Agenda
Agenda
09:00
Introduction: Overview of Customer Experience and the ACX Program
Steve Towers, (ACXC, CPPC), CEO & Founder, BP Group
10:00
North Star Alignment Template – NSAT (Exercise 1)
Steve Towers, (ACXC, CPPC), CEO & Founder, BP Group
Aligning yourself and the organization to the North Star. Nine fundamental questions that will guide your thinking and practice at a day-to-day level to ensure your contribution is noticed and welcome and the organization systematically mature its Customer Experience Management approaches operationally and strategically.
11:30
Outside-In Strategic Matrix - OISM (Exercise 2)
Steve Towers, (ACXC, CPPC), CEO & Founder, BP Group
“The Customer Experience is the process” (Steve Jobs) was an early clarion call for organizations to shift their focus towards customer-centricity. The model to achieve this evolution is now codified and includes the OISM which frames the current (process) state against the future (customer experience).
14:00
Successful Customer Outcome Canvas - SCOC (Exercise 3)
Steve Towers, (ACXC, CPPC), CEO & Founder, BP Group
Building a clear picture of customers needs to be measured and aimed at the triple crown (simultaneously lower costs, higher revenues, and improved service) is the objective of the canvas. The SCOC helps to reveal customer needs even when the customer doesn’t know them!
