About
We're a strategic guide for empowering CX leaders and strategic leaders to design end-to-end experiences that earn trust and loyalty. We help CX professionals reduce churn risk through service design and raising the CX standard.
Our approach
We work with CX professionals and global CX leaders in large organisations who are responsible for how their companies serve customers. These are typically complex organisations with legacy systems, multiple business units, and competing priorities.
Most customer experience work fails because it focuses on the wrong things. Organisations spend time on journey maps and design systems while ignoring the fundamental question: does the leadership team have the capability to deliver the business impact of CX?
We start with leadership. We help customer experience innovators understand what good CX looks like, what's required to deliver it, and how to build the organisational capability to sustain it through actionable research, professional practice, and industry standards.
We don't believe in templates or best practices imported from other companies. Every organisation has different customers, different constraints, and different cultures. Our job is to help you figure out what makes sense for your situation while raising the CX standard.
Our Team
Our team of CX professionals combines deep expertise in customer experience leadership and strategy with practical experience leading large-scale organisational change. We've worked directly in the roles we advise on—running customer experience functions, leading digital experience teams, managing transformation programs, and building operational capability.
This isn't theoretical work. We've managed the same constraints, political dynamics, and resource pressures that our clients face. That practical experience shapes our professional practice and how we approach every engagement.
The BPG operates with more than 40 global affiliates across all continents with a global community of 145,000+ CEMMethod licensed practitioners—all committed to raising the CX standard through industry standards and best practices.
Experience
We've worked with organisations across financial services, technology, insurance, healthcare, and retail. Typically with teams of 50-500 people, and customer bases in the millions.
Our work includes multi-year transformation programs, rapid strategic assessments, executive capability building, and ongoing advisory support.