6 Steps to Customer Obsession (and Why)

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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.

Gillette’s market share is being cut…

The newcomers’ secret includes understanding changing customer needs, a narrow product line, incisive data analytics coupled with social media savvy, no middlemen, right sourced manufacturing, and lower prices than Gillette.

It is happening everywhere, with previous industrial giants being displaced across many business categories, including Casper in mattresses, Barnabas in men’s clothing, Allbirds shoes and trainers, and Warby Parker in eyeglasses.

Direct to consumer brands captured an estimated 20% of all online retail sales in the US in 2020. Established brands, consumer or industrial, are under more significant attack than ever. New entrants face lower entry barriers and have no baggage of past business models and industrial age thinking. 

Enlightened Customers

Customers have become enlightened…

Customers have become ‘enlightened’ through social media and learn about new trends and better products and experiences at lightning speed. Through the pandemic, customers expectations rose, they have become more choosey and rebellious. In fact, you could say customers have become prosumers.

Coupling these trends and increasing aspirations necessitates companies to become progressively Customer Obsessed if they wish to stay in the game. This requires an unending exploration and understanding of customer needs (even when customers themselves may not be aware of them) and an ability to act on those needs. The objective is to actively listen to 100% of interactions 100% of the time to understand micro trends and undertake next level research to deliver increased personalization.

Customers reject the one size fits all industrial age companies in favor of agile, immediate, and empathetic organizations. Mass customization is now achievable at a decreasing cost, allowing companies to offer specific personalized experiences and stay connected at every customer journey stage.

Extreme Alignment

Business alignment concept, strategy and planning, white arrow on road background, vintage and retro


This extreme alignment of everyone and everything towards successful customer outcomes is the hallmark of companies like Adidas. They have established speed factory facilities in Europe and the US, with an ability to measure each individual customers stride, speed, and gait. From that information, use 3D printing, AI, and automated manufacturing to compact the time from order to delivery. This hyper-personalization is welcome so much that customers are prepared to pay significantly more for their unique product.

Adidas is just one example. Cast your eyes over all industry sectors’ leaders, and you will see customer obsession in every aspect of their systems, processes, and experiences right across the complete supply chain.

How aligned is your company?

1. How personalized are your services and products?

2. Do you enable customer co-creation of the products and services they consume?

3. What is your company doing to continually innovate across all aspects of the business?

4. Where are the pinch points in existing operations that prevent rapid execution of change?

5. Is there an established culture of customer obsession?

6. Are the dots connected and lines drawn between strategy, leadership, and execution?

Time is short

Time Is Short…

Those companies that are unable or unwilling to make the changes necessary to move from industrial silo thinking to customer obsession face an imminent existential crisis brought about by these shifting business models. If they cannot evolve quickly, they will go the way of the Blockbusters, Kodaks, Nokia, Circuit City, Borders, and so many others.


Put the theory into practice and join us for the online, the live and interactive Certified Outside-In Master® program.

Review the content and register at: https://cemnext.com/oi2020

The launch of the program in 2020 qualified 20 people as Certified Outside-In Masters.

BPG PROFESSIONAL EDUCATION ADDS NEW OUTSIDE-IN COURSE TO 2021 PROGRAM

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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 an ideal moment to embed customer obsession into businesses new operating models, and this will increase organisations’ ability to align everything and everyone to successful business and customer outcomes,” said Steve Towers, Executive Director of BPG Professional Education.

The Certified Outside-In Master® (COIM®) – starts on January 18th for 7 weeks at 3 hours per week –

‘Harness the power of cutting-edge approaches to create compelling new products and achieve game-changing innovation.’

https://cemnext.com/oi2020

Week #1: Introduction to an Outside-In world

Week #2: Reframing Around Customer Needs

Week #3: Focus on the Causes of Work

Week #4: The Disruption Factor

Week #5: Innovating Innovation

Week #6: Connecting the Dots and Drawing the Lines

Week #7: The New Normal of the Customer Obsessed organization

Over the 7 weeks the COIM program will feature 18 live interactive sessions backed up by tutorials, assignments and 1 on 1 coaching. With new case studies, videos and dedicated WhatsApp and LinkedIn forums.

The COIM program first ran in Spring 2020 and comes complete with Amazon best selling book (from 2020) ‘Dare! Behind The Scenes Of The Best Business Transformation Project In The World,’ and the book ‘Outside-In The Secret’ (published in 2010, now in its 10th edition – fully updated for 2021)

The Certified Outside-In Masters 2020 graduates

Coach & Guide:

Steve Towers, CEO & Founder BP Group. These expanded offerings complement BPG’s Professional Education with its Accredited Customer Experience and Certified Process Professional courses available to organizations around the globe.
For more information or to register, visit: https://cemnext.com/oi2020

ABOUT BPG PROFESSIONAL EDUCATION

For 30 years, BPG Professional Education has provided business professionals worldwide a gateway to renowned BPG research, knowledge and expertise, through advanced professional programs designed specifically for them. Since 1992 more than 120,000 from 124 countries have qualified in programs ranging from Business Process Management, BPR, Customer Experience Management and Outside-In.

In addition to industry-focused, two-day to-seven-week Open Programs, BPG Professional Education offers individuals and teams the opportunity to take online, blended learning courses. Additionally, customized programs (leading to professional qualifications) can be delivered in specific industry sectors such as banking, retail, B2B, D2C, Utilities, Pharmaceutical, etc.

Testimonials from the 2020 sessions include:

Another fantastic learning, personal, and professional development experience with you! Lyall Shapiro, Australia

Thank you, Steve. Very intense but amazing, and already putting it into practice! 
Edwin De Lange, South Africa

Thank you soooooooo much, Steve.. this achievement means a lot to me & colossal credit goes to you… looking forward to my next training.
Amal Shaira, United Arab Emirates

Thank you, Steve Towers, for an awesome
Time of masterful learning. I can’t wait to attend your next class!
Victoria Weaver, United States

Contact Information

Steve Towers
BPG
https://www.Bpgroup.org

+44 7429 518277
+1 970 368 5454

The five crucial things successful CX organizations do every day

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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 in never making mistakes but in never making the same one a second time.”

George Bernard Shaw

So with that in mind, let’s move beyond the mistakes and uncover the winning strategies and how best can we implement those insightful approaches?

Based on our recent work and research my report from the CX front line should help you rethink your approach in our collective endeavor to get more scientific about the customer experience.

In the earlier article, we identified five major errors and causes of failure. Let’s review how winning CX companies reframe those into successful strategies.  

1. Top teams understand CX success and get out of the way of their people to let them get on with it.

To achieve strategic CX success, it is necessary to understand the limitations imposed by industrial age thinking (getting better at doing the wrong stuff faster, functional specialisms, outdated reward systems) and help the organization migrate to Outside-In thinking and practices. At Zappos, for instance, it is more important to meet the customer (see Zappos hits the road.. http://bit.ly/Zappos2021) and gather insights, and provide input to reshaping the organization.

The top team is actually out there “We want to shake the customers hands, give them really big high fives and meet their friends — delivering happiness and memorable experiences along the way,” said Kristin Richmer, Senior Brand Marketing Manager, Zappos.


The task then is not overlaying the new insights onto an industrial age siloed world. It is actually to reshape the organization, its people, the reward systems, processes and systems to better deliver successful customer outcomes.

Tony Hsieh reinforced this feed forward approach “we actually want to talk with customers more as 70% of our business are repeat buys. Hiding our contact details and making it difficult to talk is not our way” http://bit.ly/TonyHseih

2. Customer needs are understood and developed to create the organizational alignment towards successful customer outcomes.

Leading CX Companies have developed an a-b-c strategy when boiled down includes
(a) stop asking customers what they wantl
(b) get your head around current customer expectations, and
(c) articulate customer needs even when the customer doesn’t know what they are.

This effort is not a ‘one and done’, it is about continual learning and then development of services and products that anticipate customer needs, rather than following the outdated mantra of those organizations seeking more and more (often meaningless) feedback. And Disney provides a demonstration of this a-b-c approach.

Consider this:

Disney World Orlando, is about 43 square miles, about twice the size of Manhattan. (pre pandemic) 30 million guests per year enjoy 4 theme parks: the Magic Kingdom, the Hollywood Studios, Epcot and the Animal Kingdom.

You can navigate to these parks by car, bus, monorail, boats and a ferry depending on your hotel – and that in itself includes over 20 themed for your delight. Coupled with Disneys wearable “Magic Bands” (see http://bit.ly/MagicBand) you receive a smooth personalized experience where ever you are.

This collection of entertainment is a dynamic living system focused on successful customer outcomes. With digital real-time feedback, Disney offers an integrated experience built around a co-ordinated set of business and customer outcomes, from the time you think of a trip, to the time you are back home with the kids.

3. Being customer-centric isn’t about projects – it is a state of mind.

A great mistake of many is approaching customer experience as an initiative, something with a clearly defined start and end point. Appreciating CX is a state of mind for the whole company is a major differentiator and allows successful organizations to continually tweak and evolve, rather than live in a permanent state of project stop-start crisis. The guiding principle is, at the heart of CX, change is desirable, welcomed and systematic. It impacts everyone and everything all the time.

4. Successful CX transcends measures and implements a rigorous feedback/feed forward framework.

A recent analysis in the banking industry suggested that more than 85% of the total key performance indicators measured outputs – things that get produced from activities. Successful CX companies however, have a very different profile and focus, their attention is on measuring outcomes – the result of what is produced. To these companies this is not a semantic distinction, it underpins the total CX strategy. As a result, the measurement systems are simplified, and the focus on results rather than activity moves the dial towards customer centricity so much more quickly.

Programs such as Disney’s True North set a direction with supporting metrics, and rather than measure everything that moves they focus on the results and outcomes that need to be delivered to achieve successful customer outcomes. In this context, more than 75% of measures are ‘Outcomes’ with less than 25% outputs.

Test this for yourself in the contact center. 

What are your top ten measurements, are they output oriented or outcome based?
The former (outputs) would be things like average handle time, abandon rates, downtime and so on.
The latter (outcomes) would be the delivery of customer need, queries completely resolved (not the piece mean partial interim ‘first call resolution’ type things measured with a functional bias).
In summary, CX leaders have fewer measures and the majority are now Outcome-focused.

5. CX is both the strategy and the operational objective to overcome needless complexity.

A Forrester survey says 81% of CX professionals are mapping experiences from the customers perspective but only 21% are mapping the ecosystem (processes, people, technology). In this context there are two opportunities that successful CX companies exploit:

i. CX can only be successful if you build a complete CX ecosystem. This is a process of creating alignment from Customer Experience strategy to execution and connects the frontline who deliver the customer experience with those people and systems who provide the means of delivery. Amazon refer to this aspect as ‘North Start Alignment’

ii. CX Current state crisis. Successful CX companies can clearly articulate the what and how the organization should be doing to deliver great experiences.

They do not become mired in the exercise of mapping all the current external and internal processes and systems (which can take years to complete and provides little in the way of direction for what should exist.)

These companies understand the reality that the current structure and systems were never created with excellent CX in mind but were in fact designed around an industrial age, production system based model.

Hence, next practice is to utilize design principles that envision what should be, and then progressively mature and migrate the organization to that vision.

To conclude CX success doesn’t come from wishful thinking. 

It is a deliberate and sustained effort to understand and articulate the ever changing customer. To build a new trust with them that goes beyond the platitudes of the past.

In the near term it is about becoming more scientific about the customer experience. In the longer term it is a guarantee of business success. We have codified these CX next practice approaches into the CEMMethod (now version 13). You can access that as a resource with others below.

The earlier article can be viewed here: ‘5 Critical Failures of 80% of Customer Experience initiatives’. http://bit.ly/5CriticalFailures

How to become Outside-In

Start here:
Your definition of Customer Experience is/may be wrong (3 minute video)
http://bit.ly/CXDefined (from James Dodkins aka CX Rockstar)

Then review this:
I have also just done a 3 minute explainer video for Outside-In – see it here:
https://bit.ly/OITheDifference

Then follow these 5 steps:
Step #1 – Get The Book: Outside-In The Secret *FREE* | https://bit.ly/OI2021now

Step #2 – Get The Training:
Certified Outside-In Master® | https://cemnext.com/oi2020
Certified Process Professional Master®  | https://bit.ly/CPPM21  
Accredited Customer Experience Master®  | https://bit.ly/ACXM2021  

Step #3 – Get the Software:
The Experience Manager | https://bit.ly/TEM2021  

Step #4 – Connect With The Community:
LinkedIn | https://bit.ly/Steve2021
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

Step #5 – Keep Pace with Change
Recent Interview | http://bit.ly/STInnovation

Business Mumbo Jumbo that frustrates everyone

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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…

  1. Low Hanging Fruit
  2. Leverage (do you leverage leverage?)
  3. Open the Kimono (that is creepy, sexist and racist all at the same time!)
  4. Giving 110% (which of course you can’t)
  5. Learnings (what were yours last year?)
  6. Out of Pocket (who’s pocket were you in and why?!)
  7. Drink the Kool-Aid
  8. Bio break (too much information)

You can review the full article and more of the same here.

Here is a great article on the same theme, published in New York’s ‘Vulture’ highlighting just one office workers experience:

https://www.vulture.com/2020/02/spread-of-corporate-speak.html

Don’t forget – ping me back with your thoughts!


Do you want to embrace advanced Customer Centric thinking and become Outside-In?

I have just done a 3 minute explainer video for Outside-In – see it here: https://bit.ly/OIDifference

Then follow these steps….

Step #1 – Get The Book:
Outside-In The Secret *FREE* | https://bit.ly/OI2021now

Step #2 – Get The Training:
Certified Outside-In Master® | https://bit.ly/COIM2021
Certified Process Professional Master®  | https://bit.ly/CPPM21
Accredited Customer Experience Master®  | https://bit.ly/ACXM2021

Step #3 – Get the Software:
Parallel | https://bit.ly/Parallel2021

Step #4 – Connect With The Community:
LinkedIn | https://bit.ly/Steve2021

Step #5 – Keep Pace with Change
Recent Interview | http://bit.ly/STInnovation

Step #6 – New Article – Customer Obsession 
LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN


	

Your definition of customer experience is wrong

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Your definition of customer experience is wrong, and here’s why, right, there’s 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.

Frustrated woman having problem …..

You might think that’s a pretty decent definition, James, but you’d be wrong. Most of the definitions you find are going to run along the same theme. Okay, the problem is that theme is completely inside-out. These definitions take a company view of customer experience, not a customer view of customer experience. Go figure. Let’s say that we’re an airline…..

Watch the video and get the full transcript from here

*****************************************

Do you want to embrace advanced Customer Centric thinking and become Outside-In?

I have just done a 3 minute explainer video for Outside-In – see it here: https://bit.ly/OIDifference

Then follow these steps….

Step #1 – Get The Book:
Outside-In The Secret *FREE* | https://bit.ly/OI2021now

Step #2 – Get The Training:
Certified Outside-In Master® | https://bit.ly/COIM2021
Certified Process Professional Master®  | https://bit.ly/CPPM21
Accredited Customer Experience Master®  | https://bit.ly/ACXM2021

Step #3 – Get the Software:
Parallel | https://bit.ly/Parallel2021

Step #4 – Connect With The Community:
LinkedIn | https://bit.ly/Steve2021

Step #5 – Keep Pace with Change
Recent Interview | http://bit.ly/STInnovation

Step #6 – New Article – Customer Obsession 
LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

Thinking of striking out by Yourself in 2021? Watch this ;-)

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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 – see it here:
https://experienceprofessional.com/oivideo

How to become Outside-In
Step #1 – Get The Book:

Outside-In The Secret *FREE* https://bit.ly/OI2021now  

Step #2 – Get The Training:

Certified Outside-In Master® | https://cemnext.com/oi2020
Certified Process Professional Master®  | https://bit.ly/CPPM21  

Accredited Customer Experience Master®  | https://bit.ly/ACXM2021  

Step #3 – Get the Software:

The Experience Manager | https://bit.ly/TEM2021  

Step #4 – Connect With The Community:

LinkedIn | https://bit.ly/Steve2021

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

The North Star Metric and Why You Need It Now

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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 up with one.

The North Star metric is the most critical. It is that Metric that would consistently deliver Successful Customer Outcomes (SCO’s) and drive sustainable growth if you focus on above all else.

For Facebook is ‘daily active users,’ Airbnb is ‘nights booked,’ and for the BP Group, ours is ‘monthly organization upskilling.’

Why is having one important?


Because delivering SCO’s and driving change is a lot of work, and it’s easy to dilute effort and resources on things that don’t move the needle. Additionally, getting distracted with the latest and shiniest new ideas is a common problem. Having a North Star metric keeps everyone in your company focused on the most critical Measure for your company’s success. Chosen wisely, it will connect the dots from the front line to the top team

Creating Your North Star metric

You may already have created it in your Successful Customer Outcome Canvas®[1] (SCOC®). Even if you haven’t yet the steps are straightforward by examining your current key performance indicators and assessing what could be a lead Metric. Examine the metrics in the context of what creates the best outcome, for the business and the customer. It is especially effective when you aggregate the SCOC’s against all your customer categories and bringing out the most significant ones and deciding decide which is the most essential Metric.

Defining that North Star metric can have a considerable impact not only on your immediate customers but on how your company operates overall.

Your North Star metric will be different from other organizations, as is how it’s rolled out and communicated.

Connect the dots, Draw the Lines

Anyone involved in delivering Successful Customer Outcomes and driving growth for your company, from the ‘C’ suite to the marketing team to the operations team and all of your external agencies, should be clear on your North Star metric and their role in driving it forward. If you don’t have one and your success maybe isn’t where it needs to be, perhaps you should consider defining one for your organization.

  • Set up a time with key stakeholders,
  • Identify your customer categories,
  • Agree on the SMART needs,
  • Choose the most important one, then
  • Brainstorm what it should be across the entire organization.

It starts with understanding who are your best customers are and why. You will need to cut through all distractions and noise to identify the one metric that will have the most significant and most sustainable impact on your business performance.

It’s a significant process, and sometimes it can be challenging to see the forest for the trees.

It will take a concerted effort, but it is one of the most worthwhile things an organization can do to connect the strategy to execution. Realistically isn’t that desirable for every organization seeking to make winning systematic?

The Guiding Light

The North Star metric becomes the guiding light. It is tangible, objective, and touches everyone and everything. It is a simple concept and as a result everyone can understand it.

You can explore the North Star Alignment approach within the Certified Outside-In Masters® program. Review the short video introduction here:
https://cemnext.com/oi2020


[1] The Successful Customer Outcome Canvas® is a technique within the CEMMethod®. This technique and its companion approach can be reviewed here. https://cemnext.com/customergame


Other Useful Resources

I have just done a 3 minute explainer video for Outside-In – see it here:
https://experienceprofessional.com/oivideo

How to become Outside-In
Step #1 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now  

Step #2 – Get The Training:

Certified Outside-In Master® | https://cemnext.com/oi2020
Certified Process Professional Master®  | https://bit.ly/CPPM21  
Accredited Customer Experience Master®  | https://bit.ly/ACXM2021  

Step #3 – Get the Software:

The Experience Manager | https://bit.ly/TEM2021  

Step #4 – Connect With The Community:

LinkedIn | https://bit.ly/Steve2021

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

Keep it simple stupid…. (simple technique can shake things up)

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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!)

Do you want to embrace advanced Customer Centric thinking and become Outside-In?

I have just done a 3 minute explainer video for Outside-In – see it here: https://bit.ly/OIDifference

Then follow these steps….

Step #1 – Get The Book:
Outside-In The Secret *FREE* | https://bit.ly/OI2021now

Step #2 – Get The Training:
Certified Outside-In Master® | https://bit.ly/COIM2021
Certified Process Professional Master®  | https://bit.ly/CPPM21
Accredited Customer Experience Master®  | https://bit.ly/ACXM2021

Step #3 – Get the Software:
Parallel | https://bit.ly/Parallel2021

Step #4 – Connect With The Community:
LinkedIn | https://bit.ly/Steve2021

Step #5 – Keep Pace with Change
Recent Interview | http://bit.ly/STInnovation

Step #6 – New Article – Customer Obsession 
LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

#processmanagement #processexcellence #processtransformation #customerexperience #cx #innovation #leadership #ccxp #cxpa #acxm #acxs #acxp #cpp #cppm #cppc #businesstransformation #customercentric #innovationleadership #bpm

Is Your Call Centre killing Great Customer Experiences? (Part 2 of 3)

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Contact center metrics may be crippling you

Part Two. In Part One we reviewed how poor metrics drive bad behaviours. Lets dig deeper with a typical scenario…

And if you think this experience is unusual grab a coffee and google ‘poor customer experiences’.

Leadership Delusion

The leadership team can talk until they are blue in the face about customer centricity but if they insist on metrics designed for running factories everyone suffers. Here’s another typical conversation:

In all three instances the customer did not achieve a Successful Outcome.
In fact there is now more effort required by the customer, and also more cost and time to be incurred for the organisation if the customer does follow through. If the customer doesn’t bother that is more potential revenue lost.

So how does this organisation look to the browsing customer?
Pretty awful to say the least.

We know why this is so. Organisations like this are focused on measuring Outputs, rather than measures of Successful Customer Outcomes. If it is so obvious why is it so many persist in this Failure-Demand cycle?

Because they are measuring the wrong things.
And guess what? Yes, they will have automated those measurements and put them on fancy management dashboards so everyone can feel happy. Except the customer of course. But what does that matter?

In Part Three – a big reveal. A couple of techniques that will help shape Successful Customer Outcomes brought to you from companies like Amazon, Zara, Zappos and Emirates.

Now, please remember if you pay people to do dumb stuff they will get really smart at it.

Join our upcoming Coaching and Accreditation sessions online, LIVE & Interactive

Do you want to embrace advanced Customer Centric thinking and become Outside-In?

I have just done a 3 minute explainer video for Outside-In – see it here: https://bit.ly/OIDifference

Then follow these steps….

Step #1 – Get The Book:
Outside-In The Secret *FREE* | https://bit.ly/OI2021now

Step #2 – Get The Training:
Certified Outside-In Master® | https://bit.ly/COIM2021
Certified Process Professional Master®  | https://bit.ly/CPPM21
Accredited Customer Experience Master®  | https://bit.ly/ACXM2021

Step #3 – Get the Software:
Parallel | https://bit.ly/Parallel2021

Step #4 – Connect With The Community:
LinkedIn | https://bit.ly/Steve2021

Step #5 – Keep Pace with Change
Recent Interview | http://bit.ly/STInnovation

Step #6 – New Article – Customer Obsession 
LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

Qualifications in Customer Experience 2021 🥉

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CX Qualification in 2021 – review here ✅

A summary with links…

Download the PDF version: https://www.dropbox.com/s/cjmzivamdln711y/GlobalCX_courses_2021.pdf?dl=0

Beginner classes… (scroll down for Advanced classes)

Name of CourseAccredited Customer Experience Specialist (ACXS)Accredited Customer Experience Professional (ACXP)
Course OutlineA new customer experience training and certification program designed specifically for customer experience professionals who need powerfully simple and immediately impactful tools, techniques, frameworks and mindsets that when applied will radically improve the experience that their company delivers to their customers, gaining a lasting advantage in their industry. Now available online, on demand, on your terms. Modular covers the themes of Customer Categorisation, Reframing from Inside-out (Industrial Age) to Outside-In (Customer Age), Includes Successful Customer Outcomes and developing the CX justification and frameworks for Success.
Duration3 Days2 Days
Presentation TypeVideo on DemandInroom or Live Online, Open or Inhouse
Accredited or NotYesYes
Date of Exam (All)No Exam – Practical Exercise based reviewed by Coach * 
Link to Access course detailshttps://bit.ly/ACXS2021https://bit.ly/ACXMaster
   
Year inaugrated20182015
Delivery (all programs)Direct with the BP Group and Global Partner network (124 countries with 40+ partners)

Advanced Classes (scroll to the top to see beginner classes)

Name of CourseAccredited Customer Experience Master (ACXM)Accredited Customer Experience Champion (ACXC)
Course OutlineBuilds on the ACXP to include modules  reviewing CX Innovation, CX ROI and Winning the Triple Crown, CX Lifecycle – The ABACUS Framework ,  The Customer Performance Landscape, CX Maturity, CX Dashboard – Connecting the Dots – from the front line to the board room, CX Attitude, Behaviour and Culture, Developing tomorrows enterprise – Teams & Structures and the CX Launch Pad – Where to Start and North Star Alignment with the CX Management Office (includes digitization)Builds on the ACXM and covers the themes of Enterprise CX Transformation through the lens of CX Strategy (what is Next Practice, what models are proven and successful, and how CX delivery is fundamentally different) Leadership looks at the practical approaches developed in winning organisations and distills Best Practices. Finally we cover CX Execution. How to scale from singular experiences and processes to a complete ecosystem
Duration4 days (includes ACXP)3 days
Presentation TypeInroom or Live Online, Open or InhouseInroom or Live Online, Open or Inhouse
Accredited or NotYesYes
Date of Exam (All)  
Link to Access course detailshttps://bit.ly/ACXMasterhttps://bit.ly/ACXC2021
   
Year inaugrated20152016

Download the PDF version: https://www.dropbox.com/s/cjmzivamdln711y/GlobalCX_courses_2021.pdf?dl=0

Recent Testimonials

Thank you for your great work and knowledge that you so openly share #thankyou #acxm🙏🏽 Kamani Naidoo, South Africa

Thank you Steve Towers for an awesome week of masterful learning.
Can’t wait to attend your next class! Victoria Weaver, United States

Wow!!! Thank you so much for all the foundation that you have laid for this great achievement at different levels of my career life. I will forever be grateful for your contributions in this regard! Stay Blessed!!!
Mashaba Mulaudzi, South Africa

Let me take this opportunity to thank Mr Steve. Your teachings are timeless and they stick perfectly and forever in our minds. We shall never forget you wherever we find ourselves on this planet. Thank you so much, Steve 🙏
Benignus Otmar, Tanzania

Thanks Steve for such an excellent program, the dedicated manner you use to share with us your wonderful knowledge and wisdom in CX, and time to response all our questions! God bless you, thanks a lot!
Yanese Angeles, Dominican Republic

Thanks again Steve. Not only have you been a fantastic mentor to me but you have taught me how to mentor others. Thanks for being so supportive and getting me through. Chandan Chhabra, Delhi, India

Another fantastic learning, personal and professional development experience with you! Lyall Shapiro, Australia

Do you want to embrace advanced Customer Centric thinking and become Outside-In?

I have just done a 3 minute explainer video for Outside-In – see it here: https://bit.ly/OIDifference

Then follow these steps….

Step #1 – Get The Book:
Outside-In The Secret *FREE* | https://bit.ly/OI2021now

Step #2 – Get The Training:
Certified Outside-In Master® | https://bit.ly/COIM2021
Certified Process Professional Master®  | https://bit.ly/CPPM21
Accredited Customer Experience Master®  | https://bit.ly/ACXM2021

Step #3 – Get the Software:
Parallel | https://bit.ly/Parallel2021

Step #4 – Connect With The Community:
LinkedIn | https://bit.ly/Steve2021

Step #5 – Keep Pace with Change
Recent Interview | http://bit.ly/STInnovation

Step #6 – New Article – Customer Obsession 
LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN