FOR IMMEDIATE RELEASE
BPG and The Accredited CX Master® (ACXM®) Qualification Honored Among World’s Best for Customer Experience Training Program!

London, United Kingdom – February 28, 2025 – We are thrilled to announce that our Accredited Customer Experience Master® (ACXM®) training program has been ranked among the world’s best in 2025 by our global peers. This prestigious recognition is a testament to the tireless efforts, dedication, and commitment of our entire community.

The ACXM program, designed to enhance customer experience professionals’ skills, has been instrumental in fostering a culture of excellence within the industry. This achievement would not have been possible without the unwavering support and collaboration of our community members, who have consistently demonstrated their passion and drive for delivering outstanding customer experiences.

Steve Towers, Chief Experience Officer at BPG, expressed his gratitude, saying, “This accolade is a reflection of the incredible work and dedication of our community. Their commitment to continuous improvement and excellence has been the cornerstone of our success. We are immensely proud of this achievement and look forward to continuing our journey together.”

We extend our heartfelt thanks to everyone who has contributed to this remarkable accomplishment. Together, we have set a new standard for customer experience training, and we are excited about the future possibilities.
For more information about the ACXM program, please visit https://experienceprofessional.com/ACXM2025_online.

​Media Contact: Steve Towers Chief Experience Officer, BP Group Email: steve.towers@bpgroup.org Phone: +44 7429 518277

And an acknowledgement to all our Affiliates and Partners:

Why Choose ACX/BP Group?

Join the Movement

Partner with ACX/BP Group and embark on a journey towards CX excellence. Our mentors and coaches are here to guide you every step of the way, from strategy development to execution. Together, we can elevate your business to new heights of success and customer satisfaction.

Review the upcoming programs: https://www.bpgroup.org
Deep dive with your Mentors and Coaches: BPG Licensed Coaches – BPG

Contact Us

Get in touch with our team to learn more about how our ACX Mentors and Coaches can help your organization thrive:

• Email: info@bpgroup.org
• Phone: +44 (0) 7429 518277

Discover the difference that dedicated mentorship and innovative strategies can make. Let’s create a brighter future for your business, one exceptional customer experience at a time.

---

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

For twenty years, for-profit companies have been winning the Triple Crown in double quick time. This is the key to differentiating on behalf of customers and shareholders. The concept developed in companies like Apple, Amazon, Gilead Sciences, South West Airlines, Emirates, Space X, BMW, Four Seasons Hotels, and many more. The concept is hard-baked into the Strategy and Operations.

Unleashing Public sector Potential with the Triple Crown

Let’s review some of the emerging stories, with some examples of the size and scale of this tsunami now enveloping the Government, whether federal, State, or local.

In the United States, Kim Reynolds and IOWA are achieving impressive results that have already been sustained for several years. Let’s watch the 3 30+ second videos (that link to several loner forms if you are interested!).

See 20+ telling the story and people involved: https://www.youtube.com/@CXNow

Why Choose ACX/BP Group?

Join the Movement

Partner with ACX/BP Group and embark on a journey towards CX excellence. Our mentors and coaches are here to guide you every step of the way, from strategy development to execution. Together, we can elevate your business to new heights of success and customer satisfaction.

Review the upcoming programs: https://www.bpgroup.org
Deep dive with your Mentors and Coaches: BPG Licensed Coaches – BPG

Contact Us

Get in touch with our team to learn more about how our ACX Mentors and Coaches can help your organization thrive:

• Email: info@bpgroup.org
• Phone: +44 (0) 7429 518277

Discover the difference that dedicated mentorship and innovative strategies can make. Let’s create a brighter future for your business, one exceptional customer experience at a time.

---

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

In today’s competitive business landscape, customer experience (CX) has become the key differentiator that separates thriving enterprises from the rest. At ACX/BP Group, we pride ourselves on fostering a culture of excellence through our world-class ACX Mentors and Coaches, who are dedicated to empowering businesses to achieve unparalleled customer satisfaction and operational success.

Unleashing Potential with ACX & ProcessExpertise

Our ACX Mentors and Coaches are not just seasoned professionals; they are visionary leaders equipped with cutting-edge methodologies and a deep understanding of the CX landscape. With their extensive experience across diverse industries, they bring a wealth of knowledge and practical insights to help businesses unlock their full potential.

Why Choose ACX/BP Group?

1. Proven Track Record: Our mentors and coaches have successfully guided numerous organizations through transformative CX initiatives, resulting in enhanced customer loyalty and increased profitability.
2. Customized Solutions: We understand that every business is unique. Our experts tailor their approach to meet the specific needs and challenges of each client, ensuring sustainable and impactful results.
3. Innovative Methodologies: Leveraging the latest CX Next Practice approaches, our team provides forward-thinking strategies that keep businesses ahead of the competition in the ever-evolving digital age.

Meet Our ACX Mentors and Coaches

At ACX/BP Group, we are proud to showcase our team of elite mentors and coaches who are at the forefront of CX innovation:

Join the Movement

Partner with ACX/BP Group and embark on a journey towards CX excellence. Our mentors and coaches are here to guide you every step of the way, from strategy development to execution. Together, we can elevate your business to new heights of success and customer satisfaction.

Review the upcoming programs: https://www.bpgroup.org
Deep dive with your Mentors and Coaches: BPG Licensed Coaches – BPG

Contact Us

Get in touch with our team to learn more about how our ACX Mentors and Coaches can help your organization thrive:

• Email: info@bpgroup.org
• Phone: +44 (0) 7429 518277

Discover the difference that dedicated mentorship and innovative strategies can make. Let’s create a brighter future for your business, one exceptional customer experience at a time.

---

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

See the full 5-minute video here: https://youtu.be/pfVgLkhsh-I

Summary

IOWA partnered with a training and consulting firm, and engaged Iowa’s agency directors to assess agency missions, funding, staffing, and effectiveness, while benchmarking Iowa against other organisations.

Highlights

• 🤝 Partnership: Collaborated with an outside firm to leverage expertise.
• 🏛️ Agency Involvement: Engaged agency directors and staff early in the process.
• ❓ Accountability: Asked challenging questions to foster accountability and drive change.
• 🎯 Core Missions: Evaluated the core missions of each agency for clarity and focus.
• 💰 Funding Analysis: Investigated how each agency is funded to ensure financial efficiency.
• 🔍 Benchmarking: Compared Iowa’s agencies against neighboring states for best practices.
• ⚖️ Structure Comparison: Analyzed agency structures to identify duplication and misalignment.

Key Insights

• 🔗 Collaboration Drives Success: Partnering with external experts can bring fresh perspectives and specialized knowledge, essential for radical improvements in efficiency.
• 🏢 Engagement is Critical: Involving agency directors from the start fosters ownership and commitment to the initiative, leading to more sustainable changes.
• 🔎 Hard Questions Matter: Challenging the status quo and asking tough questions can reveal inefficiencies and spark necessary transformations within agencies.
• 📊 Mission Clarity: Understanding and clarifying the core mission of each agency is vital for aligning resources and efforts towards successful outcomes.
• 💸 Funding Awareness: Analyzing how agencies are funded can uncover opportunities for reallocation and better resource management.
• 🌍 Benchmarking for Improvement: Comparing Iowa’s performance with similar states can identify strengths and weaknesses, guiding targeted improvements.
• 🔄 Eliminating Duplication: Assessing agency structures helps identify overlapping functions, allowing for streamlined processes and improved service delivery.

Frequently Asked Questions Related to the Underpinning CEMMethod®

1. What is CEMMethod®? How does the CEMMethod® help? The CEMMethod® is a comprehensive approach that aims to improve customer experiences by aligning all aspects of an organization with customer needs and experiences.
   
   It helps by:
   > Lowering costs, increasing revenues, and improving service through the Triple Crown approach.
   > Utilizing tools like the Successful Customer Outcome Canvas (SCOC) and the Outside-In Strategic Matrix (OISM) to identify and prioritize key customer outcomes.
   
2. Implementation Challenges: Common challenges organizations face when implementing the CEMMethod® include:
   > Integrating the method with existing processes and systems effectively and efficiently.
   > Ensuring that the focus remains on customer needs and experiences while addressing internal processes.
   
3. Measuring Success: Enterprises measure the success and effectiveness of the CEMMethod® by:
   > Assessing the impact on key outcomes such as lower costs, higher revenues, and improved service.
   > Evaluating the efficacy of techniques and approaches in real-world applications and their alignment with customer needs.
   
   • Integration with Existing Systems: The CEMMethod® can be integrated with existing enterprise systems and processes by:
     > Aligning with AI, digitization, and machine learning for significant cost reductions and revenue uplift.
     > Adapting the portfolio of techniques and approaches to suit all circumstances, ensuring rigorous dashboards focused Outside-In.
     
     For more detailed information and practical applications, you can explore the resources and guides available on 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

See the full 5-minute video here: https://youtu.be/pfVgLkhsh-I

Iowa Governor discusses significant tax reforms implemented in Iowa, showcasing the state’s shift to a flat income tax rate of 3.8% and the gradual reduction of the corporate tax rate to 5.5%. The reforms also include eliminating taxes on retirement and inheritance income, culminating in projected savings of approximately $24 billion for Iowans over a decade. The speaker emphasizes that while tax cuts are beneficial, they must be sustainable to continue the trend of reductions and to ensure the state’s fiscal health. The importance of maintaining a balanced budget amidst these reforms is a critical point of discussion.

Highlights

• 💰 Flat Income Tax Rate: Iowa taxpayers benefit from a newly implemented flat income tax rate of 3.8%.
• 📉 Corporate Tax Reduction: The corporate tax rate is set to decrease to 5.5%, promoting business growth.
• 🏖️ Retirement and Inheritance Tax Elimination: Iowa has removed taxes on retirement and inheritance income, benefiting many residents.
• 💵 Substantial Savings for Iowans: Over the next 10 years, Iowans are projected to save an estimated $24 billion due to these tax reforms.
• 📊 Sustainability of Tax Cuts: The speaker underscores the necessity for tax cuts to be sustainable to ensure long-term benefits.
• 📆 Budget Considerations: The annual state budget is approximately $10 billion, highlighting the importance of fiscal management amidst tax reforms.
• 🔄 Future Tax Reduction Goals: The overarching goal is to continue reducing taxes, provided they can be managed sustainably.

Key Insights

• 💡 Impact of a Flat Tax Rate: The introduction of a flat income tax rate of 3.8% simplifies the tax structure, making it easier for residents to understand their tax obligations. This approach can potentially attract new residents and businesses to Iowa, as it provides a more predictable financial environment. The flat tax system is also seen as a way to increase fairness in taxation, as it applies the same rate to all income levels.
• 📈 Corporate Tax Rate Adjustments: Lowering the corporate tax rate to 5.5% is a strategic move to enhance Iowa’s competitiveness in attracting businesses. A reduced corporate tax burden can lead to increased investment in the state, fostering job creation and economic growth. This change aims to position Iowa as a favorable destination for businesses looking for a lower cost of doing business, which could spur further economic development.
• 📜 Elimination of Retirement and Inheritance Taxes: The decision to eliminate taxes on retirement and inheritance income provides significant relief to Iowans, particularly retirees who may rely on fixed incomes. This move can enhance the quality of life for many residents by allowing them to retain more of their earnings and assets, thus stimulating local economies through increased spending.
• 💰 Long-term Savings Projections: The estimated $24 billion in savings for Iowans over the next decade represents a significant fiscal benefit that can influence consumer behavior and investment patterns. Residents may feel more financially secure, leading to increased spending and investment in local businesses, ultimately benefiting the state’s economy.
• 🔄 The Need for Sustainable Tax Policies: The emphasis on sustainability in tax cuts reflects a proactive approach to fiscal management. It is vital for policymakers to ensure that tax reductions do not compromise the state’s ability to fund essential services and maintain a balanced budget. Sustainable tax policies are necessary to avoid future budget shortfalls that could lead to increased taxes or cuts in services.
• 📊 Balancing the State Budget: With an annual budget of around $10 billion, the state must carefully navigate its financial landscape following these tax reforms. Ensuring that the budget remains balanced while implementing tax cuts is a challenging task that requires prudent fiscal oversight and planning. Policymakers must continually assess the impact of these reforms on state revenue and expenditure.
• 🌱 Vision for Future Tax Reductions: The discussion indicates a long-term vision for continued tax reductions, contingent upon the sustainability of current measures. This outlook suggests a commitment to further enhancing Iowa’s economic environment, encouraging ongoing dialogue among stakeholders about the best practices for tax policy evolution. It reflects a broader ambition to create a thriving economic ecosystem in Iowa where residents and businesses can prosper.

In summary, the video highlights a transformative moment in Iowa’s tax policy, characterized by significant reductions in both personal and corporate tax rates, the elimination of certain taxes, and a focus on sustainable fiscal practices. These reforms are positioned as critical steps toward enhancing economic growth and improving the financial wellbeing of Iowans. While challenges remain in maintaining a balanced budget, the proactive measures taken indicate a forward-thinking approach to governance and economic strategy.

See the full 5-minute video here: https://youtu.be/pfVgLkhsh-I

Frequently Asked Questions Related to the Underpinning CEMMethod®

1. What is CEMMethod®? How does the CEMMethod® help? The CEMMethod® is a comprehensive approach that aims to improve customer experiences by aligning all aspects of an organization with customer needs and experiences.
   
   It helps by:
   > Lowering costs, increasing revenues, and improving service through the Triple Crown approach.
   > Utilizing tools like the Successful Customer Outcome Canvas (SCOC) and the Outside-In Strategic Matrix (OISM) to identify and prioritize key customer outcomes.
   
2. Implementation Challenges: Common challenges organizations face when implementing the CEMMethod® include:
   > Integrating the method with existing processes and systems effectively and efficiently.
   > Ensuring that the focus remains on customer needs and experiences while addressing internal processes.
   
3. Measuring Success: Enterprises measure the success and effectiveness of the CEMMethod® by:
   > Assessing the impact on key outcomes such as lower costs, higher revenues, and improved service.
   > Evaluating the efficacy of techniques and approaches in real-world applications and their alignment with customer needs.
   
   • Integration with Existing Systems: The CEMMethod® can be integrated with existing enterprise systems and processes by:
     > Aligning with AI, digitization, and machine learning for significant cost reductions and revenue uplift.
     > Adapting the portfolio of techniques and approaches to suit all circumstances, ensuring rigorous dashboards focused Outside-In.
     
     For more detailed information and practical applications, you can explore the resources and guides available on 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

Over the next decade, Iowans are projected to save an estimated $24 billion in a state with an annual budget of about $10 billion. Cutting taxes alone isn’t sufficient; ensuring sustainability is equally crucial, particularly if the goal is continued reductions. While the growth spurred by tax cuts aids this effort, it’s essential to maintain spending discipline and keep government operations in check. I have collaborated closely with our General Assembly to achieve just that.

The Cato Institute has recognized Iowa as the most fiscally responsible state in the country for three consecutive years, a testament to our dedicated efforts.

An Excellent example of how you can reform the BLOATED Public Sector.
Align everything you do with Successful Customer Outcomes; the rest will follow.

See the full 5-minute video here: https://youtu.be/pfVgLkhsh-I

Over 10 years, Iowans will save an estimated $24 billion in a state with an annual budget of about 10 billion. But it’s not enough just to cut taxes. You have to make sure that they’re sustainable, especially if you want to keep reducing them. The growth they create helps, but you also need to keep spending and government in check, and I’ve worked closely with our General assembly to do just that.

In fact, the Cato Institute has ranked Iowa the most fiscally responsible state in the country for three years running.

Frequently Asked Questions Related to the Underpinning CEMMethod®

1. What is CEMMethod®? How does the CEMMethod® help? The CEMMethod® is a comprehensive approach that aims to improve customer experiences by aligning all aspects of an organization with customer needs and experiences.
   
   It helps by:
   > Lowering costs, increasing revenues, and improving service through the Triple Crown approach.
   > Utilizing tools like the Successful Customer Outcome Canvas (SCOC) and the Outside-In Strategic Matrix (OISM) to identify and prioritize key customer outcomes.
   
2. Implementation Challenges: Common challenges organizations face when implementing the CEMMethod® include:
   > Integrating the method with existing processes and systems effectively and efficiently.
   > Ensuring that the focus remains on customer needs and experiences while addressing internal processes.
   
3. Measuring Success: Enterprises measure the success and effectiveness of the CEMMethod® by:
   > Assessing the impact on key outcomes such as lower costs, higher revenues, and improved service.
   > Evaluating the efficacy of techniques and approaches in real-world applications and their alignment with customer needs.
   
   • Integration with Existing Systems: The CEMMethod® can be integrated with existing enterprise systems and processes by:
     > Aligning with AI, digitization, and machine learning for significant cost reductions and revenue uplift.
     > Adapting the portfolio of techniques and approaches to suit all circumstances, ensuring rigorous dashboards focused Outside-In.
     
     For more detailed information and practical applications, you can explore the resources and guides available on 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 https://cemmethod.com is a powerful approach to customer-centric business transformation. Version 15 now has more than 50+ tools. We all have our favourites (I love the Six Step Innovation (6Si) approach), but remembering the ones we use less often can be challenging!

Last month, in South Africa, someone asked me how I remembered them all. With the work of Dr. Christian Poensgen and my unique memory techniques (inspired by Steven Andreas), I created this guide. It’s a personal touch that I hope you’ll find useful. Enjoy!

If you want the full deck, DM me.

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Frequently Asked Questions Related to the Underpinning CPP CEMMethod®

Frequently Asked Questions Related to the CEMMethod®

1. What is CEMMethod®? How does the CEMMethod® help? The CEMMethod® is a comprehensive approach that aims to improve customer experiences by aligning all aspects of an organization with customer needs and experiences.
   
   It helps by:
   > Lowering costs, increasing revenues, and improving service through the Triple Crown approach.
   > Utilizing tools like the Successful Customer Outcome Canvas (SCOC) and the Outside-In Strategic Matrix (OISM) to identify and prioritize key customer outcomes.
   
2. Implementation Challenges: Common challenges organizations face when implementing the CEMMethod® include:
   > Integrating the method with existing processes and systems effectively and efficiently.
   > Ensuring that the focus remains on customer needs and experiences while addressing internal processes.
   
3. Measuring Success: Enterprises measure the success and effectiveness of the CEMMethod® by:
   > Assessing the impact on key outcomes such as lower costs, higher revenues, and improved service.
   > Evaluating the efficacy of techniques and approaches in real-world applications and their alignment with customer needs.
   
   • Integration with Existing Systems: The CEMMethod® can be integrated with existing enterprise systems and processes by:
     > Aligning with AI, digitization, and machine learning for significant cost reductions and revenue uplift.
     > Adapting the portfolio of techniques and approaches to suit all circumstances, ensuring rigorous dashboards focused Outside-In.
     
     For more detailed information and practical applications, you can explore the resources and guides available on 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

What is It?
New business models emphasise the customer as part of our increasingly fast-moving markets. That shift comes from evolving customer needs and outstanding customer experiences. ‘The customer experience,’ as Steve Jobs said, ‘is the Process.’
Customer experience needs to be integrated into every business activity.

Customer Centric Process

Significance and Market Value: What Do You Do With It Now?

Customer centricity is a business value orientation in which the customer’s interests are prioritized at all stages of the customer purchase process. This means developing goods, services, and operations to make consumers happy and loyal. Customer-centric companies win the war and get more satisfied and active customers.

Understanding Customer-Centricity.

Leading Examples of Customer-centric Businesses Enabled by :

Amazon: Being Customer-First, Amazon continuously strives to enhance the ease of shopping, recommendations, and customer care.

Apple: Taking an innate look and feel of what they’re making for the user is one way Apple gained a loyal customer base that values their devices’ design and ease of use.

Zappos: This online store has changed customer service. They also provide free shipping and returns and have a 365 day money back guarantee, so your experience is really good.

Process Experts: What Are They?

Customer-centric transformation is Driven by Process Gurus:

Process engineers play an essential role in delivering customer-centric organizational transformation. They maintain and improve the business processes to align with customer demands and desires. By streamlining and removing friction, process consultants offer an effortless, enjoyable customer experience.

Needs and Specializations:

Analysis: Statistical thinking to analyse data and identify growth opportunities.

Attention To Customer: Customers and Process Design.

Communication: Communicate change and improvement with ease to stakeholders

Problem Solving: Searching for new ways to enhance customer experience.

Why The CPP?

The CPP Qualification:

With the Certified Process Professional (CPP) certificate, you’ll be able to equip professionals with the knowledge and practical skills to deliver customer-facing changes. This course offers process optimisation, customer experience and change management courses.

How To Become A Certified Process Professional:

New Skills: Educate yourself in process optimisation and customer experience management.

Advancement in the Workplace: Be the best with a recognised qualification

High Impact Work: Affect your company through customer-facing projects.

In summary:

Process practitioners have never been more in demand in a world where customers keep asking for more. Make yourself a Certified Process Professional and take your business to your customers’ future for success. Don’t miss this opportunity. Don’t fall behind the customer-centric landscape.

Register for the next CPP program and transform your career and business.
https://www.certifiedprocessprofessional.com/Sessions.html

If you want to advance your Process and CX expertise, the CPPM® qualification could be a great fit!

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😎 The CPP Master® programme now incorporates AI learning and modules to adopt CX-friendly technologies.
To find out more about the complete programme, visit:
https://www.certifiedprocessprofessional.com/Sessions.html

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Frequently Asked Questions Related to the Underpinning CPP CEMMethod®

Frequently Asked Questions Related to the CEMMethod®

1. What is CEMMethod®? How does the CEMMethod® help? The CEMMethod® is a comprehensive approach that aims to improve customer experiences by aligning all aspects of an organization with customer needs and experiences.
   
   It helps by:
   > Lowering costs, increasing revenues, and improving service through the Triple Crown approach.
   > Utilizing tools like the Successful Customer Outcome Canvas (SCOC) and the Outside-In Strategic Matrix (OISM) to identify and prioritize key customer outcomes.
   
2. Implementation Challenges: Common challenges organizations face when implementing the CEMMethod® include:
   > Integrating the method with existing processes and systems effectively and efficiently.
   > Ensuring that the focus remains on customer needs and experiences while addressing internal processes.
   
3. Measuring Success: Enterprises measure the success and effectiveness of the CEMMethod® by:
   > Assessing the impact on key outcomes such as lower costs, higher revenues, and improved service.
   > Evaluating the efficacy of techniques and approaches in real-world applications and their alignment with customer needs.
   
   • Integration with Existing Systems: The CEMMethod® can be integrated with existing enterprise systems and processes by:
     > Aligning with AI, digitization, and machine learning for significant cost reductions and revenue uplift.
     > Adapting the portfolio of techniques and approaches to suit all circumstances, ensuring rigorous dashboards focused Outside-In.
     
     For more detailed information and practical applications, you can explore the resources and guides available on 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

Join Steve Towers in Johannesburg on October 4, 2024, for a hands-on workshop to master advanced CX approaches and techniques.

The Accredited Customer Experience Advisor® (ACXA®) qualification is a specialized certification offered in association with the IT Web organisation. It enhances and builds upon your existing customer experience (CX) qualifications.

This program focuses on practical, hands-on learning, often described as a ‘learning by doing’ approach. It aims to equip professionals with advanced skills and knowledge to excel in customer experience.

The ACXA® qualification is ideal for those passionate about staying ahead in the CX industry and wanting to gain the latest insights and techniques. By completing this program, you can expect to:

🧰 Deepen your understanding of advanced CX strategies and methodologies.
🚀 Enhance your ability to design and implement effective CX initiatives.
🥇 Gain recognition as a highly skilled CX professional.
👉🏽 This qualification is particularly beneficial for those looking to distinguish themselves in the workplace and demonstrate their commitment to continuous improvement in customer experience.

If you want to advance your CX expertise, the ACXA® qualification could be a great fit!

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😎 The Accredited CX Advisor® programme now incorporates AI learning and modules to adopt CX-friendly technologies.
To find out more about the complete programme, visit: https://www.linkedin.com/events/accreditedcustomerexperienceadv7239586260170801152/

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Frequently Asked Questions Related to the Underpinning CEMMethod®

Frequently Asked Questions Related to the CEMMethod®

1. What is CEMMethod®? How does the CEMMethod® help? The CEMMethod® is a comprehensive approach that aims to improve customer experiences by aligning all aspects of an organization with customer needs and experiences.
   
   It helps by:
   > Lowering costs, increasing revenues, and improving service through the Triple Crown approach.
   > Utilizing tools like the Successful Customer Outcome Canvas (SCOC) and the Outside-In Strategic Matrix (OISM) to identify and prioritize key customer outcomes.
   
2. Implementation Challenges: Common challenges organizations face when implementing the CEMMethod® include:
   > Integrating the method with existing processes and systems effectively and efficiently.
   > Ensuring that the focus remains on customer needs and experiences while addressing internal processes.
   
3. Measuring Success: Enterprises measure the success and effectiveness of the CEMMethod® by:
   > Assessing the impact on key outcomes such as lower costs, higher revenues, and improved service.
   > Evaluating the efficacy of techniques and approaches in real-world applications and their alignment with customer needs.
   
   • Integration with Existing Systems: The CEMMethod® can be integrated with existing enterprise systems and processes by:
     > Aligning with AI, digitization, and machine learning for significant cost reductions and revenue uplift.
     > Adapting the portfolio of techniques and approaches to suit all circumstances, ensuring rigorous dashboards focused Outside-In.
     
     For more detailed information and practical applications, you can explore the resources and guides available on the CEMMethod®.

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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