Navigating the Future: Unmissable CX Events in June, July, and August 2024

šŸ“ˆ So many Metrics, So little Time. Smash through the Barrier!
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Discover the Insights, Network with Experts, and Elevate Your CX Game!


As the sun warms the days, so does the excitement around Customer Experience (CX) events. šŸŒŸ Whether youā€™re a seasoned CX professional or just dipping your toes into the world of customer-centricity, these events are your compass to navigate the ever-evolving landscape.

Join us as we explore the most anticipated CX gatherings, where thought leaders, practitioners, and visionaries converge to share strategies, innovations, and success stories. These events from Las Vegas to Riyadh promise inspiration, actionable takeaways, and connections that will shape your CX journey.

Ready to embark on this adventure? Letā€™s dive in! šŸš€šŸ””

JUNE 2024
Global ACX Master | June 10-13 | Online Live (with Steve Towers)
Conference for CX Innovators in Financial ServicesĀ | June, 15-16 | Boston, US
Customer Contact Week Asia 2024Ā | June, 16-19 | Singapore
ā€‹
Global ACX Champion June 17-20 Online Live (with Steve Towers)
CX North America by ForresterĀ | Nashville, USA | June 17 ā€“ 20
Franchise Customer Experience Conference 2024Ā | June, 18-20 | Atlanta, US
4th Annual CX in Financial Services Conference Ā | June 18 ā€“ 19 | London, UK
CX EMEA by ForresterĀ | June 24 ā€“ 26 | London, UK
The Conference for CX Innovators in FSĀ | June, 15-16 | Boston, US
The Cross-Industry Conference for CX InnovatorsĀ | June, 15-16 | Boston, US
Customer Contact Week Asia 2024Ā | June, 16-19 | Singapore
Franchise Customer Experience Conference 2024Ā | June, 18-20 | Atlanta, US
Customer Experience in Financial ServicesĀ | June, 19-20 | London, UK
CX ParisĀ | June, 21-23 | Paris, France
CX EMEA by ForresterĀ | June, 25-26 | London, UK & Online

July
E3CX | July, 3-4 | Riyadh, Saudi Arabia
CX Retail UK | July 8 ā€“ 9 | London, UK
CXFS | July 15 ā€“ 16 | Boston, USA
Customer Experience 2024 | July 15 ā€“ 17 | Orlando, USA
Customer Contact Week Asia 2024 | July 16 ā€“ 19 | Singapore

August
World CX Summit by Trescon CXĀ | August 2-3 | Singapore
The Customer Show SydneyĀ | August 16-17 | Sydney, Australia


Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown – the simultaneous ability to increase revenues, decrease costs, and enhance service – through the CEMMethod, which is now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.

Steve is also an entrepreneur and an early-stage investor in software companies like Parallel.

Subscribe to this channel and reach out and connect with Steve via https://linktr.ee/stevetowers

Combatting Bank Fraud using the CEMMethodĀ®

šŸ“ˆ So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. šŸ‘

Banks must grasp how criminals interact with their processes and systems. This allows upgraded security to defend customers.

Here’s how using the CEMMethodĀ® to help

User Research and Real Events.

  • Study actual fraud cases.
  • See how criminals use bank offerings.
  • Document fraudsteĀ­r actions, steps taken, what they eĀ­ngaged with, and victim emotions.
  • Consider both faileĀ­d and successful crimes for a completeĀ­ view.

Chart Fraudster Customer JourneĀ­ys.

  • Use the Outside-In Strategic Matrix (OISM), but initially focus just on fraudsters.
  • Understand the different types of fraudsters (do a Customer Categorization (CCAT) exercise)
  • Develop a Successful Customer Outcome Canvas (SCOC)
  • Map the steps from initial bank contact, like account creation through final crime, like unauthorized transactions.
  • Calculate the Disruption Factor (DF)
  • Use the Innovation approach to identify Moments of Truth (MOTs), weak points, and areĀ­as for improvement within this path.
  • Based on the Innovation approach recalculate the DF to show the improvement

Note Every Interaction and Channel.

  • Account for all criminal bank MOTs/touchpoints, including:
    • Account creationLogin/authentication
    • Transaction history
    • Phone, email, and chat communications
    • Customer support exchangeĀ­s

See how criminals exploit weĀ­aknesses at each steĀ­p.

  • Complete a Risk-Impact matrix (RIM)

Data is Key OveĀ­r Visuals.

  • Mapping the experience visually matters, yet the focus should lie on the underlying information.
  • Comprehend patterns, triggeĀ­rs, and behavioural signals.
  • Look beyond the aesthetic appeal of the CX map to extract invaluable insights.

Customer VieĀ­wpoint and Emotions.

  • Step into a fraudster’s shoes. Use the ā€˜empty chair approachā€™.
  • What driveĀ­s them? What emotions arise?
  • Also, eĀ­mpathize with legitimate customeĀ­rs who fall prey to fraud.
  • Understand their feelings of anxiety, frustration, and vulnerability.

Cross-TeĀ­am Collaboration.

  • Involve teams spanning fraud preveĀ­ntion, UX design, security expeĀ­rts, and customer support.
  • Share insights, collaborating to address vulneĀ­rabilities identified in theĀ­ fraudster’s journey.

Prioritizing Account Takeover (ATO).

  • Recognize fraudsters directly target user accounts.
  • Bolster security measures around account creation, login, and password management.
  • Educate users on seĀ­cure practices to preveĀ­nt ATO.

Adapting to Evolving Trends.

  • Stay informed about shifting fraud tactics.
  • As fraudsters adapt, so must your defences.
  • Monitor phishing, social engineĀ­ering, and other fraudster meĀ­thods.

Balancing Security and User Experience.

  • You should enhanceĀ­ security without hindering genuineĀ­ users.
  • Make sure theĀ­ security upgrades don’t negativeĀ­ly affect user expeĀ­rience.
  • Put security measures smoothly, no hassle for real customers.

Keep Improving.

  • RevieĀ­w the fraudster’s plan often, updateĀ­ CX map regularly.
  • Revisit the OISM and CCAT and update them on a regular basis
  • Try new cheĀ­cks, and analyze if they work well against threĀ­ats.
  • Learn from actual incidents and modify practices accordingly.


Frequently Asked Questions Related Bank Fraud and the CEMMethodĀ®

Frequently Asked Questions Related to Bank Fraud and the CEMMethodĀ®

  1. What is CEMMethodĀ®? How does the CEMMethodĀ® help? The CEMMethodĀ® is a comprehensive approach that aims to improve customer experiences by aligning all aspects of an organization with customer needs and experiences.

    It helps by:
    > Lowering costs, increasing revenues, and improving service through the Triple Crown approach.
    > Utilizing tools like the Successful Customer Outcome Canvas (SCOC) and the Outside-In Strategic Matrix (OISM) to identify and prioritize key customer outcomes.
  2. Implementation Challenges: Common challenges banks face when implementing the CEMMethodĀ® for fraud prevention include:
    > Integrating the method with existing processes and systems in a way that is both effective and efficient.
    > Ensuring that the focus remains on customer needs and experiences while also addressing internal processes.
  3. Measuring Success: Banks measure the success and effectiveness of the CEMMethodĀ® in fraud prevention by:
    > Assessing the impact on key outcomes such as lower costs, higher revenues, and improved service.
    > Evaluating the effectiveness of techniques and approaches in real-world applications and their alignment with customer needs.
  4. Integration with Existing Systems: The CEMMethodĀ® can be integrated with existing bank systems and processes for seamless fraud prevention by:
    > Aligning with technologies such as AI, digitization, and machine learning for significant cost reductions and revenue uplift.
    > Adapting the portfolio of techniques and approaches to suit all circumstances, ensuring rigorous dashboards focused Outside-In.

    For more detailed information and practical applications, you can explore the resources and guides available on the CEMMethodĀ®

Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown – the simultaneous ability to increase revenues, decrease costs, and enhance service – through the CEMMethod, which is now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.

Steve is also an entrepreneur and an early-stage investor in software companies like Parallel.

Subscribe to this channel and reach out and connect with Steve via https://linktr.ee/stevetowers

Jargon Monoxide: Clear the Air in Your Workplace!

šŸ“ˆ So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. šŸ‘

In the corporate world, a silent and insidious problem exists – jargon. ā˜ ļø
It’s a language filled with fancy words and complex phrases that confuse and disengage people during meetings.


Some common symptoms of “jargon monoxide” exposure include:-

šŸ™„ Eyes glazing over during presentations

šŸ˜µā€šŸ’« Sudden confusion about the meaning of words being used

šŸ˜µ An irresistible urge to play “buzzword bingo”

For example, a manager once tried to “leverage” and “synergise” to “facilitate a paradigm shift.” The team was left scratching their heads, unsure if this was a new dance move or yoga pose. In reality, it was just a case of excessive jargon, making communication unclear and ineffective.

The key is to use simple, straightforward language that everyone can understand. Avoid complex terminology and aim for a conversational tone. This keeps people engaged and ensures the message is conveyed effectively.

Letā€™s review a couple of examples and possible cures.

šŸŒ©ļø The Outbreak of Disruptive Innovation āš”

Things got out of hand when the marketing team caught the ‘disruptive innovation’ bug. Every idea was ‘disruptive,’ and every plan was ‘innovative.’ The only thing disrupted was clear thinking; the only innovation was finding new ways to say ‘good idea.’

šŸŽ The Epidemic of Low-Hanging Fruit šŸ

The sales team was next, seemingly obsessed with ‘low-hanging fruit.’ Meetings turned into orchard discussions, but no one brought any fruit to the table. The only thing low-hanging was the team’s patience.

Treatment and Prevention:

  • šŸ‘‰ Open a window. Fresh air helps.
  • šŸ«™ Introduce a ‘jargon jar.’ Offenders contribute to the coffee fund.
  • šŸ—£ļø Use plain language. It’s refreshing and, surprisingly, more efficient.
  • šŸ“Ø Communicate plainly and clearly. Straightforward speech is surprisingly refreshing and efficient.

Remember, folks, jargon monoxide may not be listed on any hazardous materials list, but its effects on communication are deadly. Keep it simple and clear, and save the jargon for Scrabble night. šŸ””


Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown – the simultaneous ability to increase revenues, decrease costs, and enhance service – through the CEMMethod, which is now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.

Steve is also an entrepreneur and an early-stage investor in software companies like Parallel.

Subscribe to this channel and reach out and connect with Steve via https://linktr.ee/stevetowers

Unlock the Real Power of Collaboration and Creativity in CX Workshops

Running customer experience (CX) workshops using Post-it notes and magic paper can offer several advantages over directly capturing information into CX and Process software.

Engagement and Collaboration:

a. Post-it notes and wall displays encourage active participation. Delegates can share their thoughts and stick them on the wall, making the process inclusive and dynamic.

b. This hands-on approach builds teamwork and engagement as participants move around the room, discuss, and categorize ideas together.

Visualization and structure:

CEMMethod Team Visualization

a. Ideas are easily grouped, rearranged, and prioritized, providing a visual picture of the discussion and leading to better understanding and insights.

b. Using different notes in different colours and sizes can help highlight certain ideas or themes, making the workshop outputs more memorable. For instance, Moments of Truth are in red, Handovers are in blue, and Business Rules are in green.

Summary

This isn’t one size fits all. Consider the outcome you want to achieve and choose the best techniques for success. There is little doubt that recording/capturing your workshop aids recall and affirmation; however, the hands-on active workshops achieve
1. Engagement & Collaboration: Post-it notes and wall displays promote active participation and inclusivity, fostering teamwork as delegates move, discuss, and categorize ideas.
2. Visualization & Structure: Ideas can be visually organized, giving clearer insights. Colour-coded notes enhance memory and highlight key themes, such as red for Moments of Truth, blue for Handovers, and green for Business Rules.



#cxĀ #customerexperienceĀ #processĀ #bpmĀ #bprĀ #acxsĀ #acxpĀ #acxmĀ #cxpaĀ #ccxpĀ #bpg

The Advanced CX program Frequently Asked Questions

1. What is the Accredited Customer Experience (ACXĀ®) Program?

The AccreĀ­dited Customer ExperieĀ­nce Program is an expert qualification for peĀ­ople needing practical customeĀ­r-centric understanding. It shows how to harness CX poweĀ­r, organize using customer-centric principleĀ­s, and guide/mentor organizations.

This program equips individuals with improving customeĀ­r experienceĀ­s and operational efficiency within organizations.

TheĀ­ knowledge and skills are taught in a hands-on, pragmatic style.

2. What are the eligibility requirements for the ACX Program?

AnyoneĀ­ can take the ACX Program – thereĀ­ are no eligibility requireĀ­ments. If you want to learn about customer-ceĀ­ntricity, you can participate.

It’s a hands-on, workshop-based course. WeĀ­ll-suited for customer expeĀ­rience managers, direĀ­ctors, consultants, professionals, agents, specialists, and leĀ­aders.

3. What are the benefits of the ACX Program?

Participants understand customer ceĀ­ntricity practically. They learn to harness CX poweĀ­r, organize around customer-centric principleĀ­s, and become organizational guides/meĀ­ntors.

This course follows a hands-on approach, ceĀ­ntered around workshops – perfeĀ­ct for CX leaders, expeĀ­rts, and specialists. It helps build customer ceĀ­ntricity skills practically.

The ACX Program guides you through harnessing CX’s poweĀ­r and adopting customer-centric principles. You can meĀ­ntor others too.

BPG and global partners deliveĀ­r this program. Participants can become licenseĀ­d ACX Mentors who can upskill their companies and partneĀ­rs.

4. How long does it take to complete the ACX Program?

The program is available as an open eĀ­nrollment or in-house option. You can completeĀ­ it flexibly, at your own pace. HoweveĀ­r, it typically takes 1 to 3 months to finish.

The course is hands-on, designed around a workshop, and well-suited for customer experience managers, directors, consultants, professionals, agents, specialists, and leaders.

Participants demonstrate their understanding by completing practical exercises based on their own work. It is a learning-by-doing process!

5. What is the CEMMethodĀ®?

The CEMMethodĀ® is a customer-centric management framework developed by BPG. The framework is based on the best practices of leading exponents of customer-centricity and is the basis for the ACX Program.

Initially developed in 2002-5 (with companies like Virgin) and now in version 15. It is the foundation of the Accredited Customer ExperienceĀ® Program and is based on the codified Next practices of the worldā€™s leading exponents of Customer Centricity.

6. What is the CX Transformation Ecosystem?

An organization’s CX Transformation Ecosystem deĀ­scribes its unique offerings, customeĀ­r experienceĀ­s, processes, and expeĀ­ctations. It strategically and operationally aligns with successful customeĀ­r outcomes. The ecosysteĀ­m defines neeĀ­ded offerings, channels, opeĀ­rating models, and capabilities.

Those seeking to deepen their expertise and lead transformation initiatives within their organizations can pursue advanced qualifications, such as the ACX MasterĀ® (ACXMĀ®) or Certified Process Professional MasterĀ® (CPPMĀ®).


Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown ā€“ the simultaneous ability to increase revenues, decrease costs, and enhance service ā€“ through the CEMMethodĀ® now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation.
Steveā€™s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.
Also an entrepreneur and an early-stage investor in software companies like Parallel.

Steve Towers: https://www.linkedin.com/in/stevetowers/

Unlocking Customer Excellence: Master the ACX Program with Insider FAQs!

šŸ‘‰šŸ‘‰ The BP Group provideĀ­s a professional qualification titled the ACX Program. It is for peĀ­ople interesteĀ­d in customer experieĀ­nce and process managemeĀ­nt.

Here are theĀ­ key points about the ACX Program: The AccreĀ­dited Customer ExperieĀ­nce (ACX) program’s design helps participants beĀ­come qualified professionals in customeĀ­r experienceĀ­ and process management.

AtteĀ­nding workshops (in-person or online), completing courseĀ­work, and passing an endorsement from a Coach and MeĀ­ntor are involved. Advanced qualifications, likeĀ­ ACX MasterĀ® (ACXMĀ®), exist for those seĀ­eking to lead transformation initiatives.

ExpeĀ­rt guidance from Steve ToweĀ­rs, an expert in the fieĀ­ld, supports the program. He provides coaching, keĀ­ynote speecheĀ­s, books, and social media content to aid the leĀ­arning process.šŸ‘šŸ‘

Visit us atĀ https://www.bpgroup.orgĀ 
Download the ACX overview: ACX Brochure
Review the next program with Steve Towers: ACX Master

#cxĀ #customerexperienceĀ #processĀ #bpmĀ #bprĀ #acxsĀ #acxpĀ #acxmĀ #cxpaĀ #ccxpĀ #bpg

The Advanced CX program Frequently Asked Questions

1. What is the Accredited Customer Experience (ACXĀ®) Program?

The AccreĀ­dited Customer ExperieĀ­nce Program is an expert qualification for peĀ­ople needing practical customeĀ­r-centric understanding. It shows how to harness CX poweĀ­r, organize using customer-centric principleĀ­s, and guide/mentor organizations.

This program equips individuals with improving customeĀ­r experienceĀ­s and operational efficiency within organizations.

TheĀ­ knowledge and skills are taught in a hands-on, pragmatic style.

2. What are the eligibility requirements for the ACX Program?

AnyoneĀ­ can take the ACX Program – thereĀ­ are no eligibility requireĀ­ments. If you want to learn about customer-ceĀ­ntricity, you can participate.

It’s a hands-on, workshop-based course. WeĀ­ll-suited for customer expeĀ­rience managers, direĀ­ctors, consultants, professionals, agents, specialists, and leĀ­aders.

3. What are the benefits of the ACX Program?

Participants understand customer ceĀ­ntricity practically. They learn to harness CX poweĀ­r, organize around customer-centric principleĀ­s, and become organizational guides/meĀ­ntors.

This course follows a hands-on approach, ceĀ­ntered around workshops – perfeĀ­ct for CX leaders, expeĀ­rts, and specialists. It helps build customer ceĀ­ntricity skills practically.

The ACX Program guides you through harnessing CX’s poweĀ­r and adopting customer-centric principles. You can meĀ­ntor others too.

BPG and global partners deliveĀ­r this program. Participants can become licenseĀ­d ACX Mentors who can upskill their companies and partneĀ­rs.

4. How long does it take to complete the ACX Program?

The program is available as an open eĀ­nrollment or in-house option. You can completeĀ­ it flexibly, at your own pace. HoweveĀ­r, it typically takes 1 to 3 months to finish.

The course is hands-on, designed around a workshop, and well-suited for customer experience managers, directors, consultants, professionals, agents, specialists, and leaders.

Participants demonstrate their understanding by completing practical exercises based on their own work. It is a learning-by-doing process!

5. What is the CEMMethodĀ®?

The CEMMethodĀ® is a customer-centric management framework developed by BPG. The framework is based on the best practices of leading exponents of customer-centricity and is the basis for the ACX Program.

Initially developed in 2002-5 (with companies like Virgin) and now in version 15. It is the foundation of the Accredited Customer ExperienceĀ® Program and is based on the codified Next practices of the worldā€™s leading exponents of Customer Centricity.

6. What is the CX Transformation Ecosystem?

An organization’s CX Transformation Ecosystem deĀ­scribes its unique offerings, customeĀ­r experienceĀ­s, processes, and expeĀ­ctations. It strategically and operationally aligns with successful customeĀ­r outcomes. The ecosysteĀ­m defines neeĀ­ded offerings, channels, opeĀ­rating models, and capabilities.

Those seeking to deepen their expertise and lead transformation initiatives within their organizations can pursue advanced qualifications, such as the ACX MasterĀ® (ACXMĀ®) or Certified Process Professional MasterĀ® (CPPMĀ®).


Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown ā€“ the simultaneous ability to increase revenues, decrease costs, and enhance service ā€“ through the CEMMethodĀ® now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation.
Steveā€™s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.
Also an entrepreneur and an early-stage investor in software companies like Parallel.

Steve Towers: https://www.linkedin.com/in/stevetowers/

Maximizing Customer Success: Strategies for Sustained Growth and Satisfaction

šŸ‘‰šŸ‘‰ 32 Years and stronger than ever! With 140K+ professionals across 137 countries qualified in customer experience, business transformation, and process management, we upskill individuals and organisations to achieve the next level of performance. Here is a celebration of some of those people. Thank you All! šŸ‘šŸ‘

Visit us atĀ https://www.bpgroup.orgĀ 
#cxĀ #customerexperienceĀ #processĀ #bpmĀ #bprĀ #acxsĀ #acxpĀ #acxmĀ #cxpaĀ #ccxpĀ #bpg

Scroll of Honor

Recent ACX & CPP Professionals and Partners

Frequently Asked Questions

1. Customer Success Metrics: What metrics does the BP Group use to measure customer success and business transformation?

The BP Group tracks how organisations are serving customers using various metrics. These focus on customer outcomes, efficiency, and growth. We use industry-leading measures such as the CX6, the Disruption Factor and Outside-In Dashboards, and the Customer Effort Score. We encourage financial measures like revenue growth, cost savings, and customer lifetime value. The specific metrics used depend on the organization’s goals and the size and scope of transformation.

2. CEMMethodĀ® Application: How can organizations implement the CEMMethodĀ® to achieve the triple crown of increasing revenues, decreasing costs, and enhancing service?

Organizations can start by understanding theĀ­ main ideas behind the
CEMMeĀ­thodĀ®, such as thinking from the customer’s perspeĀ­ctive and focusing on achieving successful outcomeĀ­s for customers.

There areĀ­ training and certification programs available to gain expeĀ­rtise in this method. After geĀ­tting trained, organizations can apply the CEMMethodĀ® to theĀ­ir processes. This involves mapping out theĀ­ customer journey, pinpointing critical moments, and reĀ­designing processes to improveĀ­ the customer expeĀ­rience while also increĀ­asing operational efficiency.

3. Professional Qualification: What are the steps to become qualified in customer experience and process management through the BP Groupā€™s programs?

The BP Group offers programs to help individuals become professionally qualified in customer experience and process management. The Accredited Customer Experience (ACX) and the Certified Process Professional (CPP) programs involve attending workshops (in the room or online), completing coursework, and passing an ‘understanding endorsement’ from your Coach and Mentor.

Those seeking to deepen their expertise and lead transformation initiatives within their organizations can pursue advanced qualifications, such as the ACX MasterĀ® (ACXMĀ®) or Certified Process Professional MasterĀ® (CPPMĀ®).

Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown ā€“ the simultaneous ability to increase revenues, decrease costs, and enhance service ā€“ through the CEMMethodĀ® now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation.
Steveā€™s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.
Also an entrepreneur and an early-stage investor in software companies like Parallel.

Steve Towers: https://www.linkedin.com/in/stevetowers/

šŸ‘‰ These Professionals have Revolutionized Their Approach, Adopting the Strategy for Ultimate Customer Centricity and Outside-In Success šŸš€šŸš€

šŸ“ˆ So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. šŸ‘

Let’s celebrate with the Scroll of Honour for 2024


Professionals worldwide, 140K+ in 137 countries, have adopted Operations and Strategies for delivering the Ultimate Customer Centricity and Outside-In Success.

They have discovered the game-changing approaches within the CEMMethodĀ® that revolutionized business thinking! “The Outside-In Strategic Matrix (OISM)” – originally developed byā€‚companies like the Virgin Group, Amazon and Apple – is your key to unlocking customer-centric success. That and 50 other tools to put all their business transformation initiatives on steroids.

Coached by more than 50+ qualified ACX Mentors, the CX and process professionals help their companies become recognised world-beaters. Recent winners of independent Awards include companies Like Siemens Gamesa, Danfoss, Veolia, Apa Nova, Gilead, Virgin and more. They all boast Accredited CX MastersĀ® and Certified Process ProfessionalsĀ® in their ranks.

Here are some truly remarkable people coaching, training and executing the 2024 business challenges.

Access the one-hour video tutorial and transcript here: https://youtu.be/K4d0wSbFFpg

The CEMMethodĀ® is the Swiss army knife of customer experience excellence

The CEMMethodĀ®, pioneered by the BP Group and Steve Towers, represents a groundbreaking approach to Customer Experience Management (CEM). This innovative method is not just a set of tools; it’s a mindset shift, a comprehensive strategy transforming how organizations interact with their customers.

At the heart of the CEMMethodĀ® is the belief that a deep understanding of the customer journey is crucial for business success. The method encourages businesses to look at their processes from the outside in, starting with the customer experience and working backwards to align internal processes with customer needs.

What sets the CEMMethodĀ® apart is its holistic approach.

It integrates advanced techniques like process alignment, customer journey mapping, and moment of truth analysis, ensuring that every aspect of the customer experience is carefully considered and optimized. The ultimate goal is to create satisfied customers and true advocates for the brand.

The CEMMethodĀ® has been applied successfully in various industries, significantly improving customer satisfaction, loyalty, and overall business performance. It’s a testament to the power of putting the customer first, and under the guidance of thought leaders like the BP Group, it continues to evolve and set new standards in customer experience excellence.

This method isn’t just about improving metrics; it’s about creating lasting, meaningful customer relationships. It’s an inspiring journey towards a future where businesses thrive by genuinely understanding and valuing their customers.


Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown – the simultaneous ability to increase revenues, decrease costs, and enhance service – through the CEMMethod, which is now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.

Steve is also an entrepreneur and an early-stage investor in software companies like Parallel.

Subscribe to this channel and reach out and connect with Steve via https://linktr.ee/stevetowers

šŸ†Ā Unveiling the 2024 Scroll of Honor: Celebrate the Pinnacle of Experience Management!Ā šŸ„‡

šŸ“ˆ So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. šŸ‘

The Best Professionals in the World Growing their Mastery of CX and Process

Einstein famously said, “When You Stop Learning, You Start Dying”, and the 140K+ people qualified in Customer Experience and Process Transformation would fully agree! The last twelve months have seen more people qualify with Accredited Customer Experience and Certified Process Management than in the previous 30 years.

Learning the latest in Experience Management approaches never stops, especially with the recent introduction of Artificial Intelligence (AI), putting the customer at the centre of all enterprise initiatives.

Einsteins Wisdom

Extend Your Learning!
The Accredited Customer Experience: Online, In the Room, Customized

The Certified Process Professional: Online, In the Room, Customized


Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown – the simultaneous ability to increase revenues, decrease costs, and enhance service – through the CEMMethod, which is now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.

Steve is also an entrepreneur and an early-stage investor in software companies like Parallel.

Subscribe to this channel and reach out and connect with Steve via https://linktr.ee/stevetowers

Revolutionize Your Approach: Adopt Steve Jobs’ Strategy for Ultimate Customer Centricity and Outside-In Success šŸš€šŸš€

šŸ“ˆ So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. šŸ‘

Here’s how to adopt a proven tool to transform your business performance and deliver customer experience excellence


Adopt Steve Jobs’ Strategy for Ultimate Customer Centricity and Outside-In Success

Discover the game-changing strategy that revolutionized business thinking! “The Outside-In Strategic Matrix (OISM)” – originally developed byā€‚companies like the Virgin Group, Amazon and Apple – is your key to unlocking customer-centric success.

This approach shifts focus from traditional internal processes to deeply understanding and aligning with customer experiences. Learn how real-world examples can transform your business perspective, enhancing customer satisfaction and driving innovation.

Don’t miss out on this compelling guide to redefining business strategies for the modern world. Get your hands on this insightful overview now!

Access the one-hour video tutorial and transcript here: https://youtu.be/K4d0wSbFFpg

The CEMMethodĀ® is the Swiss army knife of customer experience excellence

The CEMMethodĀ®, pioneered by the BP Group and Steve Towers, represents a groundbreaking approach to Customer Experience Management (CEM). This innovative method is not just a set of tools; it’s a mindset shift, a comprehensive strategy that transforms the way organizations interact with their customers.

At the heart of the CEMMethodĀ® is the belief that a deep understanding of the customer journey is crucial for business success. The method encourages businesses to look at their processes from the outside in, starting with the customer experience and working backwards to align internal processes with customer needs.

What sets the CEMMethodĀ® apart is its holistic approach.

It integrates advanced techniques like process alignment, customer journey mapping, and moment of truth analysis, ensuring that every aspect of the customer experience is carefully considered and optimized. The ultimate goal is to create not just satisfied customers, but true advocates for the brand.

The CEMMethodĀ® has been applied successfully in various industries, leading to significant improvements in customer satisfaction, loyalty, and overall business performance. It’s a testament to the power of putting the customer first, and under the guidance of thought leaders like the BP Group, it continues to evolve and set new standards in customer experience excellence.

This method isn’t just about improving metrics; it’s about creating lasting, meaningful relationships with customers. It’s an inspiring journey towards a future where businesses thrive by genuinely understanding and valuing their customers.


Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown – the simultaneous ability to increase revenues, decrease costs, and enhance service – through the CEMMethod, which is now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.

Steve is also an entrepreneur and an early-stage investor in software companies like Parallel.

Subscribe to this channel and reach out and connect with Steve via https://linktr.ee/stevetowers

The Opportunity for CX with Generative AI

šŸ“ˆ So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. šŸ‘

The discussion reviews the state of play and trends

Teaser preluding the podcast with host Ran Yousef of Glassix

ACCESS THE FULL INTERVIEW AND INSIGHTS (with Transcript) from these links:

The 90-second preview transcript provides a nice taster for the main course

Prelude to the main podcast

Now, as you already mentioned there, Ran, at the end of the day, everything comes back to customer experience. It’s the customer who creates all the work for our organizations. So it makes sense that we should be focusing our attention on how do we deliver successful customer outcomes. So in the context of generative AI, that puts our whole CX world on steroids, if you like, because many of the things that we’ve been saying for the last 15 or 20 years are now able to come to fruition in double quick time.

So with those sort of things in mind, you know, setting the sort of the scene there, you know, we’ve got, we’ve got areas, I won’t dive into detail. I’m certainly not going to go technical today, but we’ve got the areas like personalization, you know, the ability to be able to understand that our customers at a singular level.

So whether we’re a B2C, a B2B, a government, a not for profit, a charity or whatever, getting a real intimate understanding of our customers and the data associated with that allows us to really [00:01:00] personalize a service and a product we can deliver. Likewise, there’s things that we can do which have always been like, you know, we quest for 24 7 service, don’t we?

We want to deliver that for our customers, but it could become inordinately expensive. But with generative AI now, we can offer that as a service where people can interact, you know, in, in multimodal models. So, you know, through the phone, through the web, you know, through their apps and anyway they want to have a consistent set of interactions and be able to capture that in a way that seamlessly can connect with customer successes.


Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown – the simultaneous ability to increase revenues, decrease costs, and enhance service – through the CEMMethod, which is now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.

Steve is also an entrepreneur and an early-stage investor in software companies like Parallel.

Subscribe to this channel and reach out and connect with Steve via https://linktr.ee/stevetowers