it’s no coincidence that ten of the top twelve BRANDS have invested in the Accredited Customer Experience® program since 2010.
​They know that providing a great customer experience is key to their success👍

With courtesy from Visual Capitalist: Ranked: The Top 100 Brands by Value in 2023 (visualcapitalist.com)

RECENT PRAISE AND THE NEXT SESSION'S

We love telling people about the training, the coaching, the consultancy and the transformation. However you don't have to believe (though you should) or take our word for it either. Listen to people who actually experienced it. (and there is a video testimonial below)
ONLINE Accredited CX Master® | September 27-31 |  https://lnkd.in/dANgYX59
ONLINE Certified Process Professional® | October 23-26 |  https://lnkd.in/enG5axMP  ​
“An honour to work with you Steve . A fantastic course.”
​
Kath Milne, Consulting Services, Australia
“Brilliant Workshop. The speaker was awesome and gave great guidance on matters I am finding in the workplace.
​
Cindy-Lee Muller, Telecoms, South Africa
What an amazing journey to Accredited ACX Coach,
this experience has completely transformed how we measure, collaborate, communicate and innovate with the customer in mind. Keen to guide the next willing souls on this journey.

​Durrel Ramrathan, 
​South Africa
"After experiencing how powerful the training was late last year I recently engaged the BP Group to redesign an entire end to end process within our business.
The engagement experienced was exceptional and all of those involved said it helped them to be truly customer focused and engaged in their work."
​
Chris Wix, Financial Services, Australia ​

Thanks, Steve, for providing a great learning platform. It was inspiring to hear your experiences as they presented a great source of knowledge. Not only have you been a fantastic mentor to me but you have taught me how to mentor others.
Thanks for being so supportive and getting me through.
Chandan Chabbra, Head of Content, MX Live, MX Player, India

Thank you, the experience was enlightening, empowering, educating, encouraging and engaging.
Natasha Doren, Eskom Pension and Provident Fund, South Africa

I have to say, every day since I left Denver, I have been able to apply some bit of learning that I got during the ACXM event into not only my job, but my personal life as well. Thank you so much for everything that you've done to advance the field of customer experience!
Brett Gill, Regional Sales Manager, Morrison Container Solutions, United States

Another fantastic learning, personal and professional development experience with you!
Lyall Shapiro, Head of Experience Design & Fulfilment Transformation, Australia

Thank you Steve, very intense 4 days but amazing and already putting it into practice!
Edwin De Lange, CX Principle, Immersion Group, South Africa

Thank you so much Steve.. this achievement means a lot to me & huge credit goes to you.. looking forward to my next learning
Amal Shaira, Director– Head of Client Service Improvement, Business Planning & Strategy, National Bank of Abu Dhabi United Arab Emirates

An honour to work with you Steve. A fantastic course
Kath Milne, Director & Chairperson, Equality Lawyers, Australia

What an amazing journey to Accredited ACX Coach, this experience has completely transformed how we measure, collaborate, communicate and innovate with
the customer in mind. Keen to guide the next willing souls on this journey.
Durrel Ramrathan, Senior Analytics & AI Leader & ACX Mentor, Multichoice, South Africa

Thanks very much for an amazing course! You are a fantastic facilitator and I'm truly
blessed to have you share your wisdom with us.
Jenny Simpson, Associate Director, National Australia Bank, Sydney, Australia

Learning by doing and exploring up to date real-life is what the program is all about. This is my third course with Steve, and I have witnessed tremendous improvements to its content and delivery, and have never failed to leave amazed by the power of the techniques.
Saud Albuainain, Director Business Transformation, EY, Saudi Arabia

A year after training in London just wanted to shoot a note of my continued gratitude. Hope to remain involved in the events and work with you again.. that mentoring was beyond invaluable.
Juliana Coates, Member Services, University of Albany, New York

I'm writing to endorse the program. It completely changed the way I think. Steve Towers taught us amazing secret techniques of improvement. The program provided me with the ability to apply all the learnings immediately after the training. Very effective training with a wealth of knowledge to share. This is a must training for everyone who's interested in making their lives better!
Maria T Ferreira AVP, Client Experience Process Improvement Citi, New York

Steve has an amazing insight into some of my personal challenges and really helped through his mentoring for me to refocus my energies with immediate renewed personal and career success
CIO, Telco, South Africa

Thanks for your time and the fantastic course, delivered in Auckland recently. Looking forward to attending in June - will see if I can bring some colleagues!!
Neal Ross, Chief Technology Officer, Ricoh, Australia

The detail was very relevant and extremely well presented. Steve is a great communicator and spoke extremely well.
Paul Botes, Senior Manager, Standard Bank, South Africa

Brilliant Workshop. The speaker was awesome and gave great guidance on matters I am finding in the workplace.
Cindy-Lee Muller, Marketing Coordinator, TPN Credit Bureau, South Africa

The workshop is highly recommended for anyone who wishes to simplify and thereby enhancing satisfaction. The speaker is immensely knowledgeable and demonstrates vast experience in the subject.
David Mulovhedzi, Senior Manager, DPSA, South Africa

I did the training 2 weeks ago and it completely changed my world. Since then things are going really fast within our organisation. The rest of the guys in our executive team are completely sold on the concepts. To be honest I did not think it would happen that quick.
Nachiket Gole, Chief Information Officer, Cap Gemini, India

...you've fundamentally changed the way I think about every process. And inspired me to try Outside-In (OI) in all walks of life. The first two levels should be included in educational curriculums (yes, even at the junior levels).
If everyone started applying OI, the world would be... where it should be.
Mahesh Mirchandani, Group CTO, TruDoc HealthCare

If you are looking to improve your own professional then I would recommend the program and Techniques
Stephen Nicholson, Certified Process Professional Master, BPM Systems, Australia

Excellent presentation, clear and concise. Absolutely Gripping
Devendra Maisnam, Business Analyst, National E-Health Transition Authority, Australia

Thanks to you for a fantastic mentoring programme … I am an Outside-In fan now !
Jimmy Cuadra, CIO, ICI Paints Asia Pacific, Singapore

I was struck with awe on the versatile yet practical experience that you shared. Thanks for the wonderful session on CPP this week
Syed Raashid, Specialist, Qatar Energy, UAE

Thanks again for the fantastic course and insights you provided.
Sean Schurmann, Consultant, e&e Solutions, Australia.

Just a short note to say thanks again for the course. It was a truly mind blowing experience and I will never think about process the same way again.
Craig Reid, CEO & Founder, Professional Holiday Homes. 

I wanted to tell you how much I enjoyed the book! It really helped tie together various concepts and practices I have been evolving towards over a number of years, crystallizing them into a simple but powerful framework.
Steve Melville, Director, Oracle, USA.

Steve led the best training sessions I have ever taken in my 20+ years as a professional. After those sessions, I was able to have an immediate impact on my organization. Steve is a very sharp, personable, interesting individual, and a real pleasure to work with. I continue to remain in regular contact with Steve and consider him an invaluable resource on BPM and on change management in general.
Mark Barnett, Director of Global Process Practice, ACN, Inc. USA

I would like to thank you for a wonderful experience for me to know the nuances of ABPM. Taking us to a new level on how to view processes & implement by way of sharing your wealth of experience and enlightening us with the case studies & exercises.
Director Quality Management Group, 3i Infotech Ltd., India

Exceptional and life-transforming. This training should be on every corporate agenda
CIO, Apotex Pharmaceutical, Canada

Simple and different concepts which is path-breaking and easy to understand and deploy" Director Business Consulting, Chennai "Excellent - he is a very good leader
Senior Quality Analyst, AEC, Saudi Arabia

I want to thank you for the great content and coaching that you provided, the concepts resonated even more clearly when presented with your enthusiasm and experience.
Director, H&R Block, USA

I really enjoyed last week and really learned a lot. I feel I had a Eureka moment yesterday when the whole process diagnostics suddenly clicked into place. I remember you saying that once you grasp this then you will never look at processes in any other way. I am now actively evangelizing the CEM approach with our team. Senior Analyst, Investment Bank, London

Steve is an inspiring global thought leader. He is a creative visionary, working on the edge of breakthrough change.
Kenneth Mortimer, Principal, MBA & Associates Ltd

You are the tops! Everyone in the field should be exposed to the techniques experienced in this course.
Personnel Director, Business Management

...was so helpful. The ability to ask questions/having a discussion after the day's end was extremely good. I really appreciated the professional approach
Telco Director, CIO of CEU, Hungary

Steve Towers, CEO and Chief Coach has been awarded with
  • Top Experts to Follow in 2023
  • CX Network Top 50 CX Influencers 2023
  • Top 30 Global Guru in CX 2023
  • Top 30 Global Guru in Customer Experience 2022
  • Top 50 Customer Experience (CX) Influencers 2021
  • Top 30 Global Guru in Customer Service 2021
  • Global 200 CX Leader 2021
  • Top 150 Global CX Thought Leaders 2020
  • Global Top 30 Guru in 2020
  • Global Customer Service Expert in 2019
  • OPEX Global contributor of the year 2018
    ​and inducted into the
  • Enterprise Architect World Hall of Fame in 2011
  • In 2007, at Gartner’s Annual summit, Steve received 'the Lifetime Achievement Award for Contribution to Business.'
Video Testimonial: Shaima Shariff, Government Sector, GCC

UPCOMING SESSIONS - ONLINE, OPEN & INHOUSE

ONLINE Accredited CX Master® | September 27-31 |  https://lnkd.in/dANgYX59
ONLINE Certified Process Professional® | October 23-26 |  https://lnkd.in/enG5axMP  ​
ACX & CPP OPEN programs LIVE in
>>  DENVER >> ORLANDO >> DUBAI >> SYDNEY >> JOHANNESBURG >> CAPE TOWN
​>> DETROIT>> MELBOURNE >> ​LONDON >> NEW YORK >> WASHINGTON DC >> 

​IN-HOUSE OR ONLINE CUSTOMIZED TO YOUR NEEDS? - Let us know what you want

Accredited Customer Experience™
(ACX) Training

Certified
Process Professional™
(CPP) Training

CERTIFIED
journey management™
(CJM) Training

​This program is designed for people tasked with helping their organisations become more customer centric. So Customer Experience Professionals, Customer Service leaders and senior front line staff needing to up their game will benefit from the four day hands-on sessions. Virtual and In the room.

Find out more here
​Now fully available online AND in the room the original 4 dayer launched in 2006 has now been completely updated. Suitable for all those involved with business processes and operations management this certification provides you with the latest tools and techniques to help transform your organizations performance.

​Find out more here
​Launched in 2016 and relevant for all those tasked with implementing a rigorous framework to deploy Customer Journey Management thinking in their organizations. Creating Goal led collaboration is becoming the hall mark of successful business transformation. Learn the method and the software to achieve just that. In the room and Online.

Find out more here
Looking to deliver outstanding customer experiences
​without compromise?
The Accredited Customer Experience™​ ​training is for you.
​Looking to radically improve your business processes with a customer centric focus?
​The Certified Process Professional™​ training is for you.
​
​NEW for the 2023
​
Two day Certified Journey Management Professional (CJMP)
Ideally suited to general business leaders (and aspirants), people responsible for Operations, IT and Customer Service who wish to put their Customer Journey Mapping efforts on Steroids.
Join with 150,000+ professionals across 137 countries.
Featuring the CEMMethod v.14 (born in 2001 - see it's pedigree here)
Questions about the underpinning approach used in all our training? Click here.
Catch Rockstar CX James Dodkins latest videos and interviews with luminaries in the CX World here
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"After experiencing how powerful the training was late last year I recently engaged the BP Group to redesign an entire end to end process within our business. We had varying levels of expertise in the room, and in 3 days we had completely redesigned our process, which now truly focussed on the right Successful Customer Outcome. The engagement experienced was exceptional and all of those involved said it helped them to be truly customer focussed and engaged in their work."
Chris Wix, Head of Business Improvement, National Australia Bank, Australia ​
ONLINE Accredited CX Master® | September 27-31 |  https://lnkd.in/dANgYX59
ONLINE Certified Process Professional® | October 23-26 |  https://lnkd.in/enG5axMP  ​
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