Agile & Customer Experience, a marriage made in....

They start in different places, they talk different languages, however what is the truth of either?




Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

Certified Process Professional Masters Champions (CPP-Master) Program


An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html


Five key ideas to liberate your Customer Experience efforts (and invites to London and Australia)

Hello again guys, 

We have had a real busy couple of weeks with several well received articles below. Also the PEX 2016 event has now taken completed.

As usual for the Annual event we had a strong presence (talks, workshops and awards) so hopefully you enjoyed the event. Now to turn our eyes to London (April) and Australia (July) there as well for a terrific networking occasion. See the invites below...



...Customer Experience Management...

http://www.successfulcustomeroutcomes.net/2015/09/how-do-you-make-customer-experience.html

...Customer Journey Maps...
http://www.successfulcustomeroutcomes.net/2015/09/customer-journey-maps-in-cul-de-sac.html

...Holacracy – Fad or Freedom...
http://www.successfulcustomeroutcomes.net/2015/08/holacracy-fad-or-freedom_30.html

...Certified Process Professional Level 5 (CPP Masters)...
http://www.successfulcustomeroutcomes.net/2015/08/certified-process-professional-level-5.html

...Linking Process with Strategy...
http://www.successfulcustomeroutcomes.net/2015/08/how-can-you-link-process-with-strategy.html

...Process and Customer Experience should already be top of your agenda so further enhance your understanding and get the latest insights, tools and techniques...

UNITED KINGDOM - April 25-27: http://www.opexweekeurope.com/
AUSTRALIA - May 24-26: http://www.customerexperienceevent.com.au/


Professional Certification reaches new heights in USA, UAE, UK, South Africa, Nigeria and India this month

The year always starts with a rush of events and this last few weeks have been no different.


CPP Professionals in Florida
So far leading members of the community have attended the Annual Conference in Florida, participated in Certification programs in Dubai, Johannesburg, Orlando, Cape Town, Mumbai and London. 

In just one month we have 25 new CPP Champions, 100+ CPP Masters and 150+ CPP Professionals.


Couple that with new partners in West Africa and Australia and you get the buzz out there.



CPP Champions in Orlando
The coming few weeks see events in Sydney, Melbourne, Washington DC, Detroit, Dubai, Cape Town, Lagos, Bangalore, San Francisco... and that is just the 'open' program. 

We also have in-house coaching, mentoring and certification so there is absolutely no doubt that the Customer is front and center for all our organisations in 2016.


CPP Masters in Dubai

So What are you doing to advance your capability? 


Erika Westbay - Community Award of the Year











Review and see why there just is so much happening!
http://www.bpgroup.org/book-class.html


CPP Masters in London












This explosion in interest reflects the growing trend to link all things process with Successful Customer Outcomes, so why not join us all for a refresher or encourage your colleagues to take that next step to professional and enterprise success. Coming to a city near you soon.



Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

Certified Process Professional Masters Champions (CPP-Master) Program


An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html




CPP Champion Erika Westbay is the best in the world!

The annual PEX conference features great talks, excellent networking and the yearly Awards for outstanding projects and achievements.

As always the bar keeps getting higher and we are thrilled to announce that Erika Westbay, Programme Director at the Nature Conservancy and
BP Groups first ever CPP Champion (back in 2006) has now achieved another world first as the 2016 'Community Contribution of the Year'.


It is a huge appreciation from the community for the effort and success Erika has achieved both within her own organisation and the world at large.

Erika Westbay 'Community Award of the Year'


Congratulations Erika and keep pushing us on to achieve more!

Here is the list of complete winners:
Category: Best Process Improvement Project Under 90 Days
Winner: MI Department of Licensing & Regulatory Affairs (LARA)
Category:Best Business Transformation Project
Winner: Optus
CategoryBest Project Contributing to Customer Excellence
Winner: Bristol-Myers Squibb Manati
CategoryBest Technology-Enabled Process Improvement Project
Winner: Globe Telecom
CategoryBest Start Up Business Process Excellence Improvement Program (Under 2 Years)
Winner: Dos Pinos
CategoryBest Business Process Excellence Improvement Program (Over 2 Years)
Winner: Lockheed Martin
CategoryMost Innovative Approach to Driving Culture Change
Winner: BASF Corporation
CategoryProgram Director of the Year
Winner: Sridhar Krishnan (Catalent Pharma Solutions)

You can review this years and the 2017 event via www.pexweek.com


Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

Certified Process Professional Masters Champions (CPP-Master) Program


An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html









SPO Preview video - what is in there and why?

Recent interview as to why I produced the Successful Personal Outcomes program.



I walk you through the reasoning and how we can all access the success techniques used by the highest achievers on earth. If you like what you see join us at: https://projectcem.mykajabi.com/store/XMwdz9AP

If you would also like a classroom experience that is great...

Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

Certified Process Professional Masters Champions (CPP-Master) Program


An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html



Successful Personal Outcomes program launches !!!

If you haven't seen the hullaballoo about the new program where have you been?

Without further hoodoo here is the short intro video... http://www.successfulpersonaloutcomes.com




It is a EIGHT video FIVE week program with handouts and LIVE closing webinar. These are the techniques we use actively in all our work with global clients. Tried, tested and proven they really do make that difference in whatever work and lives we have.

See you on the inside! http://www.successfulpersonaloutcomes.com
Steve



Join us also for a face to face session in a city near you...

Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

Certified Process Professional Masters Champions (CPP-Master) Program


An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html



Super Fast track Customer Experience Management - fill in the blank simple

Excitement is mounting at CEM Towers. We are literally hours away from revealing the new breed of 'fill in the blank simple' Customer Experience Management projects. 

In the next beta release we will be offering all the existing CPP Masters, so if that is you - await the email in the coming days :)

Meanwhile here are some studio shots of the creatives underway...

If you would like to get your feet on the first rung of the ladder drop us a line explaining why to gotta.geton @ cemtowers.com (without the spaces).

See y'all soon
Steve & James


Join us soon at a session in a city near you...

Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

Certified Process Professional Masters Champions (CPP-Master) Program


An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html




Are you doing wrong things faster?


A common sentiment is 'Any effort is better than none'. Is that true?

Not so. Getting better at doing things right, rather than doing the right things is at best a distraction from delivering successful customer outcomes, and at worse will threaten the well being of the company. For example Nokia, Sony, Kodak and Blockbuster. 

All these companies ‘invested’ significantly in doing things right, however did not understand the shifting market, lost sight of the successful customer outcome, and in quick turn crashed and burnt.

You may be doing things right, but are you doing the right things?


Join us soon at a session in a city near you...

Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

Certified Process Professional Masters Champions (CPP-Master) Program


An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html