Additional materials will be provided for offline learning as we believe it’s vital that you immerse yourself in the ideas if you’re going to become a successful coach.

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Session 1: December 4, 2023
Session 2: December 11, 2023

Session 3: December 18, 2023

The BP Group Accredited Customer Experience Masters® (ACXM) and Certified Process Professional Masters® (CPPM) Program takes BPM & CEM Training to an entirely new level. 

The CPP Coach program is the pinnacle of the Process Management profession. Demonstrating a track record in changing experiences across organisations and people the Mentor is a highly respected professional able to share their skills, knowledge and experiences with their peers and colleagues.

Review the short video: https://stevetowers.wistia.com/medias/yq1ijuokn7

To qualify for the CPP Coach program individuals will need to have completed courses including the CPP Professional/Masters and/or the ACX Professional/Masters. 

However, it is not just about hours served, it is about hands-on practical delivery. Even more so if you already a ACX or CPP Champion you know the ropes and we would encourage you to enrol.

The program lasts 4 weeks with 3 hours per week in sessions and additional exercises to complete prior to the final week.
Completing Registration will automatically include you for all the scheduled dates.

If you feel this is your next career step then do apply to join the next program to become industry recognised and acknowledged as someone able to train and coach their colleagues up to and including ‘Masters’ levels.

You can review some of the Coaches and Mentors here: https://www.bpgroup.org/licensed-coaches.html

Steve Towers: http://www.stevetowers.com

Review the 5 minute video: https://stevetowers.wistia.com/medias/yq1ijuokn7

BP Group http://www.bpgroup.org

Recently qualified Coaches can be viewed at: 

https://www.bpgroup.org/licensed-coaches.html

Thank you Steve. What an awesome experience and an absolute honour to learn from the best 👌

Xenia De Lima, CX Specialist, Old Mutual Insure. South Africa

Thanks again for the insightful week, content is buzzing in my head and I’m so inspired to put all this knowledge into practice now.

Alice Safar, Business Process Governance Co-Ordinator, European Commission, Belgium

Thanks for the great and fruitful sessions. Looking forward to future sessions with you and the team. Turki Almehbash, Saudi Arabia.

Thanks 🚀 Steve. This was hands down the best CX course I have been on so far. Looking forward to applying everything I learnt on the course in my new role. Kendall Ursula Rÿnders, AskAfrica, South Africa.

Hi Steve, thank you for opening my eyes to opportunities these few days, didn’t know I was sitting on a gold mine 😂, great content, great delivery. My perspective about my profession has completely changed, thanks for that.

Adwoa Asare - Asamoah. Head CX, CalBank PLC

Argyle Digital: CX/UX Leadership Forum. I am excited to say there was 100+ attendees on your session and you were a wonderful and integral part of the event’s success and we truly appreciate your time, insight, and expertise.

Brittany Sullivan, Senior Producer, Argyll, United States

Thank you for your great work and knowledge that you so openly share #thankyou#acxm🙏🏽

Kamani Naidoo, South Africa

Thank you Steve Towers for an awesome week of masterful learning.

Can't wait to attend your next class!

Victoria Weaver, United States

Wow!!! Thank you so much for all the foundation that you have laid for this great achievement at different levels of my career life. I will forever be grateful for your contributions in this regard! Stay Blessed!!!

Mashaba Mulaudzi, South Africa

Let me take this opportunity to thank Mr Steve. Your teachings are timeless and they stick perfectly and forever in our minds. We shall never forget you wherever we find ourselves on this planet. Thank you so much, Steve 🙏

Benignus Otmar, Tanzania

Thank you, the experience was enlightening, empowering, educating, encouraging and engaging.

Natasha Doren, South Africa

Thank you, Steve, I have never enjoyed anything more than the CX course, The weight of knowledge I gained and the enlightenment that I got is indescribable.

Reem Elsadig, Sudan

Thanks Steve for such an excellent program, the dedicated manner you use to share with us your wonderful knowledge and wisdom in CX, and time to response all our questions! God bless you, thanks a lot!

Yanese Angeles, Dominican Republic

You started me out on this journey my friend. Thanks for letting me live out my passion!

Molly Redenbaugh, Iowa, United States

Thank you! It's been an amazing journey and you have been a great mentor.

It was an honor taking your class, I am now a confident CPP Master🙏🏾

Masele Masudi Msita, Tanzania

Thank you Steve for high-quality wonderful Master. I thought the course was brilliant.

Thank you for everything.

Ashraf Mohamed, Philadelphia, USA

Thanks again Steve. Not only have you been a fantastic mentor to me but you have taught me how to mentor others. Thanks for being so supportive and getting me through. 

Chandan Chhabra, Delhi, India

Another fantastic learning, personal and professional development experience with you!

Lyall Shapiro, Australia

Let me take this opportunity to thank Mr Steve. Your teachings are timeless and they stick perfectly and forever in our minds. We shall never forget you wherever we find ourselves on this planet. Thank you so much, Steve 🙏

Benignus Otmar, Tanzania

Thank you, the experience was enlightening, empowering, educating, encouraging and engaging.

Natasha Doren, South Africa

Thank you, Steve, I have never enjoyed anything more than the CX course, The weight of knowledge I gained and the enlightenment that I got is indescribable.

Reem Elsadig, Sudan

Thanks Steve for such an excellent program, the dedicated manner you use to share with us your wonderful knowledge and wisdom in CX, and time to response all our questions! God bless you, thanks a lot!

Yanese Angeles, Dominican Republic

You started me out on this journey my friend. Thanks for letting me live out my passion!

Molly Redenbaugh, Iowa, United States

Thank you! It's been an amazing journey and you have been a great mentor.

It was an honor taking your class, I am now a confident CPP Master🙏🏾

Masele Masudi Msita, Tanzania

Thank you Steve for high-quality wonderful Master. I thought the course was brilliant.

Thank you for everything.

Ashraf Mohamed, Philadelphia, USA

Thanks again Steve. Not only have you been a fantastic mentor to me but you have taught me how to mentor others. Thanks for being so supportive and getting me through. Chandan Chhabra, Delhi, India

Thank you Steve, very intense 4 days but amazing and already putting it into practice!

Edwin De Lange, South Africa

Thank you soooooooo much Steve.. this achievement means a lot to me & huge credit goes to you.. looking forward for my next

Amal Shaira, United Arab Emirates

An honour to work with you Steve . A fantastic course .

Kath Milne, Australia

What an amazing journey to Accredited ACX Coach, this experience has completely transformed how we measure, collaborate, communicate and innovate with the customer in mind. Keen to guide the next willing souls on this journey.

Durrel Ramrathan, ACX Mentor

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, Client Experience Improvement at Citi

Thanks 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 well.

Paul Botes, Standard Bank

Brilliant Workshop. The speaker was awesome and gave great guidance on matters I am finding in the workplace.

Cindy-Lee 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 subject.

David 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 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 be.

Mahesh 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 Group.

Stephen Nicholson, Certified Process Professional – Master, BPM Systems

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 work! 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, Canada

"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 team.

Senior 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

“We have got to get more scientific about the Customer Experience”

Steve Towers: http://www.stevetowers.com

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BP Group http://www.bpgroup.org

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