ALL PROGRAMS NOW ONLINE!
PROCESS MANAGEMENT, CUSTOMER EXPERIENCE &
BUSINESS INNOVATION
PROCESS MANAGEMENT, CUSTOMER EXPERIENCE &
BUSINESS INNOVATION
NEW TRAINING OPTIONSThe Virtual LIVE INTERACTIVE programs are now accepting GROUP bookings and INHOUSE options!
Progressively (and due to demand) we have introduced the opportunity to book in bulk for any Open session. Also having a custom program built around your needs AND still offering FULL Accreditation. Jump to the offerings below or share your requirements here. 
Some of the companies licensed to use the CEMMethod™
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Improving your Customer Experiences, Processes and Systems necessitates a shift in mindset from restrictive industrial aged silo management to the journeys your customers undertake to meet their Needs with Successful Outcomes. Introducing the Customer Experience Management Method™ (CEMMethod) enables the organization to deliver business outcomes and customer success without exception. |
It is no accident that breaking away from myopic functional specialisms towards achieving alignment across the entire customer experience is the way of champions.
The CEMMethod provides this capability to connect the dots from strategy to execution, bring everyone onside, and make change sustainable and part of the new normal.
Finally, the new customer-centric orientation of everybody and everything creates the dynamic for ongoing innovation.
It is indeed a new normal.
The upskilling programs are suitable for process, customer experience and general business professionals from beginner to global champions and mentors.
The CEMMethod provides this capability to connect the dots from strategy to execution, bring everyone onside, and make change sustainable and part of the new normal.
Finally, the new customer-centric orientation of everybody and everything creates the dynamic for ongoing innovation.
It is indeed a new normal.
The upskilling programs are suitable for process, customer experience and general business professionals from beginner to global champions and mentors.
2021-22 Coaching programs now available!
ACHIEVE ULTIMATE PROCESS OR
CX MASTERY ONLINE
4 DAYS at 5 HRS PER DAY
LIVE ONLINE PROGRAMS AVAILABLE NOW...
More than 120,000 people have qualified though our programs since 2006 across 124 countries.
Professionals work in every business category including for profit, non profits, federal and local government, charities and other institutions. If your company has customers, clients, citizens this is for You.
Professionals work in every business category including for profit, non profits, federal and local government, charities and other institutions. If your company has customers, clients, citizens this is for You.
The Accredited Customer Experience Masters (ACXM)
This program is designed for people tasked with helping their organisations become more customer centric. So Customer Experience Professionals, Customer Service leaders and senior front line staff needing to up their game will benefit from the four day hands-on sessions. There is a need to become more scientific about the Customer Experience (rather than the soft and fluffy approaches from people with little Business Transformation experience). Participants will acquire 'hard as nails' tools and techniques proven in the best performing companies on the planet. Suitable for Customer Experience People e.g. CCXP’s
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The Certified Process Professional Masters (CPPM)
Now fully available online the original 4 dayer launched in 2006 has now been completely updated. Suitable for all those involved with business processes and operations management this certification provides you with the latest tools and techniques to help transform your organizations performance. Evolving and enhancing the Process Approaches of the past the CPP Master qualification embraces the challenges of the third decade of the 21st century. Completely revamped and updated for the post pandemic world. Suitable for Process People
e.g. BPM/LSS 
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The Certified Outside In Master (COIM)
New in 2020 and now for the fifth time! is the seven week, 3 hours a week qualification suited to anyone in the organization seeking to understand and master 'Outside In' thinking and practice. Going way behind the straitjacket of industrial age techniques Outside-In is the affirmed approach operated by global leaders and truly customer obsessed corporations. Suitable for all Business people
e.g. Senior Execs, IT, Operations 
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The Accredited Customer Experience Specialist (ACXS)
Introduced and pioneered by CX Rockstar James Dodkins this Video on Demand series will transform the way you approach work and Customer Experiences forever. utilising the rockstars mentality the lessons are entertaining and accessible with a full accreditation on successful completion. |
Suitable for People
wanting a career in CX e.g. Business Analysts |
INCLUDED WITH OUR PROCESS MANAGEMENT AND CUSTOMER EXPERIENCE TRAININGS THESE BEST SELLING BOOKS
Dare! The Amazon #1 Best Seller in 2020.
The behind the scenes story of the worlds largest Utility companies successful transformation. |
Outside-In The Secret. Now in its tenth edition and
FREE before retail launch in January 2021. Originally launched in 2010 and now completely updated with new stories and case studies from companies like Uber, Southwest Airlines, Emirates, Amazon, Zappos and Zara. |
FOLLOWING QUALIFICATION AS A MASTER YOU ARE THEN ELIGIBLE FOR THE ADVANCED PROGRAM WHICH INCLUDES
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The Accredited Customer Experience Champion (ACXC)
This three day program examines CX Strategy, Leadership and Execution for customer centric organizations. To attend delegates must have completed the ACX Masters program. |
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The Certified Process Professional Champion (CPPC)
For those who have become CPP Masters this program is the pinnacle of process management from a customer centric perspective. Three days reviewing and practicing the next practices of the global leaders. |
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IF YOU SEEKING TO BECOME A COACH/MENTOR AND HAVE COMPLETED YOUR MASTERS & CHAMPIONS LEVELS THIS COURSE WILL GET YOU THERE!
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The ACX/CPP Mentor
(ACX Mentor) Launched in 2019 this series teaches the principles of becoming a coach in the context of the organisations you work for. On successful completion the delegates can train people under license up to and including the ACX/CPP Masters level. It is a four week program with two hours per week in the room supported by additional offline exercises. Delegates must already hold a Masters level qualification to attend. |
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EXPERIENCE THE BPG DIFFERENCE
Leverage our methods, credibility and
innovation to successfully transform and liberate
your Customer Experience and internal Processes.
innovation to successfully transform and liberate
your Customer Experience and internal Processes.
Online and 'In the room' sessions in London, Johannesburg, Denver, Los Angeles,
Washington DC, Detroit, Mumbai, Cape Town, Toronto
Washington DC, Detroit, Mumbai, Cape Town, Toronto
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Dynamic Structure
Underpinned by the CEMMethod that has been advancing and progressing for 20 years and originally created in association with the Virgin Group.
The CEMMethod is a pragmatic and easy to follow discovery, improvement and implementation framework that will guide you through successful CX transformation. Now integrated with The Experience Manager you can immediately deploy the new Experiences within a comprehensive platform that enables control, continual ideation, analytics and complete alignment to delivering Successful Customer Outcomes. |
Proven Credibility
The BPG have worked with and learned from some of the world's most successful organizations.
Over 29 years BPG has solidified it's reputation as one of the world's leading CX and process transformation firms by focusing results on increased revenue, lowered costs and enhanced CX. The CEMMethod and The Experience Manager connects the dots from Strategy to Operations to provide a complete ecosystem for Managing Moments of Truth. 
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Focused Inspiration
Our training, mentoring and consultancy inspire massive and lasting mind set shifts that deliver results quickly and sustainably.
Changing Process and CX changes lives. This is true for both customers and employees. Understanding this allows us to inspire and empower people to make lasting changes in their organizations. 
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CUSTOMER EXPERIENCE TRANSFORMATION TRAININGHere at BPG, we believe that customer experience training should be about giving people the skills to be able to deliver successful customer experience transformation. We also believe that training should be less about passing exams and more about learning pragmatic tools, techniques, frameworks and mindsets that will deliver immediate and lasting benefits. Our training is an amalgamation of the most powerful ideas collected from 29 years of research and work within the world's best performing companies. |
BPG INSPIRATION
Get Customer Experience inspiration from our recognised global thought leaders.
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Articles
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BPG PEDIGREE
BPG works with 1,300+ organizations worldwide to deliver successful Customer Experience and business transformation
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