CHANGE ARCHITECT OF THE YEAR AWARD
2024 -25
GERT JACOBS, SOUTH AFRICA
The BP Group and Affiliates are thrilled to announce Gert Jacobs, Manager of Customer Experience Design at MultiChoice Group in Johannesburg, South Africa, as the distinguished recipient of the ‘Change Architect of the Year’ Award for 2024-25.
Gert Jacobs has cultivated an extraordinary career spanning over two decades across diverse industries such as construction, finance, production, retail, and entertainment. His ability to integrate deep technical expertise with visionary leadership has earned him a reputation as a pioneer in customer experience transformation and organizational growth.
Currently serving as a Customer Experience Consultant/Advisor and Customer Experience Design Manager at MultiChoice, Gert has led pivotal strategic initiatives, optimizing products and services, championing customer value propositions, and training teams in Customer Experience Management Methods. His prior roles as a Customer Journey Architect and Workforce Planner further illustrate his remarkable contributions to improving customer satisfaction and business process optimization.
As an Accredited Customer Experience Mentor®, Gert has consistently demonstrated an unwavering commitment to guiding organizations and individuals in their customer experience journeys. His inquisitive nature and dedication to innovation have enabled him to rethink and refine processes to deliver customer-centric success.
Key Achievements and Credentials Include:
· Winner of the Evolve Operations Innovation Challenge 2018 at MultiChoice
· Ranked #2 in ContactCenterWorld World Finals and EMEA 2016 for Best Contact Centre Support Professional
· Certified Process Professional Master (CPP Master)
· Accredited Customer Experience Mentor
· Expertise in Net Promoter Score (NPS) and Customer Satisfaction (CSAT) strategies
· Recognition as a speaker and panellist in operations and customer experience
Respected by peers and fellow professionals, Gert Jacobs now joins the prestigious ranks of the ‘Change Architects Hall of Fame’, earning the title of Global Change Architect for 2024-25.
To learn more about Gert Jacobs and celebrate his remarkable journey, connect with him on LinkedIn: https://www.linkedin.com/in/gertcjacobs/
🥂🥂 Congratulations, Gert! Your contributions set a shining example of resilience, innovation, and leadership, inspiring the world of customer experience and business transformation.
Gert Jacobs has cultivated an extraordinary career spanning over two decades across diverse industries such as construction, finance, production, retail, and entertainment. His ability to integrate deep technical expertise with visionary leadership has earned him a reputation as a pioneer in customer experience transformation and organizational growth.
Currently serving as a Customer Experience Consultant/Advisor and Customer Experience Design Manager at MultiChoice, Gert has led pivotal strategic initiatives, optimizing products and services, championing customer value propositions, and training teams in Customer Experience Management Methods. His prior roles as a Customer Journey Architect and Workforce Planner further illustrate his remarkable contributions to improving customer satisfaction and business process optimization.
As an Accredited Customer Experience Mentor®, Gert has consistently demonstrated an unwavering commitment to guiding organizations and individuals in their customer experience journeys. His inquisitive nature and dedication to innovation have enabled him to rethink and refine processes to deliver customer-centric success.
Key Achievements and Credentials Include:
· Winner of the Evolve Operations Innovation Challenge 2018 at MultiChoice
· Ranked #2 in ContactCenterWorld World Finals and EMEA 2016 for Best Contact Centre Support Professional
· Certified Process Professional Master (CPP Master)
· Accredited Customer Experience Mentor
· Expertise in Net Promoter Score (NPS) and Customer Satisfaction (CSAT) strategies
· Recognition as a speaker and panellist in operations and customer experience
Respected by peers and fellow professionals, Gert Jacobs now joins the prestigious ranks of the ‘Change Architects Hall of Fame’, earning the title of Global Change Architect for 2024-25.
To learn more about Gert Jacobs and celebrate his remarkable journey, connect with him on LinkedIn: https://www.linkedin.com/in/gertcjacobs/
🥂🥂 Congratulations, Gert! Your contributions set a shining example of resilience, innovation, and leadership, inspiring the world of customer experience and business transformation.
CHANGE ARCHITECT OF THE YEAR AWARD
2022-23
ELDON PHUKUILE, CANADA
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The BP Group and Affiliates are pleased to announce the winner of this years prestigious ‘Change Architect of the Year’ Award goes to Eldon Phukuile, Customer Experience Program Manager at STEMCELL Technologies in Canada.
The Award, now in its sixth year, recognizes the formidable achievements of the winner in delivering both personal, professional and business transformation in the organizations they work with.
Eldon recently relocated to North America having previously co-founded the globally recognized Customer Experience South Africa (CXSA) organization.
Eldon's recent licenses and certifications qualifications include:
Prior to joining STEMCELL Eldon worked for CXSA, CX Group and Interact in wide ranging consultancy and management roles across Africa.
Selected by their immediate peers and fellow professionals the Change Architect of the Year now appears in the 'Change Architects Hall of Fame'
Eldon Phukuile is now acknowledged as the 'Global Change Architect for 2022-23'.
You can review Eldon's profile at: https://www.linkedin.com/in/eldonphukuile
The Award, now in its sixth year, recognizes the formidable achievements of the winner in delivering both personal, professional and business transformation in the organizations they work with.
Eldon recently relocated to North America having previously co-founded the globally recognized Customer Experience South Africa (CXSA) organization.
Eldon's recent licenses and certifications qualifications include:
- Accredited Customer Experience Mentor® (ACX Mentor)Accredited Customer Experience Mentor (ACX Mentor)
- Accredited Customer Experience Champion® (ACXC)Accredited Customer Experience Champion (ACX Champion)
- Accredited Customer Experience Master® (ACX Master)
- Aligning Customer Experience with Company Culture Aligning Customer Experience with Company Culture
- Consulting Foundations: The Concept of Value Consulting Foundations: The Concept of Value
- Embracing Unexpected Change Embracing Unexpected Change
- Leading Yourself Leading Yourself
- Master In-Demand Professional Soft Skills Master In-Demand Professional Soft Skills
- Verified International Academic Qualification
- World Education Services World Education Services
- CXPA Professional Member CXPA Professional Member
Prior to joining STEMCELL Eldon worked for CXSA, CX Group and Interact in wide ranging consultancy and management roles across Africa.
Selected by their immediate peers and fellow professionals the Change Architect of the Year now appears in the 'Change Architects Hall of Fame'
Eldon Phukuile is now acknowledged as the 'Global Change Architect for 2022-23'.
You can review Eldon's profile at: https://www.linkedin.com/in/eldonphukuile
THE CHANGE ARCHITECT OF THE YEAR AWARD ORIGINS
In 2018 we started a new Award - Change Architect of the Year - to acknowledge those change agents who have gone above and beyond in helping their organizations transform. Selected by their immediate peers and fellow professionals the Architect appears in the Hall of Fame' and can be rightly proud of their ongoing willingness to fight the politics and help the world move progressively more 'Outside-In'.
Previous recipients of the Award include:
Previous recipients of the Award include:
EDWIN DE LANGE - 2021
Over the last few years Edwin has progressed his professional credibility and qualifications and is acknowledged as one of the most accomplished and recognised African Customer Experience leaders.
His perspective on Customer Experience Management is both grounded in reality and backed up with sharp-end practical accomplishments and success. An inspiration to his colleagues and peers it is a well deserved honour that once again sets the bar even higher for those wishing to push the boundaries and application of business transformation. Edwin's recent licenses and certifications qualifications include:
Prior to joining Mercantile Edwin worked for Old Mutual and All Life in the financial service sector in South Africa. Selected by their immediate peers and fellow professionals the Change Architect of the Year now appears in the 'Change Architects Hall of Fame' - Edwin de Lange is now acknowledged as 'Global Change Architect for 2021'. You can review Edwin's profile at: https://www.linkedin.com/in/edwin-de-lange-cxs-cppmasters-acxmasters-mentor-coimaster-cppc-aba43911/ |
roland naidoo -
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tara alexander - 2019Tara is a Product Manager for AMROCK based out of Detroit, Michigan in the United States.
Prior to Amrock, Tara spent some time with Flagstar Bank as an IT Business Analyst, Becker Orthopedic as an Accounting Information Systems Analyst, and Pulte Homes as an IT Help Desk Analyst. Tara has completed several professional qualifications including in the arena of business transformation including:
She earned her bachelors degree from Oakland University with a focus on Management Information Systems and a minor in Accounting Information Systems. Outside of work - Tara enjoys spending time with my 2 teenage daughters and camping with my family and friends! You can reach out to Tara on LinkedIn here: https://www.linkedin.com/in/tara-alexander-spc-cpp-champion-1ba13619/ |
erika westbay -
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Straightforward, powerful, tangible experience management (xm)
progression. Fast.
BPG is a global CX consulting firm. We are a trusted advisor to leading businesses, governments, and institutions. Working with over 20 global partners across all continents provides us with a unique insight to CX trends on a global stage, bringing ‘next practice’ insights, approaches and strategies to deliver success across all sectors.
89%of companies expect to compete mostly on the basis of customer experience. 87% of buyers will pay more for a better customer experience. Customer experience has never been more important.
We use advanced CEM Method approaches to clearly identify the needs and aspirations of the enterprise leaders and top teams to help drive impactful change, working hand in hand to develop a pragmatic focus on achieving sustainable success. We guide teams and individuals towards a no compromise alignment to delivering successful customer outcomes, and in doing so help enterprises simultaneously lower costs, grow revenues and enhance service – without exception.
The BP Group sees two fundamental areas where our consultancy can be effective for your CX needs. The first is our expert advice gleaned in the worlds leading enterprises through developing strategies and approaches that provide results from the get go.
Secondly our clients appreciate the in-depth knowledge and practical experience that helps us to work with their people to quickly resolve complexity, focus on strategic objectives, and create a can-do outside-in CX mindset that lives beyond our intervention. This is especially important in aligning the whole organisation towards customer success. We call that a True North focus for everybody.
If you wish to share this success - reach out and talk with our team.
89%of companies expect to compete mostly on the basis of customer experience. 87% of buyers will pay more for a better customer experience. Customer experience has never been more important.
We use advanced CEM Method approaches to clearly identify the needs and aspirations of the enterprise leaders and top teams to help drive impactful change, working hand in hand to develop a pragmatic focus on achieving sustainable success. We guide teams and individuals towards a no compromise alignment to delivering successful customer outcomes, and in doing so help enterprises simultaneously lower costs, grow revenues and enhance service – without exception.
The BP Group sees two fundamental areas where our consultancy can be effective for your CX needs. The first is our expert advice gleaned in the worlds leading enterprises through developing strategies and approaches that provide results from the get go.
Secondly our clients appreciate the in-depth knowledge and practical experience that helps us to work with their people to quickly resolve complexity, focus on strategic objectives, and create a can-do outside-in CX mindset that lives beyond our intervention. This is especially important in aligning the whole organisation towards customer success. We call that a True North focus for everybody.
If you wish to share this success - reach out and talk with our team.
"We held our session last week focusing on a critical experience for bank customers. We had a really fantastic session - not only did we walk away with the deliverables we needed, but people had a lot of fun too! Thanks again for the session. It was one of the most valuable and enjoyable sessions I have attended!"
Sharon Laemle Naya, Senior Vice President, Business Process Reengineering, Citibank
Sharon Laemle Naya, Senior Vice President, Business Process Reengineering, Citibank
