How to Master Innovation and Process Transformation

THE 'ONLINE CPP-M' PROGRAM
CPP PROFESSIONAL & MASTER

LIVE & INTERACTIVE January 11th-14th - 4 DAYS @ 5 HOURS PER DAY
8am-1 pm London, 11am-4pm Doha, 7pm-Midnight Sydney

IN THIS VIDEO PREVIEW  YOU'LL LEARN...
REGISTRATION NOW OPEN
EARLY BIRD CLOSES DECEMBER 7TH
LIVE OR take the training when you need it

INVESTMENT IS USD $397 - $997
ATTEND WITH YOUR TEAM OR AS AN INDIVIDUAL
SEE DISCOUNTS FOR TEAM BOOKING BELOW

IN THE VIDEO PREVIEW  YOU'LL LEARN...
  ALL ABOUT THE NEW CONTENT FEATURED IN THE CPP-M 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 QUALIFIED CERTIFIED PROCESS PROFESSIONAL MANAGER™ (CPP-M)
  WHEN THE LIVE FULLY INTERACTIVE VIDEO CLASSES WILL HAPPEN
  WHAT SEPARATES THE DOERS FROM THE TALKERS 
Our customers include professionals from...
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DAY 1 SESSION 1-3 VIDEO: ComING SOON
DAY 2 SESSION 4-6 VIDEO: ComING SOON
DAY 3 SESSION 7-9 VIDEO: ComING SOON
DAY 4 SESSION 10-18 VIDEO: ComING SOON
BONUS VIDEO: ComING SOON
SECRETS OF THE MASTERS
 THE BONUS VIDEO  & BOOKS: 
FEATURING ALL NEW INSIGHTS FROM THE WORLD OF
PROCESS TRANSFORMATION & CUSTOMER EXPERIENCE
 THE BONUS VIDEO  & BOOKS: 
THE AMAZON NO 1 BEST SELLER 2020
AWARD WINNING BUSINESS TRANSFORMATION OF
THE WORLDS LARGEST UTILITY COMPANY

>> REGISTRATION DETAILS <<

We understand the value of team knowledge-sharing and learning together. Being able to qualify professionally together and then put the learning into practice immediately is a winning approach. Even more we encourage you to bring your processes and issues to the training and work through them using the techniques and approaches within the CEMMethod® 
The program uses a ‘learning by doing’ approach and over the four days we will discuss your work complemented by many REAL-LIFE case studies from world class ‘been there and done it’ companies.

Hence, team bookings from the same company receive the following discounts. Discounts apply off the FULL PRICE only and cannot be applied retrospectively if some team members have already booked. 

Obtaining the team discount is simple. Please click the blue register button above, and when you get to the registration site, use the respective Registration Code below.

You do not have to book the entire team together at the same time, but you are expected to meet the threshold and any deadline dates, to qualify for that discount to avoid your price being readjusted to the appropriate discount level or full price.

You can also book under one name, and edit the attendees' names later.

Team Discounts

These team discounts apply to the Full price ticket.
Teams of 3+ receive a 25% discount with Registration Code: CPPM25
Teams of 5+ receive a 30% discount with Registration Code: CPPM30
Teams of 7+ receive a 35% discount with Registration Code: CPPM35
Teams of 10+ receive a 40% discount with Registration Code: CPPM40
Teams of 20+ receive a 50% discount with Registration Code: CPPM50



CERTIFIED PROCESS PROFESSIONAL (CPP) 
VIRTUAL, LIVE AND INTERACTIVE
  TWO DAYS @ 5 HOURS PER DAY
 TEN EXERCISES WITH TEMPLATES
  TWELVE CASE STUDY VIDEOS TO REVIEW OFFLINE
  HANDOUTS INCLUDING TWO BOOKS:
 'OUTSIDE-IN. The Secret of the 21st centuries leading companies'
 'Foundations for Customer Centricity'

$697

$497
EARLY-BIRD PRICE VALID UNTIL
8 NOVEMBER
CERTIFIED PROCESS PROFESSIONAL MASTER (CPPM) VIRTUAL, LIVE AND INTERACTIVE 
  FOUR DAYS @ 5 HOURS PER DAY
  EIGHTEEN EXERCISES WITH TEMPLATES
  TWENTY TWO CASE STUDY VIDEOS TO REVIEW OFFLINE
  HANDOUTS INCLUDING FOUR BOOKS:
  'OUTSIDE-IN. The Secret of the 21st centuries leading companies'
  'Foundations for Customer Centricity'
  'DARE! Behind The Scenes Of The Best Business Transformation Project In The World.’ (2020 AMAZON BEST SELLER)
  'Customer Experience Secrets - The Customer Playbook’ (2021)
  BONUS Executive Insights Deck 'Making the Case for Change'
  BONUS TipTop 20+ Video Executive Compilation (the worlds top Award winning Process Management and Customer Experience leaders)

$997

$797
EARLY-BIRD PRICE VALID UNTIL
8 NOVEMBER
THE CERTIFIED PROCESS PROFESSIONAL (cpp) & MASTER (CPPM)  
TRAINING TAKES PROCESS AND CUSTOMER CENTRICITY
TO AN ENTIRELY NEW LEVEL

Become a Certified Process Professional & Master (CPP Master®) through learning and experiencing the
most practical, successful and proven toolkit for Process and CX transformation

Who should apply to become a CPP Master?

Calling all prospective Certified Process Professionals. This premier WORKSHOP is designed for those seeking advanced professional skills in process and customer experience transformation, Process management, Process and CX alignment, Process Transformation, Outside-In methods and CX innovation.

These are the Outside-In Advanced CX Methods and Process Techniques that Deliver!
  • Uncover Process and CX opportunities in just hours
  • ​Identify Actions that will improve process efficiency 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 CPPM® program builds your professional competency in delivering these essential benefits in literally everything you do. Unleashing the power of Process and 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 Professionals 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.

LEVEL ONE – Advanced Business Process Management -
Alignment to Successful Outcomes


Objective: 
Develop the insights and techniques to align all processes with successful outcomes, and in doing so create the capability for the organization to win the triple crown i.e. reduce costs, improve revenue and enhance service.
Go beyond the triple crown into the Fourth Wave of BPM to way exceed the benefits derived from 3rd Wave approaches such as Six Sigma and Lean. Create the ‘game plan’ that reaches and convinces the Lead team for immediate success.

What we will cover… 
  • Developing a laser-like focus on Successful Outcomes
  • Introducing the SIX Process and CX Competencies
  • ​Creating a Process Transformation Ecosystem
  • ​Developing for the company a True North Alignment

LEVEL TWO – Advanced Business Process Management –
Process OPTIMIZATION


Objective: 
Learn to Apply process diagnostics to existing processes, calculate points of failure, and identify actions that can be taken to improve them. Develop a structured approach accessible by everyone in the organization to enable immediate and significant performance improvements. Create a sustainable operational and strategic method suitable for both dramatic and steady-state improvements. 

What we will cover…
  • Evaluating existing metrics and reward systems to assess their suitability for the processes of today and tomorrow
  • How to Establish the appropriate ‘means to the CX end’ to migrate the old style to customer-centric disciplines
  • ​Implementing either (a) bottom-up, or (b) top-down structures that reinforce the delivery of Successful Customer Outcomes

LEVEL THREE – Advanced Business Process Management –
Process Innovation


Objective:
Understand and create the Process Innovation Landscape to completely redefine the way processes are operated. By alignment with Successful Customer Outcomes we will uncover the true potential of the process, and in doing so consolidate triple crown wins i.e. simultaneously reducing costs, improving revenue and enhancing service. 

Establish the right measures for continued success and integrate these into corporate measurement systems e.g. balanced scorecard and strategy maps. 

What we will cover…
  • How to Prioritize Resources to Focus on the things that Matter
  • ​Establishing the Outside-In Dashboard to ensure North Star Alignment 
  • ​Implementing a Robust system to Engage the Entire Enterprise in continual innovation 

LEVEL FOUR – Advanced Business Process Management – Performance Management 


Objective:
We explore and make our won the territory of Performance Management. Advancing beyond legacy approaches we review case studies and through hands-on exercises understand the changed perspective from advanced process management. 

What we will cover…
  • Organisation Readiness - the Outside-In Maturities Model
  • ​Establishing the Outside-In Dashboard to ensure North Star Alignment 
  • ​Implementing the Process Performance Landscape - connecting the dots across the enterprise

LEVEL FIVE – Advanced Business Process Management – Integration & Implementation 


Objective:
CPP Level 5 brings it all together. Integration, we feature ‘bridging the business-IT divide’ and integrating the sometimes-disparate business functions into a cohesive ‘Outside-In’ delivery. 

What we will cover…
  • ​Establishing the Road map and associated Framework to navigate any process or experience to a dynamic fluent operation
  • ​Implementing the discipline to ensure all processes deliver Successful Customer Outcomes, without exception, every time

Conclusion

The competent CPP 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 
Some of our customers include:
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THE CERTIFIED PROCESS PROFESSIONAL MASTER (CPPM) IS AT THE TOP OF THE PROCESS PROFESSION

The CPP-MASTER IS 
AT THE TOP OF THE PROCESS AND CX PROFESSIONS

TESTIMONIALS

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 Steve for providing a great learning platform. It was inspiring to hear your experiences as they presented a great source of knowledge. 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

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  

Since 2006 we have qualified more than 110 K professionals across 124 countries as Certified Process Professionals, Accredited Customer Experience and Certified Outside In Masters.

"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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