ACX Mentor® Programme
A two-day intensive that qualifies you to upskill your organisation in the CEMMethod®, hold the Outside-In frame, and license customer-centric capability enterprise-wide.
Launched in London in 2015. Now active in 140+ countries with 145,000+ CEMMethod® qualified practitioners. Underpinned by 20+ years of empirical research with Virgin, Google, Amazon, Disney, and other category leaders.
Upskill. Implement. Hold the Frame.
The ACX Mentor® is the fourth level in the ACX certification architecture. Where earlier levels develop personal mastery, the Mentor level develops the ability to transfer that mastery—enabling organisations to build durable CX capability without relying on external delivery.
ACX Mentors are licensed to deploy CEMMethod® frameworks internally, run exercises with their own teams, and sustain the Outside-In mindset across the enterprise when day-to-day pressures push people back toward inside-out defaults.
Accreditation is based on demonstrated capability—completion of exercises and assignments grounded in the participant's actual organisation, not simulated scenarios.
Who is it for?
The ACX Mentor® is designed for practitioners who are ready to move from personal proficiency to organisational impact.
Senior CX Practitioners
Experienced professionals ready to step into an enterprise enablement role and multiply their impact across teams and divisions.
Transformation Leads
Leaders accountable for embedding customer-centric thinking as a durable organisational capability—not a one-time initiative.
Internal Coaches & Trainers
L&D and capability professionals who want to bring accredited, methodology-backed CX content in-house and keep it current.
ACX Masters & Champions
Graduates of previous ACX levels who want to formalise their ability to teach, license, and deploy the CEMMethod® at scale.
Day 1
Foundation & Mindset
Welcome to the ACX Mentor® Programme
Introduction to the ACX Mentor role, programme objectives, and what it means to hold the Outside-In frame within your organisation. Overview of the two-day structure and outcomes.
Meet Your ACX Mentor Community
Connecting with fellow participants. Understanding the global ACX Mentor network and the shared responsibility to upskill organisations and partners in the CEMMethod®.
Programme Structure & Two-Day Agenda
Walkthrough of the full programme arc. Setting expectations for exercises, simulations, and the accreditation pathway ahead.
The Role of the ACX Mentor®: Upskill, Implement, Hold the Frame
Deep exploration of the three core responsibilities. How ACX Mentors create lasting capability inside organisations—not just temporary knowledge transfer.
Certification Pathways & BP Group Offerings
Full review of the ACX certification architecture: ACXP, ACXM, ACXC, ACXMe, and ACXA. Understanding how the Mentor level enables licensing to upskill companies and partners.
Live Sessions, Key Dates & Locations
Scheduling, open cohort availability, and in-house deployment options. How to integrate ACX Mentor capability into your organisation's training calendar.
From Industrial Age to Customer Age: The Outside-In Mindset
The foundational shift from inside-out process thinking to Outside-In customer centricity. Why this mindset change is the prerequisite for everything that follows.
Day 2
Practice & Simulation
Practical Exercises: Strategic Matrix, SCO Canvas, North Star, RAG Analysis
Hands-on application of the four cornerstone tools. Participants work through live exercises applying each framework to real organisational contexts.
ACX Mentor Simulation: Holding the Outside-In Frame
Facilitated simulation in which participants practice guiding teams through the Outside-In lens. Focus on maintaining clarity and direction when others revert to inside-out habits.
ACX Mentor Simulation: Defence, Pushback, No Defence Strategy
Advanced simulation addressing resistance and challenge. Participants develop fluency in the No Defence approach—responding to pushback with evidence and curiosity rather than advocacy.
Reflection & Growth: Continuous Improvement
Structured reflection on personal development as an ACX Mentor. Building a practice of continuous improvement aligned with the CEMMethod® version releases.
Resources & References
Comprehensive toolkit: frameworks, templates, case studies, and the CEMMethod® library. Access to the global ACX community and ongoing support channels.
Closing & Next Steps
Accreditation pathway confirmation. Assignment briefing, licensing requirements, and the roadmap to deploying ACX Mentor capability inside your organisation.
What you will be able to do
On completion of the ACX Mentor® programme and accreditation, participants are licensed to deploy the CEMMethod® inside their organisations.
Upskill teams and partners using licensed CEMMethod® frameworks
Hold the Outside-In frame when organisational pressure pushes toward inside-out defaults
Facilitate the Strategic Matrix, SCO Canvas, North Star, and RAG Analysis exercises
Lead mentor simulations and handle pushback using the No Defence strategy
Design and deliver in-house ACX certification programmes
Connect daily operational decisions to successful customer outcomes enterprise-wide
Format
Two intensive days. Available as open cohort sessions or as an in-house programme customised for your organisation and business context.
Accreditation
Follows completion of exercises and assignments based on the participant's actual work. Validation is grounded in real decisions, not simulations.
Licensing
Accredited ACX Mentors are licensed to upskill their companies and partners using the CEMMethod®—multiplying impact across the enterprise.
The ACX certification pathway
ACX Mentor is the fourth level in a structured progression. Each level builds on the previous, moving from personal CX proficiency through to enterprise-wide governance and capability deployment.
1–2 Days
2 Days
3 Days
2 Days
This programme
Annual 1 Day
The ACXA® Advisor runs annually across all levels and maintains currency with the latest CEMMethod® version releases.
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
Framework foundation
The ACX Mentor® programme is underpinned by the CEMMethod®—initially developed in 2002–05 with companies including Virgin, Google, and Amazon. Now in version 16, it codifies the Next Practices of the world's leading exponents of customer centricity.
Delivered by BP Group (est. 1992) and 40+ global partners across open and in-house formats.