Author: steve towers

Do you remember when a minute was 60 seconds?

A2ZLogix produced this wonderful analysis of One Internet Minute current trends, namely from 2014-2015

A minute just isn’t the same these days


In every respect growth is apparently exponential. The implications are (without hyperbole) fundamental to businesses aiming to deliver successful outcomes. Come to that who isn’t trying to deliver successful customer outcomes?

Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

Certified Process Professional Masters Champions (CPP-Master) Program

An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html


Process Excellence – where to now? Do we go quietly into the night….

We are gearing up for the next Customer and Process conference series, not least of which is the annual Australia PEXWeek event.

Here Steve Towers talks on the future of Process Excellence in the context of digital disruption and all things customer.

See the latest agenda at www.pexweek.com.au

Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

Certified Process Professional Masters Champions (CPP-Master) Program

An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

Icebreaker awesomeness

Join James Dodkins for this quick, effective and fun icebreaker. Easy to do and always creates an enthusiastic buzz as a prelude to any meeting, seminar or training session.

For more join us…


Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

Certified Process Professional Masters Champions (CPP-Master) Program

An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

South Africa pumps up the CEM Volume

Newly qualified CPP Champions in Johannesburg, April 2016
I can safely say that things are looking up in South Africa for the customer experience management community. 
My tenth annual visit concluded today after a week which included a CPP Champion session (see the team photo), a stimulating Certified Process Professional sundowner (with a remarkable turnout of 40+) and then finally leaders of African enterprises met for breakfast to review latest happenings in CEM,  BPM, and all things customer. 

CPP Champions preparing their cases
The breakfast session included a small deck on ‘control the customer interaction and you control everything’.
You can get that here.
CEO IQ Business Adam Craker Chairs the Exec session
If you are in Africa and would like to join the ranks of Certified Process Professionals then IQ Business are the BP Group partners on the ground. With a cadre of experienced coaches, you can become qualified as a CPP Master or indeed have your internal CEM programme reviewed and mentored.
More than 60 companies have done so since 2013.
South Africa CPP Masters: http://www.iqbusiness.co.za/events
Global CPP Masters:
bpgroup.org/book-class.html
My next African adventure is later in the year so if you are qualified as a CPP Master I look forward to you joining me for the next level highly acclaimed three-day CPP Champions.
All the Best,
Steve 

Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

Certified Process Professional Masters Champions (CPP-Master) Program

An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

25 Critical Customer Service statistics for Customer Experience

The world of Customer Experience is full of hyperbole. What about the measurements, the data that provides the evidence we all feel that the most important thing a business can manage is its customers? Here is a collection of data from many sources.
Useful when you are making the case 🙂

You can download this analysis from http://bit.ly/25CustomerStats
Do you have any stats from validated sources to share?

Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

Certified Process Professional Masters Champions (CPP-Master) Program

An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

Class of Orlando, 2016 wins the CPP Masters crown

Congratulations to the new CPP Masters in Orlando. A great week was had by all with Paul Pennanen, Tommy Chance, Grant Torben Greenall, Randy DeSpain, Mike Fenocketti and Danielle Hollis stepping up.

In fact Paul Pennanen (left) made his return ten years after his original CPP Mastership. His original class of 2006 keeps in touch and Paul admitted “It was time to renew. And boy this is so different to back then.”

You can review upcoming classes – just don’t leave it as long as Paul…

Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

Certified Process Professional Masters Champions (CPP-Master) Program

An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

Get Foundations for Customer Centricity with compliments

One from the archives in 2007 before Holacracy became a fashion 😉
Strange to think we didn’t have iphones or even smart phones then.
(That’s my excuse for the vid quality).

PEX Event Florida – Winners reel

The Annual conference in Florida is always THE great networking event of the year. With terrific presentations and exchanges with the cream on the cake being the Awards. This year it was especially nice to see the worlds first CPP Champion, Erika Westbay, winning the Award as the leading member of the Process and Customer Experience Management community.

Customer Experience Management takes centre stage

Is Customer Experience Management (CEM) a real thing for your company, or just more fluff and nonsense talked of but not delivered? 

Last week I chaired a remarkable one day event in Sydney Australia. The theme “Customer Centricity Innovation Lab” seemed interesting but there was no real indication of the difference we were about to experience. 

Hon. Victor Dominello MP Minister for
Innovation & Better Regulation


From the get go the first speaker, The Hon. Victor Michael Dominello MP – Minister for Innovation and Better Regulation for NSW (yes you did read that correct). Innovation and Better Regulation?! 

What seems like a paradox and conflict is in fact an essential for better government and rather than Innovation falling foul of all the red tape working the two hand in hand makes sure the regulations become aligned to encouraging customer/citizen success. Victor related a recent story of work in the Northern Territories that delivered precisely the benefits needed. 

What a terrific way to start the Innovation Lab and so refreshing to hear from a politician actually being more busy doing and delivering than promising and debating. We should all be so lucky to have MP’s of this calibre and application!  

In a packed day of round-tables and talks seventeen session mentors shared their experiences across all industry sectors. One theme rules them all – the customer and our organisations ability to align to Successful Customer Outcomes.

Dirk Dalichau, Chief Operating Officer,  Ovolo Group

The business keynote was an incredible insight into the changing world of hospitality from Dirk Dalichau, Chief Operating Officer, Ovolo Group (Hong Kong). 

If you have stayed at a hotel for leisure or business you would love this presentation. Dirk focused on those Moments of Truth everyone experiences in a hotel and how Ovolo, by taking the Outside-In perspective innovated their offering to something quite exceptional. 

By way of example Dirk walked us through the customer experience and the impact of people recruitment – how about a party as the main piece of your recruitment interview? 


I have just booked my next stay in Sydney – guess where? 1888 Hotel, Darling Harbour to sample Ovolo Groups Australia offering. Watch this space for my report.



Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

Certified Process Professional Masters Champions (CPP-Master) Program

An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html


Customer Experience Management planned for centre stage

Knowledge Lab is hosting their first BIG one day conference (nay Lab) this week in Sydney at the Shangri-La on Tuesday.  www.knowledgelab.com.au


With an eclectic mix of senior speakers and attendees this promises to be a significant event. In a varied agenda with talks, case studies, keynote and roundtables the objective is clear – to facilitate and advance a discussion on all things Customer Experience, not just downunder but globally.

Speakers from 16 countries covering themes such as 

  • FLIPPING THE OPERATING MODEL TO DELIVER SUPERIOR CUSTOMER EXPERIENCE, 
  • DIGITAL CENTRE OF ENABLEMENT FOR SERVICE INNOVATION, 
  • CUSTOMER CENTRIC LEADERSHIP,
  • THINKING OUTSIDE-IN – WHAT WORLD-LEADING ORGANISATIONS ARE DOING DIFFERENTLY, WHO ‘REALLY’ OWNS CUSTOMER EXPERIENCE?
Couple those with a ten plus Streams on the Innovation Lab agenda….

Chairing the event is Dr. Morgan Jones, CPP Champion and Head of Group Productivity, Commonwealth Bank.
Going back the events I have seen Dr. Morgan chair this promises to be an humdinger!

Find out more via www.knowledgelab.com.au and perhaps see you there?