Mon Nov 23 2020 at 09:00 am to Thu Nov 26 2020 at 04:30 pm
Liverpool University in London, Finsbury Square, London, United Kingdom

Liverpool University in London, Finsbury Square, London, United Kingdom

Created By:
BP Group
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Once you have signed up for the Masterclass Steve will provide you with a video introduction. Meanwhile here is a background to the sessions.

Your Masterclass Leader

Steve Towers started out in the industrial landscape of the North of England and always had a dream to help people and organizations to shed the shackles of industrial age thinking and practice. Climbing the corporate ladder with a broad swathe of companies in different industries to eventually become a senior executive with the world-leading bank, Citi, Steve learned the ropes that change isn’t just good ideas and projects, it is fundamentally about shifting peoples mindsets. Using these skills and refining approaches Steve co-founded the BP Group in 1992 and has since worked with global partners and leading companies helping them to transform operationally and strategically to consistently win the triple crown with better customer service, higher revenues and lower costs.

Steve is the creator and founder of the CEMMethod™ a business transformation methodology that enables organizations to become progressively more customer-centric. Whether you are looking at a single process or a complete ecosystem of customer experiences the approach delivers results immediately. Steve will be sharing specific techniques within the CEMMethod™ during the Steve Towers Masterclass™.

Looking forward to working with you!

What is this Outside-In thing anyhow?



  What has gone wrong with the old ways and can’t we just do the same better?


  Born in the cauldrons of business transformation and the Customer Age

REFRAMING TO OUTSIDE-IN   This is NOT a subtle shift in emphasis

Moving from Theory to Practice


  The process experience paradox

  It is Needs, Not Wants


  What is wrong with segmentation by circumstance?

  How can we categorize based on Needs?

Changing at a fundamental level – where is your North Star?


  Zoning in on the real target for process and customer success

  Shifting from Outputs to Outcomes

  Developing measures that realign the organization

  Upgrading to Successful Customer Outcomes

Your mind has shifted… but has it really?


  We have to get out of our own way

  The Outside-In conundrum


  That in the shower moment


  Something to think on

  How can you put this to good use straight away?



That was good, but this is going to be even better!


  So you stayed to learn more?

  How is that for you?


In the cold light of a new day…


  Show us the meat

Twisting my lemon man…


  What colour are you?

Exercise 5 - THE POINTY GAME

  Often times it is the rules and how we interpret them

Understanding the Causes of ALL work is a good starting point


  Doffing our caps to the pioneers

  Getting more scientific about the Customer Experience


  Where is the Start and End?

  What is a Customer Experience lifecycle? (Ask me if I am bothered?)

Moving beyond fluffy journey maps… let’s get real


  It is not the MOT’s in the Experience, it is the Experience in the MOT’s that counts

  What a mess… how can we fix this?


  This is going to be uncomfortable (but fun)

  Anyone can innovate… really?

Innovating away the Industrial Age shackles


  Anyone can innovate… really?

  If I was you, I wouldn’t start here…


  How broken are we and what is the potential?

  Are we disrupting our own business in a negative way, or smashing the competition?


  What has changed?

The beginnings of the Customer Ecosystem


  From the lunchroom to the board room


The Answer to life, the universe and everything…



  Learning Points


  Resources – videos/books




You have impacted the lives of many of us in the Business Process Management community, in a big way in our career journey. Our success can be attributed to your insights on Outside-In Thinking and Customer Experience, among others.Mashaba Mulaudzi, Manager Process Innovation, 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, ACX Master Coach

A year after CPP training in London just wanted to shoot a note of my continued gratitude. I hope to remain involved in the CX events and work with you again..that training was beyond invaluable.

Juliana Coates - Member Services, University of Albany, New York

I'm writing to endorse BP Groups Certified Process Professional Masters program. It completely changed the way I think about a process. Steve Towers and the BPGroup taught us amazing secret techniques of process 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 a process better!Maria T Ferreira AVP - Client Experience Process Improvement at CitiThanks for your time and the fantastic course, delivered in Auckland recently. Looking forward to attending the CPP Masters in June - will see if I can bring some colleagues!!Neal Ross, Chief Information Officer at Konica Minolta Business Solutions New Zealand Limited

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

Brilliant Workshop. The speaker was awesome and gave great guidance on matters I am finding in the workplace.Cindy-Lee Muller, Planning & Roadmap Manager, MTN (Pty) Ltd

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

I did the CPP Masters 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 concept. I am now taking the rest of the staff through some sessions. We plan to work on and optimise 6-10 key processes in the near future. We are also:  • Revamping our organisation structure to go to the "customer inclusive" model.  • We are going away this weekend to re-think our business plan (which was based on old thinking)  • We are actively considering getting rid of all our titles and silos in the organisation and only having "the business we really are in" on the business cards.  • We are completely changing the KPI model to only focus only on and rewarding for an increase in revenue, cost savings, good service and most of all successful customer outcomes.  • We have appointed a staff member to begin talking to clients and to start understanding and managing their expectations. To be honest I did not think it would happen that quick. Nachiket Gole, Chief Information Officer - PowerNET Computer Consultants'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, CEO at BhumiTech

If you are looking to improve your own professional skills in business process management and business process improvement, then I would recommend the Advanced Business Process Methods and Techniques of the Business Process Professional programme by BP Group.Stephen Nicholson, Certified Process Professional – Master, BPM Systems (see blog)

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

"Thanks to you for a fantastic mentoring programme … I am an Outside-In fan now !"Jimmy Cuadra, Director Information Management, Akzo Nobel Paints, 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, RasGas Co Ltd. UAE

"Thanks again for the fantastic course and insights you provided."Sean Schurmann, Business Process Architect, Queensland Building Services Authority, 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, Senior Business Analyst, Gen-I

"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.

"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 Pharmaceutical, Florida

"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 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.

“Steve is an inspiring global thought leader in the Business Process Management (BPM) space. He is a creative visionary, working on the edge of breakthrough business change."Kenneth Mortimer, Principal, MBA & Associates Ltd

"Having had a chance to read through all of the delegate feedback forms in full it has become apparent that your workshops, in particular, were amongst the most well regarded, so thank you once more."VP EMEA GDS International

"I took BPM training back in December, and Steve Towers was the instructor. The training was simply fantastic because Steve has that rare ability to connect with his trainees. Not only did I walk away from the training with a new perspective on Business Process Management, but I walked away with an invaluable analysis tool."Senior Systems Analyst, Barclays Bank

"We have collated the scores from the event and you came out as the most highly regarded."Conference Producer, IIR International"Excellent owned the knowledge, made the presentations fun, a wealth of knowledge and practical examples. Upbeat, well-paced."Booz Allen Hamilton, Washington"Steve presents the whole arena of transformation in a lucid and pragmatic way. I can not overstate how much these insights and profound new understanding will change our organization and its approach to the market. Do you want my endorsement? You get it gazillion times over. Thanks."COO, Fortune 500 Company, Washington DC“You are the tops! Everyone in the field should be exposed to the techniques experienced in this course.”Director - Process 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, now CIO of CEU, Hungary“Steve is a true guru and mentor in the field of Business Process Management. What I've learned from Steve and The BP Group in a short space of time has greatly benefited my understanding of advanced process management. Always accessible for advice, always campaigning to change how organizations view how they operate, Steve is a real asset to the BPM community and long may it continue.”Theo Priestley, Head of Business Process Management, Psingularity

“Steve is one of the most tireless leaders in the field of business process management. While there are lots of technical folks and vested interests in the field, Steve's leadership rises above the crowd. As co-founder of the not-for-profit Business Process Group, Steve has travelled the world spreading the BPM message to business leaders and front-line workers, alike.”Peter Fingar, Industry Guru and author of many top-selling Business books

“Transforming the planet, one person, one process, one organization at a time”

Example Recent Clients

 A.W. Rostamani Holdings Co. (LLC)     ABAA Hypermedia Technologies Ltd PT Pertamina ABB Ltd. Hyperteam Ltd PT Pro ABN AMRO Iafrica PT Sistemas Informação ABN AMRO Bank NV IBM PThrivent Financial for Lutherans Abraaj Capital Ltd. IBS Intelligence Purac, a CSM company ABSA ICICI Prudential Life PW Consulting,Stationssingel Abu Dhabi Investment Authority iCST PWC Acceleration IDA PZ Cussons Acerta-Belgium IDP QR Actelion Pharmaceuticals IDS Scheer QSuper Limited Acumen Business Processes IDS Scheer UK Ltd Quality Manufacturing Today ACPO IFESS Quark Adia iinet limited Quest Informatics Adorno IMD International R2K Software India Aegon UK Impala Platinum Limited Rabobank International Aenishaenslin Consulting GmbH Implats Ras Gas Company Ltd. ÅF Infrastructure AB In Touch RasGas Co Ltd AFD technologies,Groupe INA Rath & Strong   Indasa RBS     RBS Insurance     RCS   IndusInd Bank Ltd RDW Air Liquide íÑepp Services, Inc. Red Cross & Crescent Society Airbus UK i-nexus Red Hat Incorporated  Akzo Nobel Coating Ltd. Infocomm Development Authority of Singapore  Reed Learning Alba Information Technology Reliance ADA Alcatel Lucent Infosys Australia Reliance Communications Ltd. Alexer Pty Ltd Infosys Technologies Ltd Renault Nissan Consulting Alliance Boots InfoTech HelpLine India Pvt Ltd Research In Motion Allianz Cornhill Insurance Plc. ING Revolution IT Allianz Insurance Plc. ingena group limited RFMD Allied Digital Services Ltd. Inn-LeanDEsign Ricoh Europe Allied Irish Bank  Innovation group Rising Point Allstate Management Consulting Services innoVIZION Riyad Bank Ally Servicing Inpex Perth Office RM Asia-Pacific Pty Ltd ALSTOM (Switzerland) Ltd.   Instantis Rockwell Collins Alstom Power Instantis Inc. Rohan & Associates Amadeus Services Ltd Instituto Aviação Civil Roundpeg Associates American International Group Instituto informatica Royal Bolton Hospital AMEX Integrys Energy Group RS Components Anantara Solutions Pvt. Ltd Intelenet Global Services Ltd. RS Components UK Anderson Pharmaceutical Packaging Intelligent Content Protection RSA Andrew Network Solutions Intelligent Decision Processes RSA Insurance ANZ Intelligent Finance RSIS (UK) Ltd Aou h Intelligent Pathways Russell Investments API (Academy for Political Intelligence) Intense Technologies Limited RWE IT UK APM Terminals International Process and Performance Institute RWE npower Apotex Corporation Internode S Clarke Consultancy Appian Interquad Learning Ltd SA Partners APQC Investec Asset Management SAGE Automation Areen Design Services Ltd Investec Bank Salmat Limited AREVA Company Investor IQ SaM Solutions B.V. Areva NP iProc SAMARCO MINERAÇÃO Ariba Technologies IQPC Samarco Mineração S A Arista Management Group LLC Iris Consultancies Sanctuary Housing Association Arkadin (Singapore) Pte Ltd Irish Life Sanmarco Mineracao ARM Embedded Technologies Irish Life & Permanent Santander Consumer Finance Benelux ARVAL PHH Irish Life Corporate Business SANTOS ASG Group ISCTE SAP Deutschland AG & Co. KG Asgard Wealth Solutions Iskandar Regional Development Authority  SAP UK Ltd Asidua Ltd ISTRAT Sara Lee AstraZeneca ITC Infotech Saudi Telecom Company Athlon Car Lease International ITC INFOTECH INDIA LTD Saxo Bank Atlantic Industries ITSS SCA Technologies India  Atos IT Solutions and Services GmbH J.O.P. Consulting, Inc. Schenker Arkas Nakliyat ve Ticaret A.Ş. Atos Origin Nederland B.V jardine lloyd thompson Schlumberger Auroscient outsourcing ltd JJB Consultants Inc Schneider Electric SA Autodesk Johannesburg Roads Agency PTY LTD Scottish Power Automax Johnson Controls Sears Holdings Autosocut24 Kainos Software Ltd SEB Aviva Investors Kare Securities & Exchange Commission Avto Triglav KAZ Goup SEEK Limited AXA Investment Managers Kennametal Inc Sella Synergy India (P) Limited AXA Sunlife KIT digital AG Sellafield Ltd. Axispoint Solutions Limited Klados Solutions UK Limited SEMA Consulting BA Continuum India Pvt. Ltd KM&T Serco BAA Kofax UK Ltd Serco Group Plc. BAE Systems Koninklijke DSM Service Fundamentals Balfour Beatty KPIT Cummins INFOSYSTEMS Ltd. Service Petrolier Schlumberger Banco de Portugal KPMG International HQ SetClear Pte. Ltd Banco Espirito Santo Kraft Foods UK Ltd. Severn Trent Plc. Banco Privado Português, S.A. Krauthammer International AB SHC Bank of America Kuwait Gulf Oil Company Shell Bank of Ireland Kuwait Oil Company Shell Chemicals Limited Bank of New York Kuwait Petroleum Europoort Shell Gas & Power Barclays L&T Infotech Ltd Shell International Petroleum Co Ltd Barclays Bank L-3 TRL Technology Sherard Barclays Capital La Roche AG Siemens AG Barclays Wealth landcorp Siemens Building Technologies Barium AB Lawrence Berkeley National Lab Siemens Pte Ltd   BASF LDS Church - 8 delegates SigmaFlow Bayer HealtCare AG Lean Reflections Siminn hf Bayer HealthCare AG Learning Sisconsult Bayer Schering Pharma AG Learning to See & Toyota Kata SITA UK Bbraun Lee Maschinenbau GmbH Six Sigma City BD Legal & General Skandia UK Head Office BDF Lehman Brothers Bankhaus AG Skelta Software BE Army Department of Staff Evaluation Leighton Contractors India Pvt. Ltd Smiths Aerospace Belimo Lek Pharmaceuticals d.d. SMS Management & Technology BEM Inc Lenovo Software AG Bemitech Technology Group Leo Pharma A/S Solog SA Bendigo Bank Lera Technologies Sonae  Bentley Systems Level3 Communications Sonkor International Best Buy Lex Vehicle Leasing Ltd. Soreco Betfair Ltd. LexAutolease South African Reserve Bank Bhambi & Associates Lexis Nexus South Warwick Hospitals South Warwickshire Hospitals NHS Trust BHP Billiton Iron Ore LGCSB Southpaw Solutions Bhumitech Libyana Mobile Phone SPI Global Lifeware Sa Sports Surgery Clinic BME (A Member of the Omnia Group) Lilly Pharma Fertigung und Distribution GmbH & Co.KG SRO (Victoria) BMGI Link Consulting st john of god health care BNP Paribas Link Consulting SA St Regis Paper Company Bord Gais Link, SA Standard Bank Bord Gais Energy Linklaters Standard Bank Life Bord Gais Networks Lloyd`s Register EMEA Standard Life BorsodChem Zrt Lloyds Banking Group Standard Life Bank Boston Scientific Lloyds Register Standard Life Investments Boston Scientific Lloyd's Register Asia Staples BP Lloyds TSB Stellenbosch University BP International Ltd Local Government House Steria BPGroup Lockheed Martin Stibo Systems Bradford & Bingley Plc Lockheed Martin UK-INSYS Limited Storm Technology Bre Bank Lodestone Management Consultants Stratis Ltd BrightRaven Limited Logica Student Loan Company Brink's Incorporated Lombardi Suma Bristol-Myers Squibb Company Lottery Commission Sun Microsystems  British Airways LSC Group Ltd Suncorp British American Tobacco LSG SkyChefs SUNY Sullivan BSkyB M2 Commander Swedbank Robur BT Maersk Line  SwedCo Ltd BT Group plc Magirus UK Swiss Re Bupa Mail Newspapers Circulation Dept. Symbionics Business Agility! managecom systems limited Syngene International Ltd. Business Dynamics Svenska AB Manipal – City & Guilds Skills  Sysconsult Businovation Manuel Paquim Sucessores, LDA Sysprove Technologies Bytes Technology Group Maple Leaf System Management C Banque Cramer & CIE Sa Marel Townsend Further Processing TagStone Technology C I N Matthew Clark Talk Talk Technology CA MBC Group TATA Cable & Wireless McLaren Automotive Ltd Tata AIG General Insurance Company Ltd Cablecom GmbH McMillan Shakespeare Pty Ltd Tata Communications Cahoot MDA Tata Communications Transformation Services  Caixa Geral de Depósitos MDA national Tata Consultancy Services Caja de Ahorros de Santander Y Cantabria MDS Nordion Inc Tawuniya Canada Life MEDASSIST - A Firstsource Company Taylor Woodrow Canadian Imperial Bank of Commerce Media Monitors T-Com Innovationsgesellschaft mbH Capgemini Mercedes-Benz UK Ltd TCS Capita Hartshead Mercer Teknosa Capital One Meta-Lucid Teleca Sweden South AB Carphone Warehouse Metcash Telecom Castrol Microgen Telekom Slovenia Catalent Pharma Solutions Mid Kent Water Telenor Catalyst Midland HR Telenor Global Services AS CAT

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BP Group reserves the right to postpone or cancel an event, to change the location of an event. In the event that BP Group postpones a conference, delegate payments at the postponement date will be credited towards the rescheduled date. If the delegate is unable to attend the rescheduled event, the delegate will receive 100% credit representing payments made towards a future BP Group event or you may send a replacement. This offer is valid for a period of 12 months from the date of the postponement. No refunds will be available for cancellations or postponements.  BP Group is not responsible for any loss or damage as a result of substitution, alteration, postponement, or cancellation of an event due to causes beyond its control including without limitation, acts of God, natural disasters, sabotage, accident, trade or industrial disputes, terrorism or hostilities.

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Created By:
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