The content discusses the importance of customer-centric business models and the role of process professionals in enhancing customer experiences. Companies like Amazon, Apple, and Zappos exemplify customer-centric practices. The Certified Process Professional (CPP) qualification equips individuals with skills to drive customer-focused changes, crucial for success in today’s market.
The https://cemmethod.com is a powerful approach to customer-centric business transformation. Version 15 now has more than 50+ tools. We all have our favourites (I love the Six Step Innovation (6Si) approach), but remembering the ones we use less often can be challenging!
Last month, in South Africa, someone asked me how I remembered them all. With the work of Dr. Christian Poensgen and my unique memory techniques (inspired by Steven Andreas), I created this guide. It’s a personal touch that I hope you’ll find useful. Enjoy!
If you want the full deck, DM me.
Frequently Asked Questions Related to the Underpinning CPP CEMMethod®
Frequently Asked Questions Related to the CEMMethod®
What is CEMMethod®? How does the CEMMethod® help? The CEMMethod® 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.
Implementation Challenges: Common challenges organizations face when implementing the CEMMethod® include: > Integrating the method with existing processes and systems effectively and efficiently. > Ensuring that the focus remains on customer needs and experiences while addressing internal processes.
Measuring Success: Enterprises measure the success and effectiveness of the CEMMethod® by: > Assessing the impact on key outcomes such as lower costs, higher revenues, and improved service. > Evaluating the efficacy of techniques and approaches in real-world applications and their alignment with customer needs.
Integration with Existing Systems: The CEMMethod® can be integrated with existing enterprise systems and processes by: > Aligning with 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 CEMMethod®.
Steve Towers, BPG’s Chief Experience Officer, is an expert in customer experience who enjoys spreading his enthusiasm for this field through coaching, consultancy, keynote speeches, and books.
Through the CEMMethod, now in version 15, he and the BPG affiliates help companies win the triple crown—the simultaneous ability to increase revenues, decrease costs, and enhance service.
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.
The content discusses the importance of customer-centric business models and the role of process professionals in enhancing customer experiences. Companies like Amazon, Apple, and Zappos exemplify customer-centric practices. The Certified Process Professional (CPP) qualification equips individuals with skills to drive customer-focused changes, crucial for success in today’s market.
What is It? New business models emphasise the customer as part of our increasingly fast-moving markets. That shift comes from evolving customer needs and outstanding customer experiences. ‘The customer experience,’ as Steve Jobs said, ‘is the Process.’ Customer experience needs to be integrated into every business activity.
Customer Centric Process
Significance and Market Value: What Do You Do With It Now?
Customer centricity is a business value orientation in which the customer’s interests are prioritized at all stages of the customer purchase process. This means developing goods, services, and operations to make consumers happy and loyal. Customer-centric companies win the war and get more satisfied and active customers.
Understanding Customer-Centricity.
Leading Examples of Customer-centric Businesses Enabled by :
Amazon: Being Customer-First, Amazon continuously strives to enhance the ease of shopping, recommendations, and customer care.
Apple: Taking an innate look and feel of what they’re making for the user is one way Apple gained a loyal customer base that values their devices’ design and ease of use.
Zappos: This online store has changed customer service. They also provide free shipping and returns and have a 365 day money back guarantee, so your experience is really good.
Process Experts: What Are They?
Customer-centric transformation is Driven by Process Gurus:
Process engineers play an essential role in delivering customer-centric organizational transformation. They maintain and improve the business processes to align with customer demands and desires. By streamlining and removing friction, process consultants offer an effortless, enjoyable customer experience.
Needs and Specializations:
Analysis: Statistical thinking to analyse data and identify growth opportunities.
Attention To Customer: Customers and Process Design.
Communication: Communicate change and improvement with ease to stakeholders
Problem Solving: Searching for new ways to enhance customer experience.
Why The CPP?
The CPP Qualification:
With the Certified Process Professional (CPP) certificate, you’ll be able to equip professionals with the knowledge and practical skills to deliver customer-facing changes. This course offers process optimisation, customer experience and change management courses.
How To Become A Certified Process Professional:
New Skills: Educate yourself in process optimisation and customer experience management.
Advancement in the Workplace: Be the best with a recognised qualification
High Impact Work: Affect your company through customer-facing projects.
In summary:
Process practitioners have never been more in demand in a world where customers keep asking for more. Make yourself a Certified Process Professional and take your business to your customers’ future for success. Don’t miss this opportunity. Don’t fall behind the customer-centric landscape.
Frequently Asked Questions Related to the Underpinning CPP CEMMethod®
Frequently Asked Questions Related to the CEMMethod®
What is CEMMethod®? How does the CEMMethod® help? The CEMMethod® 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.
Implementation Challenges: Common challenges organizations face when implementing the CEMMethod® include: > Integrating the method with existing processes and systems effectively and efficiently. > Ensuring that the focus remains on customer needs and experiences while addressing internal processes.
Measuring Success: Enterprises measure the success and effectiveness of the CEMMethod® by: > Assessing the impact on key outcomes such as lower costs, higher revenues, and improved service. > Evaluating the efficacy of techniques and approaches in real-world applications and their alignment with customer needs.
Integration with Existing Systems: The CEMMethod® can be integrated with existing enterprise systems and processes by: > Aligning with 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 CEMMethod®.
Steve Towers, BPG’s Chief Experience Officer, is an expert in customer experience who enjoys spreading his enthusiasm for this field through coaching, consultancy, keynote speeches, and books.
Through the CEMMethod, now in version 15, he and the BPG affiliates help companies win the triple crown—the simultaneous ability to increase revenues, decrease costs, and enhance service.
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.
📈 So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. 👍
Twenty-five people from six companies attended the Inaugural session and deemed it a huge success.
The Accredited Customer Experience Advisor® (ACXA®) qualification is a new specialized certification that was offered in association with the IT Web CX Summit 24. It enhances and builds upon your existing customer experience (CX) qualifications.
This program focuses on practical, hands-on learning, often described as a ‘learning by doing’ approach. It aims to equip professionals with advanced skills and knowledge to excel in customer experience.
The ACXA® qualification is ideal for those passionate about staying ahead in the CX industry and wanting to gain the latest insights and techniques. By completing this program, you can expect to:
🧰 Deepen your understanding of advanced CX strategies and methodologies. 🚀 Enhance your ability to design and implement effective CX initiatives. 🥇 Gain recognition as a highly-skilled CX professional. 👉🏽 This qualification is particularly beneficial for those looking to distinguish themselves in the workplace and demonstrate their commitment to continuous improvement in customer experience.
If you want to advance your CX expertise, the ACXA® qualification could be a great fit! Find out more about the ACX offerings coming to a city near you soon.
👯👯🧑🤝🧑 Also, visit the BPG partners for their dates & locations.
PS. 😎 The Accredited CX Advisor® program now incorporates AI learning and modules to adopt CX-friendly technologies.
Frequently Asked Questions Related to the Underpinning CEMMethod®
Frequently Asked Questions Related to the CEMMethod®
What is CEMMethod®? How does the CEMMethod® help? The CEMMethod® 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.
Implementation Challenges: Common challenges organizations face when implementing the CEMMethod® include: > Integrating the method with existing processes and systems effectively and efficiently. > Ensuring that the focus remains on customer needs and experiences while addressing internal processes.
Measuring Success: Enterprises measure the success and effectiveness of the CEMMethod® by: > Assessing the impact on key outcomes such as lower costs, higher revenues, and improved service. > Evaluating the efficacy of techniques and approaches in real-world applications and their alignment with customer needs.
Integration with Existing Systems: The CEMMethod® can be integrated with existing enterprise systems and processes by: > Aligning with 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 CEMMethod®.
📈 So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. 👍
Join Steve Towers in Johannesburg on October 4, 2024, for a hands-on workshop to master advanced CX approaches and techniques.
The Accredited Customer Experience Advisor® (ACXA®) qualification is a specialized certification offered in association with the IT Web organisation. It enhances and builds upon your existing customer experience (CX) qualifications.
This program focuses on practical, hands-on learning, often described as a ‘learning by doing’ approach. It aims to equip professionals with advanced skills and knowledge to excel in customer experience.
The ACXA® qualification is ideal for those passionate about staying ahead in the CX industry and wanting to gain the latest insights and techniques. By completing this program, you can expect to:
🧰 Deepen your understanding of advanced CX strategies and methodologies. 🚀 Enhance your ability to design and implement effective CX initiatives. 🥇 Gain recognition as a highly skilled CX professional. 👉🏽 This qualification is particularly beneficial for those looking to distinguish themselves in the workplace and demonstrate their commitment to continuous improvement in customer experience.
If you want to advance your CX expertise, the ACXA® qualification could be a great fit!
Frequently Asked Questions Related to the Underpinning CEMMethod®
Frequently Asked Questions Related to the CEMMethod®
What is CEMMethod®? How does the CEMMethod® help? The CEMMethod® 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.
Implementation Challenges: Common challenges organizations face when implementing the CEMMethod® include: > Integrating the method with existing processes and systems effectively and efficiently. > Ensuring that the focus remains on customer needs and experiences while addressing internal processes.
Measuring Success: Enterprises measure the success and effectiveness of the CEMMethod® by: > Assessing the impact on key outcomes such as lower costs, higher revenues, and improved service. > Evaluating the efficacy of techniques and approaches in real-world applications and their alignment with customer needs.
Integration with Existing Systems: The CEMMethod® can be integrated with existing enterprise systems and processes by: > Aligning with 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 CEMMethod®.
Steve Towers, BPG’s Chief Experience Officer, is an expert in customer experience who enjoys spreading his enthusiasm for this field through coaching, consultancy, keynote speeches, and books.
Through the CEMMethod, now in version 15, he and the BPG affiliates help companies win the triple crown—the simultaneous ability to increase revenues, decrease costs, and enhance service.
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.
📈 So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. 👍
New qualification Builds on other CX certifications.
Elevate your CX expertise with the Accredited Customer Experience Advisor® (ACXA®) certification. Built on your existing qualifications, ACXA® offers the latest insights and practical learnings to push CX to the next level. This certification positions you at the forefront of delivering objective results for CX initiatives, whether individually, within a team, or across an enterprise.
For those already certified in Customer Experience (ACX Professionals & Masters, CCXPs), ACXA® is a must-have. It recognizes your continuous growth in understanding, applying, and mastering the latest methods from leading customer-centric companies like Zappos, Virgin, Lego, Kroo, Progressive and Southwest Airlines.
Explore ‘CX intuition’ with hands-on examples and case studies to understand evolving customer needs. Learn about hyper-personalization and science-based CX Analytics (where science meets WOW). Delve into sustainability and greening CX developments. Finally, discover the evolution of metrics and measurements to become forward-looking and proactive.
Are you ready to stay ahead in the ever-evolving Customer Experience (CX) world?
Join us for the inaugural one-day programme in Johannesburg on October 4th
😎 The Accredited CX Master® programme now incorporates AI learning and modules to adopt CX-friendly technologies. To find out more about the complete programme, visit: https://experienceprofessional.com/acxm_inviterce5167p
Frequently Asked Questions Related the CEMMethod®
Frequently Asked Questions Related to the CEMMethod®
What is CEMMethod®? How does the CEMMethod® help? The CEMMethod® 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.
Implementation Challenges: Common challenges organizations face when implementing the CEMMethod® include: > Integrating the method with existing processes and systems effectively and efficiently. > Ensuring that the focus remains on customer needs and experiences while addressing internal processes.
Measuring Success: Enterprises measure the success and effectiveness of the CEMMethod® by: > Assessing the impact on key outcomes such as lower costs, higher revenues, and improved service. > Evaluating the efficacy of techniques and approaches in real-world applications and their alignment with customer needs.
Integration with Existing Systems: The CEMMethod® can be integrated with existing enterprise systems and processes by: > Aligning with 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 CEMMethod®.
Steve Towers, BPG’s Chief Experience Officer, is an expert in customer experience who enjoys spreading his enthusiasm for this field through coaching, consultancy, keynote speeches, and books.
Through the CEMMethod, now in version 15, he and the BPG affiliates help companies win the triple crown—the simultaneous ability to increase revenues, decrease costs, and enhance service.
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.
📈 So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. 👍
Just Walk Out Technology gets an upgrade – here’s a quick walkthrough
Overview of Just Walk Out Technology
Amazon Fresh’s Just Walk Out technology—a game-changer in the food retail sector- has been upgraded further. What are the business and customer objectives?
Elevate the Shopping Journey: Just Walk Out technology redefines convenience by eliminating the hassle of checkout queues, offering a seamless shopping experience that draws in delighted customers.
Streamline Operations and Cut Costs: This innovative tech minimizes the necessity for cashiers, paving the way for substantial savings and a leaner workforce in grocery stores.
Unlock Insights into Consumer Behavior: Harness the potential of Just Walk Out to gather critical consumer data, empowering businesses to refine store designs, perfect inventory control, and tailor marketing strategies with precision.
Fuel Industry-wide Innovation: As Just Walk Out triumphs, it sets a precedent, encouraging other retailers to embrace cutting-edge solutions, thereby fostering a culture of continuous innovation across the grocery sector.
Smart Adaptation for Future Growth: With its remarkable ability to learn and adapt autonomously, Just Walk Out stays ahead of the curve, effortlessly adjusting to new store layouts and product ranges without missing a beat, ensuring it remains a robust and versatile ally in the ever-evolving retail landscape.
😎 The Accredited CX Master® programme now incorporates AI learning and modules to adopt CX-friendly technologies. To find out more about the complete programme, visit: https://experienceprofessional.com/acxm_inviterce5167p
Frequently Asked Questions Related the CEMMethod®
Frequently Asked Questions Related to the CEMMethod®
What is CEMMethod®? How does the CEMMethod® help? The CEMMethod® 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.
Implementation Challenges: Common challenges organizations face when implementing the CEMMethod® include: > Integrating the method with existing processes and systems effectively and efficiently. > Ensuring that the focus remains on customer needs and experiences while addressing internal processes.
Measuring Success: Enterprises measure the success and effectiveness of the CEMMethod® by: > Assessing the impact on key outcomes such as lower costs, higher revenues, and improved service. > Evaluating the efficacy of techniques and approaches in real-world applications and their alignment with customer needs.
Integration with Existing Systems: The CEMMethod® can be integrated with existing enterprise systems and processes by: > Aligning with 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 CEMMethod®.
Steve Towers, BPG’s Chief Experience Officer, is an expert in customer experience who enjoys spreading his enthusiasm for this field through coaching, consultancy, keynote speeches, and books.
Through the CEMMethod, now in version 15, he and the BPG affiliates help companies win the triple crown—the simultaneous ability to increase revenues, decrease costs, and enhance service.
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.
Frequently Asked Questions Related to Fraud and the CEMMethod®
What is CEMMethod®? How does the CEMMethod® help? The CEMMethod® 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.
Implementation Challenges: Common challenges banks face when implementing the CEMMethod® for fraud prevention include: > Integrating the method with existing processes and systems effectively and efficiently. > Ensuring that the focus remains on customer needs and experiences while addressing internal processes.
Measuring Success: Banks measure the success and effectiveness of the CEMMethod® 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.
Integration with Existing Systems: The CEMMethod® can be integrated with existing bank systems and processes for seamless fraud prevention by: > Aligning with 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 CEMMethod®.
Steve Towers, BPG’s Chief Experience Officer, is an expert in customer experience who enjoys spreading his enthusiasm for this field through coaching, consultancy, keynote speeches, and books.
Through the CEMMethod, now in version 15, he and the BPG affiliates help companies win the triple crown—the simultaneous ability to increase revenues, decrease costs, and enhance service.
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.
📈 So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. 👍
AI and generative AI (gen AI) are transforming many industries, including Insurance.
In a 2024 an article by McKinsey identified four AI trends :
a. Rapid adoption – 65% of respondents to the survey say they are using gen AI.
b. Business benefits – revenue growth and cost reductions
c. AI Global adoption – now at 72% of survey respondents
d. Investment and Value – two-thirds of respondents anticipate increased AI investment over the next two years
These trends compel insurance companies to review their phygital strategies (combining the best of the physical with digital customer experiences).
Insurers have always dealt with huge amounts of information, and this continues to increase under the burden of changes to data protection laws, new regulations and a more diverse set of customer needs.
Many have sought to automate this inbound and outbound activity, and now, with the arrival of Gen AI, progressive insurers are adopting proactive strategies to grow revenues, reduce costs, and significantly enhance the customer experience.
The role of gen AI in enhancing the customer experience is significant, as it improves operational effectiveness (Triple Crown Plus). The delivery of this triple crown plus benefit is now the hallmark of leading insurers.
Let’s review how gen AI is transforming the sector:
🎯 1. Optimising the Underwriting Experience:
Achieving top-notch underwriting is essential for gauging the risks tied to new proposals. It’s a balancing act for underwriters to ensure precision, uphold quality, and handle a substantial number of applications. Using AI can revolutionise this experience by scrutinising proposals through the lens of historical patterns, past decisions, and established underwriting protocols. Risk factors can be identified with AI, especially concerning payment reliability, geographical risk factors, customer longevity, exposure to particular hazards, vehicular telematics, and the likelihood of ‘acts of God’ events.
Embracing AI-driven platforms to streamline the underwriting process enables professionals to outsort high-risk proposals and personalise quotations. Integrating business rules engines can significantly boost the frequency of straight-through processing for straightforward cases and intelligently route complex scenarios to specialised underwriting teams, considering their skill set and current capacity.
🛄 2. Refining Claims Processing Precision:
For insurers, the claims experience presents a critical “moment of truth” for its customers and partners. Streamlined and accurate claims handling is essential to reduce losses and complete settlements quickly. Gen AI can markedly enhance the entire claims experience and processes with these key deliverables:
• Claims Triage: Incoming claims can overwhelm Claims units, especially those with technologies designed before the ‘high expectation promiscuous’ clients. AI systems can optimise the experience and processes by leveraging past data and predefined criteria to sort claims by their gravity, enabling straightforward, low-severity claims to bypass manual checks. This improves both efficiency and turnaround times.
• Automated Reserve Allocation: Accurate reserves must be established early in the claims process to uphold accurate financial indicators. AI can determine more accurate reserves at the claim’s inception, factoring in variables like the line of business, policy specifics, and loss causation, thereby reducing errors.
🔎 3. Fraud Identification:
Detecting fraud can be a huge, expensive, labour-intensive task that slows claims processing. AI’s pattern-matching capabilities significantly improve throughput and accuracy and mitigate the risk of potential legal disputes. Reducing the load from manual checking (and freeing up scarce resources) also reduces costs, improves turnaround times, and enhances the overall customer and employee experience.
🧭 4. Fraud Detection:
Fraud detection is critical for safeguarding against financial losses due to deceptive claims. AI enhances Predictive Analytics when looking for patterns that can indicate fraudulent activity. Claims fraud detection approaches can be intensive and expensive, coupled with suboptimal experiences for clients and partners. Enhancing the data analytics approaches with Gen AI produces faster results at a lower cost than traditional approaches
🤗 5. Delivering Exceptional Customer Experience:
Insurance companies often struggle to extract value from their data despite being data-intensive. AI and machine learning (ML) models can categorise customers into ‘needs’ groups, enabling targeted campaigns and personalised benefit coverages. Predictive models can forecast customer lifetime value, allowing insurers to focus on high-value customer categories with minimal effort.
To excel in the phygital age, insurance companies must embrace the latest technologies and developments in AI, gen AI and Machine Learning.
Hyper personalisation is now the future of insurance, just as it has become in other industries with companies like Adidas, Amazon and Spotify. Gen AI helps companies make a quantum leap with customised communication and coverage while supporting risk assessment, claims processing, and digital and physical customer and employee experiences. Ultimately, it is about winning the ‘Triple Crown plus’ to drive overall success and competitiveness.
Frequently Asked Questions Related to Fraud and the CEMMethod®
Frequently Asked Questions Related to Fraud and the CEMMethod®
What is CEMMethod®? How does the CEMMethod® help? The CEMMethod® 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.
Implementation Challenges: Common challenges banks face when implementing the CEMMethod® for fraud prevention include: > Integrating the method with existing processes and systems effectively and efficiently. > Ensuring that the focus remains on customer needs and experiences while addressing internal processes.
Measuring Success: Banks measure the success and effectiveness of the CEMMethod® 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.
Integration with Existing Systems: The CEMMethod® can be integrated with existing bank systems and processes for seamless fraud prevention by: > Aligning with 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 CEMMethod®.
Steve Towers, BPG’s Chief Experience Officer, is an expert in customer experience who enjoys spreading his enthusiasm for this field through coaching, consultancy, keynote speeches, and books.
Through the CEMMethod, now in version 15, he and the BPG affiliates help companies win the triple crown—the simultaneous ability to increase revenues, decrease costs, and enhance service.
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.
📈 So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. 👍
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. 🌟 Whether you’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? Let’s dive in! 🚀🔡
Steve Towers, BPG’s Chief Experience Officer, is an expert in customer experience who enjoys spreading his enthusiasm for this field through coaching, consultancy, keynote speeches, and books.
Through the CEMMethod, now in version 15, he and the BPG affiliates help companies win the triple crown—the simultaneous ability to increase revenues, decrease costs, and enhance service.
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.
📈 So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. 👍
Banks must grasp how criminals interact with their processes and systems. This allows upgraded security to defend customers.
Here’s how using the CEMMethod® to help
User Research and Real Events.
Study actual fraud cases.
See how criminals use bank offerings.
Document fraudster actions, steps taken, what they engaged with, and victim emotions.
Consider both failed and successful crimes for a complete view.
Chart Fraudster Customer Journeys.
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 areas 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 exchanges
See how criminals exploit weaknesses at each step.
Complete a Risk-Impact matrix (RIM)
Data is Key Over Visuals.
Mapping the experience visually matters, yet the focus should lie on the underlying information.
Comprehend patterns, triggers, and behavioural signals.
Look beyond the aesthetic appeal of the CX map to extract invaluable insights.
Customer Viewpoint and Emotions.
Step into a fraudster’s shoes. Use the ‘empty chair approach’.
What drives them? What emotions arise?
Also, empathize with legitimate customers who fall prey to fraud.
Understand their feelings of anxiety, frustration, and vulnerability.
Cross-Team Collaboration.
Involve teams spanning fraud prevention, UX design, security experts, and customer support.
Share insights, collaborating to address vulnerabilities identified in the 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 secure practices to prevent ATO.
Adapting to Evolving Trends.
Stay informed about shifting fraud tactics.
As fraudsters adapt, so must your defences.
Monitor phishing, social engineering, and other fraudster methods.
Balancing Security and User Experience.
You should enhance security without hindering genuine users.
Make sure the security upgrades don’t negatively affect user experience.
Put security measures smoothly, no hassle for real customers.
Keep Improving.
Review the fraudster’s plan often, update CX map regularly.
Revisit the OISM and CCAT and update them on a regular basis
Try new checks, and analyze if they work well against threats.
Learn from actual incidents and modify practices accordingly.
Frequently Asked Questions Related Bank Fraud and the CEMMethod®
Frequently Asked Questions Related to Bank Fraud and the CEMMethod®
What is CEMMethod®? How does the CEMMethod® help? The CEMMethod® 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.
Implementation Challenges: Common challenges banks face when implementing the CEMMethod® 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.
Measuring Success: Banks measure the success and effectiveness of the CEMMethod® 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.
Integration with Existing Systems: The CEMMethod® 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 CEMMethod®
Steve Towers, BPG’s Chief Experience Officer, is an expert in customer experience who enjoys spreading his enthusiasm for this field through coaching, consultancy, keynote speeches, and books.
Through the CEMMethod, now in version 15, he and the BPG affiliates help companies win the triple crown—the simultaneous ability to increase revenues, decrease costs, and enhance service.
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.