Yesterday someone asked me why was I publishing all the FREE material?
Well, in my line of work I am so often asked ‘who is the best person to watch on youtube about y?’ and of course each of us has our go-to person or people that we always mention. Terrific speakers and storytellers alike but I wanted to go one step further and collate some favourites. But then can it just be my opinion (as good as that could be?). No.
So I have scoured the web for the organisations who take time to run Awards programs and pass on that information for broader consumption. You could of course just go on Youtube and search for hours (and days) but these Tiptop Influencer lists make short work of that.
We all know times are difficult so I wanted to use the current challenges of many of us in self-isolation to our collective advantage and launch a spiffy online series of sessions focused on the very latest ‘Next practices’ to complement your customer experience/process certification.
Steve keynoting in Romania in March 2020
For the first time ever, I’ll be teaching Outside-In 2020 Vision Workshop starting soon with SIX sessions over SIX weeks, and then a Bonus seventh session.
This training will be held online in a live weekly interactive video class. You’ll get your questions answered, see live-action, and practice with others. Each week will be about 3 hours.
If you’ve already found value in customer experience and process thinking, and want to go farther, I hope you join these sessions.
DATES for the Six LIVE Sessions
(and timezones)
South Africa – Register Here Now >> Monday: April 6, 13, 20, 27 May 4, 11 <<
Australasia – Register Here Now >> Tuesday: April 7, 14, 21, 28 May 5, 12 <<
USA – Register Here Now >> Wednesday April 8, 15, 22, 29 May 6, 13 <<
Europe – Register Here Now >> Thursday April 9, 16, 23, 30 May 7, 14 <<
PRICES Session One Only (to test if this works for you) USD 97 AUD EURO Session 1-6 (early bird) USD 297 AUD EURO Session 1-6 USD 597 AUD EURO
Explore Deeper Outside-In
This will be an opportunity for people already using the CEMMethod to go farther and to systematically explore significant areas of process and customer experience transformation. Working together as a group we can learn from and be inspired by each other, as well as gain from Steve’s experience.
We will learn…
New Outside-In principles.
New methods and formats.
Learn more about advanced Outside-In practices.
How to deal with challenges we’ve encountered – in our own work and with the people in our organisations.
Learn and begin to deploy the Outside-In Customer Performance Landscape. This is a powerful tool that literally connects the dots of everyone and everything an enterprise does.
How to integrate the different approaches and formats into a single approach.
Woven into the teaching, we’ll have the opportunity to explore unexpected aspects of Outside-In and the CEMMethod as they emerge.
Because this work is operating on a different level than most of us are accustomed to, frequently small (or big) “misunderstandings” on the part of the unconscious mind can hold us back — until our system “gets it.” We will explore how to identify these “misunderstandings” and how to create new insights and “aha” moments. DATES for the Six LIVE Sessions (and timezones)
South Africa – Register Here Now >> Monday: April 6, 13, 20, 27 May 4, 11 <<
Australasia – Register Here Now >> Tuesday: April 7, 14, 21, 28 May 5, 12 <<
USA – Register Here Now >> Wednesday April 8, 15, 22, 29 May 6, 13 <<
Europe – Register Here Now >> Thursday April 9, 16, 23, 30 May 7, 14 <<
My personal interest in teaching this
From my experience so far, I believe thinking and practising Outside-In has the potential to guide each of us individually on a path that is transformative. And because it brings more wisdom, clarity, compassion, and humour, it can bring needed healing and transformation to our world.
I would like to support those wanting this deep transformation, and those wanting to coach others, to have the skills and experience that will make this possible. That’s the purpose of this Advanced Outside-In Training for 2020.
I’ll be including as much as I can fit in of what I’ve learned over the past two decades exploring this work in my own life.
Seeing Outside-In online soon
Live Online Video Training
This will be an online course, so you can participate from any location. We’ll have interactive video, so it will be much like in-person training — except you won’t have any travel costs.
A big benefit from this course will be participating in the paired exercises with coaching available. Each exercise will take us into different Outside-In territory.
Training Dates & Times
We’ll meet approximately 3 hours, once a week, for 6 sessions. After the training, there will be a bonus coaching session to help integrate the learning. DATES for the Six LIVE Sessions (and timezones)
South Africa – Register Here Now >> Monday: April 6, 13, 20, 27 May 4, 11 <<
Australasia – Register Here Now >> Tuesday: April 7, 14, 21, 28 May 5, 12 <<
USA – Register Here Now >> Wednesday April 8, 15, 22, 29 May 6, 13 <<
Europe – Register Here Now >> Thursday April 9, 16, 23, 30 May 7, 14 <<
PRICES Session One Only (to test if this works for you) USD 97 AUD EURO Session 1-6 (early bird) USD 297 AUD EURO Session 1-6 USD 597 AUD EURO
How this Online Training Works
The training will happen online through Zoom.
This will be an extended training, meeting approximately 3 hours, once a week, for 6 sessions. Each session we’ll learn at least one new format. As with the live training, I’ll demonstrate each new method, you’ll be able to practice each method, and we’ll have time for discussion afterwards.
We’ll be able to include everyone’s video feed so that we can see and hear each other. When I’m talking you’ll see and hear me. Then when I do a demonstration, you’ll be able to see me and the work I am doing. When there’s a discussion, we’ll be able to see who is sharing.
We’ll be able to do exercises in pairs, by using Zoom’s “room” feature. Each pair will have their own “video room” to do the exercise, and you’ll be able to raise your hand and call me into your room if you want coaching assistance. Once the exercise is done we’ll return to the meeting as a group.
Access the recordings of the sessions, anywhere anytime to suit your Needs.
Recordings You Can Review Each training session will be recorded, and you’ll have the opportunity to view the recording as many times as you like in between sessions. If you have to miss a session, you can catch up by viewing the video. The recordings will remain available (to training participants only), until 2 weeks after the last training session.
Extra Support Included in this training, I’m offering a follow-up group coaching session, (meeting online and recorded), just for participants in this training. The intention of this coaching session is to support you in integrating your new learnings about Outside-In, in your life and your ongoing practice. You’ll be able to share how things are going and ask questions about challenges, or anything else.
Who is Eligible If you’ve already found value in customer experience, process thinking or Outside-In, and want to go farther, I do hope you will join us on this exciting journey. Of course, if you have gone on further to become a Master or Champion this training will help you be even more effective. Check with us if you have any questions.
DATES for the Six LIVE Sessions (and timezones)
South Africa – Register Here Now >> Monday: April 6, 13, 20, 27 May 4, 11 <<
Australasia – Register Here Now >> Tuesday: April 7, 14, 21, 28 May 5, 12 <<
USA – Register Here Now >> Wednesday April 8, 15, 22, 29 May 6, 13 <<
Europe – Register Here Now >> Thursday April 9, 16, 23, 30 May 7, 14 <<
PRICES Session One Only (to test if this works for you) USD 97 AUD EURO Session 1-6 (early bird) USD 297 AUD EURO Session 1-6 USD 597 AUD EURO
Technical Requirements To participate you’ll need access to the internet, and have a computer or laptop with a webcam. We’ll ask you to participate in a very brief set up a meeting ahead of time, to make sure you can log into the meeting successfully.
Investment: $297 EARLY BIRD – $597 FULL PRICE – Register Here Now This includes…
the online course of 6 sessions,
the 1 follow-up coaching session, and
access to video recordings during the training period
an advanced copy of my new book ‘Outside-In 2020 vision’
access to a dedicated and exclusive WhatsApp Outside-In group
certification and accreditation
lifetime access to The Experience Manager
Because this is an extended training, after each session if you have suggestions or questions you’d like me to address at the next meeting, you can email or WhatsApp them to me.
DATES for the Six LIVE Sessions (and timezones)
South Africa – Register Here Now >> Monday: April 6, 13, 20, 27 May 4, 11 <<
Australasia – Register Here Now >> Tuesday: April 7, 14, 21, 28 May 5, 12 <<
USA – Register Here Now >> Wednesday April 8, 15, 22, 29 May 6, 13 <<
Europe – Register Here Now >> Thursday April 9, 16, 23, 30 May 7, 14 <<
PRICES Session One Only (to test if this works for you) USD 97 AUD EURO Session 1-6 (early bird) USD 297 AUD EURO Session 1-6 USD 597 AUD EURO
Group Size: We’ll be limiting the group size, so register soon if you want to be sure to have a seat at the ONLINE table.
If you’ve already found value in Customer Experience, Process Management or Outside-In, and want to go farther, I hope you join this training.
I am very much looking forward to it and meeting with you soon,
The online ACX Masters program gives Customer Experience and Business Transformation leaders the opportunity to go beyond surface-level presentation and get hands-on, practical takeaways to enable their own successful, business-wide transformations.
Attracting 100,000+ global professionals for those handling seismic business change, this Masterclass provides a Fast track look into customer experience management, change, leadership, BPM and CX space, and the challenges that leading industry professionals are overcoming, both on a macro and micro level.
Gain the insights from the 2020 Amazon Number One bestseller, ‘Dare! Behind The Scenes Of The Best Business Transformation Project In The World.’ And how large and small organizations can transform their people, processes and performance rapidly with an inclusive approach that delivers successful business and customer outcomes.
I am returning to #England for my annual Steve Towers #masterclass in #london#cuxtomerexperience#cx#process#acxs#acx#ccxp Don’t be shy, come and learn the latest, greatest techniques as practised by companies like #amazon#zara#zappos and #emirates https://londonstevetowersmasterclass.eventbrite.com
Recently qualified Masters enjoy the photocall in Orlando
We are bringing to the table the newest innovations and hands-on methods to immediately deliver success on your return to work. Yes, these sessions are fun, and what with London just before Christmas, what is there not to like?
And hey if you have already done one of our coaching events ping me and I can arrange a loyalty discount 😉 There’s a mountain of new stuff as we launch #theexperiencemanager and #cemmethod version 12.
I’m a real sucker for great new tips, techniques, tools, shortcuts, “hacks” and other quick ways of getting better results from our processes and customer experiences.
But
the truth is that the big wins don’t come from tips or tricks.
They
come from getting the
fundamentals right. Again and again.
Fundamentals
like really understanding your customers (internal and external) so your
products and services are what they need (not just what you think they want).
Fundamentals like having understanding the successful customer outcomes before you ever meet or work with them, so your processes and experiences build credibility and trust quickly.
Fundamentals like follow-up and nurturing your relationships so they are top of the priorities when your customers need to change things.
Fundamentals like being able to “meet” face to face, on the phone, or via a webinar or web page (and by “meet”, I mean help a customer get the best from their experiences and processes, understand their problems, the potential solutions, and decide how to change things to meet ever-changing needs).
Master the fundamentals and the little tips and tricks will improve your results even further.
Get
the fundamentals wrong and all the tips, tricks or clever techniques in the
world won’t hurt.
–
Steve
PS
If you’d like to get my very best training, insights and personal support to
help you align your processes and experiences for all your customers (internal
and external), why not join me for my new ONLINE training program? Click here for more details.
I am proud to officially announce my participation as one of the judges at the “North American Customer Centricity Awards” organised by Arcet Global.
Hosted in Dallas, Texas, this event showcases the best in
customer experience and leadership across North America. Sharing ‘next’
practice, case studies and learning from each other’s success across a wide
range of sectors.
I will be joining several senior judges and very much excited and looking forward to assessing the submissions from some of the worlds leading customer-centric companies. https://customercentricityawards.com/awards/
It seems that the only consistent thing today is change. With that in mind, how are you keeping up with the seismic shifts in doing business?
We upgrade our homes, our cars and our lifestyles as a matter of course. When was the last time you upgraded YOU? No, I don’t mean a fancy new pair of shoes or those nice looking jeans what I am talking about is the way you think and do. At a fundamental level, we need to be able to lead change and enable those around us to embrace and welcome all aspects of this volatile world, which as I have already suggested isn’t going away anytime soon.
All things considered, that is what our coaching, mentoring and training programs are all about. Not only incorporating the latest innovations in business change but reframing the way you think.
The Experience Manager
In this last twelve months, the approaches we use have upgraded to include a new platform that redefines process and customer experience deployment and includes the capture, analysis, ideation and implementation of experiences from the front-line to the board room.
Now some may think they have done all the growth they need to do and rely on those traditional tools for the daily work. That is, however, the way of the dinosaur, almost waiting for the asteroid to strike and wishing they would survive its impact. We know what happened there.
So is time to refresh and retool?
If so there’s a series of courses from one-dayers to a week across the planet led by been there and done it mentors who spend the majority of their time helping organisations embrace this brave new world. Come and get the benefits of their latest learnings as we codify together, hands-on, the means for you to upgrade and retool.
Case studies are great, but…
I will be blunt (nothing new there then) I abhor the talking heads know it all theoretical claptrap courses where learning is stifled and it is a listen and do as I say dirge. Hence anyone who has experienced our programs will tell you how exciting, invigorating and enabling the hands-on learning is. Even to the extent of using your own challenges and working them through the sessions in association with teammates and colleagues. Yes, case studies help but how much better is fixing your own stuff and learning how to integrate the tools and techniques directly?
That underpins our programs, learning by doing.
Interactive workshops solving your challenges
In fact, the relationships you forge in the fires of embracing the CEMMethod will become a part of the new you on your return to the office.
Find out more…
We are running open courses across the planet in 116 countries with over 100,000 professionals now qualified. Our inhouse courses, where we customise the material to your industry and current dramas, are also popular and we are proud to talk of the thousands of companies who have embraced the learnings. Either way, open or inhouse, you will have a fantastic time so have a look, delve a bit, and sign-up soon. Your upgrade is waiting!
The rules today incent organizations to pay people for doing tasks and activities. We have to change that.
If we incent people to achieve Successful Outcomes then we win for the employees, customer, shareholders, in fact, everyone except the competitors! This is what The Experience Manager enables.
Upgrading your skills and delivery for 2018 will determine your success.
Advance beyond functional industrial age thinking to Outside-In customer-centric practices. Tried and tested this program is a direct descendant of the CPP program with now over 90,000 qualified individuals across 116 countries.
So if understanding and applying the techniques and methods deployed in Apple, Amazon, Zappos, Zara, Emirates and BMW compels you to adopt the ‘next practice’ approaches come and join us in a city near you through 2018:
The BPGroup Accredited Customer Experience Masters® (ACXM) Programtakes BPM & CEM Training to an entirely new level.
Become an Accredited Customer Experience Master (ACX Master®) through learning and experiencing the most practical, successful and proven toolkit for customer-centric change
For 2018…
> New Case Studies > 60+ takeaway techniques > 90+ help videos > Fully revised CEMMethod (version 11) > CX Rating (4E’s) integration > All material provided > Dedicated Professional User Group > Ongoing webinars
The Accredited Customer Experience Professional/Master difference
This premier series is designed for those seeking advanced professional skills in customer experience and process management, CX improvement, CX alignment, customer centricity, and innovation.
These are the Outside-In Customer Experience Management, BPM Methods, and Techniques that Deliver!
Uncover CX/Process Improvement opportunities in just hours
Identify Actions that will improve customer experience and associated processes by 15% to 40% within 20 days of deployment
Integrate and Evolve methods such as BPM, Lean, Six Sigma and Operational Excellence to Outside-In thinking and practice
Delight your Customers (making them your greatest advocates) through Successful Customer Outcomes and Customer Experience Management
Innovate to compete, set the market trend and even dominate your industry
Advance Net Promoter Score and Customer Satisfaction to the next level
Release significant costs, improve revenues and enhance service (win the Triple Crown) immediately
