CEMMethod® In Action
We create beautiful and profitable Customer Experiences.
Customer Experience Management justification should be as hard as nails. Fancy flouncy artwork showing customer journeys do not connect with the reality of managing the business.
The CEMMethod™ helps you to create unified views of both the customer interactions, perceptions and expectations AT THE SAME TIME as linking those with the processes, systems and resources across the organization. We call that view the Customer Performance Landscape™
Both Beauty and Profit on the same page.
Learn more about upcoming training
featuring the CEMMethod here.
Interactive and Pragmatic
Workshops guide the development through Current State into Future State with an engineered approach that connects todays reality with tomorrows potential.
It does not require genius. If you can figure out what the right thing to do is you can innovate to do it using incisive techniques.
Let's explore...
Customer Experience Mapping™
Processes and Customer Journey Maps should be on the same page. Those fancy Customer Journey Maps mean nothing if they cannot communicate with the actual inner workings of our organisations.
Here the Coach explains the understanding gleaned thus far, as a prelude to the real work creating the Future State Process Performance Landscape (the unified Customer Journey Map and Internal Processes and Systems)
Learn more about upcoming courses featuring the CEMMethod here.
Unique and Practical
Ultimately, we want a picture that lets everybody understand what it we are trying to achieve, who is responsible for it, and what the Successful Outcome looks like.
Qualify in the CEMMethod
Let's Review some feedback...
The coaching and training is hands-on workshop style. Based around exercises (ideally on your own work) you experience the learning by doing. Here are a few excerpts.
Jeff Guilfoyle, Duke Energy
Responsibilities: His department oversees approximately 1.7 million meters in the Midwest.
Customer-Centric Focus: Jeff emphasizes the importance of being customer-centric, especially after mergers, to be a leader in the utility industry.
Process Management: He shares his experience with process management that prioritizes the customer and challenges viewers to learn more about it.
Jeff encourages viewers to reflect on past practices and reach out to him if they don’t find humor in the old ways after learning about the customer-focused process.
Team work at Dubai Customs
Companies that understand the need to become more custom centric have a culture of collaboration and mutual support.
Here we can see the teamwork and 'working things out together' style across the different levels and responsibilities.
Driving to an agreed action plan with executables within days is a key outcome of these workshops which include Subject Matter Experts, Stakeholders, CX and process professionals.
The CEMMethod
is completely scalable
Here we see a team discussing both the new processes and experiences and the nitty gritty of implementing the new ways of work.
New Vending Machine: Mention of a new vending machine, possibly in the context of customer experience or service innovation.
Insurance Claims: A conversation about contacting the claims department and dissatisfaction with a solution provided by an insurance company.
Supervisor Discussion: A potential discussion between an employee and their supervisor regarding customer service decisions.
GETTING MORE SCIENTIFIC ABOUT THE CUSTOMER EXPERIENCE
Version 15 of the CEMMethod™ integrates the latest learning and techniques from the world's leading Outside-In companies in easy to access and assimilate step by step guides.
Review many Testimonials here.
Discover the courses and coaching with the embedded CEMMethod.
Online or at a city near you soon.
LIVE & INTERACTIVE
👉🏽 ACX Professional® - Online 2 days
🥇 ACX Master® - Online 4 days
🚀 CPP Master® - Online 4 days
🌎 Denver ACXM® - September 16-19
🌍 Dubai ACXM® - November 10-13
🌏 Singapore ACXM® - December 2-5
🌍 London ACXM® - December 16-19
👯👯🧑🤝🧑 Also visit the BPG partners for their dates & locations.
🏨 Inhouse & Customized options: Enquire here.
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