Join Us for The Complete Accredited Customer Experience Professional program - CX is a Team Sport - bring your team to Win*
ACHIEVE ACCREDITED CX MASTERY

*NOW INCLUDES THE LATEST A.I. DEVELOPMENTS FOR
CUSTOMER EXPERIENCE

DUBAI, 12-15 June 2023

LIVE, IN THE ROOM, INTERACTIVE - LEARN BY DOING

Accredited Customer Experience Professional® (ACXP®) - 2 days
Accredited Customer Experience Master® (ACXM®) - 4 days

LIVE, IN the ROOM
10am - 4pm DUBAI, United Arab Emirates  

DUBAI, 12-15 June 2023

Meet Your Coach - Steve Towers - connect with him on LinkedIn!

  Click the Video to turn up the Volume!

Why INDIVIDUALS and ORGANISATIONS should
adopt the ACX® Program

Better business results begin with Accredited CX Professionals guiding and leading their organizations.
By establishing a cadre of accredited people organizations are demonstrating their
drive towards customer centricity which delivers immediate results and pleases employees,
customers and stakeholders. It truly is a win for everyone.
***
The Accredited Customer Experience Professional (ACXP) is a program underpinned by
practical exercises based on the work underway in the enterprise. Individuals and Teams are
Coached and Assessed by ‘been there and done it’ CX professionals regarded as top of their profession.
***
Less on the theory, more on the practice the ACXP program uses ‘now’ case studies
(frequently not in the public domain) so attendees can see ‘next practices’ and quickly incorporate them into their individual, team and organization work.
***
The Latest developments in the world of Artificial Intelligence (GPT4, ChatGPT, Bing Chat, Bard etc.) and how they are putting CX on steroids.
***
Underpinned by proven approaches and techniques, such as the CEMMethod™
(launched in 2006)
the ACXP program is designed for individual advancement, organizational maturity and
ultimately business transformation to become truly Customer centric.
***
The ACXP is the first step on the ladder leading to a progressive and more advanced understanding and delivery of Customer Experience next practices.
The portfolio of levels includes ACX Master®, ACX Champion® and ACX Mentor®.
We Are Pleased to work with people from companies like:
QUALIFY AS AN ACX PROFESSIONAL OR MASTER
WATCH THE PREVIEW 

12-15 June 2023

TEAM OFFER - REGISTER THREE OR MORE WITH DISCOUNTS 

REGISTRATION NOW OPEN - LIMITED SEATS
ENJOY LIVE OR take the training when you need it
IN THE VIDEO PREVIEW YOU'LL LEARN...
  ALL ABOUT THE NEW CONTENT FEATURED IN THE ACX-MASTERS ONLINE COACHING
  HOW TO ACCESS THE MATERIALS AND OTHER RESOURCES
  THE REASONS WHY YOU NEED THIS ADVANCED TRAINING
          <NOW INCLUDES THE VERY LATEST DEVELOPMENTS IN A.I.> 
  HOW TO GET THIS ADVANCED PROFESSIONAL CERTIFICATION - AND BECOME A FULLY ACCREDITED CUSTOMER EXPERIENCE MASTER™ (ACXM)
  WHEN THE LIVE FULLY INTERACTIVE VIDEO CLASSES WILL HAPPEN
  WHAT SEPARATES THE DOERS FROM THE TALKERS 
Some of your Coaches recent accolades
FIRST SESSION Released In Just:
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TEAM OFFER - REGISTER THREE or MORE FOR GROUP DISCOUNTS

DAY 1 SESSION 1-4 VIDEO: PREVIEW NOW
DAY 2 SESSION 5-8 VIDEO: PREVIEW NOW
DAY 3 SESSION 9-12 VIDEO: PREVIEW SOON
DAY 4 SESSION 13-16 VIDEO: PREVIEW SOON
BONUS VIDEO: ComING SOON
SECRETS OF THE masters
 THE BONUS VIDEO  & BOOK: 
FEATURING ALL NEW INSIGHTS FROM THE 
WORLD OF CUSTOMER EXPERIENCE MANAGEMENT

Wow!!! Thank you so much for all the foundation that you have laid for this great achievement at different levels of my career life. I will forever be grateful for your contributions in this regard! Stay Blessed!!!
Mashaba Mulaudzi, South Africa

FIRST SESSION STARTS In Just:
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12-15 JUNE 2023

LIVE AND INTERACTIVE
Also Recorded for offline viewing later

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
Jim Lecinski,
Professor of Marketing,
Kellogg School of Management
USA

(former SVP at Google where he invented the Z-MOT and Micro MOTs)
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 👍
Muath Al-Azzam,
Principal Services & Operations Specialist,
Dubai Municipality
UAE

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



Who should apply to become a ACX Master?

Calling all potential Customer Experience Professionals and Masters. This premier WORKSHOP is designed for those seeking advanced professional skills in Customer Experience transformation, CX alignment, CX Transformation, Outside-In methods and CX innovation. You may already be qualified in CX - join us to become fully Accredited.

These are the Outside-In Advanced CX Methods that Deliver!
  • Uncover CX and Process opportunities in just hours
  • ​Identify Actions that will reduce process inefficiency by 30-60% within 30 days of deployment
  • ​Delight your internal and external Customers (making them your strongest advocates) through delivering Successful Customer Outcomes
  • ​Innovate to compete, set the market trend and even dominate your industry
  • ​Release significant costs, improve revenues and enhance service immediately (win the Triple Crown)
The ACXM® program builds your professional competency in delivering these essential benefits in literally everything you do. Unleashing the power of CX in your organisation today.

CONTENT 
A dynamic and comprehensive approach to creating and managing enterprise processes that deliver sustained high performance, encompassing the full range of management systems and practices. Content based on the experiences of hundreds of companies and the BP Group (www.bpgroup.org) networks ongoing research.

WHO SHOULD ATTEND
Aspirant Customer Experience professionals. Why?
Process and Customer experience (CX) transformations are huge, complex, and expensive. To deliver robust and sustainable success requires a methodical approach that ensures thousands of people can work together to consistently produce the optimum experiences across the complete customer life-cycle, including partners, employees and digitization. 

However, most organizations manage processes and CX, at best shambolic — which dooms their operational and strategic transformations. Hence upskilling to the ACX Master level ensures a more robust and progressive approach to delivering customer and organizational success.

i. Overview of the ACX Program

Background and discussion of the Accredited Customer Experience program, its usefulness for individuals and corporations, the underpinning framework, and methods of deployment.

ii. Customer Categorization - CCat (exercise 1)

Understanding the different types of customers and establishing a structure to categorize and prioritize them. The objective being to enable the corporation to align strategically and operationally to ‘real’ customer needs. 

The need to understand the customer cannot be understated – without this everything may be built on sand.

iii. Outside-In Strategic Matrix - OISM (exercise 2)

“The Customer Experience is the process” (Steve Jobs) was an early clarion call for organizations shifting 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).

iv. Successful Customer Outcome Canvas - SCOC (exercise 3)

Building a clear picture of customer needs to be measured and aimed at the triple crown (simultaneously lower costs, higher revenues, and improved service) is the objective of the canvas. 

The SCOC helps to reveal customer needs even when the customer doesn’t know them!

v. CX Innovation - Transforming CX and Winning the Triple Crown 

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.

Walking through a structured technique the hidden gems of the customer experience emerge and can be balanced in either current or future states.

vi. CX Lifecycle - The ABACUS Framework - The How (exercise 4) 

Systematically restructuring the 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.

vii. Connecting the Dots - The Customer Performance Landscape - CPL (exercise 5)

Phrases like Disney’s ‘True North” 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. 

The exercise develops this model that provides the line of sight for everyone in the organization to both the strategic objectives and day to day operational activities that deliver them. 

viii. CX Maturity - CX Lifecycle Management 
(exercise 6 & 7)

Processes and Customer experiences may be thought of as the ‘habits’ of an enterprise. There is also the ‘habitat’ the organization operates within and includes the culture, the rewards systems, the ability to change and innovate, the overarching philosophy, and so on. 

CX Maturity modeling establishes the ‘where we are’ versus ‘where we need to be’ at the Habit (exercise 6) and Habitat (exercise 7) levels.

ix. CX Dashboard - Connecting the Dots - from the front line to the board room (exercise 8)

The customer-centric enterprise requires a measurement system that transcends old-style key performance indicators that tended to measure what was being done, rather than emphasizing the results and business outcomes that needed delivery. 

The CX Dashboard operates from an individual level to the ‘corporate view’ capturing 100% of all activity in real-time.
Rather like flying a plane, the information presented in real-time allows immediate course correction for the complete enterprise. 

x. CX Attitude, Behaviour and Culture - ABC (exercise 9)

Successful 21st-century organizations act quickly and decisively with all employees pulling in the same direction. Creating that framework is about rethinking and retooling the levers of power, and then focusing on those things which enable the most beneficial sustainable change. 

The CX ABC framework highlights the elements requiring proactive management and attention. 

xi. Developing tomorrows enterprise - Teams & Structures (exercise 10)

Outside-In enterprises create team structures and skill sets aligned with successful customer outcomes. Gone are the rigid industrial age pyramids to be replaced by agile innovative teams, operating across the entire customer lifecycle. What structures are proven? 

The key to success is knowing how to migrate from the silo thinking functional specialisms quickly and seamlessly to a new operating model, that may indeed be unique to your industry. 

xii. CX Launch Pad  Where to Start - North Star Alignment

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.
LIVE IN THE ROOM AND INTERACTIVE

DUBAI, 12-15 June 2023

xiii. CX Launch Pad - The CX Management Office 
(exercise 13)

The establishment of a CX Management Office enables the continued development, co-ordination and execution of Customer Experience Management thinking and practice on an Enterprise wide scale. 

What are the stepping stones to implementing the CXMO? 
Justifying the need, recruiting the people and advocates, rolling in all programs in the company that impact Successful Customer Outcomes, establishing the necessary frameworks and reporting mechanisms, and tracking early results and deliverables,
  • Developing a laser-like focus on Successful Outcomes
  • Introducing the SIX CX Competencies
  • ​Creating a Customer Experience Transformation Ecosystem
  • ​Migrating the company to a True North Alignment
“A CX Transformation Ecosystem…is the articulation of the distinctive value, experiences, processes and expectations your organisation provides to a chosen set of customers.
It is both strategic and operational and defines and aligns to Successful Customer Outcomes, along with the offerings, channels, operating model and capabilities you will need.”

xiv. Wrap-Up and Conclusion

The competent ACX Master will be able to: 
  IDENTIFY THE SPECIFIC CUSTOMER CATEGORIES AND ALIGN YOUR SERVICES, PRODUCTS, PROCESSES AND EXPERIENCES TO DELIVER SUCCESSFUL CUSTOMER OUTCOMES WITHOUT EXCEPTION
  MAKE SURE YOUR COMPANY AND EVERYONE REPRESENTING YOU UNDERSTANDS AND CAN ARTICULATE THE TRANSFORMATION APPROACH
  ENABLE THE COMPANY TO WIN THE TRIPLE CROWN CONSISTENTLY 
  STRUCTURE THE ORGANISATION TO FACILITATE THE EXPERIENCES AND PROCESSES YOU WISH TO OFFER CUSTOMERS
  OFFLOAD CUSTOMERS (AS A PRIORITY) WHO MAY NOT SHARE YOUR VALUES - IF THEY CANNOT BE MIGRATED TO YOUR SERVICES AND PRODUCTS PROFITABLY
Some of our customers include:
DUBAI, 12-15 June 2023
LIVE, IN THE ROOM AND INTERACTIVE

Also Recorded for offline viewing later
DUBAI 12-15 JUNE

CX IS A TEAM SPORT - LET'S PLAY IT TO WIN!
** NOW INCLUDES THE VERY LATEST ON A.I. IN CX **
DUBAI, 12-15 JUNE 2023
  THE ACX PROFESSIONAL (ACXP) IS A RECOGNISED TOP PLAYER IN BUSINESS

  THE ACX MASTER IS AT THE PINNACLE OF THE CX PROFESSION
DUBAI, 12-15 june 2023
  TESTIMONIALS

Another fantastic learning, personal and
professional development experience with you!
Lyall Shapiro,
Head of Experience Design and 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 for my next
Amal Shaira,
Director– Head of Client Service Improvement,
Business Planning & Strategy
National Bank of Abu Dhabi
United Arab Emirates

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

Learning by doing and exploring up to date real-life is what the program is all about. 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,
Senior Manager Transformation,
Gulf International Bank,
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, 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 Information Officer,
Konica Minolta Business Solutions,
New Zealand

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,
CEO,
BhumiTech

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
"Thanks to you for a fantastic mentoring programme … I am an Outside-In fan now !"
Jimmy Cuadra,
Director Information Management,
Akzo Nobel Paints,
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,
RasGas Co Ltd.
UAE

"Thanks again for the fantastic course and insights you provided."
Sean Schurmann,
Business Process Architect,
Queensland Building Services Authority,
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,
Senior Business Analyst,
Gen-I

"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.

"I would like to thank you for a wonderful experience for me to know the nuances of ABPM. Taking 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 Pharmaceutical,
Florida

"Simple and different concepts which is path-breaking and easy to understand and deploy" Director Business Consulting, Chennai "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 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

“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

...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

FIRST SESSION STARTS In Just:
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The ACX Masters - fully in the room, LIVE and interactive.
With supporting exercises to validate your understanding you will be Coached by Steve Towers with Group sessions, one to one mentoring and offline support.
The ACX Masters program can be fully integrated with PARALLEL. A unique SaaS platform that enables Experiences to be  Captured, Discussed (Chat/Manage Tasks/Notify), Innovated,
Managed and Executed.
The course contact is dynamic, continually updated and wins votes from everyone who attends.
The ACX Masters program includes qualification as an Accredited Customer Experience Professional (ACXP)
The ACX Masters people will frequently progress to become ACX Mentors, and progressively lead their organisations and people to consolidated top performing CX Companies
With over 140,000+ people qualified across 137 countries through the BP Group and partners new ACX Masters will be joining a global network of professionals with frequent webinars, case studies and the opportunity to exchange with others the very latest next practices - to always keep up to date.
  • Register Now: Reserve your place before we sell out
  • ​Access the pre-session materials:
    Case studies, FREE exclusive webinars, and Articles 
  • ​Get excited: It is going to be great learning and huge fun

"Learning by doing and exploring up to date real-life is what the program is all about. 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 - Senior Manager Transformation, Gulf International Bank
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