What we do
BP Group provides three connected things: a body of intellectual property called the CEMMethod, a set of accredited certification pathways (ACX for leaders and CPP for practitioners), and direct executive advisory for enterprises pursuing customer-led transformation. Everything we do is grounded in Outside-In thinking — the principle that organisations, processes, and decisions should be designed starting from the customer’s Successful Customer Outcome rather than from internal silos.
The CEMMethod is the empirically developed framework that underpins our work. It comprises 14 interconnected chapters covering customer research and insight, journey design, metrics and measurement, organisational alignment, process redesign, technology enablement, CX governance, voice of the customer, culture and change, strategy, innovation, capability building, and end-to-end transformation. It has been continuously refined since 2002 through research with category-leading organisations and is free to read online.
Programmes and pathways
The ACX programme is an executive governance credential with five proficiency levels — ACX Professional, Advisor, Champion, Mentor, and Master. It equips C-suite leaders, board members, and senior CX professionals with the decision frameworks needed to reduce CX execution risk and strengthen board-level oversight of customer outcomes. ACX is delivered as live virtual cohorts with self-paced modules between sessions, and you can browse upcoming open sessions or read participant perspectives from senior decision-makers.
The CPP (Certified Process Professional) is a globally accredited practitioner qualification with four levels — CPP, CPP Coach, CPP Master, and CPP Champion. Independently accredited since 2002, including by the Project Management Institute (PMI) and the American Council on Education (ACE) for continuing professional development credit, CPP is used by practitioners working inside large organisations as well as by independent coaches and mentors. CPP is delivered as a blended mix of live workshops (virtual or in-person) and online assignments.
Beyond certification, we run executive sessions and advisory engagements for organisations pursuing the Triple Crown — reducing cost-to-serve, increasing revenue through loyalty and reduced churn, and improving measurable service outcomes simultaneously rather than as separate initiatives. You can also start with the free Triple Crown Readiness Audit or read our insights and analysis to orient before a conversation. For organisations licensing the CEMMethod for internal transformation, see our enterprise licensing options.
For background on the recognition and standards behind our certifications, our accreditation aligns with global standards including the ISO 10002 customer satisfaction standard and the broader body of customer experience research published by industry bodies such as the Customer Experience Professionals Association (CXPA).
Frequently asked questions
Who are BP Group programmes for?
BP Group serves two main audiences. The ACX programme is designed for senior CX leaders, heads of transformation, and C-suite executives accountable for customer outcomes. CPP (Certified Process Professional) is designed for practitioners working in CX, operations, process, and service design — from individual contributors through to internal coaches. Both pathways suit people inside large organisations (banks, insurers, telcos, media, public sector) as well as independent consultants.
What is the CEMMethod?
The CEMMethod (Customer Experience Management Method) is an empirically developed framework built from research with category-leading organisations since 2002. It covers 14 interconnected disciplines including customer research, journey design, metrics, governance, and organisational change. It forms the foundation for both the ACX and CPP programmes and is free to read online.
What is the difference between ACX and CPP?
CPP is a practitioner qualification focused on delivering the Triple Crown — lower cost, higher revenue, and better service — through outside-in process and CX design. ACX is a governance credential for leaders and executives, focused on CX strategy, decision frameworks, and board-level oversight. Many organisations pursue CPP for their practitioner teams and ACX for their leadership team.
Are the certifications accredited and recognised?
Yes. CPP has been independently accredited since 2002, including by PMI (Project Management Institute) and ACE (American Council on Education) for continuing professional development credit. BP Group has qualified 145,000+ professionals across 140+ countries, and the credentials are used by employers and licensees in banking, professional services, telecoms, public sector, and beyond.
Are the programmes delivered online, in person, or blended?
Most open-enrolment programmes are delivered as live virtual cohorts with self-paced study between sessions. CPP runs as a blended mix of live workshops (virtual or in-person) and online assignments. The CEMMethod is fully self-paced and free to read. Enterprise engagements are typically delivered onsite or in a private virtual room and can be blended with ongoing advisory.
What is Outside-In thinking?
Outside-In thinking is BP Group’s foundational principle: design organisations, processes, and decisions starting from the customer’s Successful Customer Outcome rather than from internal silos. It is the basis of the CEMMethod and underpins every ACX and CPP programme. In practice it reframes CX from a satisfaction measure into a governance and operating-model discipline.
How does an enterprise engagement start?
Most enterprise engagements start with a short executive conversation to understand the outcomes you are targeting (growth, cost, service, governance) and your current starting point. That usually leads to either an Executive Session for your leadership team, a Triple Crown Readiness Audit, or a scoped advisory engagement.
Do you offer enterprise licensing of the CEMMethod?
Yes. Organisations can license the CEMMethod for internal transformation programmes, including customised cohorts for their practitioners and leaders, co-branded materials, and ongoing advisory. Licensed clients in the last decade include major banks, insurers, telcos, automotive groups, and public-sector bodies.