfoyle_dukeenergy-mp4/) - [CEMMethod_how_have_we_got_here.mp4](https://www.cxobsession.com/cemmethod_how_have_we_got_here-mp4/) - [ScoresOnTheDoors_with_POFfactor.mp4](https://www.cxobsession.com/scoresonthedoors_with_poffactor-mp4/) - [CEMMethodTeamPresentations.mp4](https://www.cxobsession.com/cemmethodteampresentations-mp4/) - [TeamPresentations_2_CEMMethod.mp4](https://www.cxobsession.com/teampresentations_2_cemmethod-mp4/) - [PEXweek Australia extraordinary success](https://www.cxobsession.com/pexweek-australia-extraordinary-success/) - As a delegate and participant this was the best PEX week Australia event to date. Crisp and topical with many excellent speakers and 100% new case studies. Well done to the on the ground team PEX team of Dana Hutchinson and Lisa Ao led by Siobhan Corry.The event was Chaired by Morgan Jones, Executive Manager - [Customer Experience - do you get it?](https://www.cxobsession.com/customer-experience-do-you-get-it/) - ... 3 great 2015 quotes ...By 2017, 67% of customer service interactions won’t requirea human. Are you ready? Gartner (March 2015)In a survey of 362 companies 80 percent of them thought theydelivered a superior customer experience. When independentconsultants surveyed the customers, they found that only 8 percent rated their experience as superior. How are youperforming?Bain and Co. (2015) - [It is all about OutsideIn](https://www.cxobsession.com/it-is-all-about-outsidein/) - At Virgin it is all about a great customer experience. OutsideIn provides the discipline to turn that thinking into successful business. Paul Sands, Director of Customer Experience, Virgin.Get the book here http://www.outsideinthesecret.com/ - [If you could ask a billionaire one question what would you ask?](https://www.cxobsession.com/if-you-could-ask-a-billionaire-one-question-what-would-you-ask/) - Please let me know because I will ask him every question I can squeeze in. It isn't often you get the chance to meet your hero. This is it...Comments below, or email me stevetowers@gmail.com - [5 Proven Tips for Success as a Business Analyst: Tip 1](https://www.cxobsession.com/5-proven-tips-for-success-as-a-business-analyst-tip-1/) - Mark BarnettBusiness Analysis Thought LeaderBusiness Analysis for the 21st centuryThis is the first in a series of five blogs covering the same number of tips for success as a Business Analyst (BA). The primary audience would be the leader of a BA team, though BA’s and those looking to hire BA’s should also have an - [Compass Business Club soft launch.... for those in the know](https://www.cxobsession.com/compass-business-club-soft-launch-for-those-in-the-know/) - http://www.compassbusinessclub.comWe 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.comJames Dodkins ProfileI’m basically a big kid, there’s a part of me that has never grown up. I love to have - [Simple is as Simple as](https://www.cxobsession.com/simple-is-as-simple-as/) - Stop trying to fix complexity. Start from the Outcome you are trying to achieve and work backwards. Simples really! - [The one most important thing](https://www.cxobsession.com/the-one-most-important-thing/) - Everyday brings a new challenge. There are however a only few fundamental truths when it comes to working and being with others. Integrity, that is everything.Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Amazons successCertified Process Professional Masters(CPP-Master) Programhttp://www.bpgroup.org/book-class.htmlAn internationally recognized program with proven track record delivered by been there and done - [Compass Business Club Steve Towers Welcome](https://www.cxobsession.com/compass-business-club-steve-towers-welcome/) - We are getting close to launch.. so exciting. More soon.Interested? Drop me a line stevetowers@gmail.com - [The Facade of Lean - Manufacturing & Technology conference](https://www.cxobsession.com/the-facade-of-lean-manufacturing-technology-conference/) - John Dyer gives us his perspective on Lean Manufacturing in 2015 from the May conference Industry Week conferenceJoin us to learn the Secrets of Apples, Googles, Zara, Zappos and Amazons successCertified Process Professional Masters(CPP-Master) Programhttp://www.bpgroup.org/book-class.htmlAn internationally recognized program with proven track record delivered by been there and done it coaches more than 130 times, in - [1 week in 75 seconds at the CPP Masters in Australia (you Can:Do too)](https://www.cxobsession.com/1-week-in-75-seconds-at-the-cpp-masters-in-australia-you-cando-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 - [How you can drive customer centricity through the power of process](https://www.cxobsession.com/how-you-can-drive-customer-centricity-through-the-power-of-process/) - Traditionally, process excellence has focused on improving productivity, efficiency and effectiveness. Methods and approaches have evolved over time to help organisations streamline, remove waste and standardise processes, driving economic success in many countries around the world.But times have changed. And we must change with them. The rise of digital and changing customer expectations is changing - [How to create magic in the workplace.. and please everyone else too!](https://www.cxobsession.com/how-to-create-magic-in-the-workplace-and-please-everyone-else-too/) - Brilliant video on learning, stay there beyond 4 minutes. Great for kids - great for adults :)Thank you for the reference Sir Ken Robinson (@SirKenRobinson). BTW review Ken's talks on TED.How to build remarkable cultures and deliver happiness. Go build your wonderwall...Peter Gamwell @pmg12 thank you:) - [Tips on Making learning fun - Lean Six Sigma](https://www.cxobsession.com/tips-on-making-learning-fun-lean-six-sigma/) - Socrates and Lean Six Sigma - The ARt of Driving Retention and FunJoin us to learn the Secrets of Apples, Googles, Zara, Zappos and Amazons successCertified Process Professional Masters (CPP-Master) Programhttp://www.bpgroup.org/book-class.htmlAn internationally recognized program with proven track record delivered by been there and done it coaches more than 130 times, in 52 cities with delegates - [10 ways to know for certain whether the customer comes first - and what to do about it](https://www.cxobsession.com/10-ways-to-know-for-certain-whether-the-customer-comes-first-and-what-to-do-about-it/) - Stop making dumb things happen faster for less money!A lot of companies pay lip service to customer-centricity, write contributors Steve Towers and James Dodkins, but not many “walk the talk”. Here are 10 differences between inside-out and outside-in companies.There is a lot of talk today, more than ever, about customer centricity,client focus, customer experience strategy - [The Key to Success - how one organization delivers this everyday](https://www.cxobsession.com/the-key-to-success-how-one-organization-delivers-this-everyday/) - The Nature Conservancy, based out of Arlington, VA is moving progressively towards their customer. Who is that? Watch the video and ask the question of yourself. Who is my customer, and what am I doing for them? A really special place to work...Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Amazons - [4 Incredible uses of Virtual Reality in the workplace](https://www.cxobsession.com/4-incredible-uses-of-virtual-reality-in-the-workplace/) - Very touching and inspiring Virtual Reality of a birth (congrats guys) however think also of the business applications here.. wowWhat about Workshops, Walkthroughs, In the shoes of, Be the process... the sky is literally not the limit anymore. Imagine walking your executive team, together, in an immersive VR experience through the process?“Out of clutter, find Simplicity. From discord, find - [How you can take the crazy future by the B**ls and make it yours...](https://www.cxobsession.com/how-you-can-take-the-crazy-future-by-the-bls-and-make-it-yours/) - Recent interview in USA at the most excellent PEX ConferenceJoin us to learn the Secrets of Apples, Googles, Zara, Zappos and Amazons successCertified Process Professional Masters (CPP-Master) Programhttp://www.bpgroup.org/book-class.htmlAn 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 - [Extraordinary Keynote from Jeff Bezos Reveals Amazons secrets](https://www.cxobsession.com/extraordinary-keynote-from-jeff-bezos-reveals-amazons-secrets/) - In the previous blog we posted a cracking presentation (see http://www.successfulcustomeroutcomes.net/2015/04/the-amazing-secrets-of-amazons.html)and James Dodkins (@jdodkins) then pointed me at this 17 minute Jeff Bezos keynote talk - equally enlightening:-Of course some people may say it is just stuff and nonsense. Not so, I would argue - look at their impressive performance and consistent results.Keep up the good - [The Amazing Secrets of Amazons sustained Success](https://www.cxobsession.com/the-amazing-secrets-of-amazons-sustained-success/) - Terrific presentation from Curly Films - Storytelling Office Uncover the Secrets...Certified Process Professional Masters (CPP-Master) Programhttp://www.bpgroup.org/book-class.htmlAn 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 - [30 plus Awesome Process Excellence sessions in Less than 72 Hours](https://www.cxobsession.com/30-plus-awesome-process-excellence-sessions-in-less-than-72-hours/) - PEX USA was brilliant. #pexweek #cppusa #custexpThe leading thinkers and practitioners rallied in Florida. Here is a compilation of the two day workshop featuring the Certified Process Professional qualification. James Dodkins coached the session with Steve Towers. The European PEX Event: http://www.pexweekeurope.com/The Australian PEX Event: http://www.pexweek.com.au/Join us for the very latest in Process Excellence, Customer - [Moments of Truth - the truth, and nothing but the truth](https://www.cxobsession.com/moments-of-truth-the-truth-and-nothing-but-the-truth/) - Richard Normanns idea from the 1970's is alive and kicking :)Certified Process Professional Masters (CPP-Master) ProgramOrlando USA March 16-20, Denver USA March 23-27, Dubai UAE Apr 12-16http://www.bpgroup.org/book-class.htmlAn 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, - [Are you with it?](https://www.cxobsession.com/are-you-with-it/) - There are insights into the way we do business that mean we have to rethink everything we thought we knew. Its time for a brand new model.What insights are you involved with?Are your colleagues on the same page?What are you going to do tomorrow to implement the new ways?Are you part of the solution?Certified Process - [The Customer Is Always Right: Boosting CEM to Boost Sales](https://www.cxobsession.com/the-customer-is-always-right-boosting-cem-to-boost-sales/) - "The times, they are a 'changin."- Bob Dylan Everything changes- businesses, people, relationships, products, food- you name it. If everything is changing, why would a successful business stick to the same old tired routine? We've noticed it before- rapidly destabilizing work environments, unhappy employees, and unhappy customers. What used to work simply isn't doing it - [It is change Jim, but not as we know it.](https://www.cxobsession.com/it-is-change-jim-but-not-as-we-know-it/) - The accelerating rate of change brought about by digitization and customer promiscuity has changed the change agenda forever. What can individuals and corporations do to win the day and stay in front of their game?Interviewed at the annual PEX summit in the USA I share some possibilities and options for today, next week and the - [Lean Six Sigma - let's bridge the Gap](https://www.cxobsession.com/lean-six-sigma-lets-bridge-the-gap/) - In my encounters I am frequently asked the question of what is the difference between Lean Six Sigma (LSS) and Customer Experience Management method (CEMMethod™). Often the question is prompted as a consequence of the huge investment many large corporations have made into up-skilling their people and processes to LSS. Many times those same executives - [Customer Journey Mapping – ensuring success](https://www.cxobsession.com/customer-journey-mapping-ensuring-success/) - Forrester Research’s[1] recent report suggested that despite good intent many Customer Journey Mapping initiatives fail. Why is this so despite the often significant investment required, the many consultants offering help, and the good intent of the people involved? The key reason in our findings is that fundamentally Customer Journey Mapping does not sufficiently represent the Complete - [10 Steps to Achieve “Outside-In” Capability](https://www.cxobsession.com/10-steps-to-achieve-outside-in-capability/) - SynopsisIn the previous articles we have reviewed the global business transformation underway and how Advanced BPM is helping notable organizations assert their leadership. In this final article we’ll look at the ingredients of success and ten best practice ‘how tos’ to deliver the transformation.This final part of the six part series we review how world leading trend - [Outside-In. A definition?](https://www.cxobsession.com/outside-in-a-definition/) - "Outside In is a way to focus an organization on doing one thing, achieving one goal and doing it right.By focusing the organization on this one goal, the unnecessary complexity of all other things that do not contribute to this goal can be eliminated.Outside Inners know that customers are the key to achieving this goal."Steve Towers & David MottersheadSome organisations - [PEX USA 2015 - the judges cut](https://www.cxobsession.com/pex-usa-2015-the-judges-cut/) - It takes nine months and a lot of graft sifting through the entries, interviewing candidates and then choosing the winners of the Award process. If you have a story to tell do share with the PEX Network and the broader community. It is a terrific acknowledgement of the team effort and organization investment in delivering - [PEX Week USA 2015 - 10/10 for effort guys](https://www.cxobsession.com/pex-week-usa-2015-1010-for-effort-guys/) - The event in Orlando during 2015 brought together people from process, customer and technology to celebrate the latest advances in performance excellence. Big theme this year was the inclusion of a dedicated customer excellence track, along with a new Awards category themed around customer centricity.The measure of success is of course the delegate feedback, and - [The Customer Experience is the Process - how can you do that?](https://www.cxobsession.com/the-customer-experience-is-the-process-how-can-you-do-that/) - James Dodkins, CCO BP GroupMarketer’s are fond of segmenting customers by circumstance, for instance, where you live, your age profile and median salary. This approach is very limiting and only provides sparse information on what are the real Needs of the customer. For that we need a little more science and understand those requirements by - [Customer Experience at its best - new book worth a read](https://www.cxobsession.com/customer-experience-at-its-best-new-book-worth-a-read/) - James Dodkins new eBook launched in December 2014, “Foundations for Customer Centricity.” explores the basis of what makes a great Customer Experience. The book delivers a pragmatic and executable plan that provides the means for organizations to deliver on the promise of Customer Centricity in terms of cost, revenue and service.Get the book here: http://bit.ly/foundationsEbookParticipate in James - [6 Tips for Understanding Customer Needs (with 4 min video and Guide)](https://www.cxobsession.com/6-tips-for-understanding-customer-needs-with-4-min-video-and-guide/) - Get your hands on SCO's. What are they? How can they help?Need a handy Guide (13 pages)? Download the SCO101 : http://bit.ly/SCO101Certified Process Professional Masters (CPP-Master) ProgramOrlando USA March 16-20, Denver USA March 23-27, Dubai UAE Apr 12-16http://www.bpgroup.org/book-class.htmlAn internationally recognized program with proven track record delivered by been there and done it coaches more than 130 - [Customer Experience - do you get it?](https://www.cxobsession.com/customer-experience-do-you-get-it-2/) - Did you miss THE webinar discussion Customer Experience?Fear not my astute colleague, follow the link(s) below and fill your boots.Webinar Foundations of Customer Centricity (45 mins)http://bit.ly/BPGJan2015**New Book** Foundations of Customer Centricityhttp://bit.ly/foundationsEbookNot as new Book Outside-In (2010) http://bit.ly/Outsidein2015 CEMMethod Webinar & Downloadhttp://bit.ly/cem2015 Connect with Steve Towers http://twitter.com/stowers Connect with James Dodkins http://twitter.com/jdodkins Visit the site http://www.bpgroup.orgCertified - [Popular articles from the year just gone](https://www.cxobsession.com/popular-articles-from-the-year-just-gone/) - Customer Experience came to the fore in 2014 and that was reflected in the most popular reads for the year. Here's the top 100.... In theory, theory is great but in practice theory ... Say what you do, do what you say Understanding Customer Needs You cannot manage the future by micro managing the... Why - [HELP! Book cover choices down to the last 2.... what do you think?](https://www.cxobsession.com/help-book-cover-choices-down-to-the-last-2-what-do-you-think/) - HELP! Book cover choices down to the last 2, Please help us choose. Fav for 'Face' cover RT for 'Red Square' cover :) pic.twitter.com/gVrgdX18LL— James Dodkins (@JDodkins) December 29, 2014 #foundationsCertified Process Professional Masters (CPP-Master) ProgramOrlando USA March 16-20, Denver USA March 23-27, Dubai UAE Apr 12-16http://www.bpgroup.org/book-class.htmlAn internationally recognized program with proven track record delivered by - [Customer Journey maps v. Process modeling](https://www.cxobsession.com/customer-journey-maps-v-process-modeling/) - As good as journey maps can be?We all need a better picture, one that represents both the outside and the in. A representation that brings a clear view of the customer, their interactions and the resulting internal dialogue across people, systems, process and rules. That is what we have here. Something new. Something shiny. And.... - [In theory, theory is great but in practice theory doesn’t work - Is NPS dead?](https://www.cxobsession.com/in-theory-theory-is-great-but-in-practice-theory-doesnt-work-is-nps-dead/) - Has Net Promoter Score gone passed its shelf life? On a scale of 1-10 what would you respond? And would you kindly refer me to a friend? Seriously though the popular NPS (well with certain executive teams) seems to have run its course. This last year has seen a clutch of leading companies coming to - [Say what you do, do what you say](https://www.cxobsession.com/say-what-you-do-do-what-you-say/) - Managing customer expectations and creating the experience to deliver it makes good sense. Why is it then almost an after-thought for most large corporates? At best it seems happen chance. The way to success is to put the effort into creating successful customer outcomes (SCO) and then managing customers expectations to them. Craft the associated experience and - [Understanding Customer Needs](https://www.cxobsession.com/understanding-customer-needs/) - You have to understand the Customer Need and work backwards into the organisation to ensure everything you do aligns to that need. And that is not about asking customers what they want - you have to understand the need even when the customer doesn't know it themselves. Until Apple invented the iPhone 3 none of - [You cannot manage the future by micro managing the past](https://www.cxobsession.com/you-cannot-manage-the-future-by-micro-managing-the-past/) - How much do you need to know to know you know you know enough? There is an industry out there which encourages detailed analysis of the past to understand the future. It didn't work then, it doesn't work now. Stories of generals fighting the last war are legion. So don't become a victim of Analysis Paralysis.Certified - [Why are Lean and Six Sigma failing so badly?](https://www.cxobsession.com/why-are-lean-and-six-sigma-failing-so-badly/) - Six Sigma, Lean and the CEMMethodIt’s a confusing world out there. At the last count there were over 19,000 improvement methodologies (Wikipedia) all geared to helping organizations get better at business. So at least there’s always been plenty of choice depending on your particular flavor of the month however one has to ask the question - [Customer Experience Management - the truth](https://www.cxobsession.com/customer-experience-management-the-truth/) - Customer Experience Management - what is it and why it transcends journey mapping, process management, lean and six sigma. Quick update for those wanting the FREE download of CEMMethod - http://www.successfulcustomeroutcomes.net/2014/11/customer-experience-management-method.html - [Customer Experience Management Method updated approach (v10)](https://www.cxobsession.com/customer-experience-management-method-updated-approach-v10/) - CEMMethod (updated) download new materialI hope you are well. Where has this year gone? Herewith is the latest on the Customer Experience Management Method :)** CEMMethod v. 10 ** As with all these things Customer Experience Management continues to develop as organizations mature and understand better the need to align everything they do to the successful customer - [Customer Experience - what is it?](https://www.cxobsession.com/customer-experience-what-is-it/) - Now, unless you are German turn off the volume. The pictures will tell you everything you need to know :-) Gets the point across nicely. Good work from Frederic Monard. - [Customer Experience through a looking glass](https://www.cxobsession.com/customer-experience-through-a-looking-glass/) - Ten points for who said ‘a 20-year business cycle in which the most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers.’ (answers on a postcard please)It has to be a Research company who may just want to add to the current customer experience hype with a review of what worked - [When you say End to End what do YOU mean?](https://www.cxobsession.com/when-you-say-end-to-end-what-do-you-mean/) - Nearly four years ago this question roused us all from our slumbers and continues to trouble many. Over on Linked In you can browse the various (and sometimes quite alarming) perspectives from noted to thinkers and leaders. Feel free to chip in and we will shortly summarise the key points for all to share :)Review - [Business Process Management (BPM) meets Customer Experience Management (CEM)](https://www.cxobsession.com/business-process-management-bpm-meets-customer-experience-management-cem/) - Access the latest version of this groundbreaking approach. CEMMethod walkthough version 10 from Steve Towers - [Start trusting people (it works)](https://www.cxobsession.com/start-trusting-people-it-works/) - Rather than trying to prevent all errors, we should assume, as is almost always the case, that our people’s intentions are good and that they want to solve problems.From Creativity, Inc. by Ed Catmull Certified Process Professional Masters (CPP-Master) Program(Warwick UK Sep 15-19, Edmonton Canada Sep 22-26, Las Vegas US Sep 29, Sydney Australia Oct - [The New Rules of Selling](https://www.cxobsession.com/the-new-rules-of-selling/) - More on the transformation of business. Great points to hammer home with the top team. The New Rules of Selling from David Meerman Scott Certified Process Professional Masters (CPP-Master) Program(Warwick UK Sep 15-19, Edmonton Canada Sep 22-26, Las Vegas US Sep 29, Sydney Australia Oct 27-31, Brisbane Australia Nov 3-7, Dubai UAE Dec 7-11, Orlando - [What you measure is what you get. Stop measuring dumb stuff!](https://www.cxobsession.com/what-you-measure-is-what-you-get-stop-measuring-dumb-stuff/) - What you measure is what you get. If you’ve got call centres you will measure and reward on calls. If on the other hand you have Customer Experience centres, yes you will now be measuring and rewarding based on the customer experience. Which do you think is the most effective? Which approach will deliver better results for - [Who should you read? Who should you follow?](https://www.cxobsession.com/who-should-you-read-who-should-you-follow/) - Let's be honest. There are only so many hours in the day and in between eating, loving, sleeping, and pooping there aint much left over. However we all know the stresses and strains of keeping current, being of the moment. Keeping up to-date. It's a full time task. So when asked at the PEX conference - [Moment of Truth at Starbucks](https://www.cxobsession.com/moment-of-truth-at-starbucks/) - Starbucks actively manage every single moment of truth to ensure the experience they create is optimal and aligned with the successful customer outcome. It isn’t some corporate slogan about the customer at the heart, it is literally “When we are fully engaged, we connect with, laugh with, and uplift the lives of our customers – - [Customer Experience definitions](https://www.cxobsession.com/customer-experience-definitions/) - There are various definitions of Customer Experience including “ 'Customer Experience Management' represents the discipline, methodology and/or process used to comprehensively manage a customer's cross-channel exposure, interaction and transaction with a company, product, brand or service.” (Bernd Schmitt 2003)Customer Experience is how customers perceive their interactions with your company. (Forrester 2010)Customer Experience is the customer’s perceptions and related feelings - [Customer Experience Management reduces costs, grows revenue, enhances service and wins the Triple Crown](https://www.cxobsession.com/customer-experience-management-reduces-costs-grows-revenue-enhances-service-and-wins-the-triple-crown/) - Impact on Customer Satisfaction and Revenue GrowthIf you deliver a great customer experience research* suggests customers will buy from you again – and that is both B2C and B2B.Impact on costDelivering an engineered Customer Experience will reduce costs by identifying work currently undertaken that does not contribute to a Successful Customer Outcome. Elimination of this - [](https://www.cxobsession.com/158/) - The failure of VoC programs is systemic. VoC lacks a true understanding of real customer needs. Instead of future pacing the customer experience VoC has looked backwards, and at best hears an echo of what customers wanted yesterday. - [A compelling Customer Experience](https://www.cxobsession.com/a-compelling-customer-experience/) - You have got to get inside your customers heads. Understand their needs (even when they don’t know them) and gain insight for the future. This way you will build, deliver and sustain a compelling experience. - [Amazons tale of Outside-In (or working backwards as Jeff Bezos calls it)](https://www.cxobsession.com/amazons-tale-of-outside-in-or-working-backwards-as-jeff-bezos-calls-it/) - This slide deck is a wonderful illustration of the hard work underway in the Customer Experience arena. Delivered by Pascal Spelier (www.finno.nl) - link with him here - it demonstrates how you connect customer journeys with process transformation. 20140513 Presentation The Amazon Experience_Slideshare from Pascal Spelier - [The same old same old.](https://www.cxobsession.com/the-same-old-same-old/) - Business has changed forever.If the top team tells the people who are in charge of the coach and horses to make sports cars it isn’t going to work. Don’t be surprised if they deliberately do not understand.To realize the full benefits of the digital age you need to look at things differently and then do - [Are you doing dumb stuff really well?](https://www.cxobsession.com/are-you-doing-dumb-stuff-really-well/) - At Zappos (Las Vegas), CEO Tony Hsieh says “our belief is that if you get the culture right, most of the other stuff — like great customer service, or building a great long-term brand, or passionate employees and customers — will happen naturally on its own.”The leading global corporations understand that the usual strategy mission stuff - [Enabling customer centric business through process (workshop)](https://www.cxobsession.com/enabling-customer-centric-business-through-process-workshop/) - What happens in Vegas stays in Vegas?! Well I certainly hope not as we host a 3 hour workshop on 29 Sep at Caesars Palace at the The Business Performance Excellence Summit. Attendees will potentially have their opinion and practice of process changed forever with hands-on insights, tools and techniques. I will be sharing some - [Customer Experience trumps standardization](https://www.cxobsession.com/customer-experience-trumps-standardization/) - A restaurant chain might not be the first place that comes to mind as a hub of innovative thinking--a consequence perhaps of the corporate motherships that standardize everything from the order-taker’s scripted lines to the clamshell boxes presented on abundant plastic trays.Panera CEO Ron Shaich:"SOME PEOPLE CONFUSE PANERA 2.0 AS A TECHNOLOGY SOLUTION. IT ISN’T. IT’S - [CEMMethod (updated) download new material](https://www.cxobsession.com/cemmethod-updated-download-new-material/) - I hope you are well. Where has this year gone? ** CEMMethod v. 10 ** As with all these things Customer Experience Management continues to develop as organizations mature and understand better the need to align everything they do to the successful customer outcome. And in the spirit of new boots and pants we have - [Customer Experience is BMW](https://www.cxobsession.com/customer-experience-is-bmw/) - “The dealership experience is as old as the car industry, roughly one hundred years old. While cars have changed, the retail experience is much the same as it was one hundred years ago,” says Dr. Ian Robertson Member of the Board of Management of BMW AG, Sales and Marketing BMW.BMW leaders asked themselves “what business - [CPP Masters - 2 days in one minute](https://www.cxobsession.com/cpp-masters-2-days-in-one-minute/) - One minute of the CPP Masters class from Denver...Review next sessions to get in the picture at: http://www.bpgroup.org/certification-by-city.html Certified Process Professional Masters (CPP-Master) Program(Warwick UK Sep 15-19, Edmonton Canada Sep 22-26, Las Vegas US Sep 29, Sydney Australia Oct 27-31, Brisbane Australia Nov 3-7, Dubai UAE Dec 7-11, Orlando US Jan 22-23, Denver US Jan - [Certified Process Professionals at PEX in Sydney](https://www.cxobsession.com/certified-process-professionals-at-pex-in-sydney/) - IQPC* and PEX maintained their excellent record for hosting the Sydney event. The final day was the Master class hosted by Steve Towers. Here is the motley crew at the end of the session - Congratulations one and all!The classes in a few weeks time include:Sydney - https://sydneymasters2014.eventbrite.com Brisbane - https://brisbanemasters2014.eventbrite.comWe hope to see you - [Why BPM fails (and what to do about it)](https://www.cxobsession.com/why-bpm-fails-and-what-to-do-about-it/) - [Customer Experience is all about people (yup you and me)](https://www.cxobsession.com/customer-experience-is-all-about-people-yup-you-and-me/) - The latest from Gary leaves us in no doubt ;-) Go Big on Community Management! from Gary Vaynerchuk - [The power of Thankyou - 8 million times over](https://www.cxobsession.com/the-power-of-thankyou-8-million-times-over/) - Do you trust your bank or would rather use a mattress for your hard earned dosh? Here's one financial company going the extra mile to say thank you to some of their well deserved customers. How to turn a Moment of Truth into the Moment of Magic! #TDThanksYouIt looks like this is a trend in - [Down-Under is tops at Outside-In](https://www.cxobsession.com/down-under-is-tops-at-outside-in/) - Sydney is a beautiful place slightly tempered this week by the near record breaking cold nights. Well it is winter after all and the days warmth more than compensated for the chill mornings. We also experienced another excellent programme in North Ryde, qualifying another 15 Certified Process Professionals (CPP's). An intense three days embracing case studies, - [Outside-In wins the Triple-Crown+](https://www.cxobsession.com/outside-in-wins-the-triple-crown/) - When the Upside is greater than the pain of adopting something new, a new approach can breakthrough. If however the upside is not sufficient, then the status quo will remain.So if you don’t want change personally or in your organization keep doing what you have always done. That way you will get what you have - [Navy Seals, Stress and Success](https://www.cxobsession.com/navy-seals-stress-and-success/) - We are all potential victims of stress. The big project, the presentation to senior management, the delivery of a plan. In many ways we become our own victims and arrive at the anointed moment in no fit state at all. In my NLP* practice, and especially in the context of the wonderful guys at NLP - [The illusion of Process Modeling](https://www.cxobsession.com/the-illusion-of-process-modeling/) - The way we model process from the organizations perspective is a big part of the problemIf you think of the world as a production line you may be trapped by the conventions of industrial age thinking and practice. Most process and business models represent the flow of work and information NOT the actual customer experience. - [Getting it together](https://www.cxobsession.com/getting-it-together/) - Your car is German. Your vodka is Russian. Your pizza is Italian. Your kebab is Turkish and your democracy is Greek. Your coffee is Brazilian and your movies are American. Your tea is Tamil and your shirts are from India. Your oil is Saudi and your electronics are Chinese. Your news is British and your - [Process Excellence in Australia and New Zealand](https://www.cxobsession.com/process-excellence-in-australia-and-new-zealand/) - With just a few days to go Australia is gearing up for the Annual Process Excellence conference in Sydney. Along side the unique and exclusive case studies there is networking and exchanging of stories covering process, performance, customer experience management and the digital customer. In addition to the networking and learning there is also the Annual - [BPM helping in healthcare](https://www.cxobsession.com/bpm-helping-in-healthcare/) - BPM helping in healthcare: We continue our occasional series on how different industry sectors are supported through the deployment of BPM - both as a technology, way of working and sustainable means of delivering the Triple Crown (lower costs, higher revenues and enhanced service).Ottawa hospital won best project category at the annual PEX event in - [Snapshot (1 minute) of CPP Level 1&2 workshop](https://www.cxobsession.com/snapshot-1-minute-of-cpp-level-12-workshop/) - CPP12 - Johannesburg http://t.co/4m2hJ6bPl4 #iqbcpp #certifiedprocessprofessional— stowers (@stowers) July 8, 2014 - [Calling wannabe Colorado Certified Process Professionals](https://www.cxobsession.com/calling-wannabe-colorado-certified-process-professionals/) - Neat infographic that may be of interest. You can see the detail at: https://denvermasters2014.eventbrite.comhttps://denvermasters2014.eventbrite.com | rachel.smith@bpgroup.org - [Certification in Customer Experience Management, Process Management and Outside-In?](https://www.cxobsession.com/certification-in-customer-experience-management-process-management-and-outside-in/) - Hard to believe that it is already the second half of 2014. Where does time go these days?There is no time to delay that next oomph and career boost with some specific hands-on training based on the approaches used in the worlds leading companies. As an individual the Certified Process Professional qualification is the gold - [Recommended Conferences for Customer Experience, BPM and performance management](https://www.cxobsession.com/recommended-conferences-for-customer-experience-bpm-and-performance-management/) - If you are taking some deserved downtime then note your diaries to re-invigorate your return to work for three highly recommended conferences in the next six months - rich in case studies and practical take-a ways (not the talking head boring stuff).Sydney http://bit.ly/PEX_Sydney LasVegas http://bit.ly/BPX_LasVegas Orlando http://bit.ly/PEX_USAHopefully see you there :) - [CPP Tweetwall for Certified Process Professionals](https://www.cxobsession.com/cpp-tweetwall-for-certified-process-professionals/) - If you are a Certified Process Professional this is the place to monitor the updates of all things customer experience and process related to your profession. http://cpp.tweetwally.com/projectionWe feature #certifiedprocessprofessional via @stowers and @jdodkins - [Customer Experience and Outside-In](https://www.cxobsession.com/customer-experience-and-outside-in/) - In a recent article we covered McKinsey's take on Outside-In. This time let's look at a practical toolkit that can help you define any process, set of activities, or indeed enterprise in terms of the Customer Experience.Our guidance ultimately links every task and activity in the organization with a Successful Customer Outcome. The Customer Experience - [Mastering digital marketing - McKinsey's David Edelman shares his thoughts](https://www.cxobsession.com/mastering-digital-marketing-mckinseys-david-edelman-shares-his-thoughts/) - McKinsey are pushing out their interpretation of Outside-In.Pretty much on point there is still however a legacy thought or two in there; on the other hand we know the senior executive team listen to these guys so get ahead of the game with this 10 minute video. - [Download the latest (version 8) CEMMethod and associated resources](https://www.cxobsession.com/download-the-latest-version-8-cemmethod-and-associated-resources/) - BP Groups 22nd annual Survey and new materials exercise underway. Provide your feedback by answering just 7 questions and get access to the very latest materials. The CEMMethod ™ has just completed into version 8 and has significantly more hand holding than before. We have incorporated the latest thinking and 'next' practice so its bang - [Advanced BPM (Outside-In) Glossary](https://www.cxobsession.com/advanced-bpm-outside-in-glossary/) - If you have the attention span of a goldfish (like me) which is about 3 seconds... what was I saying?Sorry, let's go again. Occasionally you discover gems and the info referenced here was produced by stalwart Australian Customer Experience genius, David Mottershead. It is a glossary of terms in the modern version of BPM/CX i.e. - [The man with a new idea is a crank..](https://www.cxobsession.com/the-man-with-a-new-idea-is-a-crank/) - ..until the idea succeeds. Mark Twain.What ideas have you dismissed this week? Might they deserve a second look?Another one in the Twainy vein..All great truths begin as blasphemies. George Bernard Shaw.Remember.... if you are not part of the solution you may be the problem. - [Learn by Doing -](https://www.cxobsession.com/learn-by-doing/) - The Certified Process Professional workshops. A few seconds of video enough to know it is very hands on - learn by doing. When was the last time a standardised test truly evaluated your capability? It is not about recall, it is about understanding and practical application. This hashtag shows you much more :) #certifiedprocessprofessional - [Outside-In - overview (5 min vid)](https://www.cxobsession.com/outside-in-overview-5-min-vid/) - A quick summary of Outside-In (from Forrester Research) - [Turning your customers into long term assets](https://www.cxobsession.com/turning-your-customers-into-long-term-assets/) - The Customer is King. What? Seriously?Terms like customer experience management are banded about by consultants and popular business journals. However customer experience is often associated with the soft and fluffy pop management sentiment that the customer is king, and typically lacks a clear objective contribution to business success.Hence it is dismissed by serious business executives - [10 ways to know whether the customer comes first](https://www.cxobsession.com/10-ways-to-know-whether-the-customer-comes-first/) - Stop making dumb things happen faster for less money!A lot of companies pay lip service to customer-centricity, write contributors Steve Towers and James Dodkins, but not many “walk the talk”. Here are 10 differences between inside-out and outside-in companies.There is a lot of talk today, more than ever, about customer centricity, client focus, customer experience - [Reflecting on his success - a Virgin still?](https://www.cxobsession.com/reflecting-on-his-success-a-virgin-still/) - This video from a few years ago captures both the man and the moment. He goes from strength to strength and this quote epitomizes his credo “I believe that drudgery and clock-watching are a terrible betrayal of that universal, inborn entrepreneurial spirit.” The video, 26 minutes long, may be adequately summarized by someone just as - [Digital Disruption - the what, how and where](https://www.cxobsession.com/digital-disruption-the-what-how-and-where/) - [The CEMMethod infographic](https://www.cxobsession.com/the-cemmethod-infographic/) - [Accredited Champions, Professionals and Masters.](https://www.cxobsession.com/accredited-champions-professionals-and-masters/) - This year we are pleased to announce several new organizations stepping up to achieve Accredited Status. It is a recognition of the investment and desire to transform business processes positively and deliver exceptional customer experiences, whether those customers are consumers, other businesses or internal departments. Congratulations to all the individuals, sponsors and companies!Accredited Champion Organisations - [Customer Experience and all those new found experts](https://www.cxobsession.com/customer-experience-and-all-those-new-found-experts/) - Just one more thing... - [Certified Process Professional growth since 2013](https://www.cxobsession.com/certified-process-professional-growth-since-2013/) - [Where is your work ethic mate?](https://www.cxobsession.com/where-is-your-work-ethic-mate/) - One day a fisherman was lying on a beautiful beach, with his fishing pole propped up in the sand and his solitary line cast out into the sparkling blue surf. He was enjoying the warmth of the afternoon sun and the prospect of catching a fish.(from the desk of James Dodkins)About that time, a businessman - [How Wolves Change Rivers and how you can change your...](https://www.cxobsession.com/how-wolves-change-rivers-and-how-you-can-change-your/) - I just love this video. The beautiful scenery, the inspiring story and then the call to action. How can this have anything to do with Customer Experience and BPM I here you ask? Watch the video (enjoy) and then ask your self the question "How can I create a Trophic Cascade in my organization?". (Trophic - [You have got to start with the Customer Experience and work backwards to the technology](https://www.cxobsession.com/you-have-got-to-start-with-the-customer-experience-and-work-backwards-to-the-technology/) - How do Outside-In companies achieves 20-30% annually sustainable improvement across costs, revenue and service?If there was a book of secrets featuring Outside-In one chapter would focus on Steve Jobs observation You have to start with the customer experience and work backwards to the technology” Watch the 5 minute video to get the perspective.So what? We - [FREE BPM-CEM-OutsideIn course. And receive a complimentary book – Outside-In.](https://www.cxobsession.com/free-bpm-cem-outsidein-course-and-receive-a-complimentary-book-outside-in/) - Outside-in approaches create a completely new reality that reshapes how we manage and organize work so much so that functional pyramidal structures become artifacts of the past. Born in the complexity of the 21st century Outside-In companies believe that all effort in an organization should be centered around the customer and ultimately deliver Successful Customer Outcomes - [6 Tips for Understanding Customer Needs, even when they don't know themselves (includes video 4 mins)](https://www.cxobsession.com/6-tips-for-understanding-customer-needs-even-when-they-dont-know-themselves-includes-video-4-mins/) - Get your hands on SCO's. What are they? How can they help?Upcoming events with 42 techniques in Customer Experience Management Methodhttp://www.bpgroup.org/certification-by-city.htmlOrlando - London - Denver - Bangalore - Dubai - Brisbane - Sydney - Singapore - Dubai - Amsterdam - Cape Town - in 2014-15Join with me @stowers - [Royal Bank of Scotland - have they finally got the leader to take them back to the top?](https://www.cxobsession.com/royal-bank-of-scotland-have-they-finally-got-the-leader-to-take-them-back-to-the-top/) - And the lights come on at last..“It is about establishing one guiding principle that goes from the very top down to the smallest branch. Our employees who deal with customers every day understand their needs and do the best for them – this customer-focused DNA needs to run throughout the bank. We need to remember - [CEMMethod step 2: Crafting the Successful Customer Outcome](https://www.cxobsession.com/cemmethod-step-2-crafting-the-successful-customer-outcome/) - If you find this a useful addition to you Outside-In* toolkit let us know and we will release more :)* Outside-In is a philosophy and method of managing an organization by understanding and delivering Successful Customer Outcomes, - [Will you Fail?](https://www.cxobsession.com/will-you-fail/) - From the desk of James DodkinsWe can probably reasonably observe, without fear of understatement, that thecustomer has changed forever. The reason our organisations exist, the peoplewho pay our wages, the cause of all the work we do has evolved beyondrecognition.And yet has your organisation changed in response to this evolution?Do we do our work in - [Moments of Magic, Moments of Misery and Moments of Itchy Scratchy](https://www.cxobsession.com/moments-of-magic-moments-of-misery-and-moments-of-itchy-scratchy/) - --> Let’s swing back to Moments of Truth. They come in six different types. How many MOTs does your organization have? Evaluate the types bit.ly/MOT_overview - [Process Excellence in Singapore](https://www.cxobsession.com/process-excellence-in-singapore/) - Hot foot from the Singapore PEX Asia 2014 event (see the twitter stream at #singcpp) PEX Asia 2014 Keynote Steve Towers from Steve Towers - [Six steps to winning with the Customer Experience](https://www.cxobsession.com/six-steps-to-winning-with-the-customer-experience/) - 1. Start by identifying the Moments of Truth (customer interactions)that exist across all of your customer experiences (you can create more specific experience maps later). 2. Make a list of all the Moments of Truth (MOT).For each MOT write a description, method of interaction, and customer expectation. We use the Diagnostics dashboard to make sure - [ɯoʇʇoq oʇ doʇ puɐ ʇɥƃıɹ oʇ ʇɟǝl ʇou sı plɹoʍ ǝɥʇ](https://www.cxobsession.com/ɯoʇʇoq-oʇ-doʇ-puɐ-ʇɥƃiɹ-oʇ-ʇɟǝl-ʇou-si-plɹoʍ-ǝɥʇ/) - There is a saying that the map is not the territory. And yet so many treat their representation of the world as fact and reality. When you draw a process and agree with others that is how it looks just because you may all agree doesn't make it real. It is just a collective hallucination. - [BPM Resources from the BP Group (updated)](https://www.cxobsession.com/bpm-resources-from-the-bp-group-updated/) - (note: save for ongoing reference)http://bit.ly/joinbpgroup - 12,000+ members networking with ideashttp://www.twitter.com/stowers - Posts several times daily, new approaches, examples and case studieshttp://www.twitter.com/jdodkins - items linking into the customer experience http://www.bpgroup.org/ - Dozens of courses leading to the Certified Process Professional qualification (CPP) all over the globe http://www.processmiracle.com/ - FREE course featuring the Secret Sauce http://www.successfulcustomeroutcomes.net - - [Customer Experience. Two dirty words.](https://www.cxobsession.com/customer-experience-two-dirty-words/) - -->Do you feel, as a customer, like a nuisance to be endured? You are the disruption to a good days sleep in so many inside-out companies. The fact you pay their salaries is accepted under sufferance and they do the level best to avoid directly dealing with you, locking you into automated lines with interminable - [The And or Or of Customer Experience (interview from customersthatstick.com)](https://www.cxobsession.com/the-and-or-or-of-customer-experience-interview-from-customersthatstick-com/) - The best Customer Experience insights should be quick to deliver and directly to the point. This interview hosted by Adam Toporek with author Daniel Newman (CEO of MillennialCEO.com) has several interesting reflections with a few home truths in less than 5 minutes. It is these lessons that Process Professionals need to incorporate across the enterprise - [Scrap the IVR. Talk to customers.](https://www.cxobsession.com/scrap-the-ivr-talk-to-customers/) - Aside from the product placement this is about removing those pesky IVR's forever. Great illustrative video of a lousy (and frequent) poor customer experience. Our new schedule for coaching to eradicate poor customer experiences is at http://www.bpgroup.org/certification-by-city.html - [Successful Customer Outcomes Revolution (SCORe)](https://www.cxobsession.com/successful-customer-outcomes-revolution-score/) - James Dodkins, BP Group Executive Coach and CCO, takes us through a simple example of creating the SCORe, an initial stage in the CEMMethod(tm).BP Group Certified Process Professionals are coached in the approach which uncovers customer needs (even when they don't know themselves!). For the latest courses across UK, South Africa, USA, UAE, Australia and - [Public Service and Process](https://www.cxobsession.com/public-service-and-process/) - From the desk of James DodkinsIn many countries, the phrase public service is considered something of an anachronism. At all levels of government and government led services, customers perceive that overall they get a raw deal when compared to the levels of service they now regularly expect from privately held organizations. In this article we - [Steve Towers PEX Professional Development](https://www.cxobsession.com/steve-towers-pex-professional-development/) - [PEX Network Interview: Forget tick box exercises: “process professionals must deliver better customer outcomes”](https://www.cxobsession.com/pex-network-interview-forget-tick-box-exercises-process-professionals-must-deliver-better-customer-outcomes/) - If you haven’t noticed already, your customers have so much more power at their disposal. They’re well informed. They can easily compare your prices with those of your competitors. And they’re vocal when things don’t go well. So what does this mean for process professionals? The full video interview can be reviewed at http://youtu.be/DkwwPSjadyA“The - [Twenty Twenty future vision - put Customer Experience at the center of ALL your Process Initiatives](https://www.cxobsession.com/twenty-twenty-future-vision-put-customer-experience-at-the-center-of-all-your-process-initiatives/) - Customers are deciding how they want to do business. With more choices and information at their finger tips they have become rebellious and promiscuous. Successful enterprises are adopting an Outside-In approach to their customers, understanding and creating needs and managing expectations proactively. 1. Educate and engage every level of the organization in customer centric thinking. - [Join the process miracle, access a free course and receive a complimentary book – Outside-In.](https://www.cxobsession.com/join-the-process-miracle-access-a-free-course-and-receive-a-complimentary-book-outside-in/) - --> Outside-in approaches create a completely new reality that reshapes how we manage and organize work so much so that functional pyramidal structures become artifacts of the past. Born in the complexity of the 21st century Outside-In companies believe that all effort in an organization should be centered around the customer and ultimately deliver Successful - [Customer Experience Challenges: Why Maintaining an Outside-in Approach is Tougher than it Seems](https://www.cxobsession.com/customer-experience-challenges-why-maintaining-an-outside-in-approach-is-tougher-than-it-seems/) - From the desk of James DodkinsOutside-In is clearly the way for the worlds top companies and reflecting on the commentary by Hank Barnes in "Customer Experience Challenges: Why Maintaining an Outside-in Approach is Tougher than it Seems" the answer as to why the masses don't get it is probably very simply the herd instinct.For instance - [Process Transformation (PT). What is the meaning of that?](https://www.cxobsession.com/process-transformation-pt-what-is-the-meaning-of-that/) - Process Transformation (PT). What is the meaning of that?Let’s try three versions:1. Process exists to be transformed. But when we say transformed how high is the bar? 20%, 30% improvement or more? And what are we measuring when we say PT. Is it elapsed time, touch time or actual real metrics important for business success - [Outside-In and CEM books](https://www.cxobsession.com/outside-in-and-cem-books/) - The 2006 book Customer Expectation Management - Success without Exception, identified global leading best practices and lessons from the worlds top performing companies. We have now harnessd these best practices into a set of practical and easy to use toolkits and education services which will help you transform the way processes work forever. I wanted - [Customer Experience Management is](https://www.cxobsession.com/customer-experience-management-is/) - Customer Experience Management is about aligning everything to Successful Customer Outcomes. After all if we do not deliver SCO’s our business will fail. Developing the skills and ambition to engineer and deliver SCO’s is a critical differentiator in the second decade of the 21st century, - [The Road to Hell is Paved with good intentions](https://www.cxobsession.com/the-road-to-hell-is-paved-with-good-intentions/) - We start with what is now a classic denial strategy and will progress over the coming weeks to review misconceptions that seek to stop you on yourjourney to Successful Customer Outcomes.'The company has to get its own processes right first'.In the context of Outside-In this is clearly a major mistake. As theSouthwest Airlines and Apple - [Customer Experience (CX) is all about Engineering](https://www.cxobsession.com/customer-experience-cx-is-all-about-engineering/) - Customer Experience is all about engineering everything an organization does to ensure that all interactions lead to Successful Customer Outcomes. Achieving consistent Successful Customer Outcomes improves customer affinity, reduces costs and directly grows revenues. - [Everything old is bad and antiquated and not everything new is shiny and good.](https://www.cxobsession.com/everything-old-is-bad-and-antiquated-and-not-everything-new-is-shiny-and-good/) - From the desk of James Dodkins...“Not everything old is bad and antiquated and not everything new is shiny and good. The real secret to success is to combine the best of both.” Rene Carayol, Senior Executive & Former Board Member for Pepsi, Marks & Spencer, IPC Media & The Inland Revenue.The world's leading companies have - [Are you doing Needs of Customer. or sadly its previous now mostly defunct Voice of Customer?](https://www.cxobsession.com/are-you-doing-needs-of-customer-or-sadly-its-previous-now-mostly-defunct-voice-of-customer/) - Listening to what customers say they want and then developing it is the height of enterprise stupidity. Go ask Nokia, Kodak, Blockbuster how their VOC programs helped them decline and become history. Alternatively seek advice from Disney, Samsung, Virgin and Apple who work out the NOC even when the customer doesn’t know it themselves.Do you - [You get what you measure - how do you know you are not just doing busy work?](https://www.cxobsession.com/you-get-what-you-measure-how-do-you-know-you-are-not-just-doing-busy-work/) - Measure dumb stuff and don’t be surprised when you get poor results.Too many people focus their attention on measuring and fixing what already happens. Often times what happens doesn’t need to and you should stop doing it. Make sure your measures contribute to the achievement of a Successful Customer Outcome.Watch – Successful Customer Outcomes (SCO) - [Three Steps to Process and Customer Nirvana](https://www.cxobsession.com/three-steps-to-process-and-customer-nirvana/) - Three things to focus on with immediate benefits:1. Define a Successful Customer Outcome for the processes you are involved with. Watch – What is a Successful Customer Outcome (SCO) http://bit.ly/1flfSmmWatch – Step by step guide to creating a SCO.2. Identify all the customer[1] touchpoints (aka Moments of Truth - MOT) in your processWatch – What - [How do you start the journey to Enterprise BPM/Outside-In?](https://www.cxobsession.com/how-do-you-start-the-journey-to-enterprise-bpmoutside-in/) - James Dodkins (far right) is the BP Groups Chief Customer OfficerFrom the desk of James DodkinsIf I scan the fifteen or so new OI initiatives in large corporations I have worked closely with (in the last three years) I would say 80% of that work is through what you can think of is a 1-2-3 - [Points of Failure - How to remove and improve (3 minute video)](https://www.cxobsession.com/points-of-failure-how-to-remove-and-improve-3-minute-video/) - Upcoming events? http://www.bpgroup.org/certification-by-city.htmlAmsterdam - Cape Town - Orlando - London - Bangalore - Dubai - Brisbane - Denver - Sydney - Singapore - Dubai in 2014 - [Can you trust your call centre – a tale of Enterprise lies and unfulfilled expectations.](https://www.cxobsession.com/can-you-trust-your-call-centre-a-tale-of-enterprise-lies-and-unfulfilled-expectations/) - --> Are you measuring and rewarding dumb stuff? A close colleague recently arranged to move some large furniture and being aware of size constraints spent some time researching and contacting various ‘self drive hire’ firms for a suitable vehicle. The best offer was confirmed following a long discussion with sales folks in the Enterprise[1]call center - [Business Process Management - what is it? How can it help? (4 min video)](https://www.cxobsession.com/business-process-management-what-is-it-how-can-it-help-4-min-video/) - BPM - A view Outside-InUpcoming events? http://www.bpgroup.org/certification-by-city.htmlAmsterdam - Cape Town - Orlando - London - Bangalore - Dubai - Brisbane - Denver - Sydney - Singapore - Dubai in 2014 - [Moments of Truth - What are they and how can they help us transform processes? (1 min video)](https://www.cxobsession.com/moments-of-truth-what-are-they-and-how-can-they-help-us-transform-processes-1-min-video/) - One minute to reveal one of the most powerful techniques in the process transformers toolkit! - [6 Tips for Understanding Customer Needs, even when they don't know themselves (with 4 min video and Guide)](https://www.cxobsession.com/6-tips-for-understanding-customer-needs-even-when-they-dont-know-themselves-with-4-min-video-and-guide/) - 6 Tips for Understanding Customer Needs, even when they don't know themselvesGet your hands on SCO's. What are they? How can they help?Need a handy Guide? Download the SCO101 : http://bit.ly/SCO101Certified Process Professional Masters (CPP-Master) Program(Orlando US Jan 22-23, Denver US Jan 26-30, London UK Mar 2-6)www.bpgroup.org/certification-by-city.htmlAn internationally recognised program with proven track record delivered by - [PEX USA - another great win for IQPC](https://www.cxobsession.com/pex-usa-another-great-win-for-iqpc/) - The annual event in the USA (now in its 15 year) attracts the very best of the community and this year was no exception.With stimulating speakers and a awesome Awards program* the IQPC team lifted the bar a notch or two higher. http://www.pexweek.com/ which also includes the PEX BP Group Certified Process Professional two day - [Process Excellence and the Customer - Are they mutually exclusive? (Video)](https://www.cxobsession.com/process-excellence-and-the-customer-are-they-mutually-exclusive-video/) - [What Business are you really In?](https://www.cxobsession.com/what-business-are-you-really-in/) - From the desk of James Dodkins..Part 4 of 4: There are four distinctly Outside-In ways that you can rethink process and in doing so achieve Triple Crown benefits. The previous three articles in this four part theme we reviewed 'Understand and applying Process diagnostics' , the 'Successful Customer Outcome' and 'Reframing Process for an Outside-In - [Part 3 of 4: There are four distinctly Outside-In ways that you can rethink process and in doing so achieve Triple Crown benefits.](https://www.cxobsession.com/part-3-of-4-there-are-four-distinctly-outside-in-ways-that-you-can-rethink-process-and-in-doing-so-achieve-triple-crown-benefits/) - From the desk of James Dodkins, CCO BP Group.In the first two articles in this four part theme we reviewed 'Understand and applying Process diagnostics' and the 'Successful Customer Outcome' map. We now move our attention to the third way we can rethink process foreverRe-framing process for an Outside-In worldA fundamental principle of Outside-In is - [Delivering success... achieving consensus?!](https://www.cxobsession.com/delivering-success-achieving-consensus/) - I was stuck by three of congruences this weekend. One was Seth Godins nearly always excellent blog. He covers the theme of extremes. See it here.That reminded me of the wisdom from George Bernard Shaw: “The reasonable man adapts himself to the world: the unreasonable one persists in trying to adapt the world to himself. - [Part 2 of 4: There are four distinctly Outside-In ways that you can rethink process and in doing so achieve Triple Crown benefits.](https://www.cxobsession.com/part-2-of-4-there-are-four-distinctly-outside-in-ways-that-you-can-rethink-process-and-in-doing-so-achieve-triple-crown-benefits/) - From the desk of James Dodkins:In the first article in this four part theme we reviewed 'Understand andapplying Process diagnostics'. We now move our attention to the second waywe can rethink process forever -Identify and aligning to Successful Customer Outcomes"Businesses can be very sloppy about deciding which customers to seek outand acquire" Frederick F. ReichheldThe - [How do Outside-In companies do that?](https://www.cxobsession.com/how-do-outside-in-companies-do-that/) - Michael Nakamoto (CPP Master) The Nature Conservancy, explains how recent shifts to Outside-In change how projects report success; its implications and consequently how TNC is achieving much better results for its customers.Join The Nature Conservancy and learn more from progressive companies in Florida at the Annual PEX event during January in Orlando, Florida, http://www.pexweek.com/ - [Moving Outside-In. 4 steps to redefining business processes forever.](https://www.cxobsession.com/moving-outside-in-4-steps-to-redefining-business-processes-forever/) - From the desk of James Dodkins Part 1 of 4: There are four distinctly Outside-In ways that you can rethinkprocess and in doing so achieve Triple Crown benefits.Let's take them in bite sized chunks.€ Understand and applying Process diagnostics€ Identify and aligning to Successful Customer Outcomes€ Re-frame where the process starts and ends€ Rethink the - [The Nature Conservancy Annual get together of Over Achievers](https://www.cxobsession.com/the-nature-conservancy-annual-get-together-of-over-achievers/) - Perhaps wiser and slightly more rounded (esp. me hidden in the back row) the crew resumed their annual jamboree in Arlington, Virgina. In the style of the event the irreverent photo at the afternoon break. Thanks to Erika Westbay and her fantastic team for pulling such a cool experience together. - [CPP Masters in Cary, North Carolina](https://www.cxobsession.com/cpp-masters-in-cary-north-carolina/) - Drum roll... a new batch of CPP Masters secured gold this week in North Carolina. Congratulations to all... - [Finalists of the 2014 PEX Network Awards! (from our partners at PEX)](https://www.cxobsession.com/finalists-of-the-2014-pex-network-awards-from-our-partners-at-pex/) - ____________________________________________________________ We are delighted to announce the finalists of the 2014 PEX Network Awards! The scope and quality of the awards entries this year was outstanding. Without further ado the trailblazers in Process Excellence and shortlisted entries are, drum roll..... __________________________________________________________ BEST PROCESS IMPROVEMENT PROJECT (OVER 90 DAYS) BOC Gases Ltd, Project OCTA - Optimisation - [The Outside-In Approach to Customer Service](https://www.cxobsession.com/the-outside-in-approach-to-customer-service/) - From the desk of James Dodkins...This week I'm going to pass the baton over to Ranjay Gulati.He is the Professor of Business Administration at Harvard Business School,and talks about 'Outside-In' in great detail.Read this fantastic article here http://hbswk.hbs.edu/item/6201.html - [A Christmas story with Westjet (the Canadian Outside-In company)](https://www.cxobsession.com/a-christmas-story-with-westjet-the-canadian-outside-in-company/) - And how are your delivering for your customers this Christmas? Behold lead Outside-In company Westjet are really going that extra nine yards.So what are you doing to bring a smile to your loyal customers? - [Global Business Processes: the means to succeed in the 21st century.](https://www.cxobsession.com/global-business-processes-the-means-to-succeed-in-the-21st-century/) - What is a global process and what business benefit does it provide?Companies with a worldwide presence face many challenges such as globalization, regional trading agreements and the uncertainty of the economic markets. These challenges require a coordinated approach which maximizes the benefits of a world-wide presence and at the same time provide a local focus. - [A New Order of Things](https://www.cxobsession.com/a-new-order-of-things/) - From the desk of James DodkinsThere is no easy way to introduce a new order of things however there are some principles that can be followed based on this type of mind shift.1. Objective and immediate.The results we achieve with Outside-In are significant and substantive e.g. Triple Crown*. Accordingly any effort should first of all - [Certi fied Process Professional (CPP-Professional) 2014 programme](https://www.cxobsession.com/certi-fied-process-professional-cpp-professional-2014-programme/) - Training and Certification with BP GroupChennai – Amsterdam –Orlando – London – Bangalore - Dubai – Brisbane – Cape Town – Denver – Sydney - SingaporeThis is gentle reminder about our upcoming 2014 CPP Professional Global Training. Classes book quickly so please reserve soon.http://www.bpgroup.org/certification-by-city.html Course Overview:The CPP Professional qualification is an acknowledgement of the understanding - [SIngapore and PEX Asia Heads up for February 2014](https://www.cxobsession.com/singapore-and-pex-asia-heads-up-for-february-2014/) - Dear Colleague,I am delighted to be working with PEX Asia on their 2014 summit. The event is designed for process management professionals who want to be at the forefront of change, champion excellence in their organisation and collaborate on creating the next generation of process transformation strategies.Process Excellence is being redefined in this digital age, - [Proactive Outside-In companies (James Dodkins)](https://www.cxobsession.com/proactive-outside-in-companies-james-dodkins/) - Part of the Process Miracle course > http://www.processmiracle.com/ - FREE BPM course featuring the Secret Sauce < I also want to touch on the hurdles these companies using OI as their route to customer-centricity faced or are facing. While achieving customer-centricity is a noble goal‹ even a necessity for many companies‹it's not easy. It requires - [CPP Masters in San Francisco.](https://www.cxobsession.com/cpp-masters-in-san-francisco/) - It was a great pleasure visiting San Francisco for the 4th time this year and hosting the CPP Masters session at the Waterfront. We had a terrific time consolidating Outside In.From l>r: Grace, Angela, Mark, Steve, Kandice, Jamie, Moosa, NiveshThis was one of those sessions that transcends what we did in a few days. Moosa - [Breakpoints 2013 - make every internal interaction a successful one](https://www.cxobsession.com/breakpoints-2013-make-every-internal-interaction-a-successful-one/) - --> Reduce Complexity and win the Triple Crown --> The Breakpoints Tool Kit provides the means to tackle internal bureaucracy and reduce/eliminate all those hand-offs that cause all that work. https://www.dropbox.com/s/3a4zb3aqrntkc9p/BPGBP_2013.docx - [Business Rules 2013 - Get those decision points under control](https://www.cxobsession.com/business-rules-2013-get-those-decision-points-under-control/) - Rules should guide and help The purpose of the Business Rules Tool Kit is to give you an actionable approach to identifying and optimizing the process-based behavior in your organization, thereby Increasing Revenues and Enhancing Customer service. https://www.dropbox.com/s/m4e09hbdnp16oir/BPGBR_2013.docx - [Moments of Truth 2013 - Make every customer interaction a profitable one](https://www.cxobsession.com/moments-of-truth-2013-make-every-customer-interaction-a-profitable-one/) - Now in version 15. A set of guidance and templates to discover, develop and control Moments of Truth. https://www.dropbox.com/s/2v6ezd6ign36k9f/BPGMOT_2013.docx - [Simplicity is the ultimate sophistication (from James Dodkins)](https://www.cxobsession.com/simplicity-is-the-ultimate-sophistication-from-james-dodkins/) - James Dodkins, CCO BP GroupIn 1996, Gilead introduced a "next phase" AIDS medication patients couldtake in a single daily dose. The new drug, Atripla, vastly improved patientquality of life. It vastly improved compliance. And it has given Gilead an80% market share of medication prescribed to newly identified AIDS and HIVpositive patients, despite introduction of directly - [PEX Awards Florida January 2014](https://www.cxobsession.com/pex-awards-florida-january-2014/) - Entries will be accepted until Friday 8 November - there is still time to enter!Due to unprecedented demand the deadline has been extended to 8 November. Demonstrate how you used the power of process to transform your business and enter. The winners will be announced at PEX Week USA in Orlando, Florida on Tuesday 21 - [Links for those hungry for Outside-In and advanced business process transformation](https://www.cxobsession.com/links-for-those-hungry-for-outside-in-and-advanced-business-process-transformation/) - http://www.successfulcustomeroutcomes.net - 283 articles on Advanced BPMhttp://bpcommunity.blogspot.co.uk/ - 200+ articles on business process transformationhttps://www.youtube.com/user/snoozers69 - Over 50 videos on the themehttp://www.slideshare.net/stowers/ - More than 70 presentations (downloadable)http://www.bpgroup.org/ - 80+ courses leading to the Certified Process Professional qualification (CPP) all over the globe through 2013/14http://www.oibpm.com/ - for all things and links Outside Inhttp://www.certifiedprocessprofessional.com/ - Professional qualifications - [CEMMethod update (new version pending)](https://www.cxobsession.com/cemmethod-update-new-version-pending/) - In January we updated the CEMMethod (it is now on its fifth version since 2006). Before year end we will introducing several new concepts and tools. If you would like that information please subscribe to the blog and I will include you in the previews. CEMMethod_Jan2013 from Steve Towers - [Six customer imperatives for everyone](https://www.cxobsession.com/six-customer-imperatives-for-everyone/) - Many decades ago, as a trainee industrial engineer I was introduced to the works of Rudyard Kipling[1]. In the context of the Customer Age his sage wisdom lives on.A renowned English writer (born in Mumbai) he influenced my life from that get go and here I pay homage to his life changing verse Six Honest - [SCO's a quick update](https://www.cxobsession.com/scos-a-quick-update/) - Successful Customer Outcomes 2013 from Steve Towers - [Globe trotting - certification and customer experience](https://www.cxobsession.com/globe-trotting-certification-and-customer-experience/) - Catch me if you can at:Edmonton, Canada – w/c 7 OctoberCape Town – w/c 14 OctoberHong Kong – w/c 21 OctoberSan Francisco – w/c 4 NovemberSingapore – w/c 11 NovemberA terrific mix of in-house accreditation and audit, consultancy and good plain old training. Government, Financial Services, Aerospace, Retail and Pharma.Review the 2013 and 2014 Open - [Customer Interactions aka Moments of Truth (Part One) - develop, control, measure and manage](https://www.cxobsession.com/customer-interactions-aka-moments-of-truth-part-one-develop-control-measure-and-manage/) - Customer Interactions (CI's) are taking place all the time. Are your CI's under control? Can you quantify them? and are they aligned to the Successful Customer Outcome? Some folks might think this is a mountain to climb and don't even bother to pay attention to those critical moments. Customer Interactions - (Click photo for full - [The Process Excellence Network annual US gathering](https://www.cxobsession.com/the-process-excellence-network-annual-us-gathering/) - One for your diaries - Orlando, January 2014. The Annual get together for everyone process, performance and customer orientation.Bringing together leading practitioners, solution providers and the latest exclusive case studies.If there is one major event in your process, lean, sigma, bpm, customer, outside in diaries for 2014 get along to this one. - [Successful Customer Outcomes - are you delivering (or are you part of the problem?)](https://www.cxobsession.com/successful-customer-outcomes-are-you-delivering-or-are-you-part-of-the-problem/) - Simply put everything an organization does, from the tasks and activities through to strategy should be explicitly linked with a Successful Customer Outcome.Say you are in the Accident and Emergency at your local hospital? How much of what is actually happening is contributing to the well being of the patients? At a recent family crisis - [PEXWeek 2014 - Orlando, January 2014](https://www.cxobsession.com/pexweek-2014-orlando-january-2014/) - [There is no excuse for complexity.](https://www.cxobsession.com/there-is-no-excuse-for-complexity/) - There is no excuse for complexity. It is a consequence of muddled thinking and a lack of understanding of the true goal of the organization, which is creating Successful Customer Outcomes.Complexity has developed as organizations have added new routes to market, new ways of delivering service, new enterprise IT systems and a myriad of improvement - [CPP Masters Advance release of 2014 program (book now at EARLY BIRD prices)](https://www.cxobsession.com/cpp-masters-advance-release-of-2014-program-book-now-at-early-bird-prices/) - Professional advancement? 2014 program released Oct 1 Amsterdam BP Group CPP Professional®, Masters® 27-Jan-14 Orlando BP Group CPP Professional®, Masters® 3-Mar-14 London BP Group CPP Professional®, Masters® 7-Apr-14 Bangalore BP Group CPP Professional®, Masters® 26-May-14 Dubai BP Group CPP Professional®, Masters® 1-Jun-14 Brisbane BP Group CPP Professional®, Masters® 14-Jul-14 Cape Town BP Group CPP - [INFOGRAPHIC: Process Excellence State of the Industry 2013-2014 (from PEX)](https://www.cxobsession.com/infographic-process-excellence-state-of-the-industry-2013-2014-from-pex/) - Where are the hot new areas for process excellence? What tools and approaches are companies using? How can you maximize the results from your process excellence program?We may be in San Francisco this week at the BPM Summit however our minds are turning to the Annual PEX Florida event in January in Orlando. As ever - [BPM Celebrities in San Francisco next week](https://www.cxobsession.com/bpm-celebrities-in-san-francisco-next-week/) - PEX BPM Summit USA San FranciscoGlobal Top BPM Speakers Michael Brown Director, Process Improvement and Service Quality TD CanadaTrust Clay Richardson Principal Analyst Forrester Research Atul Bhatt Vice President, Business Architecture Wells Fargo Carol Guedez Global Head, Quality & Efficiency Orange Business Services Mallikarjun Angalakudati Director, Meter-to-Cash Process National Grid - [An Overview of CXMapping using the ABACUS toolkit from the BPGroup](https://www.cxobsession.com/an-overview-of-cxmapping-using-the-abacus-toolkit-from-the-bpgroup/) - And now we have the PDF (much better than the video) - [The Science of the Customer Experience](https://www.cxobsession.com/the-science-of-the-customer-experience/) - The new site featuring Customer Experience has gone live: http://www.cxrating.comYou can access and download the resources that will provide an overview of the value of becoming scientific about the Customer Experience. Meanwhile Customer Experience Mapping gets a kick in the pants as we integrate ABACUS (the BPGroup toolkit) to demonstrate a generic process across several - [Let's talk Successful Customer Outcomes...](https://www.cxobsession.com/lets-talk-successful-customer-outcomes/) - James Dodkins - Chief Customer Officer BP GroupWell as it is so often said, it isn’t rocket science. In fact it has to be one of the simplest concepts available in business today – and yet so often missed. It is often so simple it is elegant, so let’s review what Disneys SCO might just - [Newspapers aren't dying and Jeff Bezos isn't crazy](https://www.cxobsession.com/newspapers-arent-dying-and-jeff-bezos-isnt-crazy/) - The genius that is Jeff Bezos (see the previous article here) sees a great future for publishing in all its forms.While some are bailing from (news)papers Bezos sees considerable opportunity. What is he seeing that others aren't? http://bit.ly/17UVk0w - [Great illustraton of Outside-In thinking and practice. Jeff Bezos provides his viewpoint..](https://www.cxobsession.com/great-illustraton-of-outside-in-thinking-and-practice-jeff-bezos-provides-his-viewpoint/) - "I would hope people would say that Amazon is earth's most customer-centric company, and that we work backwards from customers. Many companies sort of look at what their skills are and they work forward from their skills. They say this is what we're good at, and this is what we'll do. It's a very different - [NPS - Dead in the Water?](https://www.cxobsession.com/nps-dead-in-the-water/) - If you are into or responsible for Customer Satisfaction or Customer Experience you must access this rebuttal of (NPS) Net Promoter Score. What do we think at the BP Group? Whatever we do know we have to get more scientific about the Customer Experience. NPS - Dead in the Water (Terrific Paper 2013) from Steve - [It's a mess out there - but you know the Magic now :)](https://www.cxobsession.com/its-a-mess-out-there-but-you-know-the-magic-now/) - Breakpoints are always caused by Moments of Truth. Usually if you find a MOT there will be 3-4 BP’s also. Makes sense then to start eradicating the unnecessary MOT’s. Business Rules! Did you hear the one about waiting 8 days at the Prudential for the ink to dry on parchment paper? Or the Allied Pickfords - [Internal Handoffs - oh boo, more checkers checking checkers :(](https://www.cxobsession.com/internal-handoffs-oh-boo-more-checkers-checking-checkers/) - --> Breakpoints. Internal hand-offs. All that red tape. Even getting the simplest things done is like draining the ocean. How many BP’s do you have? bit.ly/BP_overview - [Business Process Management - do we really need it anymore?](https://www.cxobsession.com/business-process-management-do-we-really-need-it-anymore/) - Sounds provocative however what is it really all about? The chaotic nature of business today with promiscuous customers, extended customer experiences, multi-channel, always on digital world means control of process is a fundamental pre requisite of the successful business. Leaving the processes to fate is an act of gross irresponsibility and should be treated as - [Successful Customer Outcomes - make or break](https://www.cxobsession.com/successful-customer-outcomes-make-or-break/) - --> Big topic today. Successful Customer Outcomes. Do you know the difference between what customers say they want and what they really need? http://bit.ly/16DbbQN - [Moments of Magic, Moments of Misery and Moments of Itchy Scratchy](https://www.cxobsession.com/moments-of-magic-moments-of-misery-and-moments-of-itchy-scratchy-2/) - Let’s swing back to Moments of Truth. They come in six different types. How many MOTs does your organization have? Evaluate the types bit.ly/MOT_overview - [The Process Miracle - Free Online BPM course](https://www.cxobsession.com/the-process-miracle-free-online-bpm-course/) - Are you enjoying the resources? We also have a FREE online course called the Process Miracle. It is a 4 week program with daily thoughts and actions. Sign-up for free: http://www.processmiracle.com - [Customer Decision Points and Business Rules](https://www.cxobsession.com/customer-decision-points-and-business-rules/) - Moments of Truth and Breakpoints are supported by business rules. Any decision point within the customer experience (theirs and ours). Business Rules are prone to obsolescence – get the Guide here: bit.ly/BR_overview - [Internal work - Breakpoints and Red Tape](https://www.cxobsession.com/internal-work-breakpoints-and-red-tape/) - Moments of Truth come in many shapes however they are the fundamental cause of all the work we see in an organization. How does that internal work appear? As Breakpoints – download here: bit.ly/BP_overview - [Those infernal Moments of Truth and the Customer Experience](https://www.cxobsession.com/those-infernal-moments-of-truth-and-the-customer-experience/) - --> Every Customer Experience has interactions. The customer facing ones are Moments of Truth – make or break for the relationship. Here’s an overview of MOTs bit.ly/MOT_overview - [Use Your Buts Well (courtesy of NLP Comprehensive, Colorado)](https://www.cxobsession.com/use-your-buts-well-courtesy-of-nlp-comprehensive-colorado/) - Here is a terrific example from one of my professional associations (NLP Comprehensive) of creating the right language in and around Outside-In thinking and practice.This extract comes courtesy of NLP thought leaders in Colorado and I would strongly encourage deeper investigation, and if you can spending some time with these extremely fine souls.Steve Andreas - - [The ALL new CEMMethod - a way of creating and managing the Customer Experience](https://www.cxobsession.com/the-all-new-cemmethod-a-way-of-creating-and-managing-the-customer-experience/) - --> An overarching approach to creating, managing and delivering the customer experience. Here is the all new CEMMethod: bit.ly/CEMMethod13 - [The customer can’t be king at the expense of your business.](https://www.cxobsession.com/the-customer-cant-be-king-at-the-expense-of-your-business/) - The customer can’t be king at the expense of your business. My recent interview with India Times tells us the reasons why: http://bit.ly/19VJwzD - [We have got to get scientific about the customer experience.](https://www.cxobsession.com/we-have-got-to-get-scientific-about-the-customer-experience/) - --> We have got to get scientific about the customer experience. This next few days we are providing Guides to do just that. Signup to the blog to get em daily. - [Australias thousandth CPP Master!](https://www.cxobsession.com/australias-thousandth-cpp-master/) - This week Australia celebrated the 1,000th Certified Process Professional Master. The lucky guy is Andy Le Grange (third from the left) who received a Samsung Note 8 as recognition of the milestone. The CPP series first touched down in Australia in September 2005. The first CPP Masters programme was held in 2009, and David Mottershead - [PEX Sydney a very good customer experience](https://www.cxobsession.com/pex-sydney-a-very-good-customer-experience/) - My annual visit to present, judge and deliver the PEX CPP Program at this splendid event on Darling Harbour did not disappoint. See below for my presentation on the theme of raising the bar to win customer gold.This year an eclectic mix of speakers and subjects kept us enthralled throughout. Chair this year was evergreen - [The customer can't be king at the expense of your business, says Steve Towers](https://www.cxobsession.com/the-customer-cant-be-king-at-the-expense-of-your-business-says-steve-towers/) - Steve Towers Interviewed by NASSCOM's Goutam Das Steve TowersSteve Towers is a business process and customer satisfaction expert and the author of "Outside In - The Secret of the 21st Century Leading Companies". In India, he advises the Tata group, Wipro and other BPOs on ways to organise their processes and people better to deliver - [Where are you this week?](https://www.cxobsession.com/where-are-you-this-week/) - --> 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! #cppmasterAnd where are you next week? Still time to book for Sydney CPP MastersLink here and join us for the annual Darling Harbour Masters: http://australiathewholedeal.eventbrite.com/ - [The BPM Summit is coming to San Francisco (great case studies, speakers and diverse agenda)](https://www.cxobsession.com/the-bpm-summit-is-coming-to-san-francisco-great-case-studies-speakers-and-diverse-agenda/) - The BPM community are chatting about the upcoming San Francisco Summit: http://bit.ly/SanFranBPMHere's a snapshot of the discussion:Don’t let your existing capabilities and processes hold your business back. Market volatility. Globalization. Data proliferation. All of this coupled with unprecedented operational, regulatory and economic pressures in a heightened risk management environment. The most effective way of dealing - [Recently qualified Open session Certified Process Professional Masters (CPP-Masters)](https://www.cxobsession.com/recently-qualified-open-session-certified-process-professional-masters-cpp-masters/) - 9 countries – 32 CPP Masters® – 15 companies - Congratulations to all! Aditya Godbole, Adrian Leith, Alejandro Rodriquez, Amit Kualagekar, Amjad Shaikh, Anneke Fourie, Ashish Sakharkar, Clare Soper, Darren Bryant, Ebey Philip, Elize Lessing, Ernst Kriek, Girivasan TC, Ibrahim Echu, Janine Claasens, Jary Brenes, Jatine Dhaya, Jummai Hassan, Keenan Malinich, Kim Elliott, Luis Benavides, - [Australia this week - Fantastic PEX event](https://www.cxobsession.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 - [We have got to get scientific about the Customer Experience (CX)](https://www.cxobsession.com/we-have-got-to-get-scientific-about-the-customer-experience-cx/) - Customers have become sophisticated, promiscuous, rebellious, choosey and have access to more information than ever before. In fact they know more about your products and services than you do! Make real the mantra "the customer experience is the process" and let's get scientific about CX. Join with us as we explore this virgin territory on - [The process is over only when the customer says it is.](https://www.cxobsession.com/the-process-is-over-only-when-the-customer-says-it-is/) - --> Are your processes bounded by the myopia of the organization? For instance Procure to Pay, Order to Cash, Prospect to Customer and so on? If so you are in danger of fixing things and doing things right, rather than identifying what you should be doing and doing the Right things. The customer experience is the - [Technology is the means to the end, not the end in itself. It is just the same with pen and paper.](https://www.cxobsession.com/technology-is-the-means-to-the-end-not-the-end-in-itself-it-is-just-the-same-with-pen-and-paper/) - We are all citizens of the Information Age. Fifty years ago the first mainframes were being deployed and provided us with a fantastic way to automate processes. Unfortunately the industrial age mindset prevailed and we now often have the tail wagging the dog. The technology dictating how we do business rather than the real needs - [If things are changing faster outside than in, you will fail.](https://www.cxobsession.com/if-things-are-changing-faster-outside-than-in-you-will-fail/) - Sound obvious but is it really. How do you set about improving your business? Continually improving what you are doing, analyzing, leaning and removing variance? Oops. They say the road to hell is paved with good intention and so it with organizations working hard at the wrong things.You need to go out and figure what - [The Customer Experience is the process.](https://www.cxobsession.com/the-customer-experience-is-the-process/) - Where do your processes start and end? Procure to Pay? Enquiry to Invoice? If so you are in the wrong place. Where does the process really start, and end. It certainly isn’t contained by our functional specialist silo’s. You have to go out to the customer need and finish with the successful delivery.How do you - [To link process with performance we need to rethink what we mean by performance.](https://www.cxobsession.com/to-link-process-with-performance-we-need-to-rethink-what-we-mean-by-performance/) - How do you measure performance? Is it via the task, activities and outputs your organization achieves? Think about the call center for instance. The number of calls answered, processed and dealt with. Wrong.Performance should be measured directly by the Outcomes and Results that are achieved. Stop measuring success by number of calls dealt with in - [Process is just another name for the work we do.](https://www.cxobsession.com/process-is-just-another-name-for-the-work-we-do/) - You have to like those folks who do not understand this. Everything that takes place in the organization is part of a process. Marketing, Strategy, IT it is all the same thing. Knowing this is fundamental to an organizations success.Linking everything we do though to the Successful Customer Outcome is all that we should be doing. - [We shouldn't keep looking back at the past to define the possibilities for the future.](https://www.cxobsession.com/we-shouldnt-keep-looking-back-at-the-past-to-define-the-possibilities-for-the-future/) - When great change happens new thinking is required. When we all thought the earth was flat we didn’t build big ships (why we didn’t need them and could fallen off the ends of the world – who would have been so dumb to do that?). Here we are again, mass customization, customer promiscuity, choice and - [How much do you need to know, to know you know, you know enough?](https://www.cxobsession.com/how-much-do-you-need-to-know-to-know-you-know-you-know-enough/) - Many so called Performance Improvement approaches involve detailed analysis. In some cases Go beyond the software prescriptions and excessive analysis. When you know enough stop and move on.What techniques are you using to understand (rather than analyze excessively) the nature of the work the organization does?analysis paralysis!Honestly though how much time should it take to - [Don't ask the customer want they want. Determine what they need.](https://www.cxobsession.com/dont-ask-the-customer-want-they-want-determine-what-they-need/) - Do you give our children everything they say they want? Of course not. Then why do we spend gazillions doing that with customers? Research and Focus Groups, Customer Panels, Surveys, Voice of Customer and so on. The answer isn’t there. You have to figure out what the customer needs even when they don’t know it themselves.Remember - [Moments of Truth? Eradicate! Only improve a Moment of Truth if you can not remove it.](https://www.cxobsession.com/moments-of-truth-eradicate-only-improve-a-moment-of-truth-if-you-can-not-remove-it/) - In 1997 Steve Jobs returned to Apple*. Over a period of 3-4 years he transformed the business into the most innovative company on the planet. One of his mantras was “the customer experience is the process”. Couple that with ”If you find a Moment of Truth you should remove or improve it”. Simple ideas that - [A Moment of Truth is any interaction with the Customer.](https://www.cxobsession.com/a-moment-of-truth-is-any-interaction-with-the-customer/) - Richard Normann* gave this to the world back in the 1970’s.Every interaction we have with customers creates a Moment of Truth. These interactions can be If we apply engineering to Moments of Truth we can create optimum customer experiences. In fact the Moment of Truth is the root cause all the work in our organizations.Moments - [You are not in the business of doing things. You are in the business of achieving Successful Customer Outcomes.](https://www.cxobsession.com/you-are-not-in-the-business-of-doing-things-you-are-in-the-business-of-achieving-successful-customer-outcomes/) - Through my time with many amazing organizations and leaders I seemed to have acquired many quotes and sayings, sometimes from the inspiration of others sometimes slipped in to make a point as firms grapple with the needs of the 21st century. If you said some of these then thanks for your inspiration. If you heard - [Part 3 of 4: There are four distinctly Outside-In ways that you can rethink process and in doing so achieve Triple Crown benefits.](https://www.cxobsession.com/part-3-of-4-there-are-four-distinctly-outside-in-ways-that-you-can-rethink-process-and-in-doing-so-achieve-triple-crown-benefits-2/) - In the first two articles in this four part theme we reviewed 'Understand and applying Process diagnostics' and the 'Successful Customer Outcome' map. We now move our attention to the third way we can rethink process foreverReframing process for an Outside-In worldA fundamental principle of Outside-In is the understanding of where your process starts and - [Part 2 of 4: Identify and Align to Successful Customer Outcomes](https://www.cxobsession.com/part-2-of-4-identify-and-align-to-successful-customer-outcomes/) - In the first article in this four part theme we reviewed 'Understand and applying Process diagnostics'. We now move our attention to the second way we can rethink process forever - Identify and aligning to Successful Customer Outcomes“Businesses can be very sloppy about deciding which customers to seek out and acquire” Frederick F. ReichheldThe six - [PEX Network and the Process Community Annual Survey](https://www.cxobsession.com/pex-network-and-the-process-community-annual-survey/) - Diana Davis, PEX NetworkState of the Industry 2013 Process Excellence Survey – Take the surveyDear member,Do you know how your process excellence program compares to others within your industry? And what about the general trends and success factors you need to know to take your process improvement journey to the next level? We need your - [Part 1 of 4: There are four distinctly Outside-In ways that you can rethink process and in doing so achieve Triple Crown benefits.](https://www.cxobsession.com/part-1-of-4-there-are-four-distinctly-outside-in-ways-that-you-can-rethink-process-and-in-doing-so-achieve-triple-crown-benefits/) - I explore these more thoroughly in the book Outside In however for now let's take them in bite sized chunks.• Understand and applying Process diagnostics• Identify and aligning to Successful Customer Outcomes• Reframe where the process starts and ends• Rethink the business you are in Let's start with...1. Understand and applying Process diagnostics:(These will be familiar - [Australia month for the Process Excellence communities](https://www.cxobsession.com/australia-month-for-the-process-excellence-communities/) - Let’s start with a fantastic PEX offering in Sydney, with the latest PEX Week (July 22-24) chaired by Process Excellence guru and leader Morgan Jones of BOC. A complete package and been there and done it guy who leads with a passion. Get the latest insights and stories from the Process Excellence world.http://www.processexcellencesummit.com.au/The agenda includes diverse - [First Steps into Outside-In Thinking Part 4b) - Sustained Focus and Reduced Complexity](https://www.cxobsession.com/first-steps-into-outside-in-thinking-part-4b-sustained-focus-and-reduced-complexity/) - Outside-In is more than a series of tools and techniques to view and improve our business. It is designed as ‘practical thinking’ or a ‘business attitude’ to be orientated to as much of the business that the practitioner or management requires. If implemented to the greatest degree then a company may design and represent its - [Great week for reviewing the State of the Process Nation - download them there resources before they go :)](https://www.cxobsession.com/great-week-for-reviewing-the-state-of-the-process-nation-download-them-there-resources-before-they-go/) - How many places can you go for information? At the BP Group we have at least TEN, and here are the links: http://www.successfulcustomeroutcomes.net - 283 articles on Advanced BPM http://bpcommunity.blogspot.co.uk/ - 200+ articles on process improvement https://www.youtube.com/user/snoozers69 - Over 50 videos on the theme http://www.slideshare.net/stowers/ - More than 70 presentations (downloadable) http://www.bpgroup.org/ - 80+ courses - [First Steps into Outside-In Thinking Part 4a) - The Successful Customer Outcome](https://www.cxobsession.com/first-steps-into-outside-in-thinking-part-4a-the-successful-customer-outcome/) - There are a number of key supporting themes - the first is "Exclusive focus on Successful Customer Outcome (SCO)" The approach, distilled from global leading companies, is Customer Expectation Management Method (CEMMethod), has a set of principles and philosophy that ensures everything you do is aligned to and improves the SCO. CEMM helps an organization - [What Price Complexity?](https://www.cxobsession.com/what-price-complexity/) - Complexity is insidious. Costs go sky high.People get confused and systems can't cope.When production and service cycles take forever, and costs are high, chances are that most of your processes are mired in complexity. Since Victorian times, companies have felt compelled to offer consumers whatever they want, creating a myriad of choice with goods and - [First Steps into Outside-In Thinking Part 3 - What is OI in the context of the BP Group?](https://www.cxobsession.com/first-steps-into-outside-in-thinking-part-3-what-is-oi-in-the-context-of-the-bp-group/) - 1. Outside-In is a philosophy and method of managing an organisation by understanding and delivering Successful Customer Outcomes. 2. Outside-In Process optimizes value-delivery to customers. By fusing customer-driven process with customer-centric strategies, O-I creates successful customer outcomes (SCOs) – the foundation for achieving sustainable growth and profitability in an increasingly buyer-driven marketplace.(Customer ProcessOne Council, May - [First Steps into Outside-In Thinking Part 2 - Origins of Outside-In](https://www.cxobsession.com/first-steps-into-outside-in-thinking-part-2-origins-of-outside-in/) - Despite all the issues documented in Part 1, there have been companies who have regularly ‘bucked’ the trend and posted great business results, grown significantly and sustained that growth. Outside-In has been built on the approaches and lessons learnt from those companies who have managed to beat the competition and moreover delivered market beating results - [First Steps into Outside-In Thinking Part 1 - The Challenge](https://www.cxobsession.com/first-steps-into-outside-in-thinking-part-1-the-challenge/) - First published by the BP Group 3 years ago here's some of the mindset behind Outside In.If we consider the challenges of succeeding in business in the 21st century, most major companies would come up with a similar list: When they talk about their customers > Competition is fierce, global and increasing. > Customers have - [Is Process Excellence growing/declining?](https://www.cxobsession.com/is-process-excellence-growingdeclining/) - Great question posed in Lean Six Sigma and Process Excellence by Vijay Bajaj. There are several indicators and one of the leading is the amount of internet interest. So let’s look at some stats courtesy of Google. (Blue BPM, Red SixSigma)So at first glance BPM is in the ascendency, SIx Sigma declining, however let's factor in - [South Africa Business Process Management 2013 - BPM goes Strategic](https://www.cxobsession.com/south-africa-business-process-management-2013-bpm-goes-strategic/) - ITWebBPM is South Africa's premier event featuring the latest and most incisive business process management learning and next practice. It was a pleasure meeting so many people from the African continent (and further afield including Finland, Germany and the USA!). Watch the overview video, and if you would like a copy of my keynote, panel - [Process, Performance, Outside In. Keeping touch via Twitter and the blogs - Let's join hands](https://www.cxobsession.com/process-performance-outside-in-keeping-touch-via-twitter-and-the-blogs-lets-join-hands/) - Linked-In http://bit.ly/joinbpgroup helps us all exchange information and is a very useful resource as part of being a successful business professional. Three places to complement Linked-In include: Twitter: http://twitter.com/stowers Successful Customer Outcomes: http://bit.ly/SCOblog BP Community blog: http://bit.ly/bplatest Oh and of course I would love to connect directly and exchange: http://bit.ly/LinkWithSteve - [BPM must sync with company strategy](https://www.cxobsession.com/bpm-must-sync-with-company-strategy/) - Business Process Management (BPM) should be part of every organization’s strategic plan.By Admire Moyo, 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 - [BPM drives High Performance Organisations (HPO's)](https://www.cxobsession.com/bpm-drives-high-performance-organisations-hpos/) - By Tracy Burrows, ITWeb contributor. Johannesburg, 20 May 2013 International process improvement expert, Steve Towers, advocates an 'outside-in' approach.How business process management (BPM) is applied in the organisation is what makes the difference between ordinary businesses and high-performance organisations (HPOs), says international process improvement expert, Steve Towers. Towers, who is preparing to release his eighth - [BPM, Balanced Scorecard, EA and High Performance (presentation)](https://www.cxobsession.com/bpm-balanced-scorecard-ea-and-high-performance-presentation/) - At a recent performance appraisal this comment was made seriously, "If you pay me for doing dumb things, I will get really smart at doing dumb things".Do you measure people with 'dumb' metrics - activities and outputs, or with Outside In measures of results and outcomes? If Balanced Scorecards (BSC) and Strategy Maps fail it - [The Customer Experience is the Process - do you really believe that?](https://www.cxobsession.com/the-customer-experience-is-the-process-do-you-really-believe-that/) - The Customer Experience is the Process. What does that really mean and how can that help us reduce costs, grow revenues and improve the customer delivery (at the same time). In this first short presentation James Dodkins (BP Groups Chief Customer Officer) provides us with an understanding. - [6. Breakpoints - 5 steps to heaven (continued)](https://www.cxobsession.com/6-breakpoints-5-steps-to-heaven-continued/) - Best Practice Tip: As you name your breakpoints try using the syntax – do something, to something to get something. An example might be “open the email to action the request” Make sure you follow the instructions we’ve provided in identifying the Break Points in the target area. Getting this right will play a very - [5. Breakpoints - The Five Steps for Reducing Costs](https://www.cxobsession.com/5-breakpoints-the-five-steps-for-reducing-costs/) - The Five Steps for Reducing Costs Describe your Target - The target is the “area” we are seeking to improve. Most often this would be thought of in terms of a “process” but there is no restriction on how we define the target areas we are working on. Identify Break Points - For the target - [4. Breakpoints - Identifying them, fixing them and controling them](https://www.cxobsession.com/4-breakpoints-identifying-them-fixing-them-and-controling-them/) - Do you follow up on others to ensure that activities they are responsible for are being done in a timely manner so you can get your primary work done? Any time we “check” on something, we are doing so because a Break Point exists. Do you ever need to “fight a fire”? Every “fire” exists - [3. Breakpoints - how much work do they create?](https://www.cxobsession.com/3-breakpoints-how-much-work-do-they-create/) - A variety of studies exist that place the percentage of time the average employee spends on non-value added work at 40% to 90%. Regardless of where you fall on that scale one thing is obvious... Identifying and eliminating the causes of non-value added work presents an opportunity for cost reduction of at least 40%. And - [Identity, Expression and reputation (thanks Mathias Klang)](https://www.cxobsession.com/identity-expression-and-reputation-thanks-mathias-klang/) - Something for the weekend sir? This is a really good one on the rights and wrongs of freedom.I really get with the slide featuring Stephen Fry :) Identity, expression & reputation from Mathias Klang - [2. Breakpoints - the root of all internal evil and yet the Promised land?](https://www.cxobsession.com/2-breakpoints-the-root-of-all-internal-evil-and-yet-the-promised-land/) - That is the size of the prize the Break Points Toolkit targets – the rest of the non-value added work iceberg. Non value-added work is consuming up to 90% of your employees’ time. Yet many of the approaches to increasing utilization are producing little benefit and may even be contributing to the problem. Yet there - [1. Breakpoints - those insidious internal handoffs](https://www.cxobsession.com/1-breakpoints-those-insidious-internal-handoffs/) - insidious - Proceeding in a gradual, subtle way, but with harmful effects:Yup that is Breakpoints. Most process improvement techniques focus on only a small portion of the improvement potential in every process… the tip of the iceberg if you will. How big is the opportunity resting out of our sight, hidden below the waterline of - [Moments of Truth are fine but what about ...](https://www.cxobsession.com/moments-of-truth-are-fine-but-what-about/) - Breakpoints an Introduction The last few articles have focused our attention on the primary cause of all work in our processes - Moments of Truth. Fix those and the benefits are dramatic, immediate and sustainable. However what about this internal work we are doing? All the hand-offs between departments, the relationships with business partners and - [PEX and BP Group Certified Process Professional (CPP) May 2-3, London](https://www.cxobsession.com/pex-and-bp-group-certified-process-professional-cpp-may-2-3-london/) - Just around the corner is PEX Europe in two weeks time. In association with IQPC and the PEX network we are running a two day Certified Process Programme (CPP). Now in its 7th year the CPP qualification has spread far and wide with more than 25,000 certified across 92 countries. Places are in high demand - [5. Moments of Truth and their link to Strategy](https://www.cxobsession.com/5-moments-of-truth-and-their-link-to-strategy/) - The Five Steps to Winning the Triple Crown with MOT's Identify your Goal Of course the overall goal is to improve customer satisfaction. But to achieve that goal we need to know what role we are acting within. This helps us know if we are educating, leading, directing or doing. Describe your Target The target - [4. Moments of Truth, metrics and dashboards](https://www.cxobsession.com/4-moments-of-truth-metrics-and-dashboards/) - 4. Moments of Truth, metrics and dashboardsConsider a dashboard of MOT’s across the organization. Ownership can be assigned to each and every MOT and they can be actively managed to progressively improve the process. For any process that deserves to exist there is an optimum number of MOT’s to achieve a Successful Customer Outcome (SCO). - [Voice of Customer (doh)](https://www.cxobsession.com/voice-of-customer-doh/) - Business Process Management - what is it? http://youtu.be/NO54KXxTp9I Moments of Truth - what are they? http://youtu.be/OT_2cqMtrUw Breakpoints and Business Rules? http://youtu.be/_8KSN_McWIg Successful Customer Outcomes (SCO's) http://youtu.be/u4keI_kmdxM Voice of Customer? http://youtu.be/bTbHrxi1Vq4 Latest CPP program – Levels 1-8 http://www.bpgroup.org/certification-by-city.html Linked In (Over 10,000 members now) BP Group overall 85,000Certified Process Professionals 25,000+ - [3. Moments of Truth and alignment](https://www.cxobsession.com/3-moments-of-truth-and-alignment/) - 3. Moments of Truth and alignmentHaving identified the MOT’s and understood their Type we can ask ourselves do they explicitly contribute to the achievement of a Successful Customer Outcome. In a very direct way you can see MOT’s that are moments of misery, and those that are moments of magic.Naturally we wish to eradicate the - [2. Moments of Truth (MOT) and their usefulness.](https://www.cxobsession.com/2-moments-of-truth-mot-and-their-usefulness/) - 2. Moments of Truth (MOT) and their usefulness.Any interaction with the customer is a MOT. There are of course many different types of interaction and we can summarize them as follows:Person to Person – Person to System –System to Person –System to System –Person to the Product or Service - Product or Service to Person - [Exploring the fertile territory of Moments of Truth *** Moments of Truth are the cause of all our work ***](https://www.cxobsession.com/exploring-the-fertile-territory-of-moments-of-truth-moments-of-truth-are-the-cause-of-all-our-work/) - 1. Moments of Truth are the cause of all our work. In fact MOT’s create what we all say is process. Here is a video that explains their origin back in the 20thcentury. For our purposes this 10 part (one a day) series takes us through the understanding, usefulness and advanced application of MOT’s.Why are - [Upcoming BP Group Certified Process Professional (CPP) opportunities](https://www.cxobsession.com/upcoming-bp-group-certified-process-professional-cpp-opportunities/) - Thinking about investing in your future? Needing to extend your Professional scope?Here's the next 20+ Open classes delivered by the BP Group and the Certified Process Professional (CPP) program: Country Event Starts Level Duration (days) USA San Francisco, USA, CPP Professional®, Masters® April 2013 Apr 8, 2013 1-2-3-4-5 5 India Kolkata Certified Process Professional Masters®, - [Advanced BPM and Outside In - The CEMMethod](https://www.cxobsession.com/advanced-bpm-and-outside-in-the-cemmethod/) - The CEMMethod is widely used as the means to help organizations progress Outside In. This slideshow shares the most recent updates to this popular framework, with 38 techniques included to enhance your capabilities, individually and enterprise wide.Access more informaiton on how to lean and apply the CEMMethod from here. - [Living the Dream](https://www.cxobsession.com/living-the-dream/) - This week saw the fulfillment of a childhood dream. I have now visited the 48 Contiguous States of the USA yay!North Carolina and a progressive organization helped me achieve this honor. So thanks to James Taylor for helping me live the dream. Happy? Ecstatic!What dreams are you working on? How soon before you get there?Ciao, - [Video snippets for those Outside In tools](https://www.cxobsession.com/video-snippets-for-those-outside-in-tools/) - Business Process Management - what is it? http://youtu.be/NO54KXxTp9I Moments of Truth - what are they? http://youtu.be/OT_2cqMtrUw Breakpoints and Business Rules? http://youtu.be/_8KSN_McWIg Successful Customer Outcomes (SCO's) http://youtu.be/u4keI_kmdxM Voice of Customer? http://youtu.be/bTbHrxi1Vq4 Latest CPP program – Levels 1-8 http://www.bpgroup.org/certification-by-city.html Linked In (Over 10,000 members now) BP Group overall 85,000Certified Process Professionals 25,000+ - [Successful Customer Outcomes Posting Five](https://www.cxobsession.com/successful-customer-outcomes-posting-five/) - What does a completed SCO Map look like? Here is one example:If you understand SCO Maps in their original 2006 form you will also notice the improvedcapacity for iteration. In fact mature Outside In organizations will have undertaken two or perhaps three cycles of analysis to arrive at a completed understanding of customer needs.In - [Successful Customer Outcomes Posting Four](https://www.cxobsession.com/successful-customer-outcomes-posting-four/) - 5. And now we are ready to establish the real Successful Customer Outcome (SCO) as a set of statements of intent with SMART (Specific, Measurable, Attainable, Relevant and Time-bound) objectives. There is no room for management weasel words such as fast, efficient, effective, timely and the like. Here we get specific and develop metrics that - [Successful Customer Outcomes Posting Three](https://www.cxobsession.com/successful-customer-outcomes-posting-three/) - So you have the customer and their expectations understood. What about the process the customer thinks they are involved with?3. What Process does the Customer think they are involved with?Challenge yourself with this one. It isn’t the process we, as an organisation, think the customer is involved with. You need to look at this Outside - [Successful Customer Outcomes Posting Two](https://www.cxobsession.com/successful-customer-outcomes-posting-two/) - So how can we construct a Successful Customer Outcomes (SCO)?Download the flashcard at the end of this review.There are six questions we should ask ourselves, stakeholders and customers.At the most fundamental level:1. Who is the customer?Yes, as an organization, we have to make the choice. We can’t sit back and wait for customers to find - [Successful Customer Outcomes Posting One](https://www.cxobsession.com/successful-customer-outcomes-posting-one/) - At the height of the Industrial Age we didn’t have to do the right things, we just needed to do things. Commercial success resulted for many who were able to organize a business and produce goods. As the Industrial Age gave way in the 1960’s to the Information Age competition started increasing. It was no - [North Carolina in the Spring time :)](https://www.cxobsession.com/north-carolina-in-the-spring-time/) - Looking forward to a terrific week here in Cary, NC. These guys have it buttoned down when it comes to thinking of the customerhttp://www.successfulcustomeroutcomes.net - [Who is your Guide and Mentor?](https://www.cxobsession.com/who-is-your-guide-and-mentor/) - “If I have seen further it is by standing on the shoulders of Giants.” ― Isaac Newton,We should all have mentors. People who have taught us the fundamental values of life, its meaning and its ways. Of course many of us will look directly to our parents and siblings for they give us the very - [Advanced BPM and Customer Centricity (india and the rest of the world)](https://www.cxobsession.com/advanced-bpm-and-customer-centricity-india-and-the-rest-of-the-world/) - Just published from a recent interview in India:Steve Towers is a business process and customer satisfaction expert and the author of "Outside In - The Secret of the 21st Century Leading Companies". In India, he advises the Tata group, Wipro and other BPOs on ways to organise their processes and people better to deliver customer outcomes - [Recent Video Resources for BPM Professionals](https://www.cxobsession.com/recent-video-resources-for-bpm-professionals/) - Business Process Management - what is it? http://youtu.be/NO54KXxTp9I Moments of Truth - what are they? http://youtu.be/OT_2cqMtrUw Breakpoints and Business Rules? http://youtu.be/_8KSN_McWIg Successful Customer Outcomes (SCO's) http://youtu.be/u4keI_kmdxM Voice of Customer? http://youtu.be/bTbHrxi1Vq4 Latest CPP program – Levels 1-8 http://www.bpgroup.org/certification-by-city.html Linked In (Over 10,000 members now) BP Group overall 85,000Certified Process Professionals 25,000+ - [Business Process Management - an Overview](https://www.cxobsession.com/business-process-management-an-overview/) - I never cease to be amazed by the self-styled experts in Business Process Management (BPM) who want to tell me what we really meant.And depending on whether you are a vendor of software, a consultant or just somebody trying to get on with improving processes determines how you describe BPM. Back during the genesis we - [DEWA Keynote - Customer Centricity and the Public Sector](https://www.cxobsession.com/dewa-keynote-customer-centricity-and-the-public-sector/) - Customer Centricity, Outside In, Enterprise BPM. - [BPGroup Update Number 3 - 2013 Milestone | Conferences | Top Articles | Video Downloads | Annual Webinar Update](https://www.cxobsession.com/bpgroup-update-number-3-2013-milestone-conferences-top-articles-video-downloads-annual-webinar-update/) - 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, - [Can Government move Outside In?](https://www.cxobsession.com/can-government-move-outside-in/) - John Corr (BP Group President) and Steve Towers (BP Group CEO) recently visited the home of UK PM David Cameron (10 Downing St, London). Looking like two cats who got their milk we had an excellent session which hopefully will advance the cause of the UK citizen as the Gov evolves Outside In. - [World power is shifting - but where to?](https://www.cxobsession.com/world-power-is-shifting-but-where-to/) - We are all aware of the seismic shifts underway. The decline of the west and the (re)emergence of India and China. People in the west are fond of the idea that the Chindia is emerging, however before the industrial revolution the East was the major economic force on the planet. It is a re-emergence then, - [The customer can't be king at the expense of your business](https://www.cxobsession.com/the-customer-cant-be-king-at-the-expense-of-your-business-2/) - Goutam Das Last Updated: February 15, 2013 | 15:37 IST Tags: BPOs | Nokia | Nasscom india leadership forumSteve TowersSteve Towers is a business process and customer satisfaction expert and the author of "Outside In - The Secret of the 21st Century Leading Companies". In India, he advises the Tata group, Wipro and other BPOs on ways - [My Part in LinkedIn's 200 Million Member Milestone linkedin.com](https://www.cxobsession.com/my-part-in-linkedins-200-million-member-milestone-linkedin-com/) - Hurray! I have one of the top 1% most viewed @LinkedIn profiles for 2012. http://www.linkedin.com/pub/profile/0/408/547?trk=200li - [Process Outside In - vidblog](https://www.cxobsession.com/process-outside-in-vidblog/) - The BP Group compiles a bi monthly update of all things process which gets listed on the blog and syndicated all over. The latest can be Process Performance Update. However one of my close colleagues suggested I should produce the update as a travelog, where ever I am, whatever I am doing - just say - [Videos/new BPM apps/presentation downloads/conference updates](https://www.cxobsession.com/videosnew-bpm-appspresentation-downloadsconference-updates/) - In the Process/Performance basket this time we have Videos/new BPM apps/presentation downloads/conference updates Greetings from Mumbai My travels this last few weeks have included USA, UK, UAE and now India. The team are also hot footing around South Africa, Australia, Kuala Lumpur, Europe and the US through this month. Not only has it been the - [An Idiots guide to Outside In?](https://www.cxobsession.com/an-idiots-guide-to-outside-in/) - Back in 2010 when I was writing the book, Outside In (click here) we determined a couple of fundamentals as leaders of the Customer Process One Council: Outside-In is a philosophy and method of managing an organization by understanding and delivering Successful Customer Outcomes. Outside-In Process optimizes value-delivery to customers. By fusing customer-driven process with - [PEX Network European Awards](https://www.cxobsession.com/pex-network-european-awards/) - PEX 2013 in Florida. Participants enjoying the keynote.Entry Deadline has been extended until 22nd February! Review the Entry conditions for this top rated BP Group supported event - then download the winners entries from last months US PEX Awards!This is your opportunity for global industry-wide recognitionYou now have until Friday 22nd February 2013 to enter - [Apple service and sales really sucks.](https://www.cxobsession.com/apple-service-and-sales-really-sucks/) - Now don't get me wrong I have bought and enjoyed every apple device money can buy. Yes I have one of everything and have always loved the customer experience, whether online, in-store or over the phone - until this evening at millennial mall in Orlando. A busy store as you can see however that's not - [Who do you want your customers to become?](https://www.cxobsession.com/who-do-you-want-your-customers-to-become/) - According to MIT innovation expert and thought leader Michael Schrage, if you aren’t asking this question, your strategic marketing and innovation efforts will fail.In this latest HBR Single, Schrage provides a powerful new lens for getting more value out of innovation investment. He argues that asking customers to do something different doesn’t go far enough—serious - [Earth shattering trends](https://www.cxobsession.com/earth-shattering-trends/) - The latest trends about to impact your world Time for an app? from Rudy De Waele - [PEX Award winners 2013](https://www.cxobsession.com/pex-award-winners-2013/) - We have just wrapped up here in Orlando for another year. A major highlight of this years event was the Awards program, run as ever in incredible style by the PEX team and especially Amanda aka the Nanny. The BP Groups team wishes to thanks everyone who attended and Amandas colleagues at IQPC who make - [Great Outside In activity and quote from PEX Orlando](https://www.cxobsession.com/great-outside-in-activity-and-quote-from-pex-orlando/) - PEX Orlando 2013 is rolling forward in great style.Neat sessions this morning about leadership in process transformation. The panel included: Dellroy Birch, CIO, Fortegra Financial, Michelle Boutwell, SVP, IT Strategy and Planning, Citi, Sam Garfield, Vice President - Enterprise PMO, Discovery Communications, Laura Truax, Sr. Manager, Enterprise Excellence Lockheed Martin Systems and Training.What stood out - [It is the Annual Conference at PEX Orlando :)](https://www.cxobsession.com/it-is-the-annual-conference-at-pex-orlando/) - I will be joining this week several hundred other process professionals here in Orlando at the Hilton Bonnett Creek for the very latest networking and sharing of the best in Process transformation and Outside In. Three years ago I keynoted with this presentation which is still as relevant for all aspirant individuals and organizations seeking - [Lord Nelson and Successful Customer Outcomes (SCO)](https://www.cxobsession.com/lord-nelson-and-successful-customer-outcomes-sco/) - Horatio Nelson is one of the greatest heros in British history, an honor he earned by defeating Napoleon’s fleet in the 1805 Battle of Trafalgar. His victory at sea over the French fleet ultimately proved to be the start of the end of the Napoleon era, which finished with another famous battle at Waterloo in - [On banks, customer onboarding and Outside In](https://www.cxobsession.com/on-banks-customer-onboarding-and-outside-in/) - Companies of different shapes and sizes face similar seismic challenges to their existing operations. Banks are a prime example of this need to shift towards Outside In thinking and practice. In the current demanding environment, banks need to win new customers and seek – and realize – recurring revenues from new and existing customers.Winning new - [North America Certified Process Professional program](https://www.cxobsession.com/north-america-certified-process-professional-program/) - North America (NAM) - The Certified Process Professional The Certified Process Professional North America (NAM) South America (SAM) Europe (EUR) Middle East and North Africa (MENA) South East Asia (SEA) Australia and New Zealand (ANZ) Africa (AFR) India (IND) BP Group PartnersOrlando Jan 24-25Toronto Feb 18-19San Jose Apr 8-9Atlanta Apr 15-16Boston Apr 22-23Toronto Apr 29-30BP GROUP CPP PROFESSIONALOrlando Jan 28-Feb 1Toronto Feb 20-22San - [The 800-CEO-READ Bestsellers of 2012](https://www.cxobsession.com/the-800-ceo-read-bestsellers-of-2012/) - December 31, 2012 The 800-CEO-READ Bestsellers of 2012Filed under: Bestsellers — 800-CEO-READ @ 11:41 am We move a whole lot of business books around the world from our humble offices here in Milwaukee, Wisconsin. Each and every month, we compile our sales numbers and release a bestseller list to recognize the books that are heading - [Certified Process Professional - 30 cities - limited seats - book Now!](https://www.cxobsession.com/certified-process-professional-30-cities-limited-seats-book-now/) - Are you gearing up for 2013? Considering professional qualification to underpin your experience? Already on that journey and want to progress to the next level? Here is the first draft of the BP Groups 2013 program with Early Bird offers for those quick bookers. See you soon :) Download sample Brochure Practitioner Professional Master Adv. - [Customers and Outside In](https://www.cxobsession.com/customers-and-outside-in/) - Warming up for the PEX annual conference in Florida in a few weeks :) It really is the BEST conference in North America and we'll be reviewing the content shortly (see http://bit.ly/QMDwfN for a Preview) - [New Zealand CPP Champions](https://www.cxobsession.com/new-zealand-cpp-champions/) - Sevem more BP Group Certified Process Professionals graduated this week in Auckland, New Zealand. Congratulations to one and all!See the upcoming CPP Master & Champions sessions in Dubai, London, Orlando and Denver at http://www.bpgroup.org/cpp-mastersreg-championsreg.html - [Global Process Awards - deadline approaches](https://www.cxobsession.com/global-process-awards-deadline-approaches/) - If you have a process/performance story to tell here is the opportunity. The BP Group regard this as the currently best forum for sharing the stories of your projects, the learnings, the "I wouldn't do this if I was starting over again" insights. In 2012 I was privileged to watch the success of the US Navy - [Certified Process Professional® Update – October 2012](https://www.cxobsession.com/certified-process-professional-update-october-2012/) - iPad3’s / Advanced coaching / Videos /Articles/DownloadsWelcome to this bite sized update** BP Group CPP Advanced Master® & Champion® **New sessions for wannabe Advanced Masters and ChampionsYou can now pre register interest for upcoming classes. If you are already a Certified Process Professional review the upcoming Advanced/Champion sessions in New Zealand, UK, USA, South Africa - [And the winners of the ipad3's are...](https://www.cxobsession.com/and-the-winners-of-the-ipad3s-are/) - Through July and August 309 people qualified as BP Group Certified Process Professionals®. All successful participants have been entered into a draw for an iPad3 to celibrate the BP Groups 20th Anniversary (www.bpgroup.org)... and below are the results from the draw that took place in London on October 1st.From October through December 31st all events - [10 winners of an iPad3 for the BP Group 20th birthday](https://www.cxobsession.com/10-winners-of-an-ipad3-for-the-bp-group-20th-birthday/) - Participants at the BP Groups August and September Certified Process Professional® programmes will join the draw on Monday 1st October (noon at our London offices) for ten iPad 3's.One per class from classes in Helsinki, London, Johannesburg, New Delhi, Abu Dhabi, Dubai, Bahrain, Singapore Shangai and Bangalore. The results will be published here next week.If - [Who inspires your thinking?](https://www.cxobsession.com/who-inspires-your-thinking/) - An interesting thought.... People passionate about process realize that everything is process. Even the way we think is a process. One of my inspirations is a guy called Richard Bandler (co founder of NLP). I caught this recent radio interview in the UK recently (13 mins long) that really captures the essence of thinking differently - [Was 2009 the year BPM really died?](https://www.cxobsession.com/was-2009-the-year-bpm-really-died/) - Thomas OlbrichCo-founder and Managing Director at taraneon Process TestLSaarbrücken Area, GermanyDownsizing, cost cutting, re-aligning to new realities, survival, new business models … 2009 has offered so many challenges to which process owners might have provided not only answers but solutions. And on the whole they have failed: Failed in that we’re still spending an unacceptable - [BP GROUP SOAPBOX 3: Do We Need another Process Methodology?](https://www.cxobsession.com/bp-group-soapbox-3-do-we-need-another-process-methodology/) - BP GROUP SOAPBOX 3: Do We Need another Process Methodology?The Soapbox series is designed to be provactive and let people air their views in a mutually respectful place. You may not agree, and all the better for it, so explain your perspective and share your commitment to transforming the planet! - [BP GROUP SOAPBOX 2: Six Sigma caused the global recession.](https://www.cxobsession.com/bp-group-soapbox-2-six-sigma-caused-the-global-recession/) - In a slight digression we have unearthed some very emotive discussions. Has the agenda really shifted this much? BP GROUP SOAPBOX 2: Six Sigma caused the global recession. The Soapbox series is designed to be provactive and let people air their views in a mutually respectful place. You may not agree, and all the better - [BPGroup Soapbox - Process is an Effect](https://www.cxobsession.com/bpgroup-soapbox-process-is-an-effect/) - In a slight digression we have unearthed some very emotive discussions. Has the agenda really shifted this much? BP GROUP SOAPBOX 1: Process is an Effect The Soapbox series is designed to be provactive and let people air their views in a mutually respectful place. You may not agree, and all the better for it, - [Advanced BPM - Case Studies for download](https://www.cxobsession.com/advanced-bpm-case-studies-for-download/) - The following casestudies from Toyota and Virgin Mobile tell the unfolding story of a quest for Outside-In. Download the PDF's > Toyota http://bit.ly/1IymL < > Virgin Mobile http://bit.ly/EkImH - [Business Performance, Scorecards, Strategy Maps and so on...](https://www.cxobsession.com/business-performance-scorecards-strategy-maps-and-so-on/) - Architecture World2009 Business Performance from Steve Towers - [Business Process and Complexity from Raju Oak](https://www.cxobsession.com/business-process-and-complexity-from-raju-oak/) - An insightful and often times amusing presentation steers us through the stormy waters of complexity. (beware the cannibals)http://www.towersassociates.com/download/BPG_KleinwortBenson-RajuOak.pdf - [Organisational Behavioral Aspects of BPM Implementation.](https://www.cxobsession.com/organisational-behavioral-aspects-of-bpm-implementation/) - In 2008 Pieter Jongstra (Enterprise Architect) shared some of the secrets of SNS Bank Organisational Behavioral Aspects of BPM Implementation. Great insight to help with the whole issue of BPM and change management. SNS is no different from any other large organisation coping with the 21st century – for instance this is the Business Operating - [Virgins Crown Jewels - Outside In success](https://www.cxobsession.com/virgins-crown-jewels-outside-in-success/) - The empitomy of the Outside In company Virgin sweep the competitors aside with their proactive approach to customer service.Enjoy the management presentation: - [BP Group 20th Birthday - Bridging the Business IT Divide](https://www.cxobsession.com/bp-group-20th-birthday-bridging-the-business-it-divide/) - Yesterday we posted BPM and Scorecards......Today we cover the Challange of bridging the IT Business divide. In a few weeks time the BP Group will be twenty years old. As part of the celebration we are publishing an article a day – all are evergreen and provide an insight as valuable today as when they - [Process Excellence and Business Process Management](https://www.cxobsession.com/process-excellence-and-business-process-management/) - Continuing the theme of evergreen articles: Business Process Management 3 Succeeding With Bpm Nov07 from Steve Towers - [BPM and the Balanced Scorecard](https://www.cxobsession.com/bpm-and-the-balanced-scorecard/) - Yesterday we posted wrt Skill and competences within BPM (see http://bit.ly/BPMskillsets) Today, the third in our series celebrating the run up to our 20th anniversary we cover the challange of Balanced Scorecards and BPM :) In a few weeks time the BP Group will be twenty years old. As part of the celebration we are - [BP Group 20th Birthday - Evergreen Articles](https://www.cxobsession.com/bp-group-20th-birthday-evergreen-articles/) - In a few weeks time the BP Group will be twenty years old. As part of the celebration we are publishing an article a day – all are evergreen and provide an insight as valuable today as when they were originally published. As we move towards September 19th we will bring the story up to date - [Outside In from Forrester Research](https://www.cxobsession.com/outside-in-from-forrester-research/) - OUTSIDE IN is the new book from by Forrester Research analysts Harley Manning and Kerry Bodine.http://bit.ly/OutsideInForresterIf you can get passed the normal consultancy hyperbole and Americanisms this book promises to provide some interesting information in furthering the cause of Outside In. Naturally take with a pinch of salt the offers for speeches and presentations from - [John Zachman at Architect World 2012](https://www.cxobsession.com/john-zachman-at-architect-world-2012/) - Great conference, fantastic people. 27 Countries recieved 25 Awards in the Architect Worlds 7th Annual Conference in Bangalore.iCMG hosted the event which has become a truly international festival of achievement. You can review the full proceedings at http://www.icmgworld.com/corp/ArchitectureAwards/2012/architecture_awards.aspHere's a few snaps of yours truly ;-)John Zachman is an inspriation to all John Zachman receives his Hall - [Looking at the world Outside-In](https://www.cxobsession.com/looking-at-the-world-outside-in/) - Outside-In wins the Triple Crown.The headline claim of advanced process management approaches such as ‘Outside-In’ is winning the triple crown. What do we mean by that?Triple Crown is the ability to simultaneously reduce costs, improve service and grow revenues as a direct consequence of implementing advanced process management. Outside-In shifts attention from ‘doing things right’ - [Three part webinar OUTSIDE-IN, Discovery, Understanding and Implementation](https://www.cxobsession.com/three-part-webinar-outside-in-discovery-understanding-and-implementation/) - This next few weeks sees a rush towards Outside In with several books in the pipeline from academics, researchers and practitioners. Both Forrester and Gartner join the fray next month following existing publications from Wharton, Harvard and Sloan Business schools. Not to mention of course our very own Outside In – The Secret (published in - [Overview of Certified Process Professional programme](https://www.cxobsession.com/overview-of-certified-process-professional-programme/) - BP Group certified process professional overviewView more videos from Steve Towers. - [In praise of the Customer focused organization (and the best at what they do!)](https://www.cxobsession.com/in-praise-of-the-customer-focused-organization-and-the-best-at-what-they-do/) - When is a good business model a really good business model?When (perhaps) … the customers keep coming back for more (76 million per year)?[i]… you are consistently outperforming you industry rivals (record breaking profits in Q1 2012)[ii]?… the shareholder value is growing year on year?[iii]… you consistently drive out costs and grow revenues?[iv… receive positive - [Outside-In at Apple strikes a chord](https://www.cxobsession.com/outside-in-at-apple-strikes-a-chord/) - BP Group CPP Master® Arun Kumar (with noted technology innovators Gieom in India) comments: Just saw the Apple Worldwide Developer Conference....and I am overwhelmed by iOS6 features on a phone. They have tied up with the likes of BMW, Honda, Jaguar, Audi to have a SIRI button in the next 12 months in their cars - [What is your personal Successful Outcome?](https://www.cxobsession.com/what-is-your-personal-successful-outcome/) - The recently completed Cape Town CPP Masters was a great success. Of the 12 new CPP Masters Charles Lewis shared the following tale (thanks Charles pictured on the left)One day a fisherman was lying on a beautiful beach, with his fishing pole propped up in the sand and his solitary line cast out into the - [What business are you in?](https://www.cxobsession.com/what-business-are-you-in/) - Going the extra mile.. what business are you really in? Not what you do...Do you define yourself by what you do?.... perhaps view the world by what you deliver.. that's the business you just might be in :-) - [Six Sigma on Steroids - Keynote from PEX](https://www.cxobsession.com/six-sigma-on-steroids-keynote-from-pex/) - Steve Towers with six sigma on steroids View more presentations from Steve Towers - [Coming to somewhere near you: 20 Cities on every continent through June, July and August 2012.](https://www.cxobsession.com/coming-to-somewhere-near-you-20-cities-on-every-continent-through-june-july-and-august-2012/) - In May 2012 we passed the 20,000 accredited Certified Process ProfessionalsRsince 2006. Limited offers in the month of June: http://www.bpgroup.org/certification-by-city.htmlAn internationally recognized program with proven track record of success - being run for 260 times in 84 cities with attendees from 95 countries, the program is developed based on the branded BP Group CEMMethodTMwhich aims to - [Busy at BPM Towers - new coaches, new CPP Masters, new new ;-)](https://www.cxobsession.com/busy-at-bpm-towers-new-coaches-new-cpp-masters-new-new/) - It sure is busy here at BPM Towers. In the last month we qualified two new BPGroup Licensed Coaches, Mark Johnston (UK based) and Alexandre Nevski (Swiss based). Another, Ian Singleton (UK Public sector), is close to completing the requirements and will no doubt jump in the deep end, just as Alex is doing this - [The difference between Inside-out and Outside-In thinking - part 2](https://www.cxobsession.com/the-difference-between-inside-out-and-outside-in-thinking-part-2/) - Economics of the 18th century won’t help now. Growing revenues through client acquisition and increasing product complexity can no longer sustain growth.PromiscuousCustomers have become promiscuous and see little to encourage them to stay with one vendor rather than another. In fact many customer relationships are so poor customers actively seek and acquire alternatives.Customer churn is - [The difference between Inside-out and Outside-In thinking.](https://www.cxobsession.com/the-difference-between-inside-out-and-outside-in-thinking/) - A couple of weeks ago we started our look at the difference between Inside-out and Outside-In thinking.If we scoot to the bottom of the table.... and let's start with the review of changes to customersIndustrial/Information Age Customer Age People Silo's Multi functional Specialist Multi skilled Isolated Relationships Awards - Time served Awards - Value Created - [BPM and Process Excellence is changing the world](https://www.cxobsession.com/bpm-and-process-excellence-is-changing-the-world/) - Join the growing number of monthly readers following Steve Towers and his BPM column on the PEX network, BPM Leader and the BP Group – 8,600 strong now and growing.Steve has consistently received great reviews by his clients and readers and it seems people are telling their colleagues to check these columns out. Steve is - [The Bezos mandate - is it still working?](https://www.cxobsession.com/the-bezos-mandate-is-it-still-working/) - Back in the day (well 2002 to be precise) Jeff Bezos rallied Amazon with the following directive:1) All teams will henceforth expose their data and functionality through service interfaces.2) Teams must communicate with each other through these interfaces.3) There will be no other form of interprocess communication allowed: no direct linking, no direct reads of - [CPP Masters in UAE](https://www.cxobsession.com/cpp-masters-in-uae/) - The April program provided the latest batch of new Certified Process Professional Masters in Dubai.Since 2007 more than 600 CPP Masters have progressed through CPP Levels 1-5. Some of the latest to qualify can be reviewed at www.oibpm.comThe latest courses for 2012-13 are now available at http://www.bpgroup.org/certification-by-city.html - [The Focus has shifted from Inside-Out to Outside-In](https://www.cxobsession.com/the-focus-has-shifted-from-inside-out-to-outside-in/) - I am frequently asked to summarise the difference between the inside-out industrial/information age mindset, and that of Outside-In (think Apple, Google, Zara, Zappos, Emirates etc.) thinking and practice. So here to answer that request (and from a section in my upcoming new book) is the overview. Over the following weeks we will delve into each - [Motivation and the 21st century difference](https://www.cxobsession.com/motivation-and-the-21st-century-difference/) - More on the shift to Outside-In described very effectively by Dan Pink discussing how inside-out motivational ideas (carrot and stick) have ceased to work. Watch and then ask yourself the question - how does my company motivate me? - [Moments of Truth and dumb assed hotels](https://www.cxobsession.com/moments-of-truth-and-dumb-assed-hotels/) - Watch this entertaining expose of everthing wrong with international hotels frequented by fellow Road Warriors. Of course I am sure your business isn't as half as dumb as some like the hotel trade? Or is it?(let's acknowldge a great spot by Samir Asaf CPP Master) - [ɯoʇʇoq oʇ doʇ puɐ ʇɥƃıɹ oʇ ʇɟǝl ʇou sı plɹoʍ ǝɥʇ](https://www.cxobsession.com/ɯoʇʇoq-oʇ-doʇ-puɐ-ʇɥƃiɹ-oʇ-ʇɟǝl-ʇou-si-plɹoʍ-ǝɥʇ-2/) - There is a saying that the map is not the territory. And yet so many treat their representation of the world as fact and reality. When you draw a process and agree with others that is how it looks just because you may all agree doesn't make it real. It is just a collective hallucination. - [What is your personal SCO?](https://www.cxobsession.com/what-is-your-personal-sco/) - Your Online Brand and why you should care View more PowerPoint from aimee maree - [Great illustraton of Outside-In thinking and practice.](https://www.cxobsession.com/great-illustraton-of-outside-in-thinking-and-practice/) - Jeff Bezos provides his viewpoint.. ."I would hope people would say that Amazon is earth's most customer-centric company, and that we work backwards from customers. Many companies sort of look at what their skills are and they work forward from their skills. They say this is what we're good at, and this is what we'll - [Process Excellence in Africa - keynote presentation](https://www.cxobsession.com/process-excellence-in-africa-keynote-presentation/) - The second global Process Excellence conference completed this week in Cape Town, South Africa. The IQPC team are noted for their organisation and excellent speaker profiles and this event was a great example of the very latest thinking, in depth technical reviews and guidance for Process people throughout Africa. Highly recommended for any conference the - [Reduce Costs - Improve Revenue - Enhance Service simultaneously](https://www.cxobsession.com/reduce-costs-improve-revenue-enhance-service-simultaneously/) - From the PEX Network event in Florida, January 2012. Ten minutes :) - [You have the Power to change the world (and that aint no cliche)](https://www.cxobsession.com/you-have-the-power-to-change-the-world-and-that-aint-no-cliche/) - Helping people to see the possibilities and getting them there isn't a part time task. In our training, coaching and consultancy we encourage Certified Process Professionals and CPP Masters to relate this message of transformation in a constructive practical way. It is what makes the difference when you are doing it in your organisations for real. - [](https://www.cxobsession.com/429/) - The PEX Network hosted a great event in Florida last month (review very soon). I was asked to comment on some of the latest process evolution, especially in relation to moving Outside-In and the Customer Experience.Here is that ten minute interview - see more on this theme at www.bpgroup.org and www.pexnetwork.com - [Getting the attention you deserve (it is a process about process)](https://www.cxobsession.com/getting-the-attention-you-deserve-it-is-a-process-about-process/) - How to Build Your Personal Brand on LinkedInBuild Your Personal Brand on LinkedIn by Dan Schawbel5 LinkedIn tips on effective personal branding by Dan SchawbelLinkedIn Strategies for Personal Branding by Debra WheatmanUse Your LinkedIn Profile as a Resume by Alison DoyleCreating a Presence w/ LinkedIn Groups by Efesa OrigboThe 10 LinkedIn™ Strategic Steps to Success - [Looking Outside-In](https://www.cxobsession.com/looking-outside-in/) - The BP Group is 20 years old in September. Over the last two decades people who have participated in our training and consultancy and have captured some of my comments. There are over 200, many clearly inspired by my heroes 'giants' in business and life. The list here are the ones most often referred back - [How can you sell process to everyone?](https://www.cxobsession.com/how-can-you-sell-process-to-everyone/) - A terrific introduction to process featured at the PEX US 2012 process conference. Check this video out and point your colleagues to its use. It will make the job of demonstrating the value of process much easier. Thanks to Diana at the PEX network. - [](https://www.cxobsession.com/433/) - This week a large part of the BP Group team and leaders are in Florida for the annual PEX conference. There is still time to register: www.pexweek.com and also sign-up for theCertifed Process Professional Levels 1 and 2 program!This is the place to network, learn and explore all that is process from the leading organizations, - [New www.bpgroup. org features FIVE Outside-In Blogs](https://www.cxobsession.com/new-www-bpgroup-org-features-five-outside-in-blogs/) - The BPGroups new website now features five blogs from leading thinkers and CPP Masters in the field of Enterprise BPM & Outside-In. To visit the blogs: click http://www.bpgroup.org/blogs.html and review the drop down menu -enjoy!Successful Customer OutcomesSteve Towers - 160 articles on the theme of Outside-InBP Communitythe original BPM community - Events, Resources, community & - [Customer Expectations in this coming year](https://www.cxobsession.com/customer-expectations-in-this-coming-year/) - 12 CRUCIAL CONSUMER TRENDS FOR 2012 View more documents from trendwatching.com - [Recommended Upcoming Conferences for the 2012 diary](https://www.cxobsession.com/recommended-upcoming-conferences-for-the-2012-diary/) - BPGROUP CONFERENCE IN ASSOCIATION WITH IQPC – PEX 2012 USALake Buena Vista, Florida, USA - January 16-19, 2012: http://bit.ly/PEX2012 PROCESS EXCELLENCE WEEK – PEX 2012 SOUTH AFRICAAchieving the 'Triple Crown' – increasing revenue, improving the customer experience and reducing costsCape Town, South Africa – February 20-24, 2012: http://bit.ly/SouthAfricaProcessExcellence CUSTOMER CENTRICITY AND PROCESS ORIENTATION with Marcus - [Time Management with less than 365 days to go to Armageddon](https://www.cxobsession.com/time-management-with-less-than-365-days-to-go-to-armageddon/) - ...or that is what the Mayan's say. The big day is 21 December 2012. Whether we experience the apocalypse, or it is just another dull day before Christmas? remains to be seen. Meanwhile we had better make use of the time in hand ;-)With that in mind I have turned my attention to a genius - [BPMC Research Newsletter 12/2011 - from Finland and Janne Ohtonen](https://www.cxobsession.com/bpmc-research-newsletter-122011-from-finland-and-janne-ohtonen/) - Hi and Merry Christmas!I just wanted to let you know that my research plan has advanced and now I am moving forward to collecting empirical data. The idea is to use Design Science to build and evaluate a BPMC artifact. It will be tool, which helps organizations to evaluate their capabilities for doing business process - [The Magic of Outside-In - evolving business for 21c.](https://www.cxobsession.com/the-magic-of-outside-in-evolving-business-for-21c/) - Keynote from Marcus Evans event in South Africa during November 2011. Latest case studies, next steps and sharing the tricks behind the magic. Steve Towers process and productivity excellence _joburg_2011View more presentations from Steve Towers. - [Work is changing... are you?](https://www.cxobsession.com/work-is-changing-are-you/) - Consider the changes and their impact on how we do what we do. Is your organisation segregated into functional specialisms (ala the Scottish pin factory) or has it embraced the challenges of the 21st century and realigned Outside-In and put the customer at the centre of everything you do? If you are still wandering WHY - [Gaining Customer Insight](https://www.cxobsession.com/gaining-customer-insight/) - (Whether they are the primary customer who pays your salary or the one in the department next door!)Identify the Issue/Opportunity and determine the Process to Review. Decide who is the Customer.Understand the Customers current expectations.Clarify the customers view of what is a successful outcome.Identify what it is the process currently does that impacts customer success - [Successful Customer Outcomes & Process Excellence](https://www.cxobsession.com/successful-customer-outcomes-process-excellence/) - Creating Successful Customer Outcomes (SCO's) must begin with the understanding that process is a means to an end, not an end of itself. I do not want a doctor, a medical or a diagnosis. What I need is to get well.We also should avoid another trap. That is capturing requirements on the solution rather than - [The Future of Business Process Part 2: Outside-In, Lean Six Sigma, BPM and all that....](https://www.cxobsession.com/the-future-of-business-process-part-2-outside-in-lean-six-sigma-bpm-and-all-that/) - Tweet“Not everything old is bad and antiquated and not everything new is shiny and good. The real secret to success is to combine the best of both.” Rene Carayol (left), Senior Executive & Former Board Member for Pepsi, Marks & Spencer, IPC Media & The Inland RevenueThe world's leading companies have come to realize that - [Outside-In is a business imperative](https://www.cxobsession.com/outside-in-is-a-business-imperative/) - What are the challenges of succeeding in business in the 21stcentury? Ask leading companies and you would come up with the same list: Competition is fierce and global. Customers have become rebellious.Customers are promiscuous Customers have expectations like never before. Customers demand choice, comprehensive information and the best price. Customer know more about your service and product than you - [Are you in the shadow of a Scottish Pin Factory?](https://www.cxobsession.com/are-you-in-the-shadow-of-a-scottish-pin-factory/) - What is this?Yes it is YOUR organization chart.It is also a legacy from the Industrial Revolution and notably Adam Smith's book "The Wealth of Nations" (1776). Are you organizing yourself like a Scottish pin factory or more realistically for the second decade of the 21st century?Someone who takes a sideways swipe at the 'sub division - [The future of Business Process. What is your take?](https://www.cxobsession.com/the-future-of-business-process-what-is-your-take/) - Forrester and Gartner, those behemoths of Business Research, are battling for the mindspace associated with that question at the moment.Forrester leader Connie Moore has just posted the current trends, based on latest research with "10 major thought leaders at large global organizations" and include the following seven points:A major strategic alignment between business process transformation - [A New Order of Things - Outside-In - Six steps to Success](https://www.cxobsession.com/a-new-order-of-things-outside-in-six-steps-to-success/) - There is no easy way to introduce a new order of things however there are some principles that can be followed based on this type of mind shift.1, Objective and immediate.The results we achieve with Outside-In are significant and substantive e.g. Triple Crown*. Accordingly any effort should first of all identify the clear tangible benefits.2. - [Links to Enterprise BPM and Process Transformation resources](https://www.cxobsession.com/links-to-enterprise-bpm-and-process-transformation-resources/) - Where do you go for uptodate and relevant resources for Enterprise BPM and Outside-In?Here's a collection utilised by Certified Process Professionals with an acletic mix of tools, techniques, downloads, videos and links to key people in the world of process and customer transformation.If you have an additional link do let us know. 1 BP Group - [Public Services and Enterprise BPM aka Outside-In](https://www.cxobsession.com/public-services-and-enterprise-bpm-aka-outside-in/) - In many countries, the phrase public service is considered something of an anachronism. At all levels of government and government led services, customers perceive that overall they get a raw deal when compared to the levels of service they now regularly expect from privately held organizations. In this article we will explore how Customer Age - [Everything is Process](https://www.cxobsession.com/everything-is-process/) - There is only this. Everything is process. There isn’t anything that isn’t a process. All processes exist to contribute to the achievement of a Successful Customer Outcome (SCO). If a process does not explicitly contribute to the achievement of the SCO, then it is potentially dumb stuff and should be eradicated. - [Who has the responsibility to drive Business Process Improvement in your company?](https://www.cxobsession.com/who-has-the-responsibility-to-drive-business-process-improvement-in-your-company/) - BPGroup poll reveals the major shifts underway in decision making as organisations transform towards Outside-In and Customer centricity. - [Outside-In - The Secret keynote from Bangalore](https://www.cxobsession.com/outside-in-the-secret-keynote-from-bangalore/) - Keynote address delivered in Bangalore at the 6th Annual Enterprise & IT Architecture conference hosted by iCMG. Updated and revised for the 5th edition of the book "Outside-In - The Secret"Outside in The Secret_Architects_World_keynote_2011 View more presentations from stowers - [If Outside-In aka Customer Centricity is so Obvious...](https://www.cxobsession.com/if-outside-in-aka-customer-centricity-is-so-obvious/) - Outside-In is clearly the way for the worlds top companies (see David Mottersheads blog at http://www.outsideinconsulting.com.au/outside-in-blog.html) and reflecting on the commentary by Hank Barnes in "Customer Experience Challenges: Why Maintaining an Outside-in Approach is Tougher than it Seems"the answer as to why the masses don't get it is probably very simply the herd instinct.For instance - [Process Excellence & BPM State of the Industry - Steve Towers Keynote](https://www.cxobsession.com/process-excellence-bpm-state-of-the-industry-steve-towers-keynote/) - Process Excellence & BPM State of the Industry Keynote View more presentations from stowers - [Great illustraton of Outside-In thinking and practice. Jeff Bezos provides his viewpoint..](https://www.cxobsession.com/great-illustraton-of-outside-in-thinking-and-practice-jeff-bezos-provides-his-viewpoint-2/) - "I would hope people would say that Amazon is earth's most customer-centric company, and that we work backwards from customers. Many companies sort of look at what their skills are and they work forward from their skills. They say this is what we're good at, and this is what we'll do. It's a very different - [Back to the Future... 1996 are you listening?](https://www.cxobsession.com/back-to-the-future-1996-are-you-listening/) - Online Newsletter (http://www.itstime.com/oct96.htm) October, 1996 - Re-engineering - Middle Managers are the Key Asset By Steve Towers, used with permission (Thanks, Steve!)Tips for Success as a Middle Manager There are a number of individual and organizational actions that lead to proven success: Move away from day-to-day operations - these belong in the front-line. Think like - [Part 4 of 4: There are four distinctly Outside-In ways that you can rethink process and in doing so achieve Triple Crown benefits - Rethinking the Business you are In](https://www.cxobsession.com/part-4-of-4-there-are-four-distinctly-outside-in-ways-that-you-can-rethink-process-and-in-doing-so-achieve-triple-crown-benefits-rethinking-the-business-you-are-in/) - The previous three articles in this four part theme we reviewed Part 3: 'Reframing process for an Outside-In world', Part 1: 'Understand and applying Process diagnostics' and the Part 2: 'Successful Customer Outcome' map. We now move our attention to the fourth way we can rethink process foreverRethinking the Business you are in. In the Southwest airlines - [Part 3 of 4: There are four distinctly Outside-In ways that you can rethink process and in doing so achieve Triple Crown benefits.](https://www.cxobsession.com/part-3-of-4-there-are-four-distinctly-outside-in-ways-that-you-can-rethink-process-and-in-doing-so-achieve-triple-crown-benefits-3/) - In the first two articles in this four part theme we reviewed 'Understand and applying Process diagnostics' and the 'Successful Customer Outcome' map. We now move our attention to the third way we can rethink process foreverReframing process for an Outside-In worldA fundamental principle of Outside-In is the understanding of where your process starts and - [Outside-In and its potential with Steve Towers](https://www.cxobsession.com/outside-in-and-its-potential-with-steve-towers/) - [Part 2 of 4: There are four distinctly Outside-In ways that you can rethink process and in doing so achieve Triple Crown benefits.](https://www.cxobsession.com/part-2-of-4-there-are-four-distinctly-outside-in-ways-that-you-can-rethink-process-and-in-doing-so-achieve-triple-crown-benefits-2/) - In the first article in this four part theme we reviewed 'Understand and applying Process diagnostics'. We now move our attention to the second way we can rethink process forever - Identify and aligning to Successful Customer Outcomes“Businesses can be very sloppy about deciding which customers to seek out and acquire” Frederick F. ReichheldThe six - [Part 1 of 4: There are four distinctly Outside-In ways that you can rethink process and in doing so achieve Triple Crown benefits.](https://www.cxobsession.com/part-1-of-4-there-are-four-distinctly-outside-in-ways-that-you-can-rethink-process-and-in-doing-so-achieve-triple-crown-benefits-2/) - I explore these more thoroughly in the new book however for now let's take them in bite sized chunks.• Understand and applying Process diagnostics• Identify and aligning to Successful Customer Outcomes• Reframe where the process starts and ends• Rethink the business you are inLet's start with...1. Understand and applying Process diagnostics:(These will be familiar to - [Global leading companies compete head to head in London in April](https://www.cxobsession.com/global-leading-companies-compete-head-to-head-in-london-in-april/) - What do these 30 companies have in common?They are all shortlisted finalists for this years Annual Process Excellence Awards. The team of judges has evaluated more than 200 submissions to produce the finalists who will now compete head to head at the BPGroup and Process Excellence 18th Annual Conference in London during April - http://bit.ly/BPG18_UK - [Apple v.Amazon - Two Outside-In behemoths slug it out](https://www.cxobsession.com/apple-v-amazon-two-outside-in-behemoths-slug-it-out/) - Both organisations are VERY successful and represent the embodiment of Outside-In:Steve Jobs "the Customer Experience is the process", andJeff Bezos "..rather than ask what are we good at and what else we can do with that skill, you ask who are our customers? What do they really need? And then you say we're going to - [Outside-In Sales – by James Dodkins](https://www.cxobsession.com/outside-in-sales-by-james-dodkins/) - Moving Outside-In effects every aspect of how an organisation manages itself. This is especially true at the ‘point of sale’ where we as customers interact with companies selling us product or service. This article explores the shift in perspective and how organisations and sales teams can rethink their role.The Game is changing, are you?There has - [Are you in control of your processes (or is someone else?)](https://www.cxobsession.com/are-you-in-control-of-your-processes-or-is-someone-else/) - We are considering these questions:Are your processes reactive or proactive? Do you exercise control through process, or is the process managing you? What role does the customer play in your processes – passive onlooker or active participant? Do you have a plan for maturing your processes in order to significantly reduce costs, enhance service and - [Recommended Conferences and Annual Awards for Process Success](https://www.cxobsession.com/recommended-conferences-and-annual-awards-for-process-success/) - PROFIT THRU PROCESS and BPGroup 18th ANNUAL CONFERENCE London, UK - April: http://bit.ly/BPG18_UKStockholm, Sweden - June: http://bit.ly/BPG18_Nordic Sydney, Australia, June: http://bit.ly/BPG18_AustraliaENTERPRISE ARCHITECTURE & BPM WORLDBangalore, India, July: http://bit.ly/BPG_18_India I will have the pleasure of sitting on the judging panels for each event and naturally we want to encourage you to share your stories of Process change, - [](https://www.cxobsession.com/467/) - The Secret of the 21st century leading companiesThe title of the book[i] last year suggested that the ‘secret’ was a relentless focus on Outside-In thinking and practice. Let’s dig deeper and understand the essence of Outside-In, in other words let’s unfold what makes the secret so profound, practical and accessible by anyone who wishes to - [Are you a Process Performance Outside-In Outlier?](https://www.cxobsession.com/are-you-a-process-performance-outside-in-outlier/) - [The Road to Hell is Paved with good intentions](https://www.cxobsession.com/the-road-to-hell-is-paved-with-good-intentions-2/) - This series of commentary is addressing the challenges faced by Certified Process Professionals® as they progress their organisations Outside-In. We start with what is now a classic denial strategy and will progress over the coming weeks to review TEN (sometimes deliberate) misconceptions that seek to stop you on your journey to Successful Customer Outcomes. 'The - [CPP Master® Series FREE webinars and resources](https://www.cxobsession.com/cpp-master-series-free-webinars-and-resources/) - BP Group updates and *NEW* WEBINAR series with CPP Master® Martina Beck-Friis** FREE WEBINAR SERIES STARTS THIS WEEK**The CEMMethod® WEBINAR with Martina Beck-Friis - http://bit.ly/CEMMOverview** Top DISCUSSION **When you're in a support department like IT, Finance, or HR who is your end customer, the rest of the organisation or customers outside...(Hussein Patel)- http://linkd.in/at8hcB Welcome to - [Advancing Outside-In - The worlds FIRST Outside-In Conference](https://www.cxobsession.com/advancing-outside-in-the-worlds-first-outside-in-conference/) - BP Group BPM ConferenceView more presentations from theadley. - [Advancing Outside-In update, resources and links](https://www.cxobsession.com/advancing-outside-in-update-resources-and-links/) - MAJOR MILESTONE ACHIEVED 5,400 members on BP Group Linked-InBPGroup (est 1992. 43,000+ members | LinkedIn est. Oct 2008.)Reflecting the growth and interest in all things processThe BP Group are Sponsors of the Business Process Professional® pathway - http://www.businessprocessprofessional.comNews | Events | Coaching & Certification | Discussions | Conferences | BPGroup Personnel |** News & Events**The - [Dedicated BPGroup discussions - apply via the links!](https://www.cxobsession.com/dedicated-bpgroup-discussions-apply-via-the-links/) - ******************************************************************************** Certified Process Practitioner® - for those qualified to CPP Level 1 http://www.linkedin.com/groups?mostPopular=&gid=2929539 Certified Process Professional® - for those qualified to CPP Level 3 http://www.linkedin.com/groups?mostPopular=&gid=2515784 Certified Process Master® - for those qualified to CPP Level 5 http://www.linkedin.com/groups?mostPopular=&gid=2741121 ******************************************************************************** ******************************************************************************** EA Connections - interested in Enterprise Architecture & BPM? http://www.linkedin.com/groups?mostPopular=&gid=3180325 Outside-In Process - Advanced & Enterprise - [Certified Process Professional® November-January - Six cities to Mastery](https://www.cxobsession.com/certified-process-professional-november-january-six-cities-to-mastery/) - The global programme grows capabilities from Certified Process Practitioner® through to Certified Process Master® - review the series at http://www.bp2010.com - [The quest for the Triple Crown – Four ways to transform process for success forever](https://www.cxobsession.com/the-quest-for-the-triple-crown-four-ways-to-transform-process-for-success-forever/) - The quest for the Triple Crown – Four ways to transform process for success foreverThere’s been much discussion about the Successful Customer Outcome across several LinkedIn threads recently (see http://linkd.in/DanielaProcess, http://linkd.in/ProcessDick, http://linkd.in/ProcessGeoff, and http://linkd.in/ProcessNic) however that isn’t the only way to move processes Outside-In. In fact there are FOUR tried, tested and proven approaches to - [Best Buy is a poster boy of Outside-In, Are they done yet?](https://www.cxobsession.com/best-buy-is-a-poster-boy-of-outside-in-are-they-done-yet/) - Although Best Buy gets its fair share of customer complaints online, it responds to them in a different way due to its Outside-In philosophy. Take Twelpforce. This system lets Best Buy employees see and respond to Best Buy-related issues that Twitter uses express, and over 2,500 people are taking part. The Twelpforce system brings together - [Sources of Information for Advanced BPM aka Outside-In](https://www.cxobsession.com/sources-of-information-for-advanced-bpm-aka-outside-in/) - If you wish to read and listen more on these themes the following references are useful. Join the community discussing these issues, challenges and opportunities. Community and social networking Networking http://bit.ly/I0tvw Customer Capitalization – Roger Martin, Dean of Faculty, Rottman Business School Article HBReview, Feb 2010 Don’t give customers what they think they wantSteve Towers - [Outside-In overview Interview - Key issues, challenges, opportunities and case studies](https://www.cxobsession.com/outside-in-overview-interview-key-issues-challenges-opportunities-and-case-studies/) - [Outside-In monthly newsletter - September reaps a big harvest](https://www.cxobsession.com/outside-in-monthly-newsletter-september-reaps-a-big-harvest/) - The monthly newsletter "Outside-In" contains 4 Videos, 3 Webinars, 2 Sundowners, 1 Whitepaper plus new articles, links, resources and nice pictures of people from around the world becoming Certified Process Masters :-) http://www.towersassociates.com/Process_Performance_September_2010.htmlAnd do not forget the groundswell towards the 18th Annual Conference also: http://www.bpm-summit.comAll the Very Best, hopefully catch-up with you soonSteve - [The convergence of BPM and EA - Keynote from Architect World 2010](https://www.cxobsession.com/the-convergence-of-bpm-and-ea-keynote-from-architect-world-2010/) - Ew10 KeynoteView more presentations from stowers. - [The convergence of BPM, Enterprise Architecture and Customer alignment](https://www.cxobsession.com/the-convergence-of-bpm-enterprise-architecture-and-customer-alignment/) - If you are new to this debate you might want to join EA Connections, chaired by Steve Melville who penned the following words....Your value proposition sets expectations with potential customers. The more compelling your value proposition, the larger the pool of potentially interested customers and the fewer competitors that can match it. So, the goal - [Part 4 of 4: There are four distinctly Outside-In ways that you can rethink process and in doing so achieve Triple Crown benefits.](https://www.cxobsession.com/part-4-of-4-there-are-four-distinctly-outside-in-ways-that-you-can-rethink-process-and-in-doing-so-achieve-triple-crown-benefits/) - The previous three articles in this four part theme we reviewed 'Understand and applying Process diagnostics', the 'Successful Customer Outcome' and 'Reframing Process for an Outside-In world'. Now finally we move our attention to the fourth way we can rethink process forever.Rethinking the Business you are in. In the Southwest airlines example reviewed earlier we - [Leaning to Outside-In..](https://www.cxobsession.com/leaning-to-outside-in/) - “Not everything old is bad and antiquated and not everything new is shiny and good. The real secret to success is to combine the best of both.” Rene Carayol, Senior Executive & Former Board Member for Pepsi, Marks & Spencer, IPC Media & The Inland Revenue The world's leading companies have come to realize that - [Part 3 of 4: There are four distinctly Outside-In ways that you can rethink process and in doing so achieve Triple Crown benefits.](https://www.cxobsession.com/part-3-of-4-there-are-four-distinctly-outside-in-ways-that-you-can-rethink-process-and-in-doing-so-achieve-triple-crown-benefits-4/) - In the first two articles in this four part theme we reviewed 'Understand and applying Process diagnostics' and the 'Successful Customer Outcome' map. We now move our attention to the third way we can rethink process foreverReframing process for an Outside-In worldA fundamental principle of Outside-In is the understanding of where your process starts and - [Part 2 of 4: There are four distinctly Outside-In ways that you can rethink process and in doing so achieve Triple Crown benefits.](https://www.cxobsession.com/part-2-of-4-there-are-four-distinctly-outside-in-ways-that-you-can-rethink-process-and-in-doing-so-achieve-triple-crown-benefits-3/) - In the first article in this four part theme we reviewed 'Understand and applying Process diagnostics'. We now move our attention to the second way we can rethink process forever - Identify and aligning to Successful Customer Outcomes“Businesses can be very sloppy about deciding which customers to seek out and acquire” Frederick F. ReichheldThe six - [Evolving Support for Outside-In](https://www.cxobsession.com/evolving-support-for-outside-in/) - Ranjay Gulati presents a great case for moving Outside-In. His website http://ranjaygulati.com/rg/ provides access to several very useful and tested resources for those tasked with helping their organizations break out of their inside-out straightjackets. Here's a preview video:Highly recommended. Join us on LinkedIn www.linkedin.com/groups?mostPopular=&gid=1062077Visit additional resources www.oibpm.comBecome a Certified Process Professional www.certifiedprocessprofessional.com - [Part 1 of 4: There are four distinctly Outside-In ways that you can rethink process and in doing so achieve Triple Crown benefits.](https://www.cxobsession.com/part-1-of-4-there-are-four-distinctly-outside-in-ways-that-you-can-rethink-process-and-in-doing-so-achieve-triple-crown-benefits-3/) - I explore these more thoroughly in the new book however for now let's take them in bite sized chunks.• Understand and applying Process diagnostics• Identify and aligning to Successful Customer Outcomes• Reframe where the process starts and ends• Rethink the business you are inLet's start with...1. Understand and applying Process diagnostics:(These will be familiar to - [Hypothesis: BPM Really Needs EA (start with the customer)](https://www.cxobsession.com/hypothesis-bpm-really-needs-ea-start-with-the-customer/) - Courtesy of Steve Melville, EA Connections Manager...At first blush, this statement might seem absurd. Many of you may already be reflecting on BPM projects where you managed to achieve perfectly fine results without the help of Enterprise Architecture (if an EA group even existed in those organizations).Ah... the early days of BPM introduction, when low - [Customer Orientation: The Overlooked Driver of Sustained BPM Success](https://www.cxobsession.com/customer-orientation-the-overlooked-driver-of-sustained-bpm-success/) - Many companies have eagerly embraced the principles of Business Process Management (BPM) over the past decade. However, in hindsight, it is clear that results are not quite as positive as they first appeared. Recent studies suggest that the BPM success rate (i.e., the frequency with which BPM initiatives achieve, sustain, and continuously improve on performance - [OutsideIn 101. The Webinar Part 1 on June 17.](https://www.cxobsession.com/outsidein-101-the-webinar-part-1-on-june-17/) - https://www2.gotomeeting.com/register/567910794 - [Advanced/Enterprise BPM aka Outside-In](https://www.cxobsession.com/advancedenterprise-bpm-aka-outside-in/) - Thought we should post this before it dissolves into the data quagmire that Linked-In is:What is Outside-In?1. Outside-In is a philosophy and method of managing an organisation by understanding and delivering Successful Customer Outcomes. 2. Outside-In Process optimizes value-delivery to customers. By fusing customer-driven process with customer-centric strategies, O-I creates successful customer outcomes (SCOs) – - [How do you start the journey to Advanced BPM/Outside-In?](https://www.cxobsession.com/how-do-you-start-the-journey-to-advanced-bpmoutside-in/) - If I scan the fifteen or so new OI initiatives in large corporations I have worked closely with (in the last three years) I would say 80% of that work is through what you can think of is a 1-2-3 project cycle. 1. Start where you are - deploy, for instance the CEMMethod 21 techniques, - [Outside-In is a business imperative](https://www.cxobsession.com/outside-in-is-a-business-imperative-2/) - What are the challenges of succeeding in business in the 21st century? Ask major companies and you would come up with the same list: > Competition is fierce and global. > Customers have become rebellious. > Customers have expectations like never before. > Customers demand choice, comprehensive information and the best price. Former IBM boss - [Do you use bad language?](https://www.cxobsession.com/do-you-use-bad-language/) - Sometimes when we talk with colleagues, family and friends we create an unintended negative impact. I am sure you don't use bad language consciously (not swear words of course) however the way we use words and intonation often creates this undesired negative effect.The BP Group CPP Professionals and CPP Masters out there will know the - [Part 4 of 4: There are four distinctly Outside-In ways that you can rethink process and in doing so achieve Triple Crown benefits.](https://www.cxobsession.com/part-4-of-4-there-are-four-distinctly-outside-in-ways-that-you-can-rethink-process-and-in-doing-so-achieve-triple-crown-benefits-2/) - The previous three articles in this four part theme we reviewed 'Understand and applying Process diagnostics' , the 'Successful Customer Outcome' and 'Reframing Process for an Outside-In world'. Now finally we move our attention to the fourth way we can rethink process forever.Rethinking the Business you are in. In the Southwest airlines example reviewed earlier - [Part 3 of 4: There are four distinctly Outside-In ways that you can rethink process and in doing so achieve Triple Crown benefits.](https://www.cxobsession.com/part-3-of-4-there-are-four-distinctly-outside-in-ways-that-you-can-rethink-process-and-in-doing-so-achieve-triple-crown-benefits-5/) - In the first two articles in this four part theme we reviewed 'Understand and applying Process diagnostics' and the 'Successful Customer Outcome' map. We now move our attention to the third way we can rethink process foreverReframing process for an Outside-In worldA fundamental principle of Outside-In is the understanding of where your process starts and - [Part 2 of 4: There are four distinctly Outside-In ways that you can rethink process and in doing so achieve Triple Crown benefits.](https://www.cxobsession.com/part-2-of-4-there-are-four-distinctly-outside-in-ways-that-you-can-rethink-process-and-in-doing-so-achieve-triple-crown-benefits-4/) - In the first article in this four part theme we reviewed 'Understand and applying Process diagnostics'. We now move our attention to the second way we can rethink process forever - Identify and aligning to Successful Customer Outcomes“Businesses can be very sloppy about deciding which customers to seek out and acquire” Frederick F. ReichheldThe six - [Part 1 of 4: There are four distinctly Outside-In ways that you can rethink process and in doing so achieve Triple Crown benefits.](https://www.cxobsession.com/part-1-of-4-there-are-four-distinctly-outside-in-ways-that-you-can-rethink-process-and-in-doing-so-achieve-triple-crown-benefits-4/) - I explore these more thoroughly in the new book however for now let's take them in bite sized chunks.• Understand and applying Process diagnostics• Identify and aligning to Successful Customer Outcomes• Reframe where the process starts and ends• Rethink the business you are inLet's start with...1. Understand and applying Process diagnostics:(These will be familiar to - [Is BPM trending Outside-In?](https://www.cxobsession.com/is-bpm-trending-outside-in/) - Through 2009 we ran a survey, for a large part in conjunction with LinkedIn. Thank you to all the contributors especially so the BP Group (www.bpgroup.org) membership.More than 260 people took the time to respond and produced the following result. A selection of supporting comments and authors reveals a startling trend as business process management - ["The Successful Customer Outcome (SCO) - how, when and where"](https://www.cxobsession.com/the-successful-customer-outcome-sco-how-when-and-where/) - Space is limited. Reserve your Webinar seat now at: https://www2.gotomeeting.com/register/909507898 - [Outside-In wins the Triple Crown](https://www.cxobsession.com/outside-in-wins-the-triple-crown-2/) - The headline claim of advanced process management approaches such as ‘Outside-In’ is winning the triple crown. What do we mean by that?Triple Crown is the ability to simultaneously reduce costs, improve service and grow revenues as a direct consequence of implementing advanced process management. Outside-In shifts attention from ‘doing things right’ to ‘doing the right - [Outside-In. A definition?](https://www.cxobsession.com/outside-in-a-definition-2/) - "Outside In is a way to focus anorganisation on doing one thing,achieving one goal and doing it right.By focusing the organisation on this one goal,the unnecessary complexity of all other thingsthat do not contribute to this goal can be eliminated.Outside Inners know that customers are the keyto achieving this goal."Steve Towers & David MottersheadSome organisations - [](https://www.cxobsession.com/503/) - New Academic articles with the theme Outside-In http://bit.ly/cZ3QsN and http://bit.ly/9mSOuc (thanks to Patrick Geiger and Mark Barnett) - [Global Business Processes: the means to succeed in the 21st century.](https://www.cxobsession.com/global-business-processes-the-means-to-succeed-in-the-21st-century-2/) - What is a global process and what business benefit does it provide? Companies with a worldwide presence face many challenges such as globalization, regional trading agreements and the uncertainty of the economic markets. These challenges require a coordinated approach which maximizes the benefits of a world-wide presence and at the same time provide a local - [Process Simulation | BPM | Customers - mutually exclusive?](https://www.cxobsession.com/process-simulation-bpm-customers-mutually-exclusive/) - Interesting discussion thread this week on the BP Group LinkedIn is certainly provoking a debate - see http://bit.ly/4Er8N6 for the latest.The debate was sparked by Mark Barnett (SVP Process Bank of America) who delivered an eye opening presentation at the Lean Six Sigma and Process Improvement summit in Florida in Janaury 2010. A key contributor - [](https://www.cxobsession.com/506/) - What are your 3 favorite business books of all time? http://bit.ly/9rYUYD - [Outside-In. The Secret of the 21st century leading companies.](https://www.cxobsession.com/outside-in-the-secret-of-the-21st-century-leading-companies/) - Outside In The Secret Of The Leading 21st Century Companies ShowView more presentations from stowers. - [Leaning to Outside-In](https://www.cxobsession.com/leaning-to-outside-in-2/) - Can Lean evolve to embrace fully Outside-In principles? Thoughts, observations and commentary - here's the mini article with additional links http://bit.ly/a9oNHu - [Five Principles for Outside-In (aka Advanced BPM)](https://www.cxobsession.com/five-principles-for-outside-in-aka-advanced-bpm/) - What are the guiding principles of moving your company to Outside-In thinking and practice?Well with ten years of implementation under the belts of leading companies the top five looks something like this..1. Be Customer centric in everything you think and do.Outside-In is about the Customer. It is about people. it is about you and me.2. - [BPM is going Outside-In - podcast](https://www.cxobsession.com/bpm-is-going-outside-in-podcast/) - A new 15 minute overview of the challenge of Outside-In. Interview by the facilitators of the Lean Six Sigma conference in Orlando during January. http://bit.ly/6fzUkrStill a few places left at what the BP Group endorse as a 5 Star 'excellent' event. There will be several BP Group presenters and workshops so if you have a - [What Price Complexity?](https://www.cxobsession.com/what-price-complexity-2/) - Complexity is insidiously expensive.When production and service cycles take forever, and costs are high, chances are that most of your processes are mired in complexity. Since Victorian times, companies have felt compelled to offer consumers whatever they want, creating a myriad of choice with goods and services each having their own process and production lines.In - [Outside-In BPM - the year closes on a high](https://www.cxobsession.com/outside-in-bpm-the-year-closes-on-a-high/) - BPM Newsletter closes a very successful 2009 - http://bit.ly/6ZGBNs - What is your elavator pitch? Podcast & conference news - Florida :-) - [A New Order of Things - Outside-In](https://www.cxobsession.com/a-new-order-of-things-outside-in/) - There is no easy way to introduce a new order of things however there are some principles that can be followed based on this type of mind shift.1, Objective and immediate.The results we achieve with Outside-In are significant and substantive e.g. Triple Crown*. Accordingly any effort should first of all identify the clear tangible benefits.2. - [Don't give customers what they think they want](https://www.cxobsession.com/dont-give-customers-what-they-think-they-want/) - It is pretty much accepted wisdom these days that companies should be customer focused. It is however unfortunate that most companies go the wrong way about this by asking their customers what they want. Customers describe their requirements in terms of products and services and then when the company builds and delivers they are not - [A very old question, a very new Answer](https://www.cxobsession.com/a-very-old-question-a-very-new-answer/) - At a recent senior executive seminar we were discussing the theme of Successful Customer Outcomes (SCO) and one question which cut to the quick deserves more after thought. Picture a dark, dingy Victorian meeting room in central London, the sleet slapping against the windows and it is late on a October afternoon.The bright spot? A - [Introduction to Outside-In (Dick Lee)](https://www.cxobsession.com/introduction-to-outside-in-dick-lee/) - Presented in Chicago at the5th Annual Process Excellence Week for the Service & Transactional World - [Outside-In. The Change Imperative](https://www.cxobsession.com/outside-in-the-change-imperative/) - By Dick LeePrincipal, High-Yield MethodsSteve TowersFounder, Vice President, BP GroupWant to watch change in progress? Just look at the turnaround in buyer-seller relations in industrialized nations. Business is having a “Galileo moment.” After assuming for decades customers revolve around companies, guess what? Business is learning its world is round, and companies revolve around customers–at least - [Pleasing Customers all the time?](https://www.cxobsession.com/pleasing-customers-all-the-time/) - This is a follow-up to 'How to really annoy Americans'. You can join the extensive discussion to the original article at http://bit.ly/DdCLWLet's turn our attention instead to making people happy and for that we need a candidate organisation who know precisely how to create and manage call centres and the resulting activities. This is also - [Outside-In Process: The New Path to Customer-Centricity](https://www.cxobsession.com/outside-in-process-the-new-path-to-customer-centricity/) - By Dick Lee, High-Yield MethodsPeter Drucker famously opined that the greatest risk to organizations was neither doing the right work wrong nor doing the wrong work but not seeing or reacting to profound change occurring around us. Today, we're in such a period of transformational change, with a powerful confluence of forces driving up the - [How to please all your customers all the time](https://www.cxobsession.com/how-to-please-all-your-customers-all-the-time/) - This is a follow-up to 'How to really annoy Americans'. You can join the extensive discussion to the original article at http://bit.ly/DdCLWLet's turn our attention instead to making people happy and for that we need a candidate organisation who know precisely how to create and manage call centres and the resulting activities. This is also - [Where in BPM is the Customer?](https://www.cxobsession.com/where-in-bpm-is-the-customer/) - This is something scribed three years ago just after the launch of the book 'Customer Expectation Management - Success without Exception'. Has anything changed? Well yes and no - however you be the judge.The application of Business Process Management (BPM) is known to have multiple benefits that produce a hard return on investment (ROI). Automation, - [How to really Annoy American Customers](https://www.cxobsession.com/how-to-really-annoy-american-customers/) - This is based on the research from ARG (Charleston)..To really annoy your customers have them talk to a telephone operator in India. The numbers from ARG reveal an uncomfortable truth:"43% of Americans told us they can't understand what a person from India is saying" and .. "21% get downright angry" Also "95% say they are - [Process & Organisation Maturity - ORCA](https://www.cxobsession.com/process-organisation-maturity-orca/) - Within the CEMMethod(tm) we talk extensively of Organisation Maturity. The Organisation Readiness and Competence Assessment (ORCA) is designed to help with that endeavour. Now in its 5th year it has been extensively deployed by organisations seeking answers to the three questions:1. Where are we now?2. Where do we want to get to?3. How big is - [Process Improvement - the tip of the iceberg](https://www.cxobsession.com/process-improvement-the-tip-of-the-iceberg/) - Most process improvement techniques focus on only a small portion of the improvement potential in every process… the tip of the iceberg if you will. How big is the opportunity resting out of our sight, hidden below the waterline of current practices?Recent research by the BP Group suggests that 70 to 90 percent of the - [Complexity is the Result of lack of alignment to customer success PART TWO](https://www.cxobsession.com/complexity-is-the-result-of-lack-of-alignment-to-customer-success-part-two/) - The debate rages over at the BP Group Linkedin zone... see http://bit.ly/LBhwq - [Eliminating the Causes of Work](https://www.cxobsession.com/eliminating-the-causes-of-work/) - Fixing effects is a lot like shuffling the chairs on the deck of the Titanic. Lots of work gets done and things look different but the original problem still remains.Fixing effects increases the complexity of our work and the technology we us to support it. It’s a vicious cycle many of us are stuck in. - [Complexity is the result of lack of alignment to customer success (Part 1 of 4)](https://www.cxobsession.com/complexity-is-the-result-of-lack-of-alignment-to-customer-success-part-1-of-4/) - There is no excuse for complexity. It is a consequence of muddled thinking and a lack of understanding of the true goal of the organisation, which is creating Successful Customer Outcomes.Complexity has developed as organisations have added new routes to market, new ways of delivering service, new enterprise IT systems and a myriad of improvement - [Latest Includes: You can't manage what you can't measure (or can you?)](https://www.cxobsession.com/latest-includes-you-cant-manage-what-you-cant-measure-or-can-you/) - The weekly update on the BP Group LinkedIn has some interesting perspectives:Group Metrics:Members: 2,356 (up 370 from last month)Discussions: 220 (Each Month)Subgroups: 4******************************************************************************Articles/Discussions underway this week - more than 224 underway!Dick Lee - You can't manage what you can't measure (or can you?)http://bit.ly/1JhU53Steve Towers - BP GROUP SOAPBOX 2: Six Sigma caused the Financial crashhttp://bit.ly/5DZ21Thomas - [North American Airlines customer satisfaction falls to a 4-year low](https://www.cxobsession.com/north-american-airlines-customer-satisfaction-falls-to-a-4-year-low/) - J D Powers latest survey (issued June 30, 2009) ranks the Customer Experience of 13 Airlines.An indicator of the trend to 'Outside-In' business models is the performance of companies delivering consumer oriented products and services (B2C) and no less so than the airline sector.The survey, which queried nearly 13,000 travelers, measured airlines in seven categories: - [Fundamentally flawed thinking (for the 21C) is why companies like British Airways and the Detroit car industry are going bust.](https://www.cxobsession.com/fundamentally-flawed-thinking-for-the-21c-is-why-companies-like-british-airways-and-the-detroit-car-industry-are-going-bust/) - This example tells you much about the demise of many - see http://bit.ly/drVHa - with the quote from CIO Update "A process is a process is a process, whether it is the manufacturing floor or airline passenger check-in. And what worked for manufacturing in Detroit years ago is also working for British Airways."(as a matter - [Architecture World 2009](https://www.cxobsession.com/architecture-world-2009/) - iCMG Architecture World conference is focused on IT architecture as a specialty. The key focus areas include understanding of EAF(Enterprise Architecture Frameworks), Model Driven Architecture (MDA), Component based product line, Service-oriented Architecture (SOA), Business Process Management (BPM), ITSM etc. which are key for the End-User Companies for reducing IT costs, ensuring system longevity and enhancing - [4th Wave BPM - Outside-in - does it win?](https://www.cxobsession.com/4th-wave-bpm-outside-in-does-it-win/) - The article about American Airlines late arrival and subsequent conversion to Outside-In BPM raised many questions, not least is how 'others' are doing. What about those established BPM companies and their standing? Hence this piece of research which compares brand value with business model maturity.The more mature the business model the more it is outside-in - [Fundamentally flawed thinking (for the 21C) is why companies like British Airways and the Detroit car industry are going bust.](https://www.cxobsession.com/fundamentally-flawed-thinking-for-the-21c-is-why-companies-like-british-airways-and-the-detroit-car-industry-are-going-bust-2/) - I have lifted this from the BP Group Linked-In as it seems very appropriate in terms of Successful Customer Outcomes. This example tells you much about the demise of many - see http://bit.ly/drVHa - with the quote from CIO Update "A process is a process is a process, whether it is the manufacturing floor or - [BPM Weekly Update from the BP Group](https://www.cxobsession.com/bpm-weekly-update-from-the-bp-group/) - BPGroup weekly LinkedIn update (152 discussions, 1815 LI Members)Video keynote from Gartner conference - http://bit.ly/gW4zi What are the top Outsider-Inners doing - http://bit.ly/R4RiA Top Discussion - http://bit.ly/O7WUH Are “Bolt-On” BPM Systems Running Out of Market Space? http://bit.ly/VT4Je The Best Way to pitch BPM (summary) - http://bit.ly/JfWkl and.... FIVE Webinars in progress - http://bit.ly/kG4WI Business Process - [Learn more about business process management - and get certified!](https://www.cxobsession.com/learn-more-about-business-process-management-and-get-certified/) - If you're like most other professionals, the economic downturn has you looking critically at business processes. Want to learn more about that?In mid-June we are conducting the Business Process Professional course – via the BP Groups Certified Process Professional programme.Developed over ten years and with more than 7,000 Certified Professionals since 2005 it features the - [BPM Quick Presentation links](https://www.cxobsession.com/bpm-quick-presentation-links/) - For those looking for an handy quicklink to downloads and slides - here you go!The Summer Webinar series will create several more and update these - details at www.bpgroup.orgBPM CEM method http://bit.ly/xxiEMHere is the website with some additional background http://www.cemmethod.comBPM 1 developing the Skillhttp://tinyurl.com/c553nj– see update in webinar on July 14BPM 2 bridging the gaphttp://tinyurl.com/csvvv2Quite - [Alan Trefler – The wonderful Wizard of Oz? - Gartner, San Diego](https://www.cxobsession.com/alan-trefler-the-wonderful-wizard-of-oz-gartner-san-diego/) - At the recent annual Gartner BPM conference in San Diego, diehard BPM veteran Alan Trefler of Pegasystems (founder and CEO) gave his keynote presentation. Trefler began by reminding the audience that in today’s turbulent economy we are all “not in Kansas anymore” and may just need some fancy slippers to find our way back home - [Emerging Business Models](https://www.cxobsession.com/emerging-business-models/) - Seven minute video introduces this theme.. http://www.youtube.com/watch?v=shY9SshsukQwe cover more on this subject (with latest case studies) and certification at www.bp2009.com - [The truth is out there and it is called the Customer](https://www.cxobsession.com/the-truth-is-out-there-and-it-is-called-the-customer/) - http://bit.ly/3Z75Hi - 2 Minutes read and food for thought (thanks to Johnson and Johnson) - [BPG Process Professionals Newsletter - May 2009](https://www.cxobsession.com/bpg-process-professionals-newsletter-may-2009/) - New downloads, articles, webinars availability, research and updates.Here's the link to the newsletter: http://bit.ly/12Lcop All the Best, Steve, Chair - BP Group - [Why ERP is (potentially) really dumb](https://www.cxobsession.com/why-erp-is-potentially-really-dumb/) - There that's done it ;-)Here's part of a discussion underway at http://bit.ly/h6dMr and I will start my 'call to arms' with a quote from Stephane Haelterman, SAP BPM & SAP Business Workflow consulting:"Looking to ERP ;-)Most of complexity is often resulting from poor understanding of the system capabilities, poor integration and poor consulting. An ERP - [What do you think Business Process Management is?](https://www.cxobsession.com/what-do-you-think-business-process-management-is/) - Part of the BP Group 2009 Annual Survey - ( http://bit.ly/17OGIy )Over at LinkedIn there's been a vibrant discussion (with more than 67 comments) which forms part of the inout to this years annual survey - go see at http://bit.ly/2m9AgA - [FREE SCO Toolkit](https://www.cxobsession.com/free-sco-toolkit/) - The BPGroup (established in 1992) is a not for profit business club representing a community of more than 30,000 individuals sharing information in business process management.This week we passed 1600 LinkedIn members. In just 6 months membership has blossomed to include the widest possible range of interests and people. With over 200 discrete discussions the - [Oh for goodness sake now its Twibes!](https://www.cxobsession.com/oh-for-goodness-sake-now-its-twibes/) - Look I am not complaining. I have been banging this drum called BPM for 17 years (yes I am a grandad) and now look what happens. Last month it's the BPM Nexus and now today it is BPM Twibes. The link is below for the masochists who want more information overload - it's too late - [Is BPM doomed like its predecessor BPR?](https://www.cxobsession.com/is-bpm-doomed-like-its-predecessor-bpr/) - Once again BPM is coming under fire as inter factional fighting threatens to destroy what Research and Markets describes as a $32 bn industry by 2012. This time it is the proliferation of the initiatives purporting to be the real BPM leaving the corporate decision makes confused and dismayed.BPM continues to decline as a search - [BPM and Complexity](https://www.cxobsession.com/bpm-and-complexity/) - Due to popular demand here is the slideshow discussing complexity and how we can eradicate itBusiness Processes and ComplexityView more presentations from stowers. - [BPM Webinar Invite, New record for Discussions, New downloads](https://www.cxobsession.com/bpm-webinar-invite-new-record-for-discussions-new-downloads/) - Kick start the BPM week Upcoming Webinar – BPM and Operational Intelligence http://bit.ly/Vfj9W Project Management Certificates compared http://bit.ly/3OecHt (66 views this week)Top Discussion (this week) – Process Savings Potential http://bit.ly/T0jQZ Latest Article – Gartner says 20% Y1 is doable (shock) http://bit.ly/sJl Next CPP Program – Next Week – Sydney http://bit.ly/8taeN Latest Presentation – Building a - [Top 5 Business Tools in Twitter](https://www.cxobsession.com/top-5-business-tools-in-twitter/) - Here is the list I use for getting the very best out of Twitter.Bill Gates talked about business at the speed of light.. Twitter has made that Warp Factor 9.Review my favorites and let me know of your own!Towers_Associates_TopTwiiterTools - [Where is the Customer in your BPM initiative?](https://www.cxobsession.com/where-is-the-customer-in-your-bpm-initiative/) - The application of Business Process Management (BPM) is known to have multiple benefits that produce a hard return on investment (ROI). Automation, quality, compliance, management, and optimization of activities represented by business processes are the areas most often cited in this regard. . .. {more} - [Why do some companies get so flummaxed?](https://www.cxobsession.com/why-do-some-companies-get-so-flummaxed/) - [Choosing the Right Systems Provider](https://www.cxobsession.com/choosing-the-right-systems-provider/) - In response to a question on LinkedIn I blew the dust of this slideshow on selecting suppliers - enjoy!Choosing The Right SupplierView more presentations from stowers. (tags: supplier selection) - [Zen and the Art of Process Management](https://www.cxobsession.com/zen-and-the-art-of-process-management/) - In PartOne of this three part article we reviewed the factors driving transformational change and how the old ‘inside-out’ approach to business is about as useful as a steam engine in getting to the moon. In Part two we’ll look at how some of the world leading trend setter companies are embracing the new outside-in - [Gartners Magic Quadrant wears thin?](https://www.cxobsession.com/gartners-magic-quadrant-wears-thin/) - Quite a debate has broken out in reaction to the latest release/retraction then rerelease of the annual Gartners BPM Systems Magic Quadrant. Join the discussion at http://bit.ly/LWcPK. Here's an extract from Theo Priestley...The end of Gartner's reign in my opinion.I had a sneak preview at the latest MQ report from Gartner from a friend in - [Business Transformation - Are you onboard?](https://www.cxobsession.com/business-transformation-are-you-onboard/) - The world of business is undergoing dramatic change. Driven by a number of factors organizations are needing to realign themselves to adapt and evolve. This transformation is global and reaches into every business sector impacting how companies create, deliver and sustain their products and services. {more} - [Emirates to optimize critical Moment of Truth](https://www.cxobsession.com/emirates-to-optimize-critical-moment-of-truth/) - By 2011, according to the International Air Traffic Association (IATA) there will be 4.75 billion airline passengers a year. In other words that’s the equivalent of 3 out of every 4 people on the planet taking a flight in one year, and everyone of those trips involves an average of 1.6 bags per person – - [Gulf States Embrace Certified Process Professional training](https://www.cxobsession.com/gulf-states-embrace-certified-process-professional-training/) - The Middle East has enthusiastically embraced the presence of BP Group partner on the ground, Dr. Fahad Altwaijry and EBTRAC (altwaijry@bpgroup.org) and there are several projects underway with consultancy and training around Advanced BPM and the Customer Expectation Management Method. Here's a report.. {more} - [Don't give the Customer what they think they want](https://www.cxobsession.com/dont-give-the-customer-what-they-think-they-want/) - It is pretty much accepted wisdom these days that companies should be customer focused. It is however unfortunate that most companies go the wrong way about this by asking their customers what they want. Customers describe their requirements in terms of products and services and then when the company builds and delivers they are not - [The Evolution of Business Process Management (updated)](https://www.cxobsession.com/the-evolution-of-business-process-management-updated/) - A theme of recent global conferences has been the mix of different approaches to improving business performance. This quest for business performance improvement as measured by reducing costs, improving revenues and enhanced service (also known as ‘the triple crown’) is a worldwide phenomena brought on by increasing competition, greater customer promiscuity, chaotic business cycles and - [The Causes of Work](https://www.cxobsession.com/the-causes-of-work/) - Every Customer Interaction is a Moment of Truth (MOT). Whether it’s person to person, person to system, system to person, system to system or person to product they are all Causes of Work.That work in dealing with MOT’s creates internal handoffs, these are Breakpoints. Places where things can and do go wrong and we see - [Let's talk Successsful Customer Outcomes (SCO) then...](https://www.cxobsession.com/lets-talk-successsful-customer-outcomes-sco-then/) - How do Disney weave their magic?The recent article 'The World of Magic' resulted in a series of questions around ‘what is the SCO?¨. Well as it is so often said it isn’t rocket science. In fact it has to be one of the simplest concepts available in business today – and yet so often missed. - [Successful Customer Outcomes (SCO's) and the world of magic](https://www.cxobsession.com/successful-customer-outcomes-scos-and-the-world-of-magic/) - For many of us talking and acting the SCO way has become second nature.That means if you are eating and breathing the alignment of your processes towards SCO’s then progressively the original focus begins to shift and in fact we refine and sharpen our ability both to meet and subsequently exceed customer expectations. That’s precisely - [Building the BPM Balanced Scorecard](https://www.cxobsession.com/building-the-bpm-balanced-scorecard/) - This conference in Arlington, VA reviewed the most upto date thinking and practice with BPM, Scorecards and Strategy Maps. Features a FedEx mini casestudy. 4 Building The BPM Balanced ScorecardView more presentations from stowers. (tags: schurter norton) - [Put on Your Running Shoes - the launch of the Nipple?](https://www.cxobsession.com/put-on-your-running-shoes-the-launch-of-the-nipple/) - Achieving Successful Customer Outcomes (SCO’s) is not just an internal exercise. Powerful SCO’s may be created through partnerships with otherwise completely different industries. Look at your services and products through the customers eyes and powerful market winning solutions emerge. Such is the tie up between Nike and Apple recently. A combination of products - the - [Developing the BPM Skillset](https://www.cxobsession.com/developing-the-bpm-skillset/) - From two years ago however just as relevant1 Developing The BPM SkillsetView more presentations from stowers. (tags: coo process) - [How low flying airlines can reach a new service altitude](https://www.cxobsession.com/how-low-flying-airlines-can-reach-a-new-service-altitude/) - Reach a New Service AltitudeIn recent times I have talked about Successful Customer Outcomes (SCOs), those things that we should seek out on behalf of our customers to ensure we deliver and exceed their expectations. If we align our organizations to SCOs (rather than industrial age silos) we become slicker, more agile, and indeed more - [The Importance Of Professional Certification](https://www.cxobsession.com/the-importance-of-professional-certification/) - by Anand Subramanian at The New World of Work blog:"Certification has found its way into almost every industry for a reason: It helps advance the profession."From Anands article:"A person’s achievement of Professional Certification documents his / her expertise and recognizes his / her personal commitment to their professional development. Additionally, the respective Professional Association / - [Mastering the SCO Mindset - Part 2](https://www.cxobsession.com/mastering-the-sco-mindset-part-2/) - The second generation of "Mastering the SCO Mindset" share many things in common with those mentioned in our first article. They are all believers in their cause, they know how to communicate those beliefs in such a way as to inspire others and they are great leaders. The difference is that the second generation did - [Mastering the SCO Mindset](https://www.cxobsession.com/mastering-the-sco-mindset/) - Our earlier articles around Successful Customer Outcomes and Next Practice talked about the importance of understanding what customers want, aligning the organization to these objectives, and delivering consistently. Here we want to concentrate on another element, one that is at least as important because it is one of the key enablers for making the changes - [Three Steps to Heaven](https://www.cxobsession.com/three-steps-to-heaven/) - Successful Customer Outcomes - Three Steps to Heaven? Take the Lift Just the other day I was standing in the lobby of a hotel waiting for the elavator to arrive. I had plenty of thinking time while I waited, and I was reminded of a great recent example of customer-focused innovation. I don't know whether - [New Answers to Old Questions](https://www.cxobsession.com/new-answers-to-old-questions/) - In the first article in this mini-series I talked about how the most successful organizations of the moment are using new thinking to take the lead in their industries. In this second article I want to look at how other organizations can start to make the changes they need to keep up. One of the - [Successful Customer Outcomes - New Thinking for a New Age](https://www.cxobsession.com/successful-customer-outcomes-new-thinking-for-a-new-age/) - Two items of business news have caught my eye recently: Tesco's latest results, cementing their place as the number one online retailer in the world and number one food retailer in the UK; and the start of the latest Stelios venture, easyCruise. Now there may not seem to be much to connect these two stories - [Delivering Customer Service to reduce costs, improve revenue and enhance Service](https://www.cxobsession.com/delivering-customer-service-to-reduce-costs-improve-revenue-and-enhance-service/) - "There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else". Sam Walton, founder Walmart. And never has there been a time when this is more true. Competition, globalization, conformance, complexity are all things forcing us to look at - [Customer Age thinking - the changing face of Public Service](https://www.cxobsession.com/customer-age-thinking-the-changing-face-of-public-service/) - In many countries, the phrase public service is considered something of an anachronism. At all levels of government and government led services, customers perceive that overall they get a raw deal when compared to the levels of service they now regularly expect from privately held organizations. In this article we will explore how Customer Age - [A very old question, a very new Answer](https://www.cxobsession.com/a-very-old-question-a-very-new-answer-2/) - At a recent senior executive seminar we were discussing the theme of Successful Customer Outcomes (SCO) and one question which cut to the quick deserves more after thought. Picture a dark, dingy Victorian meeting room in central London, the sleet slapping against the windows and it is late on a winter's afternoon. The bright spot? - [New Book >> Business Process Management](https://www.cxobsession.com/new-book-business-process-management/) - Participation required...We are on target for the next book and are now seeking contributions from interested folks who feel capable of answering a range of easy questions related to Moments of Truth, Successful Customer Outcomes and Expectations. If you wish to participate, and of course receive acknowledgement for your contribution, then let me know at - [The Evolution of Business Process Excellence](https://www.cxobsession.com/the-evolution-of-business-process-excellence/) - A theme of recent global conferences has been the mix of different approaches to improving business performance. This quest for business performance improvement as measured by reducing costs, improving revenues and enhanced service (also known as ‘the triple crown’) is a worldwide phenomena brought on by increasing competition, greater customer promiscuity, chaotic business cycles and - [](https://www.cxobsession.com/577/) - Newsletter challenges? The firewalls (in and out) are being their usually helpful selves!If you want a direct link to the online newsletter click -http://www.towersassociates.com/Process_Performance_15_Oct_2008.htmlAnd grab those casestudies while they last...All the Best for a great weekendSteveChair - BP Group - [](https://www.cxobsession.com/578/) - The 16th Annual BP Group survey has just completed. Preliminary results were presented in conjunction with IQPC at the BPE in Financial Services conference in London last week. Full results will be shared with all 1240 participants later this month prior to a webinar hosted by City Process Management (this years platinum sponsors). If you - [](https://www.cxobsession.com/579/) - Just a quickie (and one off) to let you know of a permanent change to my previous email address. The new one is steve.towers@bpgroup.org and it's effective immediately!We'll have a BP Group newsletter featuring the 2008 Annual Survey, conference reviews and presentations, whitepaper (Accelerated Cost Reduction) and several offers THIS WEEK.Also I would suggest a - [How low flying airlines can reach a new service altitude](https://www.cxobsession.com/how-low-flying-airlines-can-reach-a-new-service-altitude-2/) - In recent times I have talked about Successful Customer Outcomes (SCOs), those things that we should seek out on behalf of our customers to ensure we deliver and exceed their expectations. If we align our organizations to SCOs (rather than industrial age silos) we become slicker, more agile, and indeed more profitable. In this article - [Executive Team Asleep at the Wheel?](https://www.cxobsession.com/executive-team-asleep-at-the-wheel/) - This goes out to all "c" Level Executives struggling with the Credit CrunchIs you Executive Team Sleeping at the Wheel?Despite the potential meltdown underway in the financial sector it seems, from my discussions last week as we undertake the annual BP Group survey (see here), that many senior managers, apparently responsible for processes and performance - [Company-Customer Pact](https://www.cxobsession.com/company-customer-pact/) - The book I co-authored in 2006 'Thrive - How to Succeed in the Age of the Customer' provoked quite a reaction from several quarters (not all favorable!).We are now pleased to report that more organizations are placing the customer at the center of everything they do.One recent area of growth is the Customer Pact and - [What Price Complexity?](https://www.cxobsession.com/what-price-complexity-3/) - Complexity is insidious. Costs go sky high. People get confused and systems can't cope.When production and service cycles take forever, and costs are high, chances are that most of your processes are mired in complexity. Since Victorian times, companies have felt compelled to offer consumers whatever they want, creating a myriad of choice with goods - [Business Process Excellence in Financial Services](https://www.cxobsession.com/business-process-excellence-in-financial-services/) - click to review Improve efficiency and customer service, increase revenue and reduce costs September 29 - October 1 · Thistle Marble Arch Hotel, London, UKWorkshop day one - Accelerated Cost Reduction with BPE (Steve Towers) - [Certified Process Management - Two Days with Steve](https://www.cxobsession.com/certified-process-management-two-days-with-steve/) - "Exceptional and life transforming. This training should be on every corporate agenda"CIO Pharmaceutical, FloridaLondon, September 15-16, 2008. Let me know you saw it here - quote 'successful outcomes' and you'll get a 20% Discount! - [Business Transformation - Are you Onboard?](https://www.cxobsession.com/business-transformation-are-you-onboard-2/) - The world of business is undergoing dramatic change. Driven by a number of factors organizations are needing to realign themselves to adapt and evolve. This transformation is global and reaches into every business sector impacting how companies create, deliver and sustain their products and services. {...} more - [Zen and the Art of Business Process Management](https://www.cxobsession.com/zen-and-the-art-of-business-process-management/) - In PartOne of this three part article we reviewed the factors driving transformational change and how the old ‘inside-out’ approach to business is about as useful as a steam engine in getting to the moon. In Part two we’ll look at how some of the world leading trend setter companies are embracing the new outside-in - [Why Six Sigma is Failing](https://www.cxobsession.com/why-six-sigma-is-failing/) - This one pager reviews the latest stock performance of die hard Six Sigma companies and dismisses the belief that Six SIgma and Lean will help us out of the current global economic crisis.. {..} more - [Screw it - Let's Do it (Part 3)](https://www.cxobsession.com/screw-it-lets-do-it-part-3/) - In the early parts we reviewed 'Business Transformation are you on board?' and the 'Zen and the Art of Process Management' and we now bring the story together with 'Screw it - Let's do it!'. In our efforts to improve our organzations we involve ourselves in approaches that frequently get mired in their own complexity. - [Slash Costs But don't Kill the Business](https://www.cxobsession.com/slash-costs-but-dont-kill-the-business/) - Approaches such as Lean and Six Sigma are having a tough time in the face of a compelling need to dramatically reduce costs caused by the current economic downturn, credit squeeze and market volatility. Companies are looking beyond the ‘business as usual’ 5-10% annual reductions and need to slash costs just to stay in business. ## Pages - [Contact Us](https://www.cxobsession.com/contact-us/) - Hi There, We are looking forward to hearing from you. Please feel free to get in touch via the form below, we will get back to you as soon as possible. A Great Company Name 123 Main St, Warwick, RI 02889 718.555.0062 [contact-form][contact-field label='Name' type='name' required='1'/][contact-field label='Email' type='email' required='1'/][contact-field label='Comment' type='textarea' required='1'/][/contact-form] - [The Most Practical, Pragmatic & Applicable Customer Experience qualification](https://www.cxobsession.com/accredited-customer-experience-professional-two-day-course/) - Join us soon for the hands-on 'learn by doing' Accredited Customer Experience Professional® (ACX Professional®) course over two days. Our coaches will help you by demonstrating through exercises based on your own work - not someone else's 'perfect' case study. You gain the qualification by submitting your own exercises and through 1 on 1's with - [Operationalize your Customer Experiences & Processes](https://www.cxobsession.com/operationalise-your-customer-experiences-processes/) - “CEOs are learning that much of their success depends on sensing and addressing the rapidly changing values and expectations of their stakeholders.” PWC Survey The problem inside companies today is that it’s impossible for leaders to give employees clear direction for how to deliver the customer experience. This is because leaders don’t have a singular - [Sample Page](https://www.cxobsession.com/sample-page/) - This is an example page. It's different from a blog post because it will stay in one place and will show up in your site navigation (in most themes). Most people start with an About page that introduces them to potential site visitors. It might say something like this: Hi there! 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[Steve Towers](https://www.cxobsession.com/tag/steve-towers/) - [ACXP](https://www.cxobsession.com/tag/acxp/) - [ACXM](https://www.cxobsession.com/tag/acxm/) - [ACXC](https://www.cxobsession.com/tag/acxc/) - [Outside-In](https://www.cxobsession.com/tag/outside-in/) - [Industrial Age](https://www.cxobsession.com/tag/industrial-age/) - [PEX](https://www.cxobsession.com/tag/pex/) - [Roland Naidoo](https://www.cxobsession.com/tag/roland-naidoo/) - [Thankful](https://www.cxobsession.com/tag/thankful/) - [ACX program](https://www.cxobsession.com/tag/acx-program/) - [Lizette Akker](https://www.cxobsession.com/tag/lizette-akker/) - [James Dodkins](https://www.cxobsession.com/tag/james-dodkins/) - [Kerry Jackson](https://www.cxobsession.com/tag/kerry-jackson/) - [Morgan Jones](https://www.cxobsession.com/tag/morgan-jones/) - [Chris Wix](https://www.cxobsession.com/tag/chris-wix/) - [Samir Asaf](https://www.cxobsession.com/tag/samir-asaf/) - [Lyall Shapiro](https://www.cxobsession.com/tag/lyall-shapiro/) - [Laxman Murugappan](https://www.cxobsession.com/tag/laxman-murugappan/) - [Karen Feld](https://www.cxobsession.com/tag/karen-feld/) - [Fahad Altwaijry](https://www.cxobsession.com/tag/fahad-altwaijry/) - [Kath Milne](https://www.cxobsession.com/tag/kath-milne/) - [Lucy Paddy](https://www.cxobsession.com/tag/lucy-paddy/) - [Chris Reeve](https://www.cxobsession.com/tag/chris-reeve/) - [Meshan Morar](https://www.cxobsession.com/tag/meshan-morar/) - [Cristian Matei](https://www.cxobsession.com/tag/cristian-matei/) - [Molly Redenbaugh](https://www.cxobsession.com/tag/molly-redenbaugh/) - [Max Kochar](https://www.cxobsession.com/tag/max-kochar/) - [Veronique Roy](https://www.cxobsession.com/tag/veronique-roy/) - [Alexandre Nevski](https://www.cxobsession.com/tag/alexandre-nevski/) - [Randy DeSpain](https://www.cxobsession.com/tag/randy-despain/) - [Willie Kraus](https://www.cxobsession.com/tag/willie-kraus/) - [Susan Parker](https://www.cxobsession.com/tag/susan-parker/) - [successful customer outcomes](https://www.cxobsession.com/tag/successful-customer-outcomes/) - [Design Thinking](https://www.cxobsession.com/tag/design-thinking/) - [Blockchain](https://www.cxobsession.com/tag/blockchain/) - [Data](https://www.cxobsession.com/tag/data/) - [Google](https://www.cxobsession.com/tag/google/) - [personal data](https://www.cxobsession.com/tag/personal-data/) - [EX](https://www.cxobsession.com/tag/ex/) - [Employee Experience](https://www.cxobsession.com/tag/employee-experience/) - [CXM](https://www.cxobsession.com/tag/cxm/) - [CEMMethod](https://www.cxobsession.com/tag/cemmethod/) - [Customer Age](https://www.cxobsession.com/tag/customer-age/) - [SCO](https://www.cxobsession.com/tag/sco/) - [CXLM](https://www.cxobsession.com/tag/cxlm/) - [Customer Journey](https://www.cxobsession.com/tag/customer-journey/) - [BPG Partner](https://www.cxobsession.com/tag/bpg-partner/) - [ACXP - Accredited Customer Experience Professional](https://www.cxobsession.com/tag/acxp-accredited-customer-experience-professional/) - [ACXC - Accredited Customer Experience Champion](https://www.cxobsession.com/tag/acxc-accredited-customer-experience-champion/) - [CPPM – Certified Process Professional Master](https://www.cxobsession.com/tag/cppm-certified-process-professional-master/) - [CPP – Certified Process Professional](https://www.cxobsession.com/tag/cpp-certified-process-professional/) - [CPPC – Certified Process Professional Champion](https://www.cxobsession.com/tag/cppc-certified-process-professional-champion/) - [CXMO](https://www.cxobsession.com/tag/cxmo/) - [CX Management Office](https://www.cxobsession.com/tag/cx-management-office/) - [Program Management Office](https://www.cxobsession.com/tag/program-management-office/) - [PMO](https://www.cxobsession.com/tag/pmo/) - [Accredited Customer Experience Master](https://www.cxobsession.com/tag/accredited-customer-experience-master/) - [BPG](https://www.cxobsession.com/tag/bpg/) - [P Group](https://www.cxobsession.com/tag/p-group/) - [Denver](https://www.cxobsession.com/tag/denver/) - [Accredited Customer Experience Professional](https://www.cxobsession.com/tag/accredited-customer-experience-professional/) - [Prize draw](https://www.cxobsession.com/tag/prize-draw/) - [Rockstar CX](https://www.cxobsession.com/tag/rockstar-cx/) - [Great CX](https://www.cxobsession.com/tag/great-cx/) - [Complete Experience Management](https://www.cxobsession.com/tag/complete-experience-management/) - [Process v. Customer Centricity](https://www.cxobsession.com/tag/process-v-customer-centricity/) - [customer experience management](https://www.cxobsession.com/tag/customer-experience-management/) - [total experience management](https://www.cxobsession.com/tag/total-experience-management/) - [cx rockstar](https://www.cxobsession.com/tag/cx-rockstar/) - [CX Vision](https://www.cxobsession.com/tag/cx-vision/) - [Rockstarcx](https://www.cxobsession.com/tag/rockstarcx/) - [CCXP](https://www.cxobsession.com/tag/ccxp/) - [moments of truth](https://www.cxobsession.com/tag/moments-of-truth/) - [MOT](https://www.cxobsession.com/tag/mot/) - [Moment of truth](https://www.cxobsession.com/tag/moment-of-truth/) - [The Experience Manager](https://www.cxobsession.com/tag/the-experience-manager/) - [cxpa](https://www.cxobsession.com/tag/cxpa/) - [Customer Obsessed](https://www.cxobsession.com/tag/customer-obsessed/) - [Jeff Bezos](https://www.cxobsession.com/tag/jeff-bezos/) - [Netflix](https://www.cxobsession.com/tag/netflix/) - [Customer Focus](https://www.cxobsession.com/tag/customer-focus/) - [process](https://www.cxobsession.com/tag/process/) - [process management](https://www.cxobsession.com/tag/process-management/) - [Blake Morgan](https://www.cxobsession.com/tag/blake-morgan/) - [Technology](https://www.cxobsession.com/tag/technology/) - [Innovation](https://www.cxobsession.com/tag/innovation/) - [Online Course](https://www.cxobsession.com/tag/online-course/) - [Statistics](https://www.cxobsession.com/tag/statistics/) - [customer experience definition](https://www.cxobsession.com/tag/customer-experience-definition/) - [acxs](https://www.cxobsession.com/tag/acxs/) - [cpp](https://www.cxobsession.com/tag/cpp/) - [cppm](https://www.cxobsession.com/tag/cppm/) - [outisde-in](https://www.cxobsession.com/tag/outisde-in/) - [outsidein](https://www.cxobsession.com/tag/outsidein/) - [change architect of the year](https://www.cxobsession.com/tag/change-architect-of-the-year/) - [roalnd naidoo](https://www.cxobsession.com/tag/roalnd-naidoo/) - [multichoice](https://www.cxobsession.com/tag/multichoice/) - [patterns](https://www.cxobsession.com/tag/patterns/) - [oivision](https://www.cxobsession.com/tag/oivision/) - [leadership](https://www.cxobsession.com/tag/leadership/) - [customer service](https://www.cxobsession.com/tag/customer-service/) - [process excellence](https://www.cxobsession.com/tag/process-excellence/) - [perter drucker](https://www.cxobsession.com/tag/perter-drucker/) - [mindset](https://www.cxobsession.com/tag/mindset/) - [metrics](https://www.cxobsession.com/tag/metrics/) - [dumb stuff](https://www.cxobsession.com/tag/dumb-stuff/) - [customer centric](https://www.cxobsession.com/tag/customer-centric/) - [Amazon](https://www.cxobsession.com/tag/amazon/) - [Working Backwards](https://www.cxobsession.com/tag/working-backwards/) - [missinglettr](https://www.cxobsession.com/tag/missinglettr/) - [blogging](https://www.cxobsession.com/tag/blogging/) - [frustration](https://www.cxobsession.com/tag/frustration/) - [call centres](https://www.cxobsession.com/tag/call-centres/) - [call center](https://www.cxobsession.com/tag/call-center/) - [six step innovation](https://www.cxobsession.com/tag/six-step-innovation/) - [covid shock](https://www.cxobsession.com/tag/covid-shock/) - [outside-in the secret](https://www.cxobsession.com/tag/outside-in-the-secret/) - [Customer Experience qualifications](https://www.cxobsession.com/tag/customer-experience-qualifications/) - [call centre](https://www.cxobsession.com/tag/call-centre/) - [call cebter](https://www.cxobsession.com/tag/call-cebter/) - [contact center](https://www.cxobsession.com/tag/contact-center/) - [Northstar](https://www.cxobsession.com/tag/northstar/) - [northstar metric](https://www.cxobsession.com/tag/northstar-metric/) - [Northstar ALignment](https://www.cxobsession.com/tag/northstar-alignment/) - [NSAT](https://www.cxobsession.com/tag/nsat/) - [COIM](https://www.cxobsession.com/tag/coim/) - [Certified Outside-In Master](https://www.cxobsession.com/tag/certified-outside-in-master/) - [Customer Obsession](https://www.cxobsession.com/tag/customer-obsession/) - [BPMTips](https://www.cxobsession.com/tag/bpmtips/) - [Business Process Management](https://www.cxobsession.com/tag/business-process-management/) - [https://www.linkedin.com/in/zbyszekmisiak/](https://www.cxobsession.com/tag/https-www-linkedin-com-in-zbyszekmisiak/) - [Zbyszek Misiak](https://www.cxobsession.com/tag/zbyszek-misiak/) - [cx. customer experience.](https://www.cxobsession.com/tag/cx-customer-experience/) - [jeffbezos](https://www.cxobsession.com/tag/jeffbezos/) - [Results](https://www.cxobsession.com/tag/results/) - [Results Oriented Communication](https://www.cxobsession.com/tag/results-oriented-communication/) - [Survey](https://www.cxobsession.com/tag/survey/) - [CX Challenges](https://www.cxobsession.com/tag/cx-challenges/) - [Oucomes](https://www.cxobsession.com/tag/oucomes/) - [cx icons](https://www.cxobsession.com/tag/cx-icons/) - [Skai](https://www.cxobsession.com/tag/skai/) - [customerexperience](https://www.cxobsession.com/tag/customerexperience/) - [southafrica](https://www.cxobsession.com/tag/southafrica/) - [Training](https://www.cxobsession.com/tag/training/) - [Process Qualification](https://www.cxobsession.com/tag/process-qualification/) - [Andy Jazzy](https://www.cxobsession.com/tag/andy-jazzy/) - [cxmetrics](https://www.cxobsession.com/tag/cxmetrics/) - [cxmeasurement](https://www.cxobsession.com/tag/cxmeasurement/) - [nps](https://www.cxobsession.com/tag/nps/) - [csat](https://www.cxobsession.com/tag/csat/) - [CX Training](https://www.cxobsession.com/tag/cx-training/) - [goals](https://www.cxobsession.com/tag/goals/) - [okr](https://www.cxobsession.com/tag/okr/) - [okrs](https://www.cxobsession.com/tag/okrs/) - [processmanagement](https://www.cxobsession.com/tag/processmanagement/) - [b2b](https://www.cxobsession.com/tag/b2b/) - [transformation](https://www.cxobsession.com/tag/transformation/) - [outcomes](https://www.cxobsession.com/tag/outcomes/) - [sco's](https://www.cxobsession.com/tag/scos/) - [objectives](https://www.cxobsession.com/tag/objectives/) - [key results](https://www.cxobsession.com/tag/key-results/) - [teams](https://www.cxobsession.com/tag/teams/) - [collaboration](https://www.cxobsession.com/tag/collaboration/) - [objectivesandkeyresults](https://www.cxobsession.com/tag/objectivesandkeyresults/) - [ACXMaster](https://www.cxobsession.com/tag/acxmaster/) - [thematrix](https://www.cxobsession.com/tag/thematrix/) - [Durrel Ramrathan](https://www.cxobsession.com/tag/durrel-ramrathan/) - [CX Analytics](https://www.cxobsession.com/tag/cx-analytics/) - [CX Metrics](https://www.cxobsession.com/tag/cx-metrics/) - [CX Ecosystem](https://www.cxobsession.com/tag/cx-ecosystem/) - [Mentally Strong People](https://www.cxobsession.com/tag/mentally-strong-people/) - [Mental strength](https://www.cxobsession.com/tag/mental-strength/) - [Grit and detrmination](https://www.cxobsession.com/tag/grit-and-detrmination/) - [Entrepreneur](https://www.cxobsession.com/tag/entrepreneur/) - [New product management](https://www.cxobsession.com/tag/new-product-management/) - [Customer centric real-time monitoring and alerting](https://www.cxobsession.com/tag/customer-centric-real-time-monitoring-and-alerting/) - [Customer experience creation](https://www.cxobsession.com/tag/customer-experience-creation/) - [Proactive customer management](https://www.cxobsession.com/tag/proactive-customer-management/) - [Market orientation](https://www.cxobsession.com/tag/market-orientation/) - [Authenticity](https://www.cxobsession.com/tag/authenticity/) - [Communication management](https://www.cxobsession.com/tag/communication-management/) - [Customer relationship management](https://www.cxobsession.com/tag/customer-relationship-management/) - [Customer dynamics and advertisement](https://www.cxobsession.com/tag/customer-dynamics-and-advertisement/) - [Customer dynamics](https://www.cxobsession.com/tag/customer-dynamics/) - [Operational efficiency](https://www.cxobsession.com/tag/operational-efficiency/) - [Customer intelligence](https://www.cxobsession.com/tag/customer-intelligence/) - [Customer-business relationships](https://www.cxobsession.com/tag/customer-business-relationships/) - [The relationships between organizations and customers](https://www.cxobsession.com/tag/the-relationships-between-organizations-and-customers/) - [Customer experience and relationship management](https://www.cxobsession.com/tag/customer-experience-and-relationship-management/) - [Communication channels](https://www.cxobsession.com/tag/communication-channels/) - [technologies](https://www.cxobsession.com/tag/technologies/) - [and interactions](https://www.cxobsession.com/tag/and-interactions/) - [Relationship analysis and dynamics](https://www.cxobsession.com/tag/relationship-analysis-and-dynamics/) - [New product development](https://www.cxobsession.com/tag/new-product-development/) - [Corporate image on brand personality](https://www.cxobsession.com/tag/corporate-image-on-brand-personality/) - [Shopping habits and decision making styles](https://www.cxobsession.com/tag/shopping-habits-and-decision-making-styles/) - [Intelligent decision making for customer dynamics management](https://www.cxobsession.com/tag/intelligent-decision-making-for-customer-dynamics-management/) - [Revenue generation](https://www.cxobsession.com/tag/revenue-generation/) - [cx conference](https://www.cxobsession.com/tag/cx-conference/) - [cx conferences](https://www.cxobsession.com/tag/cx-conferences/) - [cx conferences 2023](https://www.cxobsession.com/tag/cx-conferences-2023/) - [CJM](https://www.cxobsession.com/tag/cjm/) - [Customer Journey Mapping](https://www.cxobsession.com/tag/customer-journey-mapping/) - [CJMplus](https://www.cxobsession.com/tag/cjmplus/) - [CJM+](https://www.cxobsession.com/tag/cjm-2/) - [bpgroup](https://www.cxobsession.com/tag/bpgroup/) - [customer categorization](https://www.cxobsession.com/tag/customer-categorization/) - [outside-in strategic matrix](https://www.cxobsession.com/tag/outside-in-strategic-matrix/) - [successful customer outcome canvas](https://www.cxobsession.com/tag/successful-customer-outcome-canvas/) - [CX innovation](https://www.cxobsession.com/tag/cx-innovation/) - [CX attitude](https://www.cxobsession.com/tag/cx-attitude/) - [CX dashboard](https://www.cxobsession.com/tag/cx-dashboard/) - [CX lifecycle](https://www.cxobsession.com/tag/cx-lifecycle/) - [behaviour and culture](https://www.cxobsession.com/tag/behaviour-and-culture/) - [developing tomorrow's enterprise](https://www.cxobsession.com/tag/developing-tomorrows-enterprise/) - [CX launch pad](https://www.cxobsession.com/tag/cx-launch-pad/) - [team offers](https://www.cxobsession.com/tag/team-offers/) - [discounts](https://www.cxobsession.com/tag/discounts/) - [bonus videos](https://www.cxobsession.com/tag/bonus-videos/) - [Rome](https://www.cxobsession.com/tag/rome/) - [Brussels](https://www.cxobsession.com/tag/brussels/) - [Munich](https://www.cxobsession.com/tag/munich/) - [Johannesburg](https://www.cxobsession.com/tag/johannesburg/) - [books](https://www.cxobsession.com/tag/books/) - [Bahrain](https://www.cxobsession.com/tag/bahrain/) - [Qatar](https://www.cxobsession.com/tag/qatar/) - [Kuwait](https://www.cxobsession.com/tag/kuwait/) - [Saudi Arabia](https://www.cxobsession.com/tag/saudi-arabia/) - [United Arab Emirates](https://www.cxobsession.com/tag/united-arab-emirates/) - [Oman.](https://www.cxobsession.com/tag/oman/) - [customer experience leaders](https://www.cxobsession.com/tag/customer-experience-leaders/) - [customer-centric strategy](https://www.cxobsession.com/tag/customer-centric-strategy/) - [brand awareness](https://www.cxobsession.com/tag/brand-awareness/) - [benchmarking](https://www.cxobsession.com/tag/benchmarking/) - [social media](https://www.cxobsession.com/tag/social-media/) - [understanding customer needs](https://www.cxobsession.com/tag/understanding-customer-needs/) - [population-specific growth references](https://www.cxobsession.com/tag/population-specific-growth-references/) - [customer experiences](https://www.cxobsession.com/tag/customer-experiences/) - [Marko Saric](https://www.cxobsession.com/tag/marko-saric/) - [Forbes](https://www.cxobsession.com/tag/forbes/) - [forrester](https://www.cxobsession.com/tag/forrester/) - [gartner](https://www.cxobsession.com/tag/gartner/) - [customer think](https://www.cxobsession.com/tag/customer-think/) - [CX Research](https://www.cxobsession.com/tag/cx-research/) - [CXSA](https://www.cxobsession.com/tag/cxsa/) - [CXSA CoP](https://www.cxobsession.com/tag/cxsa-cop/) - [ACX Master](https://www.cxobsession.com/tag/acx-master/) - [ACX Professional](https://www.cxobsession.com/tag/acx-professional/) - [CX Measurement](https://www.cxobsession.com/tag/cx-measurement/) - [CES](https://www.cxobsession.com/tag/ces/) - [NPS3](https://www.cxobsession.com/tag/nps3/) - [NPS 3.0](https://www.cxobsession.com/tag/nps-3-0/) - [Customer Journey Management](https://www.cxobsession.com/tag/customer-journey-management/) - [Triple Crown](https://www.cxobsession.com/tag/triple-crown/) - [CX Community](https://www.cxobsession.com/tag/cx-community/) - [CXFAQ](https://www.cxobsession.com/tag/cxfaq/) - [CX Frequently Asked Questions](https://www.cxobsession.com/tag/cx-frequently-asked-questions/) - [FAQ for CX](https://www.cxobsession.com/tag/faq-for-cx/) - [Insurance](https://www.cxobsession.com/tag/insurance/) - [Insurers](https://www.cxobsession.com/tag/insurers/) - [insurance companies](https://www.cxobsession.com/tag/insurance-companies/) - [insurance retail](https://www.cxobsession.com/tag/insurance-retail/) - [insurance wholesale](https://www.cxobsession.com/tag/insurance-wholesale/) - [risk management](https://www.cxobsession.com/tag/risk-management/) - [ITWeb](https://www.cxobsession.com/tag/itweb/) - [ITWebCX2024](https://www.cxobsession.com/tag/itwebcx2024/) - [ACXA](https://www.cxobsession.com/tag/acxa/) - [Reichheld](https://www.cxobsession.com/tag/reichheld/) - [Customer Experience Certification • Customer Centric Business Model • Process Professionals Training](https://www.cxobsession.com/tag/customer-experience-certification-customer-centric-business-model-process-professionals-training/) - [Process Professionals Training](https://www.cxobsession.com/tag/process-professionals-training/) - [Customer Centric Business Model](https://www.cxobsession.com/tag/customer-centric-business-model/)