ACX Programme
A governance framework for customer-related decisions. Reduces execution risk, strengthens board-level oversight, and improves decision quality across the enterprise.
Deployed at Disney, Google, Virgin, Amazon, and 145,000+ professionals across 140+ countries. Based on the CEMMethod—empirical research with category leaders since 2002.
CX Outcomes, risk and governance
Poor customer outcomes rarely result from intent. They emerge from siloed decisions, misaligned incentives, and governance gaps. ACX provides structured frameworks that reduce customer-related risk and strengthen executive oversight.
Execution risk
Reduce delivery failures caused by functional misalignment and unclear accountability. Establish consistent decision logic across business units.
Reputational exposure
Mitigate customer harm from short-term optimization and siloed thinking. Improve escalation clarity and challenge quality at ExCo and board level.
Strategic blind spots
Surface hidden trade-offs and unintended consequences. Enable better decisions under pressure through disciplined frameworks.
Programme architecture
Structured progression from operational decision-making to enterprise governance. Companies requiring operational control deploy ACX Mentors to embed frameworks across the organisation.
1-2 Days
Core decision frameworks and escalation protocols. Establishes consistent judgment standards across operational management.
2 Days
Strategic trade-off management. Equips executives to make complex resource allocation decisions with clarity on customer impact.
3 Days
Governance and oversight capability. Strengthens board-level challenge, accountability structures, and cross-functional coordination.
2 Days
Internal governance embedding. Licensed to deploy decision frameworks and maintain consistent standards across the enterprise.
Annual 1 Day
Continuous governance evolution. Maintains currency with emerging risk patterns and decision methodologies from peer organizations.
ACX Master Open Sessions
ACX Master is available through open cohort sessions for individual professionals and small teams. Sessions provide in-person or virtual delivery formats across multiple locations.
Designed for senior CX leaders, transformation leads, and executives with accountability for customer-related outcomes and governance quality.
Executive Workshop
High-value executive workshop designed for leadership teams ready to transform customer experience strategy into operational reality. This is not a lecture—it's a hands-on, sleeves-rolled-up working session that produces actionable frameworks and implementation plans.
Available as half-day or full-day formats. Delivered onsite at your location or offsite for strategic focus away from day-to-day operations.
Framework foundation
ACX is built on the CEMMethod—a framework representing 20+ years of empirical research with Virgin, Google, Amazon and other category leaders. Version 16 codifies decision frameworks and control mechanisms that reduce customer-related risk at scale.
Customer-back decision logic
Structured frameworks for evaluating trade-offs from customer impact backward. Surfaces hidden consequences before they materialize.
Cross-functional accountability
Clear ownership and escalation paths for decisions affecting customer outcomes. Reduces siloed optimization and coordination failures.
Incentive alignment
Consistent reward structures that reinforce long-term customer value over short-term functional metrics. Reduces gaming and distortion.
Applied governance
Validation requires demonstrable improvements in decision quality and risk reduction on actual enterprise matters.
Learn more about the foundational framework underpinning all BP Group programmes.
Explore the CEMMethod →Interactive guide available at the CEMMethod Guide.
Participant Perspectives
The programme highlighted the link between customer experience and internal process discipline. It reinforced that sustainable experience improvement depends on how organisations design and govern their operating decisions, not surface-level innovation.
Customer Experience Designer, Financial Services (South Africa)
The sessions delivered clear outcomes against a critical customer experience priority. They enabled focused collaboration and produced tangible outputs while maintaining strong engagement across the team.
Head of Commercial Change Strategy, Banking (North America)
The programme materially changed how I approach improvement and prioritisation. It provided a structured way of thinking that could be applied immediately to real business challenges.
Vice President, Client Experience Process Improvement, Global Bank (United States)
The programme reshaped how teams measure, collaborate, and make decisions with the customer in mind. It established a more consistent and disciplined approach across functions.
Head of Operational Analytics and Data Management, Media & Entertainment (South Africa)
The learning approach is grounded in real-world application and current case material. Each engagement demonstrated clear improvement in both content and practical relevance.
Director, Business Transformation, Professional Services (Saudi Arabia)
Governance outcomes
Reduced execution risk through consistent decision frameworks and clear accountability
Improved board-level challenge and escalation clarity on customer-related matters
Lower reputational exposure from siloed optimization and short-term thinking
Structured judgment under uncertainty—disciplined trade-off management across functions
Demonstrable governance improvements validated through actual enterprise decisions
Access to 145,000+ practitioners deploying identical control frameworks globally
Deployment model
Applied to actual decisions
Frameworks deployed on live strategic matters and operating decisions. Validation based on documented improvement in decision quality and risk reduction—not simulations.
Flexible integration
Structured for executives with governance and oversight responsibilities. Delivered as intensive sessions, distributed modules, or embedded within existing governance routines.
Enterprise or cohort deployment
Available as organization-wide control implementation or cross-industry executive cohorts. Enterprise programmes customized to regulatory context and board priorities.
Governance validation
Assessment focuses on decision discipline, escalation effectiveness, and measurable risk reduction in customer-related matters at board and ExCo level.
Governance audience
Designed for executives accountable for enterprise risk, governance quality, and strategic oversight. Participants typically hold board positions, ExCo seats, or direct enterprise-level control functions.
Relevant for non-executive directors, chief risk officers, audit committee members, and functional executives responsible for customer-related regulatory compliance, reputational risk, and operational resilience.
Organizations deploy ACX when customer-related decisions represent material risk exposure—when governance gaps, siloed incentives, or unclear accountability threaten regulatory standing, reputation, or long-term value.