A Customer Experience Transformation Framework That Works
The CEMMethod is the customer experience transformation framework developed by BP Group since 1992. It aligns outcomes, process, governance, and measurement to deliver the Triple Crown.
The BP Group View
Transformation stalls when CX, process, and operations are run as separate programmes. The CEMMethod unifies them into a single operating system that leaders can govern and measure.
Key points
Customer successful outcomes set the direction.
Process is redesigned to remove moments of failure.
Governance and measurement follow customer outcomes.
Capability is built through ACX and CPP certification.
What does the framework include?
Outcome mapping, Outside-In process redesign, governance and scorecards, moments-of-failure analysis, and a certification path that embeds the method in teams.
Where do organisations start?
Most start with a CX Strategy Audit or an Executive Session, then move into ACX certification for their change agents and enterprise licensing for scale.
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
Is the CEMMethod a model or a framework?
It is both - a conceptual model of Outside-In alignment and a working framework of methods, tools, and governance that organisations apply.
Can we license the CEMMethod internally?
Yes. Enterprise licensing is available, combined with ACX certification for internal capability.