Join the #1 Customer Experience Professional progam in the World....

In Just 2 days at 5-6 hours per day,
Ā Ā BECOME AN ACCREDITED EXPERIENCE PROFESSIONALĀ® IN 2024Ā 
and Acquire the little-known Methods of Customer Centric businesses toĀ 

GENERATE 15-20% IMPROVEMENT ON MEASUREABLE BUSINESS METRICS!

These Include service improvements,Ā  cost reduction and revenue increaseĀ 

Live, Online and Interactive
Ā 10-11 JuneĀ 

BP Group and STI are Proud Partners of the CSS

ONE Day to become an ACX ProfessionalĀ®
>> LIVE ONLINE <<

Hands-on Coaching from one of the world's Top Ten CX Experts*

25 places only - Book Soon & Reserve
INCLUDES
āœ…FULL ACCESS TO THE ACX PROFESSIONAL
(IN YOUR TIME ZONE)
āœ…5 SESSIONS WITH THE LATEST CASESTUDIES
(SINCE 2020)
āœ…FULL ACCESS TO RECORDINGS POST EVENT
(Video | Transcripts | Deck | 'Shorties')

A few of the companies who have qualified people in the programme
Aspirant Professionals
are gainingĀ practical šŸ¤ hands-onĀ professional CXĀ qualifications.
ā›”
This is a 'NO THEORY' Zone

The Practical Proven Approach to Customer Experience.
Join us for This Incredible Workshop online live
and through Hands-On ExercisesĀ become an ACX ProfessionalĀ®

  • 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.
  • ā€‹Run a 3-hour INNOVATION workshop that produces SIGNIFICANT improvements to Costs, Revenue and Service immediately that the Top Team will love.
  • ā€‹Reveal 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 
  • ā€‹Access the most Practical, Pragmatic and Proven approach to CX transformation Proven by CX Professionals like You in large complex organisations to achieve Double quick Results never seen before!

Well, This is
the Accredited Customer Experience (ACX) program that DELIVERS Results Immediately.

Review the Content and read the fantastic testimonials from people just like You.
And then take that step to join more than 140 K+ qualified professionals from 137 countries.

Classes Close in Ten Days...

Thanks šŸš€ 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.

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

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
Just a few of our recent Coaching and Consulting clients

Live, Online and Interactive
Ā 10-11 JuneĀ 

>> REGISTER HERE <<

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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 didnā€™t know I was sitting on a gold mine šŸ˜‚, 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 eventā€™s success and we truly appreciate your time, insight, and expertise.
Brittany Sullivan, Senior Producer, Argyll, United States

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'

WHAT IS INCLUDED...

šŸ¤ ONE DAY LIVE Interactive workshop with an acknowledged Global Top Ten CX Expert

Ā šŸ„‡šŸ„‡NEW - ACCESS to the Secrets of the world's best performing CX Leadersā€‹
(Value $600)

šŸ‘‰ TWO Year License & Full Access to the CEMMethod version 15
(Value $495)

ā€‹šŸ“• DARE! The best-selling book that chronicles the Transformation
of the world's largest Utility Company
(Value $30)

šŸ“š ā€‹OUTSIDE-IN (2022 version). The book that started OUTSIDE-IN in 2006.
ā€‹MEMEBERSHIP of the ELITE ACX Professional Club
(Value $30)

ā€‹šŸŽ„ ACCESS to Video 10 hours of CEMMethod 'shorties' sharing the techniques,
tricks and hacks of the very Best CX companies.
(Value $1,995)

šŸ†šŸ† FULL Certification as an Accredited Customer Experience
Professional (ACXP) including a renewable TWO Year license šŸŽ‰šŸŽ‰
(Value $195)

The Two Day Hands-on Agenda

šŸ‘‰ What You Will Learn

DAY 1

šŸ‘‰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

šŸ‘‰Session 3: Outside-In Strategic Matrix (OISM)
ā€œThe 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

šŸ‘‰Session 4: 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 donā€™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

DAY 2

šŸ‘‰Session 5: Customer Experience InnovationĀ 
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 |
Three Incredible Case Studies (since 2020)

šŸ‘‰Session 6: AI in Customer Experience
Being aware of AI's capabilities and integrating it into CX practices can help businesses stay relevant and deliver exceptional service in a technology-driven marketplace.

Knowledge Gained
How to exploit AI within CX thinking and practice. Areas explored with case studies include:
Personalization: AI enables highly personalized customer experiences.
Efficiency and Automation: AI automates routine tasks, freeing up human agents for complex issues.
Scalability: AI handles a high volume of interactions, essential for growing customer bases.
Predictive Analytics: AI anticipates customer needs and potential issues, enhancing satisfaction.
Cost Savings: Automation leads to cost reductions across customer service operations.
Customer Insights: AI uncovers trends in customer data to inform strategic decisions.
24/7 Availability: AI provides consistent customer support regardless of time zones.
Quality Control: AI maintains consistent quality across customer interactions.
Safety and Resilience: AI's emerging governance structures, risks and control issues.
Competitive Advantage: Effective AI integration in CX can outpace competitors.

Toolkits Included
The CEMMethod AI Roadmap | Step by Step AI roll-out Guidance |
Multiple Case Studies (since 2022)

Laser like Focus on Successful Customer Outcomes

Amazon have been long time adherents of North Star Alignment. Connecting the dots between everyone and everything to the delivery of Customer Success.

Why is this approach so Successful, and what makes it different to other CX courses?

An Awesome Testimonial

Frequently Asked Questions

šŸŽÆ 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.

šŸ“ƒ 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.

šŸ‘ 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.

šŸ’» 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.

šŸ„‡ 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. The ACX Mentor is trained and can become licensed to deliver up to 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.

Live, Online and Interactive
Ā 10-11 JuneĀ 

>> REGISTER HERE <<

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00Years00Months00Weeks00Days00Hours00Minutes00Seconds

šŸ˜Ž More Impressive Testimonials šŸš€

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

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 šŸ‘
Muath Al-Azzam, Principal Services & Operations Specialist, Dubai Municipality
United Arab Emirates

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

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

An honour to work with you Steve. A fantastic course
Kath Milne, Director & Chairperson,
Equality Lawyers, Australia

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

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

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 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, 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.

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.
John Corr, 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

.He 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
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 
* Martech Experts to Follow
Rated Steve Towers as one of the world's
Top Ten CX Experts in 2024
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