Customer Journey and Process Redesign
Journey maps that do not change the underlying work will not change the outcome. BP Group redesigns both - journey and process - in one integrated method.
The BP Group View
Journey mapping without process redesign produces artwork. Process redesign without journey context produces efficiency without customer value. The CEMMethod unites the two.
Key points
Journeys designed around customer successful outcomes.
Processes rebuilt Outside-In to remove moments of failure.
Measurement tied to outcomes, not internal activity.
Capability built through CPP and ACX certification.
What is redesigned
End-to-end journeys, cross-functional processes, supporting data and decisions, and the measures that prove improvement is real.
Who does the work
Teams led by CPP- and ACX-certified practitioners, supported by BP Group advisory where needed.
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 follow a specific process notation?
We use the CEMMethod notation where useful. The priority is customer outcome, not notation orthodoxy.
Can you train internal teams?
Yes. CPP is specifically designed to build internal process redesign capability at scale.