Every customer, every need, and every expectation is unique - it is on that foundation we built our business to helping global corporations transform to Outcome Based Customer Centric thinking and operations

Here are some key things to know about the Customer Experience Management Method (CEMMethod):

It is a framework developed by the BP Group to guide clients through business transformations and make changes to their business models, customers, processes, people and technology.

The methodology comprises 6 phases: Diagnose, Understand, Envision, Transform, Scale, and Sustain.

Diagnose - Analyse the current business, its customers and identify areas needing change. Assess capabilities and identify gaps.
Understand – Reframe customer thinking to an Outside-In perspective. Categorise customers into respective types.
Visualize - Create a vision and target model for the future transformed organisation. Prioritise initiatives.
Transform - Design and deliver the transformation program through maturities modelling, Outside-In tools and techniques. Implement changes to customers, processes, technologies, and capabilities.
Scale - Industrialize and expand the changes across the organisation to drive adoption. Manage cultural change.
Sustain - Track benefits and metrics. Continuously improve and evolve as the market changes. Make the transformation stick.

FIND OUT MORE

The CEMMethod leverages capabilities in customer needs assessment, design thinking, agile development, change management, and digital technologies.

Key principles include being outcome-driven, monitoring continuously, empowering people to change, and using data to guide decisions.

The goal is to take a human-centric approach to transformation and deliver tangible business outcomes.

BP Group positions it as the way to unleash trapped value and succeed in the digital economy. The CEMMethod aims to enable clients to respond to disruption continuously.

The Executive workshop that
delivers Immediate Results

Four Day Executive Workshop using the approach is aimed at producing a pragmatic Action Plan that moves the dial on Triple Crown (simultaneously Growing Revenues, Reducing Costs and Improving Service) within one month.

Let's get on a Discovery Call and I will show You How this works with recent case studies, implementations and published results.

Typical Agenda

Day 1: Discover - Understanding Your Customers and CX Maturity from the Outside-In

Day 2: Diagnose - Mapping Current State and Envisioning the Future

Day 3: Design - Improving Interactions and Optimizing Processes

Day 4: Deliver - Creating a CX Roadmap and Establishing Momentum

ARRANGE DISCOVERY CALL

EXPERIENCE THE BPG DIFFERENCE

Leverage our methods, credibility and
innovation to successfully transform and liberate
your Customer Experience and internal Processes.

Dynamic Structure

Underpinned by the CEMMethod that has been advancing and progressing for 20 years and originally created in association with the Virgin Group.

The CEMMethod is a pragmatic and easy to follow discovery, improvement and implementation framework that will guide you through successful CX transformation.

Now integrated with The Experience Manager you can immediately deploy the new Experiences within a comprehensive platform that enables control, continual ideation, analytics and complete alignment to delivering Successful Customer Outcomes.

Proven Credibility

The BPG have worked with and learned from some of the world's most successful organizations.

Over 32 years BPG has solidified it's reputation as one of the world's leading CX and process transformation firms by focusing results on increased revenue, lowered costs and enhanced CX.

With qualified CEMMethod® practitioners across 137 countries, with more than 150K professionals across the ACX®, CPP®, OKR® and CJM® programmes.

Focused Inspiration

Our training, mentoring and consultancy inspire massive and lasting mind set shifts that deliver results quickly and sustainably.

Changing Process and CX changes lives. This is true for both customers and employees. Understanding this allows us to inspire and empower people to make lasting changes in their organizations.