Process Excellence - where to now? Do we go quietly into the night....





We are gearing up for the next Customer and Process conference series, not least of which is the annual Australia PEXWeek event.

Here Steve Towers talks on the future of Process Excellence in the context of digital disruption and all things customer.


Join us at the event - Steve will be running sesssions on Customer Design (with a case study), the Certified Process Professional program and sitting in on the panel discussions.

See the latest agenda at www.pexweek.com.au


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









Icebreaker awesomeness

Join James Dodkins for this quick, effective and fun icebreaker. Easy to do and always creates an enthusiastic buzz as a prelude to any meeting, seminar or training session.


For more join us...


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

South Africa pumps up the CEM Volume

Newly qualified CPP Champions in Johannesburg, April 2016
I can safely say that things are looking up in South Africa for the customer experience management community. 

My tenth annual visit concluded today after a week which included a CPP Champion session (see the team photo), a stimulating Certified Process Professional sundowner (with a remarkable turnout of 40+) and then finally leaders of African enterprises met for breakfast to review latest happenings in CEM,  BPM, and all things customer. 

CPP Champions preparing their cases
The breakfast session included a small deck on 'control the customer interaction and you control everything'.
You can get that here.

CEO IQ Business Adam Craker Chairs the Exec session
If you are in Africa and would like to join the ranks of Certified Process Professionals then IQ Business are the BP Group partners on the ground. With a cadre of experienced coaches, you can become qualified as a CPP Master or indeed have your internal CEM programme reviewed and mentored.
More than 60 companies have done so since 2013.

South Africa CPP Masters: http://www.iqbusiness.co.za/events
Global CPP Masters:
bpgroup.org/book-class.html

My next African adventure is later in the year so if you are qualified as a CPP Master I look forward to you joining me for the next level highly acclaimed three-day CPP Champions.

All the Best,
Steve 


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


25 Critical Customer Service statistics for Customer Experience

The world of Customer Experience is full of hyperbole. What about the measurements, the data that provides the evidence we all feel that the most important thing a business can manage is its customers? Here is a collection of data from many sources.
Useful when you are making the case :)



















You can download this analysis from http://bit.ly/25CustomerStats
Do you have any stats from validated sources to share?



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



Class of Orlando, 2016 wins the CPP Masters crown

Congratulations to the new CPP Masters in Orlando. A great week was had by all with Paul Pennanen, Tommy Chance, Grant Torben Greenall, Randy DeSpain, Mike Fenocketti and Danielle Hollis stepping up.



In fact Paul Pennanen (left) made his return ten years after his original CPP Mastership. His original class of 2006 keeps in touch and Paul admitted "It was time to renew. And boy this is so different to back then."

You can review upcoming classes - just don't leave it as long as Paul...

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

Get Foundations for Customer Centricity with compliments

One from the archives in 2007 before Holacracy became a fashion ;-)
Strange to think we didn't have iphones or even smart phones then.
(That's my excuse for the vid quality).



If you want a bang up todate version of the latest thinking and practice then we have a special offer - in fact Foundations for Customer Centricity (James Dodkins) is FREE. It is a fun read with terrific testimonials from guys like Seth Godin - get it here: http://bit.ly/cxFoundations




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



PEX Event Florida - Winners reel

The Annual conference in Florida is always THE great networking event of the year. With terrific presentations and exchanges with the cream on the cake being the Awards. This year it was especially nice to see the worlds first CPP Champion, Erika Westbay, winning the Award as the leading member of the Process and Customer Experience Management community.


The PEX event now moves onto New Zealand, UK, Singapore and Australia (and yes we will be there to network and share) - See http://www.bpgroup.org/conferences.html



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




Customer Experience Management takes centre stage

Is Customer Experience Management (CEM) a real thing for your company, or just more fluff and nonsense talked of but not delivered? 

Last week I chaired a remarkable one day event in Sydney Australia. The theme "Customer Centricity Innovation Lab" seemed interesting but there was no real indication of the difference we were about to experience. 
Hon. Victor Dominello MP Minister for
Innovation & Better Regulation

From the get go the first speaker, The Hon. Victor Michael Dominello MP - Minister for Innovation and Better Regulation for NSW (yes you did read that correct). Innovation and Better Regulation?! 

What seems like a paradox and conflict is in fact an essential for better government and rather than Innovation falling foul of all the red tape working the two hand in hand makes sure the regulations become aligned to encouraging customer/citizen success. Victor related a recent story of work in the Northern Territories that delivered precisely the benefits needed. 

What a terrific way to start the Innovation Lab and so refreshing to hear from a politician actually being more busy doing and delivering than promising and debating. We should all be so lucky to have MP's of this calibre and application!  

In a packed day of round-tables and talks seventeen session mentors shared their experiences across all industry sectors. One theme rules them all - the customer and our organisations ability to align to Successful Customer Outcomes.


Dirk Dalichau, Chief Operating Officer,  Ovolo Group
The business keynote was an incredible insight into the changing world of hospitality from Dirk Dalichau, Chief Operating Officer, Ovolo Group (Hong Kong). 

If you have stayed at a hotel for leisure or business you would love this presentation. Dirk focused on those Moments of Truth everyone experiences in a hotel and how Ovolo, by taking the Outside-In perspective innovated their offering to something quite exceptional. 

By way of example Dirk walked us through the customer experience and the impact of people recruitment - how about a party as the main piece of your recruitment interview? 


I have just booked my next stay in Sydney - guess where? 1888 Hotel, Darling Harbour to sample Ovolo Groups Australia offering. Watch this space for my report.


The event was geared around active exchanges for senior players and it certainly did just that. 

The energy was high throughout so well done to the organisers from KnowledgeLab.com.au and the team on the ground. You can see the depth and breadth of the participants at http://www.customercentricinnovationlab.com.au/ 

I especially enjoyed the freshness, the practicality and the fun of being with kindred spirits all aiming at those Successful Customer Outcomes.



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




Customer Experience Management planned for centre stage

Knowledge Lab is hosting their first BIG one day conference (nay Lab) this week in Sydney at the Shangri-La on Tuesday.  www.knowledgelab.com.au


With an eclectic mix of senior speakers and attendees this promises to be a significant event. In a varied agenda with talks, case studies, keynote and roundtables the objective is clear - to facilitate and advance a discussion on all things Customer Experience, not just downunder but globally.

Speakers from 16 countries covering themes such as 

  • FLIPPING THE OPERATING MODEL TO DELIVER SUPERIOR CUSTOMER EXPERIENCE, 
  • DIGITAL CENTRE OF ENABLEMENT FOR SERVICE INNOVATION, 
  • CUSTOMER CENTRIC LEADERSHIP,
  • THINKING OUTSIDE-IN – WHAT WORLD-LEADING ORGANISATIONS ARE DOING DIFFERENTLY, WHO ‘REALLY’ OWNS CUSTOMER EXPERIENCE?
Couple those with a ten plus Streams on the Innovation Lab agenda....

Chairing the event is Dr. Morgan Jones, CPP Champion and Head of Group Productivity, Commonwealth Bank.
Going back the events I have seen Dr. Morgan chair this promises to be an humdinger!

Find out more via www.knowledgelab.com.au and perhaps see you there?

Improving your Lot (No not real estate)

Achieving personal success is naturally, one would think, a precursor to delivering amazing results in the business environment. Or so it would seem, however many business approaches and techniques are taught in a vacuum isolated away from the you and me, the individual. So that was what the phenomenally growing www.successfulpersonaloutcomes.com series is all about.

Since it's launch 3 months ago we have delivered more than 100,000 video downloads and reached into the hearts and minds of so many aspiring folks, who if you like me believe so much business improvement misses that vital ingredient - the you and me. The SPO series addresses head on how to achieve personal success. Get that right and everything else will follow.

So time to pay homage to my inspirators (is that actually a word?) that encouraged my successful career and enable me to share some of those hard won secrets so that you too can achieve extraordinary things and live your life to its full potential.

Pleasingly I am still younger than any and all of these guys...

Richard Bandler

Richard Bandler
The co-founder of NLP and an inspiration over the last five decades.
Author of numerous books and materials that variously help you transform the way you see and experience the world.

He helped me see beyond the limiting hallucinations around our business and personal lives.






John Grinder
John Grinder
The other co-founder of NLP. Worked with Richard Bandler to formulate and explore NLP. The more sober of the two he eventually went his separate way to explore the meanings and structure beyond NLP. 

His fine language structures will help you to reframe the way you describe the world so others can have better life experiences.






 
Steve Andreas & Steve Towers
Steve Andreas
My truest mentor. In fact he helped Bandler and Grinder structure much of their work and his enormous modesty and insights continue to help people see and feel better.

Shunning the limelight of Bandler and Grinder he has been and continues to be a global inspiration to many.

Steve's softly spoken ways helped me explore those inner resources that we can all discover with a little help.


Charles Faulkner

Charles Faulkner
Brilliant and witty his teachings occasionally run ahead of his students, only to later reveal those 'ah-ah' moments that change the world forever.

A gifted speaker and coach he pushes you to ask for more. He helps you to seek the truth beyond your previous limitations and in doing so be a better you.





Wilf Proudfoot
Wilf Proudfoot
Now this guy was a genius. In so many walks of life he redefined our world. He created pirate radio. He launched the world's first supermarkets. As a Member of Parliament and politician he steered Britain to decimalisation (you need to understand the British to see what an achievement that was!).

He is an unsung hero to many in so many different ways. For me he introduced a new universe of thinking and practice. It was Wilfs inspiration that brought me to Colorado. It was his teachings that opened the door to Customer Centric and Outside-In thinking. He is most likely the reason why I enjoy doing all this stuff.



Virginia Satir
Our paths never crossed however her work around family and child therapies has inspired so many to bring that learning into our everyday lives. Virginia inspired me to become a Medical Hypnotherapist to explore how we can help each other help each other. Her work and writings are still fresh and incisive as a recommended read on the journey to self knowledge on behalf of others.


Conclusion
I would encourage you to explore these folks (Google/Wikipedia etc.) and drawdown just some of their works. At the least it will add color to your life, and if you are receptive will potentially change your universe forever.

God bless you all,
Steve

www.successfulpersonaloutcomes.com - a personal self improvement series.
www.bpgroup.org - a not for profit business club helping businesses transform
www.cemmethod.com - a business methodology inspired by customers and Outside-In thinking
www.stevebtowers.com - that's me that is :)




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










Is imitation the most sincere form of flattery?

Mahmoud Elsisi, CPP Master at Red Crescent, wins this months 'spot of imitation' with an article published by McKinsey. 

And you know we are so proud when someone outlines the approach, so have a look at and tell us what you think..http://www.mckinsey.com/insights/business_technology/accelerating_the_digitization_of_business_processes


Holacracy, Organispheres and Customer Centricity - Fad or Fiction?

Ii is a world of hyperbole and it would be easy to overlook this books claim of 'revolutionary' and the abolition of hierarchy . More of the same copy-writer promises that quickly prove unfounded when you delve into the first chapter? Not so with this one.

Some folks may already know of Brian J. Robertson from his early days as inventor of the Commodore 64. And yes I can hold my hand up to that one also having spent many late nights mastering donkey kong in an earlier phase of existence. Now Brian plays in Google and his insights provide a powerful read that most likely will cause you to reassess the way you think of management systems. Or don't bother and you may end up like Kodak.

You can get the book here 
http://bit.ly/holacracySteveTowers



Brian reviews the main discoveries in the book...







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