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Live, Classroom, Interactive & 'hands-on'London, England - March 3-6, 2025
London Marriott, County Hall, Westminster Bridge Road London, United Kingdom SE1 7PB
Become an ACX MasterĀ®
with Steve Towers
>> LIVE IN THE ROOM LONDON IN MARCH 2025 <<
Hands-on Coaching from one of the world's Top Ten CX Experts*
25 per class only - Book Soon & Reserve
>> INCLUDES <<
ā
Ā FULL ACCESS TO THE ACX MASTERĀ®
ā
Ā 16 SESSIONS WITH THE LATEST CASESTUDIESĀ (SINCE 2020)
ā
NOW INCLUDES AI IN CX
(2X Portals | Case Studies | )
ā
Ā FULL ACCESS TO RECORDINGS POST EVENT
(Video | Transcripts | Deck | 'Shorties')
A few of the companies who have qualified people in the programme
London, England, March 3-6, 2025
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Put Your Team on Overdrive with Outside-InĀ CX Transformation Tools & Techniques.
Grow Revenue, Reduce Costs and Improve Service simultaneously
Grow Revenue, Reduce Costs and Improve Service simultaneously
Established in 1992 we have over 31 years of excellence
Watch the Preview and Join more than
150K+ qualified professionals from 137 countries
Thanks for the great and fruitful sessions. Looking forward to future sessions with you and the team.
Turki Almehbash, Saudi Arabia
Thank you, Steve. What an awesome experience and an absolute honorĀ to learn from the best š
Thank you, Steve. What an awesome experience and an absolute honorĀ to learn from the best š
Xenia De Lima, CX Specialist,
Old Mutual Insure. South Africa
Thank you so much Steve.. this achievement means a lot to me & huge credit goes to you..
looking forward to my next learning
Amal Shaira, Directorā Head of Client Service Improvement, Business Planning & Strategy,
National Bank of Abu Dhabi, UAE
.
Thanks š 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 RĆænders,
AskAfrica, South Africa.
Click the Video to Play!
THANK YOU so much for a really wonderful learning experience.
This course provided a terrific holistic framework for how I can more richly
think about MOTs. Itās a terrific program that Iād recommend and encourage
professionals to strongly consider for their people.
Jim Lecinski, Professor of Marketing, Kellogg School of Management, USA
(former SVP at Google where he invented the ZMOT and Micro MOTs)
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London, England, March 3-6, 2025
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 eventās success and we truly appreciate your time, insight, and expertise.
Brittany Sullivan, Senior Producer, Argyll, United States
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 Technology Officer, Ricoh, Australia
Hi Steve, thank you for opening my eyes to opportunities these few days,
I didnāt know I was sitting on a gold mine š, great content, great delivery. My perspective about my profession has completely changed, thanks for that.
I didnāt know I was sitting on a gold mine š, great content, great delivery. My perspective about my profession has completely changed, thanks for that.
Adwoa Asare - Asamoah. Head CX, CalBank PLC, Ghana
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 eventās success and we truly appreciate your time, insight, and expertise.
Brittany Sullivan, Senior Producer, Argyll, United States
Hi Steve, thank you for opening my eyes to opportunities these few days, I didnāt know I was sitting on a gold mine š, great content, great delivery. My perspective about my profession has completely changed, thanks for that.
Adwoa Asare - Asamoah. Head CX,
CalBank PLC
Transform Your ReturnĀ
with CX by giving your teams the PROVENĀ practical š¤ hands-on Toolkit.
ā
This is a 'NO THEORY' Zone
š ļø The Practical Proven Approach to Customer Experience š
Join us for This Incredible Workshop online live
and through Hands-On ExercisesĀ become ACX MastersĀ®
Join us for This Incredible Workshop online live
and through Hands-On ExercisesĀ become ACX MastersĀ®
- Increase efficiency by 30-60% within 30 days to immediately get a big ROI so you experience the pride of rapidly achieving your goals and gain confidence to set and achieve even bigger goals.
-
āRun a 3-hour INNOVATION workshop that produces SIGNIFICANT improvements to Costs, Revenue and Service immediately that the Top Team will love.
-
āReveal immediate CX improvements and WOW your colleagues and the leadershipĀ by identifying and implementing service benefits to improve accuracy, speed and enhanced customer satisfaction within Days.Ā
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āInvestigate the power of AI in the context of Experience Management via two dedicated AI portals for CX and the CEMMethodĀ®.
-
āAccess the most Practical, Pragmatic and Proven approach to CX transformation Proven by CX Professionals like You in large complex organizations to achieve Double quick Results never seen before!
London - Agenda - 4 Days, 16 interactive sessions
š What You Will Learn
Toolkits Included
Knowledge Gained
Toolkits Included
Knowledge Gained
Resources Included
Session 1-2: Overview of the CX in 2024
The Changing Nature of Customers and their Expectations Needs a Modern approach to CX
Knowledge Gained
Customers Have Evolved | CX is not a one size fits all | How to Use CX for continual Innovation | How to Deliver Practical Results Quickly
How to Implement an Underpinning Framework (the CEMMethod)
Toolkits Included
The CX Strategic Control System | The CEMMethod | Three RECENT Case Studies
š
Session 3: Customer Categorization
The old ways of segmentation are no longer adequate with the 'enlightened customer'. We Need to go further.
Knowledge Gained
How to Categorize Customers | How to develop a Deeper Understanding | How to Identify Different Types of Customer | Understanding the Relationship in CX between everyone and everything
Toolkits Included
The Customer Categorization (CCAT) model | The CCAT prioritization approach | Two RECENT Case Studies
š
Session 4: Outside-In Strategic Matrix (OISM)
āThe Customer Experience is the processā (Steve Jobs) was an early clarion call for organisations to shift 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).
Knowledge Gained
Everything Most People Believe about CX is the wrong way around | How to Develop and Present a Compelling CX Argument | How to Create a 'living, eating. breathing model of the Customer Lifecycle
Resources/Toolkits Included
The Outside-In Strategic Matrix (OISM) | Video examples | Two RECENT Case Studies
š
Session 5: The Successful Customer Outcome Canvas (SCOC)
Building a clear picture of the customer needs to be measured and aimed at the Triple crown (simultaneously lower costs, higher revenues, and improved service) The SCOC helps to reveal customer needs even when they donāt know them!
Knowledge Gained
How to Become Laser focused on Customer Needs | How to Quantify Customer Needs | How to Establish a Dashboard appropriate to each Type of Customer | Understanding how to develop a enterprise wide understanding of the Customer (with everyone who Needs to Know)
Resources Included
The Successful Customer Outcome Canvas (SCOC) | Video examples | Two RECENT Case Studies | The Customer Needs Cheat Sheet
š What You Will Learn
Session 9: CX and Process Diagnostics (Part 2)
Toolkits Included
Resources/Toolkits Included
š
Knowledge Gained
Resources Included
Session 9: CX and Process Diagnostics (Part 2)
The Changing Nature of Customers and their Expectations Needs a Modern approach to CX
Knowledge Gained
Advanced CX diagnostics | How to Connect the Dots from Experiences to the Engine that delivers them | How to Implement within the CEMMethod
Toolkits Included
Advanced CX Diagnostics model | The CEMMethod | Four RECENT Case Studies
š
Session 10: Customer Experience Lifecycles
Systematically restructuring 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.
Knowledge Gained
How to Utilise the SCOC, OISM and the Customer Experience Lifecycle Model (ABACUS) | How to Understand the ZMOT and Micro-moments within the CXLM |
Toolkits Included
The Customer Experience Lifecycle Model (CXML) | CXLM examples | Three RECENT Case Studies
š
Session 11: Customer Performance Landscape (CPL)
Phrases like Disneyās āTrue Northā 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.
Knowledge Gained
How to link everyone and everything through to the Successful Customer Outcome | How to validate the 13 levels of the Customer Performance Landscape
Resources/Toolkits Included
The Customer Performance Landscape (CPL) | Video examples | Two RECENT Case Studies
š
Session 12: North Star Alignment (NSAT)
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.
Knowledge Gained
How to Become Laser focused on Customer Needs | How to Link everyone's contribution to the Successful Customer Outcome |
Resources Included
The North Star Alignment Template (NSAT) | Video examples | Two RECENT Case StudiesĀ
Why is this approach so Successful, and what makes it different to other CX courses?
The CEMMethod is an approach developed and fine-tuned in the world's best performing CX companies. The foundational idea is straight forward. Start CX from the 'Outside-In'
š What You Will Learn
Toolkits Included
Session 6: CX and Process Diagnostics (Part 1)
Moving from Subjective measurement (how do you feel?) to more concrete measures of customer experience performance that can be monitored and continually improved.
Knowledge Gained
How to create Objective measures | The measurement of CX can be more scientific | How to identify the Opportunity for Improvement | How to Get everyone on Your side for Great CX
Toolkits Included
The CX diagnostics system | Examples | Two RECENT Case Studies
š
Session 7: Customer Experience Innovation
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.
Knowledge Gained
How to Implement the Six Step Innovation (6Si) approach | How to Demonstrate the size of the prize to win hearts and minds | How to Produce double digit % improvements against Revenue Growth, Service Improvement and Cost Reduction |
Toolkits Included
The 6Si approach | Step by Step Innovation Guidance | Twelve Incredible Examples (since 2020) and Three RECENT Case Studies
š
Session 8: The Disruption Factor
Using the CX Diagnostics as the key to unlock the door and provide incontrovertible evidence of Improvement in CX.
Knowledge Gained
How to use a proven approach to demonstrating the Before and After States. | How to focus everyone attention on the important things (and not get lost in the detail)
.
Resources/Toolkits Included
The Disruption Factor (DF) process | The DF model | Five RECENT Case Studies
Amazon have been long time adherents of CX & North Star Alignment. Connecting the dots between everyone and everything to the delivery of Customer Success.
London, England, March 3-6, 2025
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FREQUENTLY ASKED QUESTIONS
šÆ Who is the Course Aimed At?
The course is well-suited for: Customer Experience Managers, Directors, Consultants, Agents, Specialists, and Advocates.
Business professionals from Digital, Operations, Marketing and Process Improvement will also resonate well with the program.
š Is There a Test?
No. We believe demonstrating your understanding through the Exercises will validate your training. The coaches are all 'been there and done it' professionals trained in the evaluation approach.
Our accreditation process is underwritten by the PMI and Academy of Customer Experience.
š Do attendees Need a Background in Customer Experience?
No. We will walk you through the fundamentals and bring you up to speed so you can implement your learnings immediately.
š» Is there Online Support?
Yes. You will gain access to the latest resources and invited to join the community and interact with your peers through social media and directly.
š„ What are the options to Progress further and Learn More?
Yes, it is Easy. The ACX Program has additional levels as ACX Champion and ACX Mentor. The ACX Mentor is trained and can become licensed to deliver upto and including the ACX Master.
All programs can be taken online, in the room or customized to your needs in association with our 40+ partner network.
If you have any other questions or queries, please drop me a line here.
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 Citi, New YorkĀ
London, England, March 3-6, 2025
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MORE AWESOME TESTIMONIALS
Thank you so much Steve for your time and effort this week, it was a pleasure attending these sessions
with you and listening to all of the interesting stories and becoming Masters at the end of it.
The journey was filled with a lot of exciting challenges that helped us perceive things
in a different way and truly look at customers differently.
Tarek AlKhaldi, Head of Digital Design,
TAM, Saudi Arabia
An excellent course enabling engineering of a great customer experience!
Gavin Smith, Continuous Improvement Lead, Industrial Development Corporation, South Africa
Thank you, Steve, for the high quality & insightful training you delivered.
Your innovative approach, critical thinking & up to date case studies facilitated this achievement š
Muath Al-Azzam, Principal Services & Operations Specialist, Dubai Municipality
United Arab Emirates
Thank you so much Steve.. this achievement means a lot to me & huge credit goes to you..
looking forward to my next learning
looking forward to my next learning
Amal Shaira, Directorā Head of Client Service Improvement, Business Planning & Strategy,
National Bank of Abu Dhabi, UAE
Learning by doing and exploring up to date real-life is what the program is all about.
Learning by doing and exploring up to date real-life is what the program is all about.
Ā 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,
Director Business Transformation, EY, Saudi Arabia
THANK YOU so much for a really wonderful learning experience.
This course provided a terrific holistic framework for how I can more richly think about MOTs
Itās a terrific program that Iād recommend and encourage others to strongly consider.
Jim Lecinski, Professor of Marketing, Kellogg School of Management, USA
(former SVP at Google where he invented the Z-MOT and Micro MOTs)
Thank you for being an amazing mentor, guru & inspiration.
You truly have a way of bringing all principles, especially the divine principles, back into the workplace.
Thank you for empowering me to see a different view.
Nancy Moodley, Head of Customer Experience,
Digital & CRM, Nissan Africa
What an incredible experience. We loved every minute and super excited to up our game.
Sarina de Beer
Managing Director at Ask Afrika
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, Senior Analytics & AI Leader & ACX Mentor, Multichoice, South Africa
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 Chabbra, Head of Content,
MX Live, MX Player, India
Thank you, the experience was enlightening, empowering, educating, encouraging and engaging.
Natasha Doren, Eskom Pension and Provident Fund, South Africa
I have to say, every day since I left Denver,
I have been able to apply some bit of learning that I got during the ACXM event into not only my job,
but my personal life as well. Thank you so much for everything that you've done to advance the field of customer experience!
Brett Gill, Regional Sales Manager, Morrison Container Solutions, United States
Another fantastic learning, personal and professional development experience with you!
Lyall Shapiro, Head of Experience
Design & Fulfilment Transformation, Australia
Thank you Steve, very intense 4 days but amazing and already putting it into practice!
Edwin De Lange, CX Principle, Immersion Group, South Africa
An honour to work with you Steve. A fantastic course
Kath Milne, Director & Chairperson,
Equality Lawyers, 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, Senior Analytics & AI Leader & ACX Mentor, Multichoice, South Africa
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, Associate Director,
National Australia Bank, Sydney, Australia
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 Citi, New York
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, Telco, 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 Technology Officer, Ricoh, Australia
The detail was very relevant and extremely well presented. Steve is a great communicator and spoke extremely well.
Paul Botes, Senior Manager, Standard Bank, South Africa
Brilliant Workshop. The speaker was awesome and gave great guidance on matters I am finding in the workplace.
Cindy-Lee Muller, Marketing Coordinator, TPN Credit Bureau, South Africa
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, Senior Manager, 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 organization.
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, Cap Gemini, India
..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, Group CTO, TruDoc HealthCare
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, Australia
Excellent presentation, clear and concise. Absolutely Gripping
Devendra Maisnam, Business Analyst, National E-Health Transition Authority, Australia
Thanks to you for a fantastic mentoring programme ā¦ I am an Outside-In fan now !
Jimmy Cuadra, CIO, ICI Paints Asia Pacific, 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, Qatar Energy, UAE
Thanks again for the fantastic course
and insights you provided.
Sean Schurmann, Consultant, e&e Solutions, 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, CEO & Founder, Professional Holiday Homes, Australia
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.
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. USA
I would like to thank you for a wonderful experience for me to know the nuances of ABPM. T
aking 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, Apotex Pharmaceutical, Canada
Simple and different concepts which is path-breaking and easy to understand and deploy
Director Business Consulting, Chennai, India
"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 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, Bank of America
...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, CIO of CEU, Hungary
The Small Print:
We are sometimes asked about the small print: Here it is just in case.
We are sometimes asked about the small print: Here it is just in case.
BP Group reserves the right to postpone or cancel an event, to change the location of an event. In the event that BP Group postpones a conference, delegate payments at the postponement date will be credited towards the rescheduled date. If the delegate is unable to attend the rescheduled event, the delegate will receive 100% credit representing payments made towards a future BP Group event or you may send a replacement. This offer is valid for a period of 12 months from the date of the postponement. No refunds will be available for cancellations or postponements.
BP Group is not responsible for any loss or damage as a result of substitution, alteration, postponement, or cancellation of an event due to causes beyond its control including without limitation, acts of God, natural disasters, sabotage, accident, trade or industrial disputes, terrorism or hostilities.
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