About
We're a consulting firm focused on customer experience and leadership capability.
Our approach
We work with senior leaders in large organizations who are responsible for how their companies serve customers. These are typically complex organizations with legacy systems, multiple business units, and competing priorities.
Most customer experience work fails because it focuses on the wrong things. Organizations spend time on journey maps and design systems while ignoring the fundamental question: does the leadership team have the capability to make this happen?
We start with leadership. We help teams understand what good customer experience looks like, what's required to deliver it, and how to build the organizational capability to sustain it.
We don't believe in templates or best practices imported from other companies. Every organization has different customers, different constraints, and different cultures. Our job is to help you figure out what makes sense for your situation.
Our Team
Our team combines deep expertise in customer experience strategy with practical experience leading large-scale organizational change. We've worked directly in the roles we advise on—running customer experience functions, leading 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 how we approach every engagement.
The BPG operates with more than 40 global affiliates across all continents with more than 140,000 CEMMethod licensed practitioners.
Experience
We've worked with organizations 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.