ACX Programme
A structured Outside-In framework for CX professionals and global CX leaders. Reduces execution risk, strengthens board-level decision-making, and delivers measurable business impact of CX through proven professional practice.
Deployed at Disney, Google, Virgin, Amazon, and 145,000+ professionals across 140+ countries. Based on the CEMMethod—empirical research with category leaders since 2002.
CX Outcomes, accountability and alignment
Poor customer outcomes rarely result from intent. They emerge from siloed decisions, misaligned incentives, and gaps in accountability. ACX provides structured Outside-In frameworks that reduce customer-related risk and build disciplined executive decision-making.
Execution risk
Reduce delivery failures caused by functional misalignment and unclear accountability. Establish consistent decision logic across business units.
Reputational exposure
Mitigate customer harm from short-term optimisation and siloed thinking. Improve escalation clarity and challenge quality at ExCo and board level.
Strategic blind spots
Surface hidden trade-offs and unintended consequences. Enable better decisions under pressure through disciplined frameworks.
Programme architecture
Structured progression from operational decision-making to enterprise-wide Outside-In capability. Organisations requiring broad deployment use ACX Mentors to embed frameworks consistently across business units.
1-2 Days
Core decision frameworks and escalation protocols. Establishes consistent judgment standards across operational management.
View ACX Professional® brochure →
2 Days
Strategic trade-off management. Equips executives to make complex resource allocation decisions with clarity on customer impact.
View ACX Master® brochure →
3 Days
Outside-In capability at scale. Strengthens board-level challenge, accountability structures, and cross-functional coordination.
View ACX Champion® brochure →
2 Days
Internal capability deployment. Licensed to embed decision frameworks and maintain consistent Outside-In standards across the enterprise.
View ACX Mentor® brochure →
Annual 1 Day
Continuous development. Maintains currency with the latest CEMMethod version updates and decision methodologies from the global practitioner network.
View ACX Advisor® brochure →ACX Master Open Sessions
ACX Master is available through open cohort sessions for individual professionals and small teams. Sessions provide in-person or virtual delivery formats across multiple locations.
Designed for CX professionals, global CX leaders, transformation leads, and executives with accountability for customer-related outcomes. Focus on delivering CX value through Outside-In professional practice and industry standards.
Executive Workshop
High-value executive workshop designed for leadership teams ready to transform customer experience strategy into operational reality. This is not a lecture—it's a hands-on, sleeves-rolled-up working session that produces actionable frameworks and implementation plans.
Available as half-day or full-day formats. Delivered onsite at your location or offsite for strategic focus away from day-to-day operations.
Framework foundation
ACX is built on the CEMMethod—a framework representing 20+ years of empirical research with Virgin, Google, Amazon and other category leaders. Version 16 codifies decision frameworks and control mechanisms that reduce customer-related risk at scale.
Customer centric focus
An executive Outside-In discipline that evaluates strategic choices from the customer's lived reality back into the enterprise. It anticipates operational and reputational impacts early, enabling leaders to act with confidence and foresight.
Cross-functional accountability
Clear ownership and escalation paths for decisions affecting customer outcomes. Reduces siloed optimisation and coordination failures.
Incentive alignment
Consistent reward structures that reinforce long-term customer value over short-term functional metrics. Reduces gaming and distortion.
Applied frameworks
Validation requires demonstrable improvements in decision quality and customer outcomes on actual enterprise matters.
Learn more about the foundational framework underpinning all BP Group programmes.
Explore the CEMMethod →Interactive guide available at the CEMMethod Guide.
Global Network
Meet Our ACX Mentors
Our ACX Mentors bring real-world experience to help you succeed in your certification and beyond.
Steve Towers
BPGroup
CPP Coach & ACX MentorSteve Towers helps leaders succeed in customer experience, process innovation, and digital transformation, especially when the goal is practical change that customers actually feel, and businesses can measure. His work is anchored in CEMMethod™, a holistic framework praised for connecting Moments of Truth to customer experience and customer journey management.
Participant Perspectives
The programme highlighted the link between customer experience and internal process discipline. It reinforced that sustainable experience improvement depends on how organisations design and govern their operating decisions, not surface-level innovation.
Customer Experience Designer, Financial Services (South Africa)
The sessions delivered clear outcomes against a critical customer experience priority. They enabled focused collaboration and produced tangible outputs while maintaining strong engagement across the team.
Head of Commercial Change Strategy, Banking (North America)
The programme materially changed how I approach improvement and prioritisation. It provided a structured way of thinking that could be applied immediately to real business challenges.
Vice President, Client Experience Process Improvement, Global Bank (United States)
The programme reshaped how teams measure, collaborate, and make decisions with the customer in mind. It established a more consistent and disciplined approach across functions.
Head of Operational Analytics and Data Management, Media & Entertainment (South Africa)
The learning approach is grounded in real-world application and current case material. Each engagement demonstrated clear improvement in both content and practical relevance.
Director, Business Transformation, Professional Services (Saudi Arabia)
Programme outcomes
Reduced execution risk through consistent decision frameworks and clear accountability
Improved board-level challenge and escalation clarity on customer-related matters
Lower reputational exposure from siloed optimisation and short-term thinking
Structured judgment under uncertainty—disciplined trade-off management across functions
Demonstrable improvements in decision quality validated through actual enterprise decisions
Access to 145,000+ practitioners deploying identical control frameworks globally
Deployment model
Applied to actual decisions
Frameworks deployed on live strategic matters and operating decisions. Validation based on documented improvement in decision quality and risk reduction—not simulations.
Flexible integration
Structured for executives with strategic oversight responsibilities. Delivered as intensive sessions, distributed modules, or embedded within existing leadership routines.
Enterprise or cohort deployment
Available as organisation-wide control implementation or cross-industry executive cohorts. Enterprise programmes customized to regulatory context and board priorities.
Framework validation
Assessment focuses on decision discipline, escalation effectiveness, and measurable improvement in customer-related outcomes at board and ExCo level.
Who ACX is for
Designed for executives accountable for enterprise-wide customer outcomes, strategic direction, and organisational performance. Participants typically hold board positions, ExCo seats, or direct enterprise-level leadership functions.
Relevant for non-executive directors, chief risk officers, audit committee members, and functional executives responsible for customer-related outcomes, operational resilience, and long-term value creation.
Organisations deploy ACX when customer-related decisions represent material strategic exposure—when siloed incentives, unclear accountability, or Inside-Out thinking threatens performance, reputation, or long-term value.