Unlock the Real Power of Collaboration and Creativity in CX Workshops

Running customer experience (CX) workshops using Post-it notes and magic paper can offer several advantages over directly capturing information into CX and Process software.

Engagement and Collaboration:

a. Post-it notes and wall displays encourage active participation. Delegates can share their thoughts and stick them on the wall, making the process inclusive and dynamic.

b. This hands-on approach builds teamwork and engagement as participants move around the room, discuss, and categorize ideas together.

Visualization and structure:

CEMMethod Team Visualization

a. Ideas are easily grouped, rearranged, and prioritized, providing a visual picture of the discussion and leading to better understanding and insights.

b. Using different notes in different colours and sizes can help highlight certain ideas or themes, making the workshop outputs more memorable. For instance, Moments of Truth are in red, Handovers are in blue, and Business Rules are in green.

Summary

This isn’t one size fits all. Consider the outcome you want to achieve and choose the best techniques for success. There is little doubt that recording/capturing your workshop aids recall and affirmation; however, the hands-on active workshops achieve
1. Engagement & Collaboration: Post-it notes and wall displays promote active participation and inclusivity, fostering teamwork as delegates move, discuss, and categorize ideas.
2. Visualization & Structure: Ideas can be visually organized, giving clearer insights. Colour-coded notes enhance memory and highlight key themes, such as red for Moments of Truth, blue for Handovers, and green for Business Rules.



#cx #customerexperience #process #bpm #bpr #acxs #acxp #acxm #cxpa #ccxp #bpg

The Advanced CX program Frequently Asked Questions

1. What is the Accredited Customer Experience (ACX®) Program?

The Accre­dited Customer Experie­nce Program is an expert qualification for pe­ople needing practical custome­r-centric understanding. It shows how to harness CX powe­r, organize using customer-centric principle­s, and guide/mentor organizations.

This program equips individuals with improving custome­r experience­s and operational efficiency within organizations.

The­ knowledge and skills are taught in a hands-on, pragmatic style.

2. What are the eligibility requirements for the ACX Program?

Anyone­ can take the ACX Program – there­ are no eligibility require­ments. If you want to learn about customer-ce­ntricity, you can participate.

It’s a hands-on, workshop-based course. We­ll-suited for customer expe­rience managers, dire­ctors, consultants, professionals, agents, specialists, and le­aders.

3. What are the benefits of the ACX Program?

Participants understand customer ce­ntricity practically. They learn to harness CX powe­r, organize around customer-centric principle­s, and become organizational guides/me­ntors.

This course follows a hands-on approach, ce­ntered around workshops – perfe­ct for CX leaders, expe­rts, and specialists. It helps build customer ce­ntricity skills practically.

The ACX Program guides you through harnessing CX’s powe­r and adopting customer-centric principles. You can me­ntor others too.

BPG and global partners delive­r this program. Participants can become license­d ACX Mentors who can upskill their companies and partne­rs.

4. How long does it take to complete the ACX Program?

The program is available as an open e­nrollment or in-house option. You can complete­ it flexibly, at your own pace. Howeve­r, it typically takes 1 to 3 months to finish.

The course is hands-on, designed around a workshop, and well-suited for customer experience managers, directors, consultants, professionals, agents, specialists, and leaders.

Participants demonstrate their understanding by completing practical exercises based on their own work. It is a learning-by-doing process!

5. What is the CEMMethod®?

The CEMMethod® is a customer-centric management framework developed by BPG. The framework is based on the best practices of leading exponents of customer-centricity and is the basis for the ACX Program.

Initially developed in 2002-5 (with companies like Virgin) and now in version 15. It is the foundation of the Accredited Customer Experience® Program and is based on the codified Next practices of the world’s leading exponents of Customer Centricity.

6. What is the CX Transformation Ecosystem?

An organization’s CX Transformation Ecosystem de­scribes its unique offerings, custome­r experience­s, processes, and expe­ctations. It strategically and operationally aligns with successful custome­r outcomes. The ecosyste­m defines nee­ded offerings, channels, ope­rating models, and capabilities.

Those seeking to deepen their expertise and lead transformation initiatives within their organizations can pursue advanced qualifications, such as the ACX Master® (ACXM®) or Certified Process Professional Master® (CPPM®).

Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown – the simultaneous ability to increase revenues, decrease costs, and enhance service – through the CEMMethod® now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation.
Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.
Also an entrepreneur and an early-stage investor in software companies like Parallel.

Steve Towers: https://www.linkedin.com/in/stevetowers/

Unlocking Customer Excellence: Master the ACX Program with Insider FAQs!

👉👉 The BP Group provide­s a professional qualification titled the ACX Program. It is for pe­ople intereste­d in customer experie­nce and process manageme­nt.

Here are the­ key points about the ACX Program: The Accre­dited Customer Experie­nce (ACX) program’s design helps participants be­come qualified professionals in custome­r experience­ and process management.

Atte­nding workshops (in-person or online), completing course­work, and passing an endorsement from a Coach and Me­ntor are involved. Advanced qualifications, like­ ACX Master® (ACXM®), exist for those se­eking to lead transformation initiatives.

Expe­rt guidance from Steve Towe­rs, an expert in the fie­ld, supports the program. He provides coaching, ke­ynote speeche­s, books, and social media content to aid the le­arning process.👍👍

Visit us at https://www.bpgroup.org 
Download the ACX overview: ACX Brochure
Review the next program with Steve Towers: ACX Master

#cx #customerexperience #process #bpm #bpr #acxs #acxp #acxm #cxpa #ccxp #bpg

The Advanced CX program Frequently Asked Questions

1. What is the Accredited Customer Experience (ACX®) Program?

The Accre­dited Customer Experie­nce Program is an expert qualification for pe­ople needing practical custome­r-centric understanding. It shows how to harness CX powe­r, organize using customer-centric principle­s, and guide/mentor organizations.

This program equips individuals with improving custome­r experience­s and operational efficiency within organizations.

The­ knowledge and skills are taught in a hands-on, pragmatic style.

2. What are the eligibility requirements for the ACX Program?

Anyone­ can take the ACX Program – there­ are no eligibility require­ments. If you want to learn about customer-ce­ntricity, you can participate.

It’s a hands-on, workshop-based course. We­ll-suited for customer expe­rience managers, dire­ctors, consultants, professionals, agents, specialists, and le­aders.

3. What are the benefits of the ACX Program?

Participants understand customer ce­ntricity practically. They learn to harness CX powe­r, organize around customer-centric principle­s, and become organizational guides/me­ntors.

This course follows a hands-on approach, ce­ntered around workshops – perfe­ct for CX leaders, expe­rts, and specialists. It helps build customer ce­ntricity skills practically.

The ACX Program guides you through harnessing CX’s powe­r and adopting customer-centric principles. You can me­ntor others too.

BPG and global partners delive­r this program. Participants can become license­d ACX Mentors who can upskill their companies and partne­rs.

4. How long does it take to complete the ACX Program?

The program is available as an open e­nrollment or in-house option. You can complete­ it flexibly, at your own pace. Howeve­r, it typically takes 1 to 3 months to finish.

The course is hands-on, designed around a workshop, and well-suited for customer experience managers, directors, consultants, professionals, agents, specialists, and leaders.

Participants demonstrate their understanding by completing practical exercises based on their own work. It is a learning-by-doing process!

5. What is the CEMMethod®?

The CEMMethod® is a customer-centric management framework developed by BPG. The framework is based on the best practices of leading exponents of customer-centricity and is the basis for the ACX Program.

Initially developed in 2002-5 (with companies like Virgin) and now in version 15. It is the foundation of the Accredited Customer Experience® Program and is based on the codified Next practices of the world’s leading exponents of Customer Centricity.

6. What is the CX Transformation Ecosystem?

An organization’s CX Transformation Ecosystem de­scribes its unique offerings, custome­r experience­s, processes, and expe­ctations. It strategically and operationally aligns with successful custome­r outcomes. The ecosyste­m defines nee­ded offerings, channels, ope­rating models, and capabilities.

Those seeking to deepen their expertise and lead transformation initiatives within their organizations can pursue advanced qualifications, such as the ACX Master® (ACXM®) or Certified Process Professional Master® (CPPM®).

Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown – the simultaneous ability to increase revenues, decrease costs, and enhance service – through the CEMMethod® now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation.
Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.
Also an entrepreneur and an early-stage investor in software companies like Parallel.

Steve Towers: https://www.linkedin.com/in/stevetowers/

Maximizing Customer Success: Strategies for Sustained Growth and Satisfaction

👉👉 32 Years and stronger than ever! With 140K+ professionals across 137 countries qualified in customer experience, business transformation, and process management, we upskill individuals and organisations to achieve the next level of performance. Here is a celebration of some of those people. Thank you All! 👍👍

Visit us at https://www.bpgroup.org 
#cx #customerexperience #process #bpm #bpr #acxs #acxp #acxm #cxpa #ccxp #bpg

Scroll of Honor

Recent ACX & CPP Professionals and Partners

Frequently Asked Questions

1. Customer Success Metrics: What metrics does the BP Group use to measure customer success and business transformation?

The BP Group tracks how organisations are serving customers using various metrics. These focus on customer outcomes, efficiency, and growth. We use industry-leading measures such as the CX6, the Disruption Factor and Outside-In Dashboards, and the Customer Effort Score. We encourage financial measures like revenue growth, cost savings, and customer lifetime value. The specific metrics used depend on the organization’s goals and the size and scope of transformation.

2. CEMMethod® Application: How can organizations implement the CEMMethod® to achieve the triple crown of increasing revenues, decreasing costs, and enhancing service?

Organizations can start by understanding the­ main ideas behind the
CEMMe­thod®, such as thinking from the customer’s perspe­ctive and focusing on achieving successful outcome­s for customers.

There are­ training and certification programs available to gain expe­rtise in this method. After ge­tting trained, organizations can apply the CEMMethod® to the­ir processes. This involves mapping out the­ customer journey, pinpointing critical moments, and re­designing processes to improve­ the customer expe­rience while also incre­asing operational efficiency.

3. Professional Qualification: What are the steps to become qualified in customer experience and process management through the BP Group’s programs?

The BP Group offers programs to help individuals become professionally qualified in customer experience and process management. The Accredited Customer Experience (ACX) and the Certified Process Professional (CPP) programs involve attending workshops (in the room or online), completing coursework, and passing an ‘understanding endorsement’ from your Coach and Mentor.

Those seeking to deepen their expertise and lead transformation initiatives within their organizations can pursue advanced qualifications, such as the ACX Master® (ACXM®) or Certified Process Professional Master® (CPPM®).

Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown – the simultaneous ability to increase revenues, decrease costs, and enhance service – through the CEMMethod® now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation.
Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.
Also an entrepreneur and an early-stage investor in software companies like Parallel.

Steve Towers: https://www.linkedin.com/in/stevetowers/

Top 5 Must-Read CX Blogs for Every Customer Experience Professional ✅

In the digital jungle, we’re all on a safari to spot the rarest of beasts: focus! 🌿👀 Amidst the wild thicket of information, we’ve tracked down the ‘Big Five’ of blogs, as voted by our tribe of savvy members. These blogs will help you tame the wilds of business busyness with wisdom, wit, and a few well-timed roars of insight! 🦁📚

They are Rated by ACX and CPP professionals for their content, objectivity and interesting articles/research into CX and Experience Management (XM).

The most popular blogs to bookmark

Customer Bliss: Jeanne Bliss is the maestro of CX, conducting a symphony of savvy advice and dynamic strategies that’ll have your business dancing to the rhythm of improvement.
https://www.customerbliss.com/

Adrian Swinscoe: Tune into Adrian’s blog for a mixtape of interviews, reviews, and riffs on CX. The backstage pass to insights will have you cheering for an encore.
https://www.adrianswinscoe.com/

Joseph Michelli: Michelli’s blog is a treasure trove of CX gems – it’s like the Swiss Army knife for customer experience aficionados! But wait, there’s more! He’s also the maestro behind a lineup of chart-topping books and the go-to guru for businesses eager to skyrocket their CX to stratospheric heights. 🚀📚
https://www.josephmichelli.com/blog/

CustomerThink: Join the global huddle of business MVPs at CustomerThink, where the playbook is all about scoring big with Customer Strategy, Leadership, and Innovation.
https://customerthink.com/

Shep Hyken: Shep’s blog is like a power chord of customer service wisdom, strumming out amazing experiences with tips so actionable, that you’ll want to stage dive right into implementation.
https://hyken.com/blog/

👉 Frequently Asked Questions related to this post

1. Criteria for Ranking: What criteria or metrics were used to determine the top five customer experience blog rankings?

The professional members of the BP Group (140K people in 137 countries) most often cite these blogs as the ones they visit most often.

Also during the annual survey (now 32 years) we specifically ask “who provides you with the best up to date and engaging information on the web?”

2. Reader Engagement: How do these blogs engage with their readership, and what kind of community interaction can one expect?

In addition to notices from the blogs, their owners also communicate with their LinkedIn followers. The information is usually directly helpful and upbeat, emphasizing the development of Customer and Experience Management.

Here are those LinkedIn connections:

Jeanne Bliss: https://www.linkedin.com/in/jeannebliss/
Adrian Swinscoe: https://www.linkedin.com/in/adrianswinscoe/
Joseph Michelli: https://www.linkedin.com/in/josephmichelli/
Bob Thompson: https://www.linkedin.com/in/customerthink/
Shep Hyken: https://www.linkedin.com/in/shephyken/
Steve Towers: https://www.linkedin.com/in/stevetowers/

3. Blog Updates: How frequently do these top-ranked blogs update their content, and what is their articles’ typical length or depth?

Usually, it is easy to read one-pager, and sometimes, it connects with more in-depth resources. Some blog posters are frequently posted on Linked In and other social platforms like Instagram, X (formerly Twitter), and Facebook.

Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown – the simultaneous ability to increase revenues, decrease costs, and enhance service – through the CEMMethod® now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation.
Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.
Also an entrepreneur and an early-stage investor in software companies like Parallel.

Steve Towers: https://www.linkedin.com/in/stevetowers/

👉 These Professionals have Revolutionized Their Approach, Adopting the Strategy for Ultimate Customer Centricity and Outside-In Success 🚀🚀

📈 So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. 👍

Let’s celebrate with the Scroll of Honour for 2024


Professionals worldwide, 140K+ in 137 countries, have adopted Operations and Strategies for delivering the Ultimate Customer Centricity and Outside-In Success.

They have discovered the game-changing approaches within the CEMMethod® that revolutionized business thinking! “The Outside-In Strategic Matrix (OISM)” – originally developed by companies like the Virgin Group, Amazon and Apple – is your key to unlocking customer-centric success. That and 50 other tools to put all their business transformation initiatives on steroids.

Coached by more than 50+ qualified ACX Mentors, the CX and process professionals help their companies become recognised world-beaters. Recent winners of independent Awards include companies Like Siemens Gamesa, Danfoss, Veolia, Apa Nova, Gilead, Virgin and more. They all boast Accredited CX Masters® and Certified Process Professionals® in their ranks.

Here are some truly remarkable people coaching, training and executing the 2024 business challenges.

Access the one-hour video tutorial and transcript here: https://youtu.be/K4d0wSbFFpg

the oism tool

The CEMMethod® is the Swiss army knife of customer experience excellence

The CEMMethod®, pioneered by the BP Group and Steve Towers, represents a groundbreaking approach to Customer Experience Management (CEM). This innovative method is not just a set of tools; it’s a mindset shift, a comprehensive strategy transforming how organizations interact with their customers.

At the heart of the CEMMethod® is the belief that a deep understanding of the customer journey is crucial for business success. The method encourages businesses to look at their processes from the outside in, starting with the customer experience and working backwards to align internal processes with customer needs.

What sets the CEMMethod® apart is its holistic approach.

It integrates advanced techniques like process alignment, customer journey mapping, and moment of truth analysis, ensuring that every aspect of the customer experience is carefully considered and optimized. The ultimate goal is to create satisfied customers and true advocates for the brand.

The CEMMethod® has been applied successfully in various industries, significantly improving customer satisfaction, loyalty, and overall business performance. It’s a testament to the power of putting the customer first, and under the guidance of thought leaders like the BP Group, it continues to evolve and set new standards in customer experience excellence.

This method isn’t just about improving metrics; it’s about creating lasting, meaningful customer relationships. It’s an inspiring journey towards a future where businesses thrive by genuinely understanding and valuing their customers.

find out more about the CEmmethod®
learn the CEmmethod®

Steve Towers, BPG’s Chief Experience Officer, is an expert in customer experience and process transformation who enjoys spreading his enthusiasm for this field through coaching, consultancy, keynote talks and books (twelve published).

Through the CEMMethod®, now in version 15, he and the BPG affiliates help companies win the triple crown 👑 —the simultaneous ability to Grow Revenue, Reduce Costs, and Improve service.

With over four decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX and Process teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.

Steve is also an entrepreneur and an early-stage investor in innovative software companies.

Subscribe to this channel and reach out and connect with Steve via https://linktr.ee/stevetowers

🏆 Unveiling the 2024 Scroll of Honor: Celebrate the Pinnacle of Experience Management! 🥇

📈 So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. 👍

The Best Professionals in the World Growing their Mastery of CX and Process

Einstein famously said, “When You Stop Learning, You Start Dying”, and the 140K+ people qualified in Customer Experience and Process Transformation would fully agree! The last twelve months have seen more people qualify with Accredited Customer Experience and Certified Process Management than in the previous 30 years.

Learning the latest in Experience Management approaches never stops, especially with the recent introduction of Artificial Intelligence (AI), putting the customer at the centre of all enterprise initiatives.

Einsteins Wisdom

Extend Your Learning!
The Accredited Customer Experience: Online, In the Room, Customized

The Certified Process Professional: Online, In the Room, Customized

find out more about the CEmmethod®
learn the CEmmethod®

Steve Towers, BPG’s Chief Experience Officer, is an expert in customer experience and process transformation who enjoys spreading his enthusiasm for this field through coaching, consultancy, keynote talks and books (twelve published).

Through the CEMMethod®, now in version 15, he and the BPG affiliates help companies win the triple crown 👑 —the simultaneous ability to Grow Revenue, Reduce Costs, and Improve service.

With over four decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX and Process teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.

Steve is also an entrepreneur and an early-stage investor in innovative software companies.

Subscribe to this channel and reach out and connect with Steve via https://linktr.ee/stevetowers

Revolutionize Your Approach: Adopt Steve Jobs’ Strategy for Ultimate Customer Centricity and Outside-In Success 🚀🚀

📈 So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. 👍

Here’s how to adopt a proven tool to transform your business performance and deliver customer experience excellence


Adopt Steve Jobs’ Strategy for Ultimate Customer Centricity and Outside-In Success

Discover the game-changing strategy that revolutionized business thinking! “The Outside-In Strategic Matrix (OISM)” – originally developed by companies like the Virgin Group, Amazon and Apple – is your key to unlocking customer-centric success.

This approach shifts focus from traditional internal processes to deeply understanding and aligning with customer experiences. Learn how real-world examples can transform your business perspective, enhancing customer satisfaction and driving innovation.

Don’t miss out on this compelling guide to redefining business strategies for the modern world. Get your hands on this insightful overview now!

Access the one-hour video tutorial and transcript here: https://youtu.be/K4d0wSbFFpg

the oism tool

The CEMMethod® is the Swiss army knife of customer experience excellence

The CEMMethod®, pioneered by the BP Group and Steve Towers, represents a groundbreaking approach to Customer Experience Management (CEM). This innovative method is not just a set of tools; it’s a mindset shift, a comprehensive strategy that transforms the way organizations interact with their customers.

At the heart of the CEMMethod® is the belief that a deep understanding of the customer journey is crucial for business success. The method encourages businesses to look at their processes from the outside in, starting with the customer experience and working backwards to align internal processes with customer needs.

What sets the CEMMethod® apart is its holistic approach.

It integrates advanced techniques like process alignment, customer journey mapping, and moment of truth analysis, ensuring that every aspect of the customer experience is carefully considered and optimized. The ultimate goal is to create not just satisfied customers, but true advocates for the brand.

The CEMMethod® has been applied successfully in various industries, leading to significant improvements in customer satisfaction, loyalty, and overall business performance. It’s a testament to the power of putting the customer first, and under the guidance of thought leaders like the BP Group, it continues to evolve and set new standards in customer experience excellence.

This method isn’t just about improving metrics; it’s about creating lasting, meaningful relationships with customers. It’s an inspiring journey towards a future where businesses thrive by genuinely understanding and valuing their customers.

find out more about the CEmmethod®
learn the CEmmethod®

Steve Towers, BPG’s Chief Experience Officer, is an expert in customer experience and process transformation who enjoys spreading his enthusiasm for this field through coaching, consultancy, keynote talks and books (twelve published).

Through the CEMMethod®, now in version 15, he and the BPG affiliates help companies win the triple crown 👑 —the simultaneous ability to Grow Revenue, Reduce Costs, and Improve service.

With over four decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX and Process teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.

Steve is also an entrepreneur and an early-stage investor in innovative software companies.

Subscribe to this channel and reach out and connect with Steve via https://linktr.ee/stevetowers

The Opportunity for CX with Generative AI

📈 So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. 👍

The discussion reviews the state of play and trends

Teaser preluding the podcast with host Ran Yousef of Glassix

ACCESS THE FULL INTERVIEW AND INSIGHTS (with Transcript) from these links:

📢 GLASSIX
SPOTIFY
APPLE
YOUTUBE

The 90-second preview transcript provides a nice taster for the main course

Prelude to the main podcast

Now, as you already mentioned there, Ran, at the end of the day, everything comes back to customer experience. It’s the customer who creates all the work for our organizations. So it makes sense that we should be focusing our attention on how do we deliver successful customer outcomes. So in the context of generative AI, that puts our whole CX world on steroids, if you like, because many of the things that we’ve been saying for the last 15 or 20 years are now able to come to fruition in double quick time.

So with those sort of things in mind, you know, setting the sort of the scene there, you know, we’ve got, we’ve got areas, I won’t dive into detail. I’m certainly not going to go technical today, but we’ve got the areas like personalization, you know, the ability to be able to understand that our customers at a singular level.

So whether we’re a B2C, a B2B, a government, a not for profit, a charity or whatever, getting a real intimate understanding of our customers and the data associated with that allows us to really [00:01:00] personalize a service and a product we can deliver. Likewise, there’s things that we can do which have always been like, you know, we quest for 24 7 service, don’t we?

We want to deliver that for our customers, but it could become inordinately expensive. But with generative AI now, we can offer that as a service where people can interact, you know, in, in multimodal models. So, you know, through the phone, through the web, you know, through their apps and anyway they want to have a consistent set of interactions and be able to capture that in a way that seamlessly can connect with customer successes.

ACCESS THE PODCAST

Steve Towers, BPG’s Chief Experience Officer, is an expert in customer experience and process transformation who enjoys spreading his enthusiasm for this field through coaching, consultancy, keynote talks and books (twelve published).

Through the CEMMethod®, now in version 15, he and the BPG affiliates help companies win the triple crown 👑 —the simultaneous ability to Grow Revenue, Reduce Costs, and Improve service.

With over four decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX and Process teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.

Steve is also an entrepreneur and an early-stage investor in innovative software companies.

Subscribe to this channel and reach out and connect with Steve via https://linktr.ee/stevetowers

👉 CX Metrics – What you measure is what you get 💪

📈 So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. 👍

YOU may be measuring Customer Experience in the wrong way

Measure CX Right or Risk Business Failure – Videos and Case Studies reveal best/next practices from the worlds leading CX organisations.

ACCESS THE COMPLIMENTARY 4 WEEK PROGRAM INCLUDES THE DECKS (PDF), VIDEOS & TRANSCRIPTS

GIVE ME ACCESS

The PROGRAM includes a dozen Case Studies , a Discussion of the reasons why some organisations fall into the same traps over and over (and how to avoid them).

Here’s an extract:

Here’s just one example from last week of all times where Tesla, let’s put the name out there as a warning to others, has been, over the years, the top in Net Promoter Score performance, if you like, across their particular industry. And yet at the same time, their customers are experiencing increasing issues.

See the Reuters report on Tesla’s failings: “Tesla created a secret team to suppress thousands of driving range complaints”

Poorer customer service has mapped through the number of complaints that they were receiving. So how could it be that they were being so successful with N P S compared with the rest of the industry? While at the same time the number of complaints have been increasing. And last week it was noted that people were gaming the system.

if you pay people for doing dumb stuff,
they’ll get really smart at it.

Steve Towers

Tesla not measuring up

They were doing this by attaching the NPS and Customer Satisfaction scores to bonus schemes. Hence, not surprisingly, the scores were going up, the scores were improving month on month, quarter on quarter and year on year, right? And as it says, if you pay people for doing dumb stuff, they’ll get really smart at it.

And that’s precisely part of Tesla’s problem. And this goes back, and this isn’t like one incident. This goes back six or seven years, and there are reports that you can get through the links later on. They laid off a whole bunch of staff in finance and marketing for actually gaming the system and being very selective about who they asked and who they surveyed to produce the right results.

GET ACCESS TO THE PROGRAM

DOWNLOAD THE CASE STUDIES

Steve Towers, BPG’s Chief Experience Officer, is an expert in customer experience and process transformation who enjoys spreading his enthusiasm for this field through coaching, consultancy, keynote talks and books (twelve published).

Through the CEMMethod®, now in version 15, he and the BPG affiliates help companies win the triple crown 👑 —the simultaneous ability to Grow Revenue, Reduce Costs, and Improve service.

With over four decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX and Process teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.

Steve is also an entrepreneur and an early-stage investor in innovative software companies.

Subscribe to this channel and reach out and connect with Steve via https://linktr.ee/stevetowers

Mastering Customer Experience: A CCO’s Guide to Success in the Corporate Landscape

📈 So many Metrics, So little Time. Smash through the Barrier!
Get the Deck and The CX Measurement system that works Immediately. 👍

Welcome to the corporate jungle, where the role of the Chief Customer Officer (CCO) is as fresh as it is precarious. Cast your mind back to 1999, the dawn of this pivotal role at Texas Power and Light. Fast forward, and we’ve got over 500 CCOs strutting their stuff across the globe—some with the badge, others without. But here’s a brain teaser: Why do less than 7% of the big guns—the Fortune 500—have a CCO in their corner? Could it be we’re witnessing a trend on the brink of extinction?

Here’s the skinny on what a CCO’s gotta do: fire up profitable customer antics, make the business revolve around the customer, and steer the corporate ship towards the horizon of growth. But here’s the kicker: despite these make-or-break goals, CCOs are finding themselves on the thinnest ice within the C-suite. Why? With an average stint lasting just over two shakes of a lamb’s tail (29.4 months, to be precise), it’s clear they’re juggling hot potatoes that could be too hot to handle.

The quagmire for the CCO is real. It’s rooted in a sort of identity crisis—a role that’s as defined as a blob of mercury. Back in the day, it was about herding customers—either corralling new ones or keeping the old ones from straying. But as the plot thickens, we see that wielding the power to make real changes for the customer is where the true battleground lies. The evolution is undeniable, but it’s tangled up with the need to carve out respect and clout in the old-school corporate hierarchy.

Being a CCO isn’t a walk in the park. It’s about untangling knotty customer conundrums, crafting a competitive edge sharper than a samurai sword, and embedding a customer-first ethos into the company’s DNA. This is no small feat—it takes a Herculean effort from the top brass to give the CCO the muscle to flex. If the backing’s not there, the CCO’s journey is like navigating rapids without a paddle.

How do you get that and then sustain that backing? You need to deliver on the CX promise of winning the Triple Crown – simultaneously growing revenues, reducing costs and improving service. And yes not in some far distant time – but now. The good news is that has already happened for pragmatic results focused CCOs. They are the ones still in their jobs and going onto bigger and better.

To wrap this up, let’s lay it on the line: if a CCO is going to make waves, the role needs to be crystal clear. We need a blueprint for authority that doesn’t crumble at the first sign of trouble and an unwavering commitment from the C-suite crew. The revolving door of CCOs sends a distress flare—we need to wise up and fortify this role if we’re serious about winning the customer loyalty race and clinching that trophy of enduring triumph.

So, what’s the scoop from the CCO Council? It’s a treasure trove of insights into the trials and triumphs of the CCO odyssey. This is no mere spiel; it’s a tapestry woven with the threads of experience, painting a picture of a role that’s both vital and vulnerable. It’s time for businesses to buck up and rethink their strategy if they want to capture the full potential of customer-centric leadership. Because, at the end of the day, isn’t the customer what it’s all about?

It is the Chief Customer Officer’s most Perilous Journey

Resources


The BPG’s CEMMethod provides a framework to implement a practical and immediate improvement to both operational and strategic CX.

Review these resources for more:
 
Accredited Customer Experience Professional® (ACXP®) training: https://experienceprofessional.com/acxm_inviterce5167p

CEMMethod v.15: https://cemmethod.net

CX Resources: https://www.bpgroup.org

CX Measurement: The CX6 overview: https://youtu.be/i7p_d9d7yrg?si=4yg1kAtefJlcq4BE

[1] CX6 – overview video

if you pay people for doing dumb stuff,
they’ll get really smart at it.

Steve Towers

Meet Steve Towers

Steve Towers, BPG’s Chief Experience Officer, is an expert in customer experience and process transformation who enjoys spreading his enthusiasm for this field through coaching, consultancy, keynote talks and books (twelve published).

Through the CEMMethod®, now in version 15, he and the BPG affiliates help companies win the triple crown 👑 —the simultaneous ability to Grow Revenue, Reduce Costs, and Improve service.

With over four decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX and Process teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.

Steve is also an entrepreneur and an early-stage investor in innovative software companies.

Subscribe to this channel and reach out and connect with Steve via https://linktr.ee/stevetowers