Category: cx

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?

Agile & Customer Experience, a marriage made in….

They start in different places, they talk different languages, however what is the truth of either?
Updated – www.agilecem.com


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

Updated – www.agilecem.com

Super Fast track Customer Experience Management – fill in the blank simple

Excitement is mounting at CEM Towers. We are literally hours away from revealing the new breed of ‘fill in the blank simple’ Customer Experience Management projects. 

In the next beta release we will be offering all the existing CPP Masters, so if that is you – await the email in the coming days 🙂

Meanwhile here are some studio shots of the creatives underway…

If you would like to get your feet on the first rung of the ladder drop us a line explaining why to gotta.geton @ cemtowers.com (without the spaces).

See y’all soon
Steve & James

Join us soon at a session in a city near you…

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 – it is all about the customer stupid!

Customer Experience Management is defined as the total effort that goes into creating successful customer outcomes.
This includes customer interactions and the conscious experience the customer ‘sees’ PLUS all the stuff that goes on behind the scenes, the IT, the people, the internal processes and the rules that connect the dots through to customer success.

For example a visit to a Cirque de Soleil in Las Vegas is a wonderful experience. The artists, the lights, the music and the emotion. However that is only half the story. The complete experience is delivered through the hard work behind the scenes, the production process, the electronics, the costumes, the training, the marketing, accounting and so on. Both what the customer sees and what creates the experience is the complete customer experience.


Do you want to get in the picture? Join us soon at a session in a city near you…


Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Amazons 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 – 5 Key Ideas to ensure Success

Hello again guys, 

we have had a real busy couple of weeks with several well received articles below. Also the PEX 2016 event has now taken shape.

As usual for the Annual event we have a strong presence (talks, workshops and awards) so hopefully you will get there as well for a terrific networking occasion. See the invite below…


…Customer Experience Management…
http://www.successfulcustomeroutcomes.net/2015/09/how-do-you-make-customer-experience.html

…Customer Journey Maps…
http://www.successfulcustomeroutcomes.net/2015/09/customer-journey-maps-in-cul-de-sac.html

…Holacracy – Fad or Freedom…
http://www.successfulcustomeroutcomes.net/2015/08/holacracy-fad-or-freedom_30.html

…Certified Process Professional Level 5 (CPP Masters)…
http://www.successfulcustomeroutcomes.net/2015/08/certified-process-professional-level-5.html

…Linking Process with Strategy…
http://www.successfulcustomeroutcomes.net/2015/08/how-can-you-link-process-with-strategy.html

…PEX Week is back…
with one mission to accomplish: To empower visionaries across the globe to lead meaningful business transformations 
http://www.pexweek.com


Do you want to get in the picture? Join us soon at a session in a city near you…


Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Amazons 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 – 5 Key Ideas to ensure Success

Hello again guys, 

we have had a real busy couple of weeks with several well received articles below. Also the PEX 2016 event has now taken completed.

As usual for the Annual event we had a strong presence (talks, workshops and awards) so hopefully you enjoyed the event. Now to turn our eyes to London (April) and Australia (July) there as well for a terrific networking occasion. See the invites below…


…Customer Experience Management…
http://www.successfulcustomeroutcomes.net/2015/09/how-do-you-make-customer-experience.html

…Customer Journey Maps…
http://www.successfulcustomeroutcomes.net/2015/09/customer-journey-maps-in-cul-de-sac.html

…Holacracy – Fad or Freedom…
http://www.successfulcustomeroutcomes.net/2015/08/holacracy-fad-or-freedom_30.html

…Certified Process Professional Level 5 (CPP Masters)…
http://www.successfulcustomeroutcomes.net/2015/08/certified-process-professional-level-5.html

…Linking Process with Strategy…
http://www.successfulcustomeroutcomes.net/2015/08/how-can-you-link-process-with-strategy.html

…PEX Week is back…
with one mission to accomplish: To empower visionaries across the globe to lead meaningful business transformations 
http://www.pexweek.com


Do you want to get in the picture? Join us soon at a session in a city near you…


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

Business Acupuncture – what is the one thing that changes everything?

The Annual Australia PEX conference continues to evolve with several excellent presentations. I delivered a number of workshops and coaching, with day 2 seeing me head the track with a quirky and short presentation… (there is a complimentary book going begging also – $200 value)

Business Acupuncture (yes really) – how one thing changes everything from Steve Towers CEO,  CPP Champion®


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

How to create magic in the workplace.. and please everyone else too!

Brilliant video on learning, stay there beyond 4 minutes. Great for kids – great for adults 🙂
Thank you for the reference Sir Ken Robinson (@SirKenRobinson). BTW review Ken’s talks on TED.

How to build remarkable cultures and deliver happiness. Go build your wonderwall…
Peter Gamwell @pmg12  thank you:) 

Customer Experience at its best – new book worth a read

James Dodkins new eBook launched in December 2014, “Foundations for Customer Centricity.” explores the basis of what makes a great Customer Experience.

The book delivers a pragmatic and executable plan that provides the means for organizations to deliver on the promise of Customer Centricity in terms of cost, revenue and service.

Participate in James Dodkins appearances in Florida w/c 19 January: http://www.pexweek.com/AgendaSection.aspx?tp_day=46284&tp_session=60456
Connect with James: http://twitter.com/jdodkins  
Evaluate the approach (45 minute webinar): http://bit.ly/BPGJan2015
Join and share your understanding on Linked-in: https://www.linkedin.com/groups?gid=8234289

Keywords: CX, Customer Experience, Customer Experience Management, Customer Centricity, Successful Customer Outcomes


Certified Process Professional Masters (CPP-Master) Program
Orlando USA March 16-20, Denver USA March 23-27, Dubai UAE Apr 12-16http://www.bpgroup.org/book-class.html
An internationally recognized program with proven track record delivered by been there and done it coaches more than 130 times, in 52 cities with delegates from 105 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 professionalismhttp://www.bpgroup.org/book-class.html