STEVE TOWERS 2020 MASTERCLASS Series - LONDON, ENGLAND- 1 day
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
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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
EXERCISE 1 – LET’S GO TO THE MOVIES
The process experience paradox
It is Needs, Not Wants
EXERCISE 2 – CUSTOMER CATEGORIZATION
What is wrong with segmentation by circumstance?
How can we categorize based on Needs?
Changing at a fundamental level – where is your North Star?
EXERCISE 4 – THE SUCCESSFUL CUSTOMER OUTCOME CANVAS (SCOC)
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?
BACK TO THE FUTURE - EXERCISE 1 REVISIT – DID YOU ENJOY THE MOVIES?
We have to get out of our own way
The Outside-In conundrum
WHOSE IDEA WAS THIS?
That in the shower moment
Something to think on
How can you put this to good use straight away?
QUESTIONS AND ANSWERS
CLOSE OF DAY ONE
That was good, but this is going to be even better!
WELCOME AND REASSESSMENT
So you stayed to learn more?
How is that for you?
Q AND A
In the cold light of a new day…
Show us the meat
Twisting my lemon man…
DO YOU LIVE IN A RUBIKS CUBE?
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
MOMENTS OF TRUTH 2020 VERSION
Doffing our caps to the pioneers
Getting more scientific about the Customer Experience
ABACUS – THE EXPERIENCE LIFECYCLE
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
EXERCISE 6 – ABACUS CURRENT STATE
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?
EXERCISE 7 – CREATING THE EXPERIENCE INNOVATION LANDSCAPE
This is going to be uncomfortable (but fun)
Anyone can innovate… really?
Innovating away the Industrial Age shackles
EXERCISE 8 – INNOVATING THE EIL
Anyone can innovate… really?
If I was you, I wouldn’t start here…
EXERCISE 9 – THE DISRUPTION FACTOR
How broken are we and what is the potential?
Are we disrupting our own business in a negative way, or smashing the competition?
EXERCISE 10 – OISM & SCOC RE EVALUATION
What has changed?
The beginnings of the Customer Ecosystem
CONNECTING THE DOTS – THE CUSTOMER PERFORMANCE LANDSCAPE
From the lunchroom to the board room
The Answer to life, the universe and everything…
QUESTIONS AND ANSWERS
Resources – videos/books
CLOSE OF DAY 2
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
...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, 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”
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