Here is a two-minute snap video and a copy of Outside In The Secret, the seminal book that will change the way you think about work forever. (updated for 2021)
Join your fellow professionals in getting more scientific about the Customer Experience.
Do you want to embrace advanced Customer-Centric thinking and become Outside-In?
We all wish to cut through digital overload and focus scarce attention on the things that contribute to our busy business lives. Here we have pulled together, based on membership feedback ‘must follow’ blogs.
They are Rated by CPP professionals for their content, objectivity and interesting articles/research into Customer Experience Management.
So what matters most? (1) information content (2) relevance to the actionable content (3) popularity in terms of readership, and last but not least (4) credibility in the eyes of the customer and process community.
Naturally this research is a moving feast and will evolve further, we will keep you in the picture… visit the top 5 table here.
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.
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.
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). If you want a bang up todate version of the latest thinking and practice then we have a special offer – in fact Foundations for Customer Centricity (James Dodkins) is FREE. It is a fun read with terrific testimonials from guys like Seth Godin – get it here: http://bit.ly/cxFoundations
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.
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. The PEX event now moves onto New Zealand, UK, Singapore and Australia (and yes we will be there to network and share) – See http://www.bpgroup.org/conferences.html
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.
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!
Recent interview as to why I produced the Successful Personal Outcomes program.
I walk you through the reasoning and how we can all access the success techniques used by the highest achievers on earth. If you like what you see join us at: https://projectcem.mykajabi.com/store/XMwdz9AP
If you would also like a classroom experience that is great…
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.
It is a EIGHT video FIVE week program with handouts and LIVE closing webinar. These are the techniques we use actively in all our work with global clients. Tried, tested and proven they really do make that difference in whatever work and lives we have.
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.
Adam Craker, IQ business CEO Opens the Growth event
New report identifies constructive steps for business in South Africa. At IQ businesses annual conference more than 200 partners and customer organisations shared a discussion focusing on the challenges and opportunities for South Africa over the next few years.
Underpinned by excellent research now published at www.growth.co.za delegates welcomed sessions from Allon Raiz – Business Incubator Tzar, Alan Hosking – management thinking guru, Ivor Chipkin – Academic thought leader, Steve Towers – Customer Experience Champion, Adam Craker – CEO IQ business (and host), Bruce Whitfield – TV journalist and personality, Alon Lits – GM Uber South Africa.
Alon Lits, GM of UBER, South Africa
Alon Lits held the delegates attention with the groundbreaking and thrilling story of Uber’s South African adventure over the last two years. Transforming the lives of over 2,000 new drivers and more especially providing a remarkable service to citizens across Johannesburg and Cape Town. As with every innovator and disruptor the road hasn’t always been a smooth one however one by one the road blocks have been shifted and some exciting complementary innovations lie just around the corner.
Inada Club is a great networking location in the heat of Joburg
Adam Craker shared his recent discussions with government and business leaders from across the continent, underlining a conference sentiment that it was time ‘to get on with it’ despite red tape and governments mixed support.
Delegates appreciated the leadership of IQ business and the fantastic venue (Inanda Club) which encouraged networking during the brunch. Allon Raiz was introduced via his recent video and through the use of language born of frustration with government apathy caught everyone’s attention. Interviewed by award winning financial journalist Bruce Whitfield he encouraged action rather than words, and doing rather than saying. As one of Africa’s leading entrepreneurs his call to action rings true for so many. Academic Ivor Chipkin offered a perverse and interesting perspective suggesting that rather than sweeping away regulation and red tape we should instead standardise towards a common approach. It is futile trying to fix the seeming duplication of so many government functions. He also stressed that government is there to do that – govern, and we shouldn’t expect that to be necessarily business friendly. Food for thought there. Changing our perspective is encouraged by Alan Hosking. If we became more Outcome focused then perhaps we can see our way to a more positive future. His talk centred around his research and findings published in his new book, and was a refreshing balance of optimism coupled with suggested approaches. Steve Towers then suggested a pragmatic ‘go back and do it’ call to arms. By creating better Customer Experiences and moving Outside-In growth focused companies consistently win the triple crown – reducing costs, growing revenues and improving service simultaneously. By way of examples BMW, Jaguar Rover, Emirates, Indigo and Apple (of course) were reviewed, finishing with an example of a banks onboarding process, that achieved 90% cost reduction, 70% year on year growth and top ranking for customer service (from 5th). The conference was a quick fire enjoyable meeting of minds with Adam Craker receiving a well deserved delegate pat on the back for the efforts of IQ business to get the theme of Growth front and centre in the quest for South Africa’s future success. You can request the report Activate growth.co.za from info@iqbusiness.net or the website www.iqbusiness.net
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.
