CX Metrics are being abused and misused… see how the road to hell may be paved with good intentions.
You may be doing things right, but are you doing the right things?
Tag: CX
CX is a Team Sport. Are You Ready To Win Big?
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 general. Many view their organizations as part of a highly competitive team sport. It is perplexing, then, that Customer Experience (CX) adoption has not been more rapid and widespread[RN2]. Great CX requires every player on the team to understand how their role contributes to success, and play within the system, adapting quickly to evolving customer needs.
Too often, CX efforts are relegated to reliance on fragile subjective metrics like NPS. So much so that the original inventor of NPS, Fred Reichheld, says ‘I had no idea how many people would mess with the score to bend it, to make it serve their selfish objectives’. This has led to leaders’ belief that #CX is disconnected from the reality of daily business, the product of people great at talking but not walking.
There has never been a better, more pressing, time to get more scientific about CX.
To build long-term success, CX programs must deliver business results by catalyzing forward-facing, objective, and connected measurement systems. CX leaders must help organizational decision-makers to “connect the dots” and appreciate the role everyone has to play in delivering successful customer outcomes.
The BP Group’s North Star is indeed this upskilling of practitioners, professionals, and masters of Customer Experience. We teach an underpinning approach that has been tried, tested, and deployed in leading global corporations which aims to educate, inform and deliver immediate results that both charm senior leaders, excite customers, and consistently deliver growing shareholder value.
CX is indeed a team sport – let’s play it to win.
You can Review the program here: https://bit.ly/ACXP2022.
Do you want to embrace advanced Customer-Centric thinking and become Outside-In?
👉 Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59
👉 Step #2 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now
👉 Step #3 – Connect With The Community: https://linktr.ee/SteveTowers
👉 Step #4 – Keep Pace with Change: Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023
👉 Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)
BP Group Annual Survey: FIVE significant CX Challenges and the Emerging Next Practices
Introduction and Background
The 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 distilled them down to five with subsequent deeper dives to explore how people were meeting and overcoming the challenges.
Over the next six weeks, we will review each of the main challenges and the emergent Next Practices to overcome.
The Five CX Challenges (and Next Practices)
Here is a summary of the major findings:
Customers Have Changed Forever
https://bit.ly/BPGSurveyW1
CX Metrics Are Just Not Good Enough
https://bit.ly/BPGSurveyW2
Mindsets Are Getting In The Way
https://bit.ly/BPGSurveyW3
Too Much Theory, too Little Delivery
https://bit.ly/BPGSurveyW4
Communication is an Enormous Problem
https://bit.ly/BPGSurvey_W5
Watch the complete webinar and
Download the resources
(slides, transcripts, etc):
Join ‘Five Challenges (and Next Practices)’: https://cemnext.com/cx5registration
Review the LIVE Program that codifies the ‘Next Practices’: https://bit.ly/GCCACXP
Do you want to embrace advanced Customer-Centric thinking and become Outside-In?
👉 Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59
👉 Step #2 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now
👉 Step #3 – Connect With The Community: https://linktr.ee/SteveTowers
👉 Step #4 – Keep Pace with Change: Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023
👉 Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)
The Most Practical, Pragmatic & Applicable Customer Experience qualification
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 across 132 countries using the codification of the next practices from the world’s leading practitioners and companies.
There are thousands of terrific testimonials and across our 40+ global partners operate across all verticals with Coaches who are also expert practitioners. That ‘been there and done it’ experience extends way beyond the theory into a toolkit that can scale all the way to enterprise transformations.
Come and join us to experience the difference and earn yourself the Accredited Customer Experience Masters qualification starting November 29 for two or four days.
Register Here: https://bit.ly/GCCACXP
Recent Testimonials:
Thanks 🚀 Steve Towers ACXC, CPPC, COIC. This was hands down the best CX course I have been on so far. Looking forward to applying everything I learned on the course in my new role. Kendall Ursula Rÿnders, AskAfrica, South Africa.Hi Steve, thank you for opening my eyes to opportunities these few days, didn’t know I was sitting on a gold mine 😂, great content, great delivery. My perspective about my profession has completely changed, thanks for that.
Adwoa Asare – Asamoah. Head CX, CalBank PLCArgyle Digital: CX/UX Leadership Forum. I am excited to say there was 100+ attendees on your session and you were a wonderful and integral part of the event’s success and we truly appreciate your time, insight, and expertise.
Brittany Sullivan, Senior Producer, Argyll, United StatesIt’s been an honour and privilege to participate and attend the ACX-M course, It was an eye-opener and quite a revelation for me, I became conscious of these important concepts and aspects of customer experience, Thank you for showing us the way. Product Specialist at Laerdal Medical, India
Thank you Steve for the high quality & insightful training you delivered
Your innovative approach, critical thinking & up to date case studies facilitated this achievement 👍
Muath Al-Azzam, Principal Services & Operations Specialist at Dubai MunicipalityI have to say, every day since I left Denver, I have been able to apply some bit of learning that I got during the ACXM event into not only my job, but my personal life as well. Thank you so much for everything that you’ve done to advance the field of customer experience!
Brett Gill, United States
Do you want to embrace advanced Customer-Centric thinking and become Outside-In?
👉 Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59
👉 Step #2 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now
👉 Step #3 – Connect With The Community: https://linktr.ee/SteveTowers
👉 Step #4 – Keep Pace with Change: Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023
👉 Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)
BP Group Signs New Partnership with Skai, Africa
BPG
London, 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 official partnership with Skai based in South Africa.
Kamani Naidoo, who is the Co-Founder and Managing Director of Skai, has expressed her excitement to have signed this partnership deal with the BP Group and to serve customers/clients in the African continent and globally seeking to grow the Customer Experience discipline, Digitized Transformation levers and Strategic initiatives. Kamani, who is passionate about customer experience, uses the method of customer experience as a forefront by integrating this discipline into AI, Robotic, and Machine learning solutions. With her being a customer experience leader by practice (Africa, UAE, and UK) expresses a deep need to empower and enable individuals and businesses by coaching and mentoring, imparting her skills, knowledge, and experience into understanding and showcasing the value that Customer experience has to offer more so from a strategic point of view and how this discipline contributes valuably intrinsically and extrinsically by probing natural organic behaviors.
Skai is well known across the African continent, the UAE, and UK, and operates within the private and government sectors with training, and consultancy offerings delivered by a team of globally recognized CX consultants acknowledged as specialists in customer experience and realignment to meet the challenges of the 21st century.
Shaun Naidoo, the Co-Founder, and Accounts Director of Skai expressed that they have decided to partner with the BP Group as global leaders in the Customer Experience and Business Process industry with long-term clients in 132 countries and another 44 partners across all continents. “The potential benefits of the partnership will be our incorporation of the Next Practice approaches,” said Shaun “into medium and large traditional institutions needing to upskill and meet the increasing challenges presented by the shifts brought about by both the pandemic, evolving customer and opportunities of the digital age”.
The Potential benefits of the partnership will be our incorporation of the Next Practice approaches
Shaun Naidoo, co-founder, Skai
Steve Towers, BP Group CEO, welcomes their newest partners, Skai “Since 1992 we have led the way with the battle-tested proven methods and approaches to help corporations and government institutions realize the benefits of delivering Successful Customer Outcomes” He added “we very much look forward to now supporting Skai in bringing progressive approaches to the African region and beyond by mentoring and coaching businesses, introducing and elevating the unemployed through the methods of design, assisting the CX community within South Africa, Africa, and the UAE. We are pleased to strike this partnership agreement as Skai is active in helping the complete CX community, through a number of associations including the Academy of Customer Experience (ACE), CXSA and the PMI embrace progressive approaches to elevate CX into key strategic and operational roles.”
James Dodkins, CEO of Rockstar CX and BP Group Senior Partner, added “CX has come so far in the last few years and it is especially refreshing to see such explosive community growth across Africa. With this new exciting partnership, we will assist in growing the professionalism of individuals and organizations alike.”
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Contact:
Steve Towers – steve.towers@bpgroup.org
+44 (0) 7429 518277 | +1 970 368 5454
linkedin.com/in/stevetowers
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James Dodkins – james.dodkins@bpgroup.org
+44 (0) 7809703073
linkedin.com/in/jamesdodkins
************************************************
Kamani Naidoo – kamani@skai.co.za
+27 (0) 722382745
linkedin.com/in/kamani-naidoo-b0940423/
************************************************
Shaun Naidoo – shaun@skai.co.za
+27 (0) 729322445
linkedin.com/in/shaun-n-4925754a/
************************************************
Are You Sure You Want Faster Horses?
“If I had asked them what they wanted they would have said faster horses” Henry Ford
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 fantastic Employee Engagement. Why is this so often not the case? There are three attitudes that top teams can apply to help their people provide the ultimate experiences – both engineered and free-flowing.
Successful Customer Outcomes
A concept not well understood comes from Apple’s playbook of crafting Successful Customer Outcomes. One of Steve Jobs most famous quotes highlighted a different starting point to craft truly successful customer outcomes. For many leaders, the stark contrast between Industrial Age thinking and Customer Age/’Outside-In’ practice provided a platform to liberate their employees from scripts, tasks, and outputs. The best of these examples shows us all a better way.
Measurement Systems
How are you currently measuring success? Is it by the number of jobs done, tasks completed, and outputs achieved? If those things represent your major Key Performance Indicators, or the more fashionable Objectives and Key Results then you may need to think again.
Why so? Liberating employees from the shackles of these measures will produce better customer experiences, improved bottom lines, and enhanced shareholder value from the get-go. Creating Results-Oriented Communication (Jim Sinur) is a quantum leap from the industrial era praxis. We will review those next practices and layout a plan to deliver immediate and sustained results.
Here’s a piece on flawed measurement systems: https://www.cxobsession.com/2020/07/27/call-canters-fail/
So please join me on CX day 2021 in Spain and we will demonstrate a better way!
https://asociaciondec.org/eventos/congreso/congreso-2021/
Do you want to embrace advanced Customer-Centric thinking and become Outside-In?
👉 Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59
👉 Step #2 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now
👉 Step #3 – Connect With The Community: https://linktr.ee/SteveTowers
👉 Step #4 – Keep Pace with Change: Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023
👉 Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)
Do you want to embrace advanced Customer-Centric thinking and become Outside-In?
👉 Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59
👉 Step #2 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now
👉 Step #3 – Connect With The Community: https://linktr.ee/SteveTowers
👉 Step #4 – Keep Pace with Change: Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023
👉 Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)
Five insights from the Customer Experience icons we should all Act on.
Do you want to embrace advanced Customer-Centric thinking and become Outside-In?
👉 Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59
👉 Step #2 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now
👉 Step #3 – Connect With The Community: https://linktr.ee/SteveTowers
👉 Step #4 – Keep Pace with Change: Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023
👉 Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)
Do you want to embrace advanced Customer-Centric thinking and become Outside-In?
👉 Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59
👉 Step #2 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now
👉 Step #3 – Connect With The Community: https://linktr.ee/SteveTowers
👉 Step #4 – Keep Pace with Change: Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023
👉 Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)
What Rests, Rusts. Step Up to the Bright, Shiny New Accredited Customer Experience® Program
Australia & Oceania | Americas | South Africa | Europe | GCC – Middle East
The ACX Program features the Accredited Customer Experience Professional®
(ACXP® 2 day x 5 hours per day)
LIVE online INTERACTIVE
Australia & Oceania | Americas | South Africa | Europe | GCC – Middle East
The ACX Program also includes Accredited Customer Experience Master®
(ACXM® 4 day x 5 hours per day)
LIVE online INTERACTIVE
Australia & Oceania | Americas | South Africa | Europe | GCC – Middle East
Australia & Oceania | Americas | South Africa | Europe | GCC – Middle East
Australia & Oceania | Americas | South Africa | Europe | GCC – Middle East
Australia & Oceania | Americas | South Africa | Europe | GCC – Middle East
Australia & Oceania | Americas | South Africa | Europe | GCC – Middle East
Testimonials… hear what others say…
It’s been an honour and privilege to participate and attend the ACX-M course, It was an eye-opener and quite a revelation for me, I became conscious of these important concepts and aspects of customer experience, Thank you for showing us the way.
Product Specialist at Laerdal Medical, India
Thank you Steve for the high quality & insightful training you delivered
Your innovative approach, critical thinking & up to date case studies facilitated this achievement 👍
Muath Al-Azzam, Principal Services & Operations Specialist at Dubai Municipality
I have to say, every day since I left Denver, I have been able to apply some bit of learning that I got during the ACXM event into not only my job, but my personal life as well. Thank you so much for everything that you’ve done to advance the field of customer experience!
Brett Gill, United States
Thank you Steve for another enlightening and engaging course that just keeps challenging the way we do things®
Edwin De Lange, South Africa
Thanks again for four great and inspiring days.
Christian Becker, Germany
It’s been great training with lots of new tools that we will be able to implement soon I hope. Super interesting information, I am looking forward to reading your book as well. I really appreciated your energy and enthusiasm throughout the training.
Silvia Fernandez Calvo, Spain
Let me take this opportunity to thank Mr. Steve. Your teachings are timeless and they stick perfectly and forever in our minds. We shall never forget you wherever we find ourselves on this planet. Thank you so much, Steve 🙏
Benignus Otmar, Tanzania
Thank you, the experience was enlightening, empowering, educating, encouraging, and engaging.
Natasha Doren, South Africa
Thank you, Steve, I have never enjoyed anything more than the CX course, The weight of knowledge I gained and the enlightenment that I got is indescribable.
Reem Elsadig, Sudan
Thanks, Steve for such an excellent program, the dedicated manner you use to share with us your wonderful knowledge and wisdom in CX, and the time to respond to all our questions! God bless you, thanks a lot!
Yanese Angeles, Dominican Republic
You started me out on this journey my friend. Thanks for letting me live out my passion!
Molly Redenbaugh, Iowa, United States
Thank you! It’s been an amazing journey and you have been a great mentor.
It was an honor taking your class, I am now a confident CPP Master🙏🏾
Masele Masudi Msita, Tanzania
Thank you Steve for your high-quality wonderful Master. I thought the course was brilliant. Thank you for everything.
Ashraf Mohamed, Philadelphia, USA
Thanks again, Steve. Not only have you been a fantastic mentor to me but you have taught me how to mentor others. Thanks for being so supportive and getting me through.
Chandan Chhabra, Delhi, India
Another fantastic learning, personal and professional development experience with you!
Lyall Shapiro, Australia
Do you want to embrace advanced Customer-Centric thinking and become Outside-In?
👉 Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59
👉 Step #2 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now
👉 Step #3 – Connect With The Community: https://linktr.ee/SteveTowers
👉 Step #4 – Keep Pace with Change: Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023
👉 Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)
BP Group Annual Survey 2021: FIVE significant CX Challenges and the emerging Next Practices
Introduction and Background
The 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 from these, we distilled them down to five with subsequent deeper dives to explore how people were meeting and overcoming the challenges.
Over the next six weeks, we will review each of the main challenges and the emergent Next Practices to overcome.
The Five CX Challenges (and Next Practices)
Here is a summary of the major findings:
Customers Have Changed Forever
https://bit.ly/BPGSurveyW1
CX Metrics Are Just Not Good Enough
https://bit.ly/BPGSurveyW2
Mindsets Are Getting In The Way
https://bit.ly/BPGSurveyW3
Too Much Theory, too Little Delivery
https://bit.ly/BPGSurveyW4
Communication is an Enormous Problem
https://bit.ly/BPGSurvey_W5
Watch the Complete Webinar and
Download the Resources:
Join ‘Five Challenges (and Next Practices)’: https://cemnext.com/cx5registration
Review the LIVE Program that codifies the ‘Next Practices’: https://bit.ly/COIM21
Do you want to embrace advanced Customer-Centric thinking and become Outside-In?
👉 Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59
👉 Step #2 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now
👉 Step #3 – Connect With The Community: https://linktr.ee/SteveTowers
👉 Step #4 – Keep Pace with Change: Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023
👉 Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)