ACHIEVE ULTIMATE CX MASTERY 
ONLINE IT IS 4 DAYS at 5 hrs per day
EST 7 am - Noon, CEST 1 pm - 6 pm, UAE 3 pm - 8 pm, India 5 pm - 10 pm
20-23 OCTOBER 2020
QUALIFY AS AN ACX MASTER - WATCH THE PREVIEW 
  Click the Video to turn up the Volume!
Investment is $897 (But EARLY BIRD $597) 
For existing ACX Professionals it is only $297
REGISTRATION NOW OPEN - LIMITED SEATS SO DON'T DELAY
ENJOY LIVE OR take the training when you need it
IN THE VIDEO PREVIEW  YOU'LL LEARN...
  ALL ABOUT THE NEW CONTENT FEATURED IN THE ACX-MASTERS ONLINE COACHING
  HOW TO ACCESS THE MATERIALS AND OTHER RESOURCES
  THE REASONS WHY YOU NEED THIS ADVANCED TRAINING
  HOW TO GET THIS ADVANCED PROFESSIONAL CERTIFICATION - AND BECOME A FULLY ACCREDITED CUSTOMER EXPERIENCE MASTER™ (ACXM)
  WHEN THE LIVE FULLY INTERACTIVE VIDEO CLASSES WILL HAPPEN
  WHAT SEPARATES THE DOERS FROM THE TALKERS 
Our customers include professionals from...
Some of your Coaches recent accolades
FIRST SESSION Released In Just:
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DAY 1 SESSION 1-4 VIDEO: ComING SOON
DAY 2 SESSION 5-8 VIDEO: ComING SOON
DAY 3 SESSION 9-12 VIDEO: ComING SOON
DAY 4 SESSION 13-16 VIDEO: ComING SOON
BONUS VIDEO: ComING SOON
SECRETS OF THE masters
 THE BONUS VIDEO  & BOOK: 
FEATURING ALL NEW INSIGHTS FROM THE 
WORLD OF CUSTOMER EXPERIENCE MANAGEMENT
THE ACCREDITED CUSTOMER EXPERIENCE MASTERS  
TRAINING TAKES CUSTOMER EXPERIENCE MANAGEMENT
TO AN ENTIRELY NEW LEVEL

Become an Accredited Customer Experience Master (ACX Master®) through learning and experiencing the
most practical, successful and proven toolkit for CX Transformation

Who should apply to become a ACX Master?

Calling all potential Customer Experience Professionals and Masters. This premier WORKSHOP is designed for those seeking advanced professional skills in Customer Experience transformation, CX alignment, CX Transformation, Outside-In methods and CX innovation.

These are the Outside-In Advanced CX Methods and that Deliver!
  • Uncover CX and Process opportunities in just hours
  • ​Identify Actions that will reduce process inefficiency by 30-60% within 30 days of deployment
  • ​Delight your internal and external Customers (making them your strongest advocates) through delivering Successful Customer Outcomes
  • ​Innovate to compete, set the market trend and even dominate your industry
  • ​Release significant costs, improve revenues and enhance service immediately (win the Triple Crown)
The ACXM® program builds your professional competency in delivering these essential benefits in literally everything you do. Unleashing the power of CX in your organisation today.

CONTENT 
A dynamic and comprehensive approach to creating and managing enterprise processes that deliver sustained high performance, encompassing the full range of management systems and practices. Content based on the experiences of hundreds of companies and the BP Group (www.bpgroup.org) networks ongoing research.

WHO SHOULD ATTEND
>> CPP, ACX and COI Masters since 2016 << 

Process and Customer experience (CX) transformations are huge, complex, and expensive. To deliver robust and sustainable success requires a methodical approach that ensures thousands of people can work together to consistently produce the optimum experiences across the complete customer life-cycle, including partners, employees and digitization. 

However, most organizations manage processes and CX, at best shambolic — which dooms their operational and strategic transformations.

i. Overview of the ACX Program

Background and discussion of the Accredited Customer Experience program, its usefulness for individuals and corporations, the underpinning framework, and methods of deployment.

ii. Customer Categorization - CCat (exercise 1)

Understanding the different types of customers and establishing a structure to categorize and prioritize them. The objective being to enable the corporation to align strategically and operationally to ‘real’ customer needs. 

The need to understand the customer cannot be understated – without this everything may be built on sand.

iii. Outside-In Strategic Matrix - OISM (exercise 2)

“The Customer Experience is the process” (Steve Jobs) was an early clarion call for organizations shifting their focus towards customer-centricity. 

The model to achieve this evolution is now codified and includes the OISM which frames the current (process) state against the future (customer experience).

iv. Successful Customer Outcome Canvas - SCOC (exercise 3)

Building a clear picture of customer needs to be measured and aimed at the triple crown (simultaneously lower costs, higher revenues, and improved service) is the objective of the canvas. 

The SCOC helps to reveal customer needs even when the customer doesn’t know them!

v. CX Innovation - Transforming CX and Winning the Triple Crown 

Innovation from the Outside-In produces incredible results. You will learn an approach which develops double digit Cost Reductions, Service Improvements and Revenue growth - simultaneously.

Walking through a structured technique the hidden gems of the customer experience emerge and can be balanced in either current or future states.

vi. CX Lifecycle - The ABACUS Framework - The How (exercise 4) 

Systematically restructuring the Customer Experience to deliver Triple Crown benefits (without exception) produces remarkable results. The mechanism including the Customer Experience Lifecycle Management (CXLM) is part of that means to the end.

vii. Connecting the Dots - The Customer Performance Landscape - CPL (exercise 5)

Phrases like Disney’s ‘True North” talk to the connection of everything the enterprise (and its partners) goes through to a successful customer outcome. This can be articulated with the Customer Performance Landscape (CPL) showing business outcomes, customer outcomes, outputs, activities, interactions (external and Internal) with supporting rules, and digitization. 

The exercise develops this model that provides the line of sight for everyone in the organization to both the strategic objectives and day to day operational activities that deliver them. 

viii. CX Maturity - CX Lifecycle Management (exercise 6 & 7)

Processes and Customer experiences may be thought of as the ‘habits’ of an enterprise. There is also the ‘habitat’ the organization operates within and includes the culture, the rewards systems, the ability to change and innovate, the overarching philosophy, and so on. 

CX Maturity modeling establishes the ‘where we are’ versus ‘where we need to be’ at the Habit (exercise 6) and Habitat (exercise 7) levels.

ix. CX Dashboard - Connecting the Dots - from the front line to the board room (exercise 8)

The customer-centric enterprise requires a measurement system that transcends old-style key performance indicators that tended to measure what was being done, rather than emphasizing the results and business outcomes that needed delivery. 

The CX Dashboard operates from an individual level to the ‘corporate view’ capturing 100% of all activity in real-time.
Rather like flying a plane, the information presented in real-time allows immediate course correction for the complete enterprise. 

x. CX Attitude, Behaviour and Culture - ABC (exercise 9)

Successful 21st-century organizations act quickly and decisively with all employees pulling in the same direction. Creating that framework is about rethinking and retooling the levers of power, and then focusing on those things which enable the most beneficial sustainable change. 

The CX ABC framework highlights the elements requiring proactive management and attention. 

xi. Developing tomorrows enterprise - Teams & Structures (exercise 10)

Outside-In enterprises create team structures and skill sets aligned with successful customer outcomes. Gone are the rigid industrial age pyramids to be replaced by agile innovative teams, operating across the entire customer lifecycle. What structures are proven? 

The key to success is knowing how to migrate from the silo thinking functional specialisms quickly and seamlessly to a new operating model, that may indeed be unique to your industry. 

xii. CX Launch Pad - Where to Start - North Star Alignment (exercise 11)

Aligning yourself and the organization to the North Star. 
Nine fundamental questions that will Guide your thinking and practice at a day to day level to ensure your contribution is noticed and welcome and the organization systematically matures its Customer Experience Management approaches operationally and strategically.

xiii. CX Launch Pad - The CEMMethod (exercise 12)

The Customer Experience Management Method (CEMMethod™) now in version 11, brings together over 60 discrete tools and techniques to help the customer-centric enterprise navigate to a successful future. Combining the CEMMethod with the approaches within the Customer Experience Management Office (CXMO) provides a framework to transform the complete enterprise Outside-In. 

With deliverables directly contributing towards the Triple Crown, the CXMO becomes the catalyst for transforming with significant results from the get-go.

xiv. CX Launch Pad - The CX Management Office (exercise 13)

The establishment of a CX Management Office enables the continued development, co-ordination and execution of Customer Experience Management thinking and practice on an Enterprise wide scale. 

What are the stepping stones to implementing the CXMO? 
Justifying the need, recruiting the people and advocates, rolling in all programs in the company that impact Successful Customer Outcomes, establishing the necessary frameworks and reporting mechanisms, and tracking early results and deliverables,
  • Developing a laser-like focus on Successful Outcomes
  • Introducing the SIX CX Competencies
  • ​Creating a Customer Experience Transformation Ecosystem
  • ​Migrating the company to a True North Alignment
“A CX Transformation Ecosystem…is the articulation of the distinctive value, experiences, processes and expectations your organisation provides to a chosen set of customers.
It is both strategic and operational and defines and aligns to Successful Customer Outcomes, along with the offerings, channels, operating model and capabilities you will need.”

xv. Conclusion

The competent ACX Master will be able to: 
  IDENTIFY THE SPECIFIC CUSTOMER CATEGORIES AND ALIGN YOUR SERVICES, PRODUCTS, PROCESSES AND EXPERIENCES TO DELIVER SUCCESSFUL CUSTOMER OUTCOMES WITHOUT EXCEPTION
  MAKE SURE YOUR COMPANY AND EVERYONE REPRESENTING YOU UNDERSTANDS AND CAN ARTICULATE THE TRANSFORMATION APPROACH
  ENABLE THE COMPANY TO WIN THE TRIPLE CROWN CONSISTENTLY 
  STRUCTURE THE ORGANISATION TO FACILITATE THE EXPERIENCES AND PROCESSES YOU WISH TO OFFER CUSTOMERS
  OFFLOAD CUSTOMERS (AS A PRIORITY) WHO MAY NOT SHARE YOUR VALUES - IF THEY CANNOT BE MIGRATED TO YOUR SERVICES AND PRODUCTS PROFITABLY
Some of our customers include:
  THE ACX MASTER IS A RECOGNISED TOP PROFESSIONAL IN BUSINESS

  THE ACX MASTER IS AT THE PINNACLE OF THE CX PROFESSION
  TESTIMONIALS

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

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

Learning by doing and exploring up to date real-life is what the program is all about. This is my third course with Steve, and I have witnessed tremendous improvements to its content and delivery, and have never failed to leave amazed by the power of the techniques.  
Saud Albuainain - Deputy Chairman, 
Youth Pioneer Society

 A year after training in London just wanted to shoot a note of my continued gratitude. Hope to remain involved in the events and work with you again.. that mentoring was beyond invaluable.
Juliana Coates - Member Services, University of Albany, New York

I'm writing to endorse the program. It completely changed the way I think. Steve Towers taught us amazing secret techniques of 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 their lives better! Maria T Ferreira AVP - Client Experience Process Improvement at Citi

 Steve has an amazing insight into some of my personal challenges and really helped through his mentoring for me to refocus my energies with immediate renewed personal and career success
CIO, South Africa
 
Thanks for your time and the fantastic course, delivered in Auckland recently. Looking forward to attending in June - will see if I can bring some colleagues!! 
Neal Ross, Chief Information Officer, 
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 thereby enhancing satisfaction. The speaker is immensely knowledgeable and demonstrates vast experience in the subject. 
David Mulovhedzi, DPSA (South Africa)
 
I did the training 2 weeks ago and it completely changed my world. Since then things are going really fast within our organisation. The rest of the guys in our executive team are completely sold on the concepts. 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 then I would recommend the program and Techniques 
Stephen 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 programme … 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 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 an 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. He is a creative visionary, working on the edge of breakthrough change." 
Kenneth Mortimer, Principal, MBA & Associates Ltd
 
“You are the tops! Everyone in the field should be exposed to the techniques experienced in this course.”
Personnel Director - Business Management "

...was so helpful. The ability to ask questions/having a discussion after the day's end was extremely good. I really appreciated the professional approach" 
Telco Director, now CIO of CEU, Hungary  

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The ACX Masters - fully online, LIVE and interactive, can be taken at your pace. With supporting exercises to validate your understanding you will be Coached by Steve Towers with Group sessions, one to one mentoring and offline support.
The ACX Masters program can be fully integrated with The Experience Manager. A unique platform that enables Experiences to be  Captured, Discussed (Chat/Manage Tasks/Notify), Innovated, Managed and Executed.

The ACX Masters program includes a
one year full license (value $500)
The course contact is dynamic, continually updated and wins votes from everyone who attends.
The ACX Masters program includes qualification as an 
Accredited Customer Experience Professional (ACXP)
The ACX Masters people will frequently progress to become ACX Mentors, and progressively lead their organisations and people to consolidated top performing CX Companies
With over 110,000 people qualified across 188 countries through the BP Group and our affiliate programs new ACX Masters will be joining a global network of professionals with frequent webinars, case studies and the opportunity to exchange with others the very latest next practices - to always keep up to date.
  • Register Now: Reserve your place before we sell out
  • ​Access the pre-session materials:
    Case studies, FREE exclusive webinars, and Articles 
  • ​Get excited: It is going to be great learning and huge fun
  • ​Share this love with your colleagues and friends so they can join the show: https://bit.ly/ACXMon

"Learning by doing and exploring up to date real-life is what the program is all about. This is my third course with Steve, and I have witnessed tremendous improvements to its content and delivery, and have never failed to leave amazed by the power of the techniques."  
Saud Albuainain - IT PMO Manager, Gulf International Bank
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