LOS ANGELES, The Accredited Customer Experience Master® (ACXM) - 4 DAYS, Crown Plaza Hotel, Monday, 15. June 2020

Workshop Overview:
The ACX certification course provides a strategic focus to professionals who will influence and be accountable for the organisational-wide customer experience maturity, culture and alignment to strategic objectives.
Duration: 4 days Interactive Workshop
Location: Los Angeles, USA
Target Audience: For Senior Executives, Operating Managers, Customer Service Leaders, CX Executives, Process leaders and Owners, Resource Managers, Members of Customer Experience design teams and program management offices, Business analysts, Systems analysts, Six Sigma certified professionals, Lean Experts, Agile Professionals, Functional Managers, Key Front-Line personnel, and everyone else with a stake in getting the most out of customer-centric thinking and practice.
Workshop Outcomes:

Coached by an Accredited CEMMethod® Facilitator covering levels 1 – 5 of the ACX Program

Certification is competency-based, evaluating competency through the practical application of the concepts during the workshop, ensuring you have the skills to deliver customer experience improvement

Over the course of four days, delegates will learn the CEMMethod® and understand how to apply it. The course covers the theory of the methodology as well as many practical exercises applied to your specific business challenges.

Tools are introduced and utilized to ensure that the method is understood and applied

At the end of the 4 days’ workshop, participants will receive a globally recognised Certified Accredited Customer Experience (ACX) Masters from The BP Group.
Level 1 – Customer Categorization

In this module, you will develop an understanding of ‘Outside-In’ thinking and define customer categories based on needs.


Understand customer types and categorise them based on needs.

Redefine your business objectives from an ‘Outside-In’ perspective

Distil the Successful Customer Outcome

Level 2 – Customer Lifecycle and Customer Performance Landscape

In this module you will build on the level 1 exercise and define the full customer lifecycle of a priority customer category.

Expanding on the lifecycle identified, a customer performance landscape will be developed to understand the alignment of the customer lifecycle to organisational outputs, business and customer outcomes, rewards and mindsets.


ABACUS lifecycle model and As-Is mapping of a customer lifecycle

Define a To-Be lifecycle model

Define the activities, outputs, business and customer outcomes using the customer performance landscape

Identify rewards and mindsets required to deliver on the to-be lifecycle

Level 3 – Customer Experience Maturity, Rating and Dashboards

In this module, you will understand the broader customer experience ecosystem, i.e. the habits and habitats of a customer-centric organisation.

You will understand, assess and derive an action plan related to the 10 key elements that are associated with ****** customer-centric organisations.

In addition, understand key information that should be identified and maintained on a dashboard in order to enable the tracking and management of CX change


Analyse the organisational maturity and readiness for customer-centric change.

Develop a dashboard to track and manage CX change.

Level 4 – Customer Experience ABC (Attitudes, Behaviours and Culture)
Customer Experience Teams and Structures

In this module, you will focus on the human aspects of customer experience by understanding attitudes, behaviours and culture required to drive the desired customer experience.

Review organisation structure and re-align roles and relationships to deliver successful customer outcomes


Attitudes, Behaviours and Culture

Develop an Organisphere (organisation model) to support the To-Be lifecycle designed during level 2

Level 5 – Customer Experience Management Office

In this model you will be introduced to a framework for a CX management office that can be implemented in an organisation to drive customer-centric transformation.

Develop an understanding of how to establish and manage a six-month organisational program to upskill, plan and roll out CX organisational change


CX management Office definition, requirements, structure and functions

 Join with 100,000+ professionals across 118 countries. Featuring the CEMMethod v.12 (born in 2001 - see it's pedigree here)

Thanks very much for an amazing course! You are a fantastic facilitator and I'm truly blessed to have you share your wisdom with us.
Jenny Simpson, Senior Consultant, Business Improvement, National Australia Bank
I'm writing to endorse BPGroups Certified Process Professional Masters program. It completely changed the way I think about a process. Steve Towers and the BPGroup taught us amazing secret techniques of process improvement. The program provided me with the ability to apply all the learnings immediately after the training. Very effective training with a wealth of knowledge to share. This is a must training for everyone who's interested in making a process better!Maria T Ferreira AVP - Client Experience Process Improvement at CitiThanks for your time and the fantastic course, delivered in Auckland recently. Looking forward to attending the CPP Masters in June - will see if I can bring some colleagues!!Neal Ross, Chief Information Officer at Konica Minolta Business Solutions New Zealand Limited
The detail was very relevant and extremely well presented. Steve is a great communicator and spoke extremely Botes, Standard Bank
Brilliant Workshop. The speaker was awesome and gave great guidance on matters I am finding in the Muller, Planning & Roadmap Manager, MTN (Pty) Ltd
The workshop is highly recommended for anyone who wishes to simplify and expedite processes thereby enhancing customer satisfaction. The speaker is immensely knowledgeable and demonstrates vast experience in the Mulovhedzi, DPSA (South Africa)
I did the CPP Masters 2 weeks ago and it completely changed my world. Since then things are going really fast within our organization. The rest of the guys in our executive team are completely sold on the concept. I am now taking the rest of the staff through some sessions. We plan to work on and optimize 6-10 key processes in the near future. We are also:  • Revamping our organization structure to go to the "customer inclusive" model.  • We are going away this weekend to re-think our business plan (which was based on old thinking)  • We are actively considering getting rid of all our titles and silos in the organization and only having "the business we really are in" on the business cards.  • We are completely changing the KPI model to only focus only on and rewarding for an increase in revenue, cost savings, good service and most of all successful customer outcomes.  • We have appointed a staff member to begin talking to clients and to start understanding and managing their expectations. To be honest I did not think it would happen that quick. Nachiket Gole, Chief Information Officer - PowerNET Computer Consultants
...you've fundamentally changed the way I think about every process. And inspired me to try Outside-In (OI) in all walks of life.The first two levels should be included in educational curriculums (yes, even at the junior levels).If everyone started applying OI, the world would be... where it should Mirchandani, CEO at BhumiTech
If you are looking to improve your own professional skills in business process management and business process improvement, then I would recommend the Advanced Business Process Methods and Techniques of the Business Process Professional program by BP Nicholson, Certified Process Professional – Master, BPM Systems (see blog)
Excellent presentation, clear and concise. Absolutely Gripping Devendra Maisnam , Business Analyst, National E-Health Transition Authority
"Thanks to you for a fantastic mentoring program … I am an Outside-In fan now !"Jimmy Cuadra, Director Information Management, Akzo Nobel Paints, SIngapore
"I was struck with awe on the versatile yet practical experience that you shared. Thanks for the wonderful session on CPP this week"Syed Raashid, Specialist, RasGas Co Ltd. UAE
"Thanks again for the fantastic course and insights you provided."Sean Schurmann, Business Process Architect, Queensland Building Services Authority, Australia.
"Just a short note to say thanks again for the course. It was a truly mind blowing experience and I will never think about process the same way again."Craig Reid, Senior Business Analyst, Gen-I
"I wanted to tell you how much I enjoyed the book! It really helped tie together various concepts and practices I have been evolving towards over a number of years, crystallizing them into a simple but powerful framework."Steve Melville, Director, Oracle, USA.
"I would like to thank you for a wonderful experience for me to know the nuances of ABPM. Taking us to a new level on how to view processes & implement by way of sharing your wealth of experience and enlightening us with the case studies & exercises."Director Quality Management Group, 3i Infotech Ltd., India
"Exceptional and life transforming. This training should be on every corporate agenda"CIO Pharmaceutical, Florida
"Simple and different concepts which is path breaking and easy to understand and deploy" Director Business Consulting, Chennai"Excellent - he is a very good leader"Senior Quality Analyst, AEC, Saudi Arabia
"I want to thank you for the great content and coaching that you provided, the concepts resonated even more clearly when presented with your enthusiasm and experience."Director, H&R Block, USA
"I really enjoyed last week and really learned a lot. I feel I had a Eureka moment yesterday when the whole process diagnostics suddenly clicked into place. I remember you saying that once you grasp this then you will never look at processes in any other way. I am now actively evangelizing the CEM approach with our Analyst, Investment Bank, London
“Steve led the best training sessions I have ever taken in my 20+ years as a professional. After those sessions I was able to have immediate impact on my organization. Steve is a very sharp, personable, interesting individual, and a real pleasure to work with. I continue to remain in regular contact with Steve and consider him an invaluable resource on BPM and on change management in general.”Mark Barnett , Director of Global Process Practice , ACN, Inc.
“Steve is an inspiring global thought leader in the Business Process Management (BPM) space. He is a creative visionary, working on the edge of breakthrough business change."Kenneth Mortimer, Principal , MBA & Associates Ltd
"Having had a chance to read through all of the delegate feedback forms in full it has become apparent that your workshops, in particular, were amongst the most well regarded, so thank you once more."VP EMEA GDS International
"I took BPM training back in December, and Steve Towers was the instructor. The training was simply fantastic, because Steve has that rare ability to connect with his trainees. Not only did I walk away from the training with a new perspective on Business Process Management, but I walked away with an invaluable analysis tool."Senior Systems Analyst, Barclays Bank
"We have collated the scores from the event and you came out as the most highly regarded."Conference Producer, IIR International"Excellent, owned the knowledge, made the presentations fun, wealth of knowledge and practical examples. Upbeat, well paced."Booz Allen Hamilton, Washington"Steve presents the whole arena of transformation in a lucid and pragmatic way. I can not overstate how much these insights and profound new understanding will change our organization and its approach to the market. You want my endorsement? You get it a gazillion times over. Thanks."COO, Fortune 500 Company, Washington DC“You are the tops! Everyone in the field should be exposed to the techniques experienced in this course.”Director - Process Management "...was so helpful. The ability of asking questions/having discussion after the days end was extremely good. I really appreciated the professional approach"Telco Director, now CIO of CEU , Hungary“Steve is a true guru and mentor in the field of Business Process Management. What I've learnt from Steve and The BP Group in a short space of time has greatly benefited my understanding of advanced process management. Always accessible for advice, always campaigning to change how organizations view how they operate, Steve is a real asset to the BPM community and long may it continue.”Theo Priestley, Head of Business Process Management , Psingularity
“Steve is one of the most tireless leaders in the field of business process management. While there are lots of technical folks and vested interests in the field, Steve's leadership rises above the crowd. As co-founder of the not-for-profit Business Process Group, Steve has traveled the world spreading the BPM message to business leaders and front-line workers, alike.”Peter Fingar, Industry Guru and author of many top selling Business books
“Transforming the planet , one person, one process, one organization at a time”

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LOS ANGELES, The Accredited Customer Experience Master® (ACXM) - 4 DAYS

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