#cx #custexp #cxgen - CX Obsession - for CX and Process people

Customer Experience world-class online training

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.

See the full ACX Masters Level 1-5 online agenda at https://www.cxexecutive.com/agenda.html

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.

One Day Masterclass April 21 Business Transformation Hands-on

Developing the skills to ‘see around corners’ is just one of the factors that separate high performing professionals and companies from the also-rans.
That is what this one-day Masterclass, led by Number One Best Selling Author, Global 20 Guru and Consultant to the best, Steve Towers, is all about.

This is an intensive hands-on workshop during which you will gain access to powerful tools that can, with immediate impact, transform your business and customer outcomes forever.

You can review the complete detail here: https://denvermasterclass.eventbrite.com

You will leave the workshop equipped with new tools and techniques, access to all the workshop materials plus a signed copy of Steve’s books Outside-In and his 2020 Number One bestseller Dare! Behind The Scenes Of The Best Business Transformation Project In The World.

You can review the complete detail here: https://denvermasterclass.eventbrite.com

Space is limited so please book early to avoid disappointment.

Testimonials:

You have impacted the lives of many of us in the Business community, in a big way in our career journey. Our success can be attributed to your insights on Outside-In Thinking and Customer Experience, among others.
Mashaba Mulaudzi, Manager Process Innovation, South Africa

This experience has completely transformed how we measure, collaborate, communicate and innovate with the customer in mind. Keen to guide the next willing souls on this journey.
Durrel Ramrathan, ACX Master Coach

Brilliant Workshop. The speaker was awesome and gave great guidance on matters I am finding in the workplace.
Cindy-Lee Muller, Planning & Roadmap Manager, MTN (Pty) Ltd

The workshop is highly recommended for anyone who wishes to simplify and expedite processes thereby enhancing customer satisfaction. The speaker is immensely knowledgeable and demonstrates vast experience in the subject.
David Mulovhedzi, DPSA

Thank you so much for your time, energy, and investment in our growth and success during our Masters course. You shared your wisdom, stories, and made it personalized to us. We are so grateful.
SAP Sales Process Optimization Team, USA

Thanks to you for a fantastic mentoring programme … I am an Outside-In fan now!
Jimmy Cuadra, Director of Information Management, Akzo Nobel Paints, Singapore

Rockin in the real CX World

Coming to London in March and will blow your #cx and #ux socks off!!

And this keynote is sponsored by the new platform that transforms the way you approach #process and #customerexperience forever. Sign up for a free account at www.theexperiencemanager.com

Customer Obsession

We can learn a lot from Jeff Bezos. 60 seconds may be enough when you understand how he creates success.

I am still perplexed that so many folks seek to justify the failure of once-great companies like Nokia, Motorola, Blockbuster and Circuit City as being complex.

It wasn’t complicated and still isn’t to understand the reasons why they crashed and burned. It is in fact pretty simple. If you lose the connection between yourselves and customer success you will fail fast. All the best leadership, innovation and culture crumbles if you are not delivering #successfulcustomeroutcomes. However, don’t take my word for it – let’s hear it from the maestro himself

Learn more about embedding ‘next practice’ into your work and organisation by joining us at one of our upcoming courses at www.bpgroup.org

4 Reasons to attend Steve Towers Masterclass in London

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.

SEVEN STEPS TO ENSURE YOUR PROCESSES AND CX ARE TIP-TOP FOR 2020

INTRODUCING… the much requested (and anticipated) now available ONLINE Outside-In training.

To compliment our globally successful classroom program (now 118 countries with 100,000+ certified professionals) I am running SIX online live sessions over SIX weeks.

If you are already qualified it is 80% NEW STUFF. If you are not then COME ON DOWN. Early Bird registration now Open.

Download the one-pager here
Early Bird registration now Open.

Customer Obsession v. Customer Focused

Jeff Bezos encourages us to become Customer Obsessed (see video snippet) however Netflix’s journey to CX Obsession is less well known.

Here is an extract from a great article (link below):

From Gibson Biddle, former VP at Netflix and CPO at Chegg
In 2005, as I joined Netflix as VP of Product, I asked Reed Hastings, the CEO, what he hoped his legacy would be. His answer: “Consumer science.” He explained, “Leaders like Steve Jobs have a sense of style and what customers seek, but I don’t. We need consumer science to get there.”

Reed’s aspiration was that the Netflix team would discover what delights customers through the scientific process. Forming hypotheses through existing data, qualitative, and surveys, and then A/B testing these ideas to see what works. His vision was that product leaders at Netflix would develop remarkable consumer insight, fueled by results and learning from thousands of experiments.

During my time at Netflix, and later at my next startup, Chegg, I learned to move from customer focus to customer obsession. In doing so embraced Reed’s notion of consumer science. Here’s how I think about the transition:

The full article here is great testimony to moving away from the soft and fluffy version of Customer Experience.
Let’s get more scientific about Customer Experience.

Contact Gibson here.

Is your Customer Experience initiative working for you?
CX Obsessed or just playing at it?
Upskill you or your team find out more to learn how others have become successful with a Customer Obsession strategy

Calling wannabe CPP Masters™ in Detroit

Everyone needs to keep pace with the changes happening in and around business these days. Gone are the times when attending a talking heads training course was good enough when the need is to return to work with a proven and tested approach that simply works immediately.

That is what the Certified Process Professional Masters (CPP-Master™) program is all about. With over 100,000 qualified professionals across 118 countries and established across 90% of the fortune 400 companies this training has a great pedigree. Review the detail for the upcoming Detroit session: https://detroit_cppmasters_2019.eventbrite.com

Here’s a nice testimonial:

Recent comments on the CPP Masters program

Review the program detail for the upcoming session: https://detroit_cppmasters_2019.eventbrite.com

or go ahead and buy your tickets here…

CEMMethod™
www.cemmethod.com

Connect with me on LinkedIn
https://www.linkedin.com/in/stevetowers/

The Need for Experience Management

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.

Access The Experience Manager:
The worlds first Outside-in platform.
https://www.theexperiencemanager.com

Join us at an upcoming workshop/session: https://www.bpgroup.org/training.html

Outside-In The Secret (book on this theme from 2010)
www.outsideinthesecret.com

CEMMethod™
www.cemmethod.com

Connect with me on LinkedIn
https://www.linkedin.com/in/stevetowers/

The pioneer of all things Outside-In?

Who started #customerexperience ? Well, there has always been a customer experience, however, it is only in the last 20 years that companies have realized the need to get scientific about shaping and innovating #CX. Who was the pioneer that did that first? And in doing so shifted the emphasis from Industrial Age thinking to Outside-In practice. Let’s jump into the time machine and rediscover Steve Jobs back in 1997.

Moving from Product to Customer-Centric

Back then it wasn’t understood that designing Customer Experiences and delivering Successful Customer Outcomes went way beyond being product-centric. Steve Jobs anticipated this shift towards customer-centricity, and evolved Apples approach to rapidly shift to Outside-In strategy and operations.

Many of the concepts we accept, such as defining the customer experience from the customers perspective, and not the organizations, were developed in the cauldrons of Apple mountain. In fact, one of the key techniques within the CEMMethod™ was initially referred to as the ‘Apple Innovation Approach’.

Why so many still get it wrong

Here’s a great mini video explaining the difference in viewpoint Inside-Out v. Outside-In.

The CX Rockstar tells us why many get the definition of CX wrong.

James Dodkins aka CX Rockstar has many similar takes over at rockstar.cx

We saw that at work in Outside-In design of products like the original iPod, the iPhone and the iPad. Now taken for granted the last century was a mish mesh of competing chunks of technology (think the early MP3 players) that often required an MSc to understand the menu system and driver updates.

It isn’t what they want, it is what they NEED

Nowadays the major consumer product companies understand the requirement to articulates the needs of customers, and only then design products that meet those needs. That is Outside-In in action.

You would be right in saying he was the pioneer of Outside-In.

If you would like to dig deeper I talked about the difference in approaches of Industrial Age v. Customer Age/Outside-In in this article.

This item has caused quite a stir over at LinkedIn, you can join that discussion here.

Category: #cx #custexp #cxgen