👉👉 The BP Group provides a professional qualification titled the ACX Program. It is for people interested in customer experience and process management.
Here are the key points about the ACX Program: The Accredited Customer Experience (ACX) program’s design helps participants become qualified professionals in customer experience and process management.
Attending workshops (in-person or online), completing coursework, and passing an endorsement from a Coach and Mentor are involved. Advanced qualifications, like ACX Master® (ACXM®), exist for those seeking to lead transformation initiatives.
Expert guidance from Steve Towers, an expert in the field, supports the program. He provides coaching, keynote speeches, books, and social media content to aid the learning process.👍👍
The Advanced CX program Frequently Asked Questions
1. What is the Accredited Customer Experience (ACX®) Program?
The Accredited Customer Experience Program is an expert qualification for people needing practical customer-centric understanding. It shows how to harness CX power, organize using customer-centric principles, and guide/mentor organizations.
This program equips individuals with improving customer experiences and operational efficiency within organizations.
The knowledge and skills are taught in a hands-on, pragmatic style.
2. What are the eligibility requirements for the ACX Program?
Anyone can take the ACX Program – there are no eligibility requirements. If you want to learn about customer-centricity, you can participate.
It’s a hands-on, workshop-based course. Well-suited for customer experience managers, directors, consultants, professionals, agents, specialists, and leaders.
3. What are the benefits of the ACX Program?
Participants understand customer centricity practically. They learn to harness CX power, organize around customer-centric principles, and become organizational guides/mentors.
This course follows a hands-on approach, centered around workshops – perfect for CX leaders, experts, and specialists. It helps build customer centricity skills practically.
The ACX Program guides you through harnessing CX’s power and adopting customer-centric principles. You can mentor others too.
BPG and global partners deliver this program. Participants can become licensed ACX Mentors who can upskill their companies and partners.
4. How long does it take to complete the ACX Program?
The program is available as an open enrollment or in-house option. You can complete it flexibly, at your own pace. However, 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 CEMMethod®?
The CEMMethod® 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 Experience® Program and is based on the codified Next practices of the world’s leading exponents of Customer Centricity.
6. What is the CX Transformation Ecosystem?
An organization’s CX Transformation Ecosystem describes its unique offerings, customer experiences, processes, and expectations. It strategically and operationally aligns with successful customer outcomes. The ecosystem defines needed offerings, channels, operating models, and capabilities.
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® 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. Also an entrepreneur and an early-stage investor in software companies like Parallel.
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.
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Here’s just one example from last week of all times where Tesla, let’s put the name out there as a warning to others, has been, over the years, the top in Net Promoter Score performance, if you like, across their particular industry. And yet at the same time, their customers are experiencing increasing issues.
Poorer customer service has mapped through the number of complaints that they were receiving. So how could it be that they were being so successful with N P S compared with the rest of the industry? While at the same time the number of complaints have been increasing. And last week it was noted that people were gaming the system.
if you pay people for doing dumb stuff, they’ll get really smart at it.
Steve Towers
Tesla not measuring up
They were doing this by attaching the N P S and Customer Satisfaction scores to bonus schemes. So hence, not surprisingly, the scores were going up, the scores were improving month on month, quarter on quarter and year on year, right? And as it says, if you pay people for doing dumb stuff, they’ll get really smart at it.
And that’s precisely part of Tesla’s problem. And this goes back, and this isn’t like one incident. This goes back six or seven years, and there are reports that you can get through the links later on. Where they laid off a whole bunch of staff in finance and marketing for actually gaming the system and being very selective about who they asked and who they surveyed actually to produce the right results.
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.
Choosing the best customer experience, customer journey management and process courses with professional qualifications can be a challenge. Find out about the Award winning professional qualification classes. Read the testimonials from hundreds of clients and they will make your mind up.
Earning the prestigious Accredited Customer Experience Professional (ACXP) credential is pivotal in any CX leader’s career.
Established in 2010 by the BP Group, Academy of Customer Experience (ACE) and Affiliates, the ACXP provides long-overdue industry recognition of CX as a critical business discipline.
🏅 Individual and Team Success
The ACXP offers dedicated professionals a clear path to advancement and increased earnings potential. If you are a CX Leader seeking to grow your teams professionalism and impact on your business, the ACXP provides the skills, tools and framework to deliver results immediately.
🤩 CX Mastery
The ACXP credential reflects an individual’s mastery of the latest CX frameworks and commitment to delivering wow-worthy customer experiences. Applicants must have a proven business track record driving business change, process and CX transformation and improvements.
🥇 Qualification process
The qualification process is rigorous and experiential, based on the delegate’s work and experiences. The training courses are supplemented by practical exercises based on the worlds leading CX organisations and include the full spectrum of CX management, including strategy, customer understanding, design, metrics and more.
🌎 Global community
By successfully passing this gold-standard assessment, ACXPs join an exclusive global community of CX thought leaders united by a shared vision – creating customer experiences that deliver the triple crown – higher revenues, lower costs and improved service simultaneously. The ACXP contributed directly to improving shareholder value, building brand loyalty and driving sustained growth.
The ACXP is more than just initials after your name. It’s a badge of honour representing your dedication to CX excellence.
🏢 A few of the companies who have qualified ACX people in their ranks
The ACXP movement is sweeping the globe!
🌍 Already over 23,000+ dedicated professionals in 137 countries proudly carry the ACXP designation. While the United States and Europe lead with over 11,000+ ACXPs and counting, vibrant communities are growing worldwide – 3,000 in South Africa, 500 across the rest of Africa, 600+ in Australia and New Zealand, and 500 across the GCC area. This exponential growth reflects the universal importance of customer experience. Forward-thinking organisations rely on their elite force of ACXPs to drive CX transformation.
👯 Peer network
ACXPs gain an invaluable global peer network of 23,000+ colleagues to exchange insights and shape the future of CX.The ACXP journey is rigorous, making earning those coveted initials rewarding.
🥇 Been there and done it Mentors & Coaches
More than 40 world-class Recognized Consultancies, Training Providers and professional organisations offer courses led by qualified ACXP coaches and mentors with real-world expertise.
🏆 Celebrating success together
When new ACXPs are announced, we celebrate their commitment and achievement. The ACXP badge represents a dedicated CX professional ready to deliver wow-worthy customer experiences
💪 Individual & Team credibility
Earning the ACXP credential provides an undeniable career boost! Major global brands eagerly seek accredited CX professionals to drive customer experience strategies. For a team it also demonstrates the capability to help organisations transform to achieve pragmatic results quickly and sustainably.Companies, including the following, list ACXPs in their ranks and emphasise the difference pragmatic, hands-on ACXPs make to their businesses.
The attainment of the ACXP qualification is highly prized and contributes to individual, team and organisation success.
🏃♂️ CX as a competitive advantage
As customer experience becomes an essential competitive advantage, organisations need proven CX leaders who speak the language and have the strategic vision. Earning your ACXP credential sets you apart – unlocking new career potential and salary growth. The numbers speak for themselves – major brands worldwide seek ACXPs to drive their CX agenda.
THANK YOU so much for a really fantastic learning experience. This course provided a terrific holistic framework for how to think more about MOTs. It’s a terrific program that I’d recommend and encourage others to consider strongly. Jim Lecinski, Professor of Marketing, Kellogg School of Management, USA (former SVP at Google where he invented the Z-MOT and Micro MOTs) We held our session last week focusing on a critical experience for bank customers. We had a really fantastic session – not only did we walk away with the deliverables we needed, but people had a lot of fun too! Thanks again for the session. It was one of the most valuable and enjoyable sessions I have attended! Sharon Laemie Naya, Head of Commercial Change Strategy, TD Bank
Thank you for being an amazing mentor, guru & inspiration. You truly have a way of bringing all principles, especially the divine principles, back into the workplace. Thank you for empowering me to see a different view. Nancy Moodley, Head of Customer Experience, Digital & CRM, Nissan Africa
What an incredible experience. We loved every minute and super excited to up our game. Sarina de Beer, Managing Director at Ask Afrika, South Africa
An excellent course enabling engineering of a great customer experience! Gavin Smith, Continuous Improvement Lead, Industrial Development Corporation, South Africa
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, Dubai Municipality, United Arab Emirates
What an amazing journey to Accredited ACX Coach, this experience has completelytransformed how we measure, collaborate, communicate and innovate with the customer in mind. Keen to guide the next willing souls on this journey. Durrel Ramrathan, Head of Operational Analytics and Data Management, Multichoice, South Africa
Thanks, Steve, for providing a great learning platform. It was inspiring to hear your experiences as they presented a great source of knowledge. 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 Chabbra, Head of Content and Operations, MX Live, MX Player, India
Thank you, the experience was enlightening, empowering, educating, encouraging and engaging. Natasha Doren, Member Experience Manager, Eskom Pension and Provident Fund, South Africa
I have to say, every day since I left Denver, I have been able to apply some of my learning 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, Regional Sales Manager, Morrison Container Solutions, United States
Another fantastic learning, personal and professional development experience with you! Lyall Shapiro, Head of Experience, Design & Fulfilment Transformation, AMP, Australia
Thank you Steve, very intense 4 days but amazing and already putting it into practice! Edwin De Lange, CX Principle, Immersion Group, South Africa
Thank you so much Steve.. this achievement means a lot to me & huge credit goes to you.. looking forward to my next learning Amal Shaira, Director– Head of Client Service Improvement, Business Planning & Strategy, National Bank of Abu Dhabi, UAE
An honour to work with you Steve. A fantastic course Kath Milne, Director & Chairperson, Equality Lawyers, Australia
What an amazing journey to Accredited ACX Coach, this experience has completelytransformed how we measure, collaborate, communicate and innovate withthe customer in mind. Keen to guide the next willing souls on this journey. Durrel Ramrathan, Senior Analytics & AI Leader & ACX Mentor, Multichoice, South Africa
Thanks very much for an amazing course! You are a fantastic facilitator and I’m trulyblessed to have you share your wisdom with us. Jenny Simpson, Associate Director, National Australia Bank, Sydney, Australia
Learning by doing and exploring up-to-date real-life is what the program is all about. This is my third course with Steve, and I have witnessed tremendous improvements to its content and delivery and have never failed to leave amazed by the power of the techniques. Saud Albuainain, Director of Business Transformation, EY, Saudi Arabia
A year after training in London, I just wanted to note my continued gratitude.Hope to remain involved in the events and work with you again.. that mentoring was beyond invaluable. Juliana Coates, Member Services, University of Albany, New York
I’m writing to endorse the program. It completely changed the way I think. Steve Towers taught us amazing secret techniques of improvement. The program allowed me to apply all the learnings immediately after the training. Very practical training with a wealth of knowledge to share. This is a must training for everyone interested in making their lives better! Maria T Ferreira, Vice President, Client Experience Process Improvement Citi, New York
Steve has an amazing insight into some of my personal challenges and really helpedthrough his mentoring for me to refocus my energies with immediate renewed personal and career success CIO, Telco, South Africa
Thanks for your time and the fantastic course, delivered in Auckland recently. Looking forward to attending in June – will see if I can bring some colleagues!! Neal Ross, Chief Technology Officer, Ricoh, Australia
The detail was very relevant and extremely well presented. Steve is a great communicator and spoke extremely well. Paul Botes, Senior Manager, Standard Bank, South Africa
Brilliant Workshop. The speaker was awesome and gave great guidance on matters I am finding in the workplace. Cindy-Lee Muller, Marketing Coordinator, TPN Credit Bureau, South Africa
The workshop is highly recommended for anyone who wishes to simplify and thereby enhancing satisfaction. The speaker is immensely knowledgeable and demonstrates vast experience in the subject. David Mulovhedzi, Senior Manager, DPSA, South Africa
I did the training 2 weeks ago and it completely changed my world. Since then things are going really fast within our organisation. The rest of the guys in our executive team are completely sold on the concepts. To be honest I did not think it would happen that quick. Nachiket Gole, Chief Information Officer, Cap Gemini, India
You’ve fundamentally changed the way I think about every process. And inspired me to try Outside-In (OI) in all walks of life. The first two levels should be included in educational curriculums (yes, even at the junior levels). If everyone started applying OI, the world would be… where it should be. Mahesh Mirchandani, Group CTO, TruDoc HealthCare
If you are looking to improve your own professional then I would recommend the program and Techniques Stephen Nicholson, Certified Process Professional Master, BPM Systems, Australia
Excellent presentation, clear and concise. Absolutely Gripping Devendra Maisnam, Business Analyst, National E-Health Transition Authority, Australia
Thanks to you for a fantastic mentoring programme … I am an Outside-In fan now ! Jimmy Cuadra, CIO, ICI Paints Asia Pacific, Singapore
I was struck with awe on your versatile yet practical experience. Thanks for the wonderful session on CPP this week Syed Raashid, Specialist, Qatar Energy, UAE
Thanks again for the fantastic course and insights you provided. Sean Schurmann, Consultant, e&e Solutions, Australia.
Just a short note to say thanks again for the course. It was a truly mind-blowing experience and I will never think about process the same way again. Craig Reid, CEO & Founder, Professional Holiday Homes.
I wanted to tell you how much I enjoyed the book! It really helped tie together various concepts and practices I have been evolving towards over a number of years, crystallizing them into a simple but powerful framework. Steve Melville, Support Delivery Director, Oracle, USA.
Steve led the best training sessions I have ever taken in my 20+ years as a professional. After those sessions, I was able to have an immediate impact on my organization. Steve is a very sharp, personable, interesting individual and a real pleasure to work with. I continue to remain in regular contact with Steve and consider him an invaluable resource on BPM and on change management in general. Mark Barnett, Director of Global Process Practice, ACN, Inc. USA
I would like to thank you for a wonderful experience for me to know the nuances of ABPM. Taking us to a new level on how to view processes & implement by way of sharing your wealth of experience and enlightening us with the case studies & exercises. Director Quality Management Group, 3i Infotech Ltd., India
Exceptional and life-transforming. This training should be on every corporate agenda CIO, Apotex Pharmaceutical, Canada
Simple and different concepts which is path-breaking and easy to understand and deploy Director Business Consulting, Chennai, India
Excellent – he is a very good leader Senior Quality Analyst, AEC, Saudi Arabia
I want to thank you for the great content and coaching that you provided, the concepts resonated even more clearly when presented with your enthusiasm and experience. Director, H&R Block, USA
I really enjoyed last week and really learned a lot. I feel I had a Eureka moment yesterday when the wholeprocess diagnostics suddenly clicked into place. I remember you saying that once you grasp this, you will never look at processes in any other way. I am now actively evangelizing the CEM approach with our team. Senior Analyst, Investment Bank, London
Steve is an inspiring global thought leader. He is a creative visionary working on the edge of breakthrough change. Kenneth Mortimer, Principal, MBA & Associates Ltd
You are the tops! Everyone in the field should be exposed to the techniques experienced in this course. Personnel Director, Business Management, Bank of America
…was so helpful. The ability to ask questions/having a discussion after the day’s end was extremely good. I really appreciated the professional approach Telco Director, CIO of CEU, Hungary
Steve, as you know, I’ve been an advocate and activist for you and your program for over 10 years – the skill set that I received from you and your insights are essential and are key to keeping me relevant and preferred by my clients across so many business industries. Keep going, Steve, I appreciate it. Maxx Kochar, C.P.P., A.A.E., Sustainable Development Consultant, Silver Dart Group, North America
I think it’s been a lot of fun. It’s a practical process. It’s quite clearly mapped. You can understand; I think that’s how I’ve experienced it. There’s a real tying together of the Outside-in to a pragmatic way of thinking about improvement to an empirical base, to show people that it’s real and to do it quickly and I think that’s been refreshing. Reynardt Uys, CEO and co-founder, Fringe Studios, Johannesburg, South Africa
It was engaging, it was quick. I found it to be very practical. And very comprehensive So that, that was excellent. Also to see how many industries it has been applied to. I think there’s a real a track record there which increases my confidence in all of this.We now have Outside-In dashboards. We see it’s quantifiable. It’s not what I call fufu shihi which is, all the other stuff. But it’s like, to the point and I can see it’s executive. Nehal Shah, MD and co-founder, Fringe Studios, Johannesburg, South Africa
“This course provided a terrific holistic framework for how I can more richly think about how MOTs connect to Customer Experience and Customer Journey Management. It’s a terrific program that I’d recommend and encourage Professionals to strongly consider.”
Jim Lecinski, Professor, Kellogg School of Management
(Jim is the creator of ZMOTs and Micro MOTs as a VP at Google 2006-2018)
L.G. Lavengood Outstanding Professor of the Year Award (2022)
Choosing the best customer experience, customer journey management and process courses with professional qualifications can be a challenge. Read these testimonials from hundreds of clients and they will make your mind up.
Proven across 137 countries with 140K+ professionals qualified in its use.
Here are the concepts, techniques, tips and tricks available now.
The table below outlines various concepts, acronyms, and explanations of the CEMMethod v15 for customer experience management.
Key concepts include Moments of Truth (MOTs), Handovers (HOs), Business Rules (BRs), Customer Outcomes, the Triple Crown, the Disruption Factor, and measurement approaches like the Outside-In Dashboard.
MOTs, HOs, and BRs are core diagnostics that map and analyze the customer journey.
The goal is to drive improvements by transitioning from current to future state MOTs, HOs and BRs.
Customer Outcomes, ABACUS, CX6, and the Triple Crown framework focus on metrics and measurement.
Tools like the Disruption Factor, Outside-In Dashboard, and CX Diagnostic Relationship Map visualize and quantify the customer experience.
The methodology provides a systematic way to transform organizations and optimize customer experiences.
Here is the overview of the main CEMMethod concepts:
CEMMethod v15 Concepts
Ref.
Concept
Acronym
Explanation
1
Business Outcome Based Costing
BOBC
The costs associated with achieving a particular Business Outcome
2
Business Rules
BR
A BR is any decision point in an Experience.
3
Business Rules Type
BRT
“There are three kinds of Business Rules (a) Strategic (b) Regulatory, and (c) Operational”
4
Causal Flow
CF
“Causal Flow is a visual representation of the Cause and Effect relationships between MOTs, Hos and BRs.”
5
Customer Attributes
CA
Describe customers as if they are your friends (rather than segment by circumstance with demographics)
6
Customer Categorisation
CCAT
Customer Categorisation identifies three types of Customer (a) Funders (b) Watchers and (c) Enablers.
7
Customer Expecations
CEX
Customer expectations are the set of behaviors or actions that customers anticipate when interacting with a company’s products or services.
8
Customer Experience Audit
CXA
A customer experience audit is a comprehensive assessment of customers’ interactions and perceptions of a brand during every touchpoint of the customer journey.
9
Customer Experience Diagnostic Relationship Map
CXRM
“This technique is a visual representation of the cause and effect relationship between Moments of Truth, Handovers and Business Rules across a customer experience.”
10
Customer Experience Diagnostics
CXD
“The CX diagnostics include Moments of Truth, Handovers and Business Rules. Referred to as ‘diagnostics’ they are the ultimate Cause of Work.”
11
Customer Experience Justification Deck
CXJ
“A management deck that builds the case for Customer Experience. It uses as its justification the Triple Crown idea of simultaneously growing revenues, reducing costs and improving service.”
12
Customer Experience Lifecycle Elements
ABACUS
“The elements of the Customer Experience including Awareness, Buyin, Acquisition, Customisation, Use and Share.”
13
Customer Experience Lifecycle Map
CXLM
A visual representation of the MOTs in the context of the ABACUS elements.
14
Customer Experience Management Office
CXMO
The means to transform an organisation from the Outside-In.
15
Customer Experience Map
CXM
A representation of the Causes of Work and their associated tasks and Activities.
16
Customer Experience Six Measurement
CX6
The Outside-In CX measurement approach that goes way beyond traditional measures like NPS and CSat
17
Customer Outcome Based Costing
COBC
The costs associated with achieving a particular Customer Outcome
18
Customer Performance Landsape
CPL
A representation of the relationship between everyone and everything connected to the Successful Customer Outcome.
19
Disruption Factor
DF
A calculation based on MOTs and HOs that demonstrates the degree of disruption created by a change to the Customer Experience.
20
Disruption Factor Chart
DFC
“A graph of the status of the Disruption Factor including these elements: Death Spiral, Chaos, Uncontrolled, Inefficient, Optimised and Ideal.”
21
Disruption Factor Improvement
DFI
The improvement possible from the Current State CX to the Future State CX. Usually expressed as a % improvement.
22
Disruption Factor Status
DFS
The current Disruption Factor score.
23
Four Es Approach
4EA
An advanced measurement technique relying on objective data for 100% of MOTs
24
Future State Customer Experience
FSCX
“The MOTs, HOs and BRs associated with the Future State.”
25
Handover
HO
Any interaction in the Customer Experience not directly involving the customer.
26
Handover Type
HOT
“The type of Handover which could be Person-Person (PP) Person-System (PS) System-Person (SP), and System-System (SS)”
27
Key Customer Outcome
KCO
Part of the Customer Performance Landscape Key Customer Outcomes feed into the Successful Customer Outcome. They are documented also within the Successful Customer Outcome Canvas.
28
Moments of Truth
MOT
Any interaction with the Customer.
29
Moments of Truth Action Plan
MOTAP
The migration plan of Current State MOTs to Future State MOTs
30
Moments of Truth Level
MOTL
“MOTs can be at three levels: Macro, Operational and Micro.”
31
Moments of Truth Owner
MOTO
“The MOT owner. Ideally an individual, more often a department.”
32
Moments of Truth Type
MOTT
“The type of Moment of Truth which could be Person-Person (PP) Person-System (PS) System-Person (SP), and System-System (SS), Person-Product/Service or Prodct/Service-Person”
33
North Star Alignment Template
NSAT
A matrix which states the organisation objectives and the individual/team objectives
34
North Star Metrics
NSM
The aggregation and prioritisation of all SCOC Key Customer Outcomes.
35
OI Task Activity Map
OITAM
Two layers within the Customer Performance Landscape showing tasks and activiites.
36
Organisation Readiness & Competence Assessment
ORCA
The maturities model for the Habitat of the organisation.
37
Organisphere Relationship Map
ORM
“The relationship diagram showing the customer, the inner circle and the outer circle and their connections.”
38
Organisphere Structure Diagram
OSD
A picture of all the organispheres for certain/all categories of customer
39
Outside-In Action Plan
OIAP
The action plan with responsibilities and timescales for moving from current to future state
40
Outside-In Dash Framework
OIDF
A five day model of reviewing any inititaive to generate an actionable plan by day 5 delivering triple crown benefits within a month
41
Outside-In Dashboard
OID
A complete picture of the key metric to be monitored and controlled as part of the migration to customer centricity
42
Outside-In Innovation Landscape
OIIL
An itemised list of possible innovations and their associated value
43
Outside-In Migration Plan
OIMP
A prioritised listing of deployments to achieve Outside-In Customer Experience culture
44
Outside-In Stakeholder Assessment Matrix
OISAM
Key players impacting the outside-In Migration Plan
45
Outside-In Strategic Control System
OISCS
The strategic and operation approach for implementing the CEMMethod
46
Outside-In Strategic Matric
OISM
A matric contrasting the Process view (industrial age) with the Customer view (Outside-In age)
47
Points of Failure
POF
A formulaic approach to understand the status of an experience
48
Points of Failure Action Plan
POFAP
Moving from inside-out to Outside-In requires specific actions and ownership. The action plan details these.
49
Points of Failure Documentation
POFDOC
The document that identifies the removal of Moments of Truth and the associated benefits
50
Proactive-Reactive Index
PRI
A calculation based on how proactive an experience is converted into an index to understand the % improvements
51
Process Performance Landscape
PPL
A representation of the relationship between the processes and systems connected to the Successful Customer Outcome.
52
Red Amber Green Analysis
RAGA
A listing of metrics contrasting outputs measures v. outcome measures.
53
Risk Evaluation Table
RET
Not every MOT is created equal. The RET assess the likelihood of failure at any MOT within an experience.
54
Risk Impact Matrix
RIM
A visual comparison of the MOTs regarding the impact of failure against the customer and organisation vectors.
55
Six Step Innovation
6Si
An Outside-In measurement system that can assess the performance of experiences and their associated MOTs
56
Successful Customer Outcome
SCO
The stated achievement of customer needs by delivering against outside-In measures identified in the SCOC.
57
Successful Customer Outcome Canvas
SCOC
“Eight questions answered that build an objective understanding of a customers needs, expectations and aspirations.”
58
Triple Crown
TC
“The simultaneous ability to grow revenues, reduce costs and enhance service.”
59
Triple Crown Value
TCV
A measurement of the scale of the Triple Crown wins.
You can access the CEMMethod through the
BP Group and Partners professional qualifications, including:
“This course provided a terrific holistic framework for how I can more richly think about how MOTs connect to Customer Experience and Customer Journey Management. It’s a terrific program that I’d recommend and encourage Professionals to strongly consider.”
Jim Lecinski, Professor, Kellogg School of Management
(Jim is the creator of ZMOTs and Micro MOTs as a VP at Google 2006-2018)
L.G. Lavengood Outstanding Professor of the Year Award (2022)
A cornerstone of the best CX companies is their ability to win the Triple Crown. What is that and How Can You win it too.
Image Source: Unsplash
In today’s highly competitive business landscape, companies of all sizes and industries face the challenge of achieving sustainable, profitable growth. Traditional strategies focused on new customer acquisition are no longer sufficient in a world where offerings are becoming increasingly commoditized and digital-native firms disrupt the market with innovative and personalized offers. To overcome these challenges, companies need to shift their focus towards their most powerful competitive advantage: their existing customer base.
The Power of Experience-Led Growth
According to McKinsey, compensating for the value of one lost customer can require the acquisition of three new customers. On the other hand, 80% of the value creation achieved by the world’s most successful growth companies comes from unlocking new revenues from existing customers. These companies have mastered the art of experience-led growth, a strategy that revolves around providing a distinctive customer experience (CX) consistently and proactively.
Experience-led growth is a powerful strategy that sets successful companies apart from their competitors. It allows them to entice existing customers to choose their brand, leading to behavior changes that can be measured by concrete financial metrics such as share of wallet, repeat purchases, or net revenue retention (NRR). Companies that prioritize customer experience and delight their customers are able to achieve greater value from their current customer base, resulting in significant financial outcomes.
Shut Up and Listen to Your Customers
One classic example of experience-led growth is the transformation of a mobile telecom operator that faced an existential crisis. The company was losing customers to competitors who offered better network coverage and enticing cut-price offers. In an effort to retain customers, the company used contracts to lock them in, but this strategy backfired and created resentment among customers.
The CEO of the telecom operator had a wake-up call when he listened in to customers’ calls to the call centers during his morning commute. The frustration expressed by customers shocked him and prompted a turnaround in the company’s approach. The company eliminated contracts, allowed anytime upgrades, made every new customer offer available to existing customers, and improved its network. Additionally, the company reinvented its approach to service.
The results were remarkable. Customer satisfaction ratings jumped from worst to first in the industry, and customer churn rates were reduced by 75 percent. Over a three-year period, the company’s revenues nearly doubled, outpacing its key competitors’ revenue growth threefold. This success story emphasizes the importance of listening to customers and addressing their pain points to drive growth.
The Link Between CX and Revenue Growth
There is a strong correlation between a company’s CX ratings and its revenue growth. McKinsey’s analysis shows that companies that are leaders in CX achieved more than double the revenue growth of “CX laggards” between 2016 and 2021 in the United States. Furthermore, CX leaders rebounded from the COVID-19 pandemic more quickly than other companies.
Growth outperformers are more likely to know their customers personally, have a compelling growth story, and use predictive analytics to deliver the right messages to the right customers at the right time. These companies prioritize long-term growth over short-term profit and cultivate growth from existing customers by making it enjoyable to use more of their products and services over time.
The Three Pillars of Experience-Led Growth
Experience-led growth strategies rest on three pillars: setting a clear growth aspiration and purpose, transforming the business through customer-centricity, and enabling the change by reimagining culture and capabilities.
Setting a Clear Growth Aspiration and Purpose
Companies executing experience-led growth strategies start by defining a clear vision for their desired financial outcome. Instead of driving CX for its own sake, these companies prioritize the customer experiences that will deliver the desired outcomes. They also identify the metrics they will use to measure success, such as share of wallet, repeat purchases, or NRR.
For example, a major logistics company set a bold aspiration to become the logistics player of choice for both its business customers and their end-customers. The company aimed to build long-term, value-generating relationships with customers by providing exceptional experiences. This aspiration was closely tied to additional revenues targeted in the hundreds of millions of dollars.
Transforming the Business: Reinventing Customer-Centricity
Leaders in companies executing experience-led growth strategies understand the pain points that hinder growth and translate their ambitions into redesigned customer journeys and an effective cross-functional operating model. They are adept at expanding revenue pools by inventing new offerings and experiences.
A global B2B power-tools company recognized the need for a step change in its approach to CX to remain ahead of competitors. The company set a clear aspiration for its CX transformation: faultless reliability, accessibility, and transparency. It redesigned customer journeys, identified key moments of truth, and implemented actionable “voice-of-the-customer” metrics. These efforts led to tangible improvements in customer journeys and continued double-digit annual revenue growth.
Enabling the Change: Reimagining Culture and Capabilities
Large companies implementing experience-led growth strategies must shift their organizational cultures and build new capabilities. These capabilities range from design thinking to cross-functional collaboration to effective use of CX measurement insights, ensuring sustained improvements in wallet share, cross-sell rates, and retention rates.
A major regional healthcare provider embarked on a multi-year transformation by training employees on agile ways of working and implementing powerful new advanced analytics capabilities. The company developed a customer data hub that aggregated millions of records from multiple data sets. This enabled the provider to build machine-learning models that triggered proactive interventions based on data-driven analysis. The improved capabilities enabled the company to sustain the benefits of its transformation over time.
The Benefits of Experience-Led Growth
Successful experience-led growth strategies can deliver a range of significant financial benefits. According to McKinsey, these strategies can increase cross-sell rates by 15 to 25 percent, boost companies’ share of wallet by 5 to 10 percent, and improve customer satisfaction and engagement by 20 to 30 percent.
Companies that prioritize customer experience and embrace experience-led growth deliver 30 percent higher Total Return to Shareholders (TRS) and nearly double the shareholder value compared to their industry peers, on average. These companies achieve sustainable revenue growth by providing exceptional experiences to their existing customers.
Conclusion
In a world where offerings are increasingly commoditized and disruptive digital-native firms target customers with innovative and personalized offers, companies must shift their focus to their existing customer base. Experience-led growth is a powerful strategy that allows companies to unlock new revenues from existing customers. By providing a distinctive and proactive customer experience, companies can drive sustainable, profitable growth.
To succeed with experience-led growth, companies must set clear growth aspirations and link them to value. They must transform their businesses by reinventing customer-centricity, redesigning customer journeys, and expanding revenue pools
Do You want the Inside track? Let’s talk! A no obligation discovery chat where I will provide specific examples and valuable takeaways you can use immediately to deliver PRAGMATIC CX success.
“This course provided a terrific holistic framework for how I can more richly think about how MOTs connect to Customer Experience and Customer Journey Management. It’s a terrific program that I’d recommend and encourage Professionals to strongly consider.”
Jim Lecinski, Professor, Kellogg School of Management
(Jim is the creator of ZMOTs and Micro MOTs as a VP at Google 2006-2018)
L.G. Lavengood Outstanding Professor of the Year Award (2022)
The latest research into Customer Experience Measurement makes stark reading. Get the inside track and data to support your business case for CX.
Customer experience (CX) is one of the most important factors influencing customer satisfaction, loyalty, retention and revenue. However, measuring CX can be challenging and complex, especially with existing systems that are often too subjective, retrospective and non-representative®.
If you are a senior business person or a customer experience professional who wants to gain organisational support for your efforts, produce actionable plans that improve customer experiences and build credibility for your CX efforts, then you need a new and innovative system to help you measure CX effectively and efficiently.
Some of the common challenges and limitations of existing CX measurement systems are:
They rely too much on subjective feedback from customers, such as surveys or ratings, which can be influenced by various factors such as mood, memory or social desirability
They are too retrospective, meaning they capture customer opinions after the experience has occurred, which can miss important moments or emotions during the experience
They are not representative, meaning they only capture a small sample of customers willing or able to provide feedback, which can skew the results or miss important segments or personas.
Some of the recent findings make for stark reading:
According to a McKinsey survey, the typical CX survey samples only 7 per cent of a company’s customers, providing an extremely limited view of what customers experience and value[1]
Another McKinsey report states that nearly two-thirds of respondents ranked the ability to act on CX issues in near real-time as among their top three priorities, but only 13 percent of leaders expressed certainty that their organizations could achieve this level of rapid insight through existing systems[2]
Too much subjective data often makes aligning customer goals with business outcomes difficult. Getting lost in the sheer mass of available data is far too easy.
These challenges can lead to inaccurate or incomplete data on customer experiences, resulting in poor decisions or actions that do not address customers’ real needs or expectations. This can ultimately affect customer satisfaction, loyalty and retention.
So how can you enhance your CX measurement with objective, fact-based and actionable approaches?
How can you connect a modern CXMS to business goals and outcomes?
One way is to adopt approaches that add to existing CXM systems by incorporating six elements that directly measure experiences: How Easy, How fast, How convenient, How trackable, How personalised and How predictive.
Combine those measures with a unifying model, such as the Customer Performance Landscape® and directly link the customer experiences with business goals.[3]
The CEMMethod® Customer Performance Landscape®
Over the last decade, we have codified these best CX measurement practices into the Customer Experience Management Method® (CEMMethod®). These approaches are based on leading global companies’ ‘next’ practices. Sometimes, the Customer Experience 6 (CX6) measurement approach has completely replaced previous systems like CSAT and NPS.
The CX6 includes easy-to-measure elements across all experiences and can produce results from a simple and quick analysis. The approach will ensure full support from the business leaders and put all your CX efforts on steroids. It also doesn’t mean you have to abandon those dated approaches to CX measurement – you can either implement CX6 as a complementary approach or as a complete standalone system.
If you would like to see how the CX6 can help we invite you to join our upcoming webinar on measuring customer experience with CX6.
In this webinar, you will learn:
What are the main challenges and limitations of existing CXM systems
What are the six elements of CX6 and how they relate to customer expectations and preferences
How to measure each element of experience using different methods or tools
What are the main benefits of using CX6 for organizations and customers
How to use CX6 in practice with a live demonstration
By attending this webinar, you will discover how CX6 can help you overcome the challenges of existing CXM systems and deliver better outcomes for both customers and organizations. You will also get to ask questions or share feedback on our presentation.
Take advantage of this opportunity to learn how to measure customer experience with CX6: a new and innovative system. Register now by clicking this link https://cemnext.com/cxm_landing and reserve your spot today!
Get yourself and your colleagues ‘upskilled’ with the Accredited Customer Experience Professional® to acquire the latest tools, techniques, and proven approaches to winning with Customer Experience.
RECOMMENDED QUALIFICATION: The Accredited Customer Experience Professional® (ACXP): https://bit.ly/GCCACXP
If you want to check if your colleagues are already qualified do a search with #ACXP on Linkedin.
Customer Experience Frequently Asked Questions – the first we look at is ‘What is Customer Experience Management?”
This and eleven other Frequently Asked Questions associated with Customer Experience Management are discussed with supporting videos and decks at www.bpgroup.org/cxfaq.html
So what exactly is Customer Experience Management (CEM)?
Customer Experience Management (CEM or CXM) is a strategic and operational approach commonly used as a competitive differentiator. It involves aligning every aspect of an organisation towards delivering customer needs and successful outcomes no matter how far removed the customer is perceived to be.
This includes:
Customer journey – what the customer does, expects and feels.
Customer Interactions.
Supporting internal process.
Associated team and hierarchy structures.
Performance metrics.
Digital capabilities.
Vision, mission & strategy.
Typically, companies who engage in Customer Experience Management activities outperform those who do not.
Customer Experience Management (CEM) is the practice of proactively managing customer interactions, perceptions, and emotions to create positive customer experiences throughout the customer journey.
It involves understanding customer needs, preferences, and expectations and then creating tailored experiences that meet these needs, that are memorable and leave a lasting impression.
CEM also requires connecting the customer experience to the means of delivery, such as the organisation’s people, processes, and systems. This means that CEM requires a comprehensive understanding of the customer journey and ensuring that the organisation’s people, processes, and systems can work together to provide a seamless experience that meets customer needs and expectations. Additionally, CEM requires a focus on developing customer relationships and fostering loyalty by providing ongoing support, feedback, and value
Review the Twelve Frequently Asked Questions associated with Customer Experience Management are discussed with supporting videos and decks at www.bpgroup.org/cxfaq.html
When Steve Jobs kicked off the Customer Experience (CX) movement in 1997 (video here), he crystallized the idea of understanding customer NEEDS before doing anything else.
At the same time, another CX genius, Jeff Bezos, was three years into creating the most profitable company on the planet and precisely understood Steve Jobs ‘working backwards’ imperative.
There is this Need (even though customers don’t know it yet), and I can create the desire and meet that Need now.
Overview of customer experience featuring 23 must attend conference in 2023
As a business leader, you know the importance of customer experience (CX) and its impact on your success. But do you know about the must-attend customer experience conferences for 2023?
Must-Attend Customer Experience Conferences in 2023
Now that you know the importance of customer experience, let’s take a look at the must-attend customer experience conferences in 2023:
These conferences are great opportunities to learn the latest strategies in customer experience, network with other industry professionals, and gain invaluable insight into the customer experience industry.
Conclusion
Customer experience is an essential part of any business’s success. It involves understanding customer needs and developing strategies to meet those needs. It also involves creating customer-centric strategies, setting customer goals, and measuring customer satisfaction.
Attending customer experience conferences is a great way to learn the latest strategies in customer experience, network with other industry professionals, and gain invaluable insight into the customer experience industry.
Review these 23 top-rated CX Conferences for 2023 to start your journey to become a customer experience expert!
Dr. Durrell Ramrathan is for many an unsung hero carving a path for the rest of us to follow as he takes CX and Analytics to the next level. This recent keynote is exactly what |I am talking about, chokka block full of useful practical guidance and some great stories at the same time.
Watch the presentation here and download the transcript below.
There are always more questions than answers 😉 However, in the ACX Masters program, we cover all the bases and provide a set of tools and approaches that enable you to WIN THE TRIPLE CROWN in every CX initiative Join us soon!
It’s difficult to imagine implementing significant change within a large multi-national B2B organisation while dealing with the complexities of COVID and supply chain issues. However, this case study achieves the triple crown of business benefits by increasing revenue, decreasing costs, and significantly increasing value by reducing “time to respond.”
This organisation achieved outstanding results by taking an outside-in approach to customer outcomes and driving results through goal-driven collaboration. As a result, they were able to expand on a large scale during the COVID period.
When Steve Jobs kicked off the Customer Experience (CX) movement in 1997 (video here), he crystallized the idea of understanding customer NEEDS before doing anything else.
At the same time, another CX genius, Jeff Bezos, was three years into creating the most profitable company on the planet and precisely understood the working backwards imperative.
A young fresh-faced Jeff Bezos
There is this Need (even though customers don’t know it yet), and I can create the desire and meet that Need now. The rest is history. Watch the 2-minute video here.
Do you want to embrace advanced Customer-Centric thinking and become Outside-In?
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.
CX is a Team Sport – Play It To Win
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.
📈 So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. 👍
In the corporate world, a silent and insidious problem exists – jargon. ☠️ 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:-
🙄 Eyes glazing over during presentations
😵💫 Sudden confusion about the meaning of words being used
😵 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.
Let’s review a couple of examples and possible cures.
🌩️ The Outbreak of Disruptive Innovation ⚡
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.’
🍎 The Epidemic of Low-Hanging Fruit 🍏
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:
👉 Open a window. Fresh air helps.
🫙 Introduce a ‘jargon jar.’ Offenders contribute to the coffee fund.
🗣️ Use plain language. It’s refreshing and, surprisingly, more efficient.
📨 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. 🔡
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.
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:
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.
The Advanced CX program Frequently Asked Questions
1. What is the Accredited Customer Experience (ACX®) Program?
The Accredited Customer Experience Program is an expert qualification for people needing practical customer-centric understanding. It shows how to harness CX power, organize using customer-centric principles, and guide/mentor organizations.
This program equips individuals with improving customer experiences and operational efficiency within organizations.
The knowledge and skills are taught in a hands-on, pragmatic style.
2. What are the eligibility requirements for the ACX Program?
Anyone can take the ACX Program – there are no eligibility requirements. If you want to learn about customer-centricity, you can participate.
It’s a hands-on, workshop-based course. Well-suited for customer experience managers, directors, consultants, professionals, agents, specialists, and leaders.
3. What are the benefits of the ACX Program?
Participants understand customer centricity practically. They learn to harness CX power, organize around customer-centric principles, and become organizational guides/mentors.
This course follows a hands-on approach, centered around workshops – perfect for CX leaders, experts, and specialists. It helps build customer centricity skills practically.
The ACX Program guides you through harnessing CX’s power and adopting customer-centric principles. You can mentor others too.
BPG and global partners deliver this program. Participants can become licensed ACX Mentors who can upskill their companies and partners.
4. How long does it take to complete the ACX Program?
The program is available as an open enrollment or in-house option. You can complete it flexibly, at your own pace. However, 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 CEMMethod®?
The CEMMethod® 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 Experience® Program and is based on the codified Next practices of the world’s leading exponents of Customer Centricity.
6. What is the CX Transformation Ecosystem?
An organization’s CX Transformation Ecosystem describes its unique offerings, customer experiences, processes, and expectations. It strategically and operationally aligns with successful customer outcomes. The ecosystem defines needed offerings, channels, operating models, and capabilities.
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® 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. Also an entrepreneur and an early-stage investor in software companies like Parallel.
👉👉 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! 👍👍
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. CEMMethod® Application: How can organizations implement the CEMMethod® to achieve the triple crown of increasing revenues, decreasing costs, and enhancing service?
Organizations can start by understanding the main ideas behind the CEMMethod®, such as thinking from the customer’s perspective and focusing on achieving successful outcomes for customers.
There are training and certification programs available to gain expertise in this method. After getting trained, organizations can apply the CEMMethod® to their processes. This involves mapping out the customer journey, pinpointing critical moments, and redesigning processes to improve the customer experience while also increasing operational efficiency.
3. Professional Qualification: What are the steps to become qualified in customer experience and process management through the BP Group’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.
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® 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. Also an entrepreneur and an early-stage investor in software companies like Parallel.
In the digital jungle, we’re all on a safari to spot the rarest of beasts: focus! 🌿👀 Amidst the wild thicket of information, we’ve tracked down the ‘Big Five’ of blogs, as voted by our tribe of savvy members. These blogs will help you tame the wilds of business busyness with wisdom, wit, and a few well-timed roars of insight! 🦁📚
They are Rated by ACX and CPP professionals for their content, objectivity and interesting articles/research into CX and Experience Management (XM).
The most popular blogs to bookmark
Customer Bliss: Jeanne Bliss is the maestro of CX, conducting a symphony of savvy advice and dynamic strategies that’ll have your business dancing to the rhythm of improvement. https://www.customerbliss.com/
Adrian Swinscoe: Tune into Adrian’s blog for a mixtape of interviews, reviews, and riffs on CX. The backstage pass to insights will have you cheering for an encore. https://www.adrianswinscoe.com/
Joseph Michelli: Michelli’s blog is a treasure trove of CX gems – it’s like the Swiss Army knife for customer experience aficionados! But wait, there’s more! He’s also the maestro behind a lineup of chart-topping books and the go-to guru for businesses eager to skyrocket their CX to stratospheric heights. 🚀📚 https://www.josephmichelli.com/blog/
CustomerThink: Join the global huddle of business MVPs at CustomerThink, where the playbook is all about scoring big with Customer Strategy, Leadership, and Innovation. https://customerthink.com/
Shep Hyken: Shep’s blog is like a power chord of customer service wisdom, strumming out amazing experiences with tips so actionable, that you’ll want to stage dive right into implementation. https://hyken.com/blog/
👉 Frequently Asked Questions related to this post
1. Criteria for Ranking: What criteria or metrics were used to determine the top five customer experience blog rankings?
The professional members of the BP Group (140K people in 137 countries) most often cite these blogs as the ones they visit most often.
Also during the annual survey (now 32 years) we specifically ask “who provides you with the best up to date and engaging information on the web?”
2. Reader Engagement: How do these blogs engage with their readership, and what kind of community interaction can one expect?
In addition to notices from the blogs, their owners also communicate with their LinkedIn followers. The information is usually directly helpful and upbeat, emphasizing the development of Customer and Experience Management.
3. Blog Updates: How frequently do these top-ranked blogs update their content, and what is their articles’ typical length or depth?
Usually, it is easy to read one-pager, and sometimes, it connects with more in-depth resources. Some blog posters are frequently posted on Linked In and other social platforms like Instagram, X (formerly Twitter), and Facebook.
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® 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. 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. 👍
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 CEMMethod® that revolutionized business thinking! “The Outside-In Strategic Matrix (OISM)” – originally developed by 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 Masters® and Certified Process Professionals® in their ranks.
Here are some truly remarkable people coaching, training and executing the 2024 business challenges.
The CEMMethod® is the Swiss army knife of customer experience excellence
The CEMMethod®, 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 CEMMethod® 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 CEMMethod® 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 CEMMethod® 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.
📈 So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. 👍
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.
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.
📈 So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. 👍
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 by 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!
The CEMMethod® is the Swiss army knife of customer experience excellence
The CEMMethod®, 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 CEMMethod® 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 CEMMethod® 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 CEMMethod® 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.
Here’s just one example from last week of all times where Tesla, let’s put the name out there as a warning to others, has been, over the years, the top in Net Promoter Score performance, if you like, across their particular industry. And yet at the same time, their customers are experiencing increasing issues.
Poorer customer service has mapped through the number of complaints that they were receiving. So how could it be that they were being so successful with N P S compared with the rest of the industry? While at the same time the number of complaints have been increasing. And last week it was noted that people were gaming the system.
if you pay people for doing dumb stuff, they’ll get really smart at it.
Steve Towers
Tesla not measuring up
They were doing this by attaching the NPS and Customer Satisfaction scores to bonus schemes. Hence, not surprisingly, the scores were going up, the scores were improving month on month, quarter on quarter and year on year, right? And as it says, if you pay people for doing dumb stuff, they’ll get really smart at it.
And that’s precisely part of Tesla’s problem. And this goes back, and this isn’t like one incident. This goes back six or seven years, and there are reports that you can get through the links later on. They laid off a whole bunch of staff in finance and marketing for actually gaming the system and being very selective about who they asked and who they surveyed to produce the right results.
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.
