CEMMethod vs Traditional CX
Traditional CX optimises perception. The CEMMethod optimises the work that produces perception. That is why the two produce very different commercial results.
The BP Group View
Traditional CX is largely survey-led. The CEMMethod is outcome-led. Surveys will always lag reality; the work of the organisation is reality. If you want durable CX, change the work.
Key points
Traditional CX: measure, report, story-tell.
CEMMethod: define outcomes, redesign process, govern commercially.
Traditional CX: improvement often regresses quarter on quarter.
CEMMethod: Triple Crown gains that compound over time.
Where traditional CX helps
It raises organisational attention to the customer. That is useful as a starting point but rarely sufficient to move revenue, cost, and service simultaneously.
Where CEMMethod goes further
Customer successful outcomes, Outside-In process design, and board-grade governance - giving CX the commercial authority it needs to be taken seriously.
Founder Authority
Founded by Steve Towers, BP Group (est. 1992) has worked globally to help organisations redesign customer experience, process, and performance from the Outside-In. Steve is the originator of the CEMMethod® and author of Everyone Loves Great CX. Your Customer Experience Playbook.
Frequently Asked Questions
Do you reject NPS or CSAT?
No. We use them as outcome signals within a governance framework - not as the programme itself.
Can we combine both approaches?
Yes. Many clients keep their existing CX team and layer the CEMMethod on top to give the programme commercial weight.