Get Started Today with Upskilling You, and Becoming the Recognized ACX Professional You Deserve To Be


One Day LIVE in the room Coaching from one of the world's Top Ten CX Experts
Steve Towers

Companies we are proud to call our clients

Aspirant Professionals
like You are gaining top notch professional 
CX qualifications

Established in 1992 we have
31 years of excellence

The challenge is finding the right Internationally Recognized Program that meets Your NEEDS and your companies  

Well, Say Hi To the Accredited Customer Experience (ACX) program.
Watch the Preview and review the fantastic testimonials.
And then take that step to join more than 140 K+ qualified professionals from 137 countries.

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.

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. 
It’s a terrific program that I’d 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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Steve Towers
Your Award Winning ACX Coach
CX Leadership Forum. I am excited to say there were 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

Hi Steve, thank you for opening my eyes to opportunities these few days, I 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

Overview of Accredited Customer Experience Course
This course is designed to offer career-oriented education and is comprised of relevant case studies, necessary reading material, and helpful toolkits. Its primary goal is to familiarize you with the essential principles and effective techniques of Customer Experience in a prompt and efficient way.

This course consists of five interactive sessions and provides an ACX Professional® Level Certification. Additionally, you will have the opportunity to spend 6-7 hours in the company of Global CX Expert Steve Towers.

As a bonus, you will receive a BPG membership for free, which includes access to a community of over 140,000 professionals across 137 countries. The course is equipped with practical toolkits, templates, and case studies within the CEMMethod v.15.

Upon completion of this course, you will possess key skills and competencies such as CX Fundamentals, CX Needs Assessment, CX Customer Categorization, CX Proactive Metrics, CX Strategic and Operational Understanding, and CX Persuasion Approaches.

And you will be confirmed as an ACX Professional. (ACXP)


🎯 Who is the Course Aimed At?
The course is well-suited for: Customer Experience
Managers, Directors, Consultants, Agents, Specialists, and

📃 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.

👍 Do I 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.

💻 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.

🥇 What if I want to Progress further and Learn More?
Yes you certainly can. The ACX Program has additional levels as ACX Master, ACX Champion and ACX Mentor. These programs can be taken online or in the room in association with our 40+ partner network.

If you have any other questions 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 York
What You Will Learn

Session 1-2: Overview of the CX in 2023
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 

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 

Session 4: Outside-In Strategic Matrix (OISM)
“The Customer Experience is the process” (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

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 don’t 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
Your Award Winning ACX Coach
Steve Towers

Companies we are proud to call our clients

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