ACX Champion® Programme
A 3-day programme that builds Outside-In capability and oversight at board and ExCo level—strengthening challenge quality, accountability structures, and cross-functional coordination on customer outcomes.
The enterprise capability tier of the ACX architecture. Deployed with board directors, risk officers, and senior transformation leaders across 140+ countries. Built on 20+ years of empirical research with category leaders.
Outside-In. Oversight. Accountability at scale.
The ACX Champion® is the third level in the ACX certification architecture. Where ACXM develops strategic judgment, ACXC builds the institutional structures and Outside-In disciplines that make customer centricity a durable organisational capability rather than a leadership initiative.
ACX Champions are equipped to design and deploy oversight frameworks, accountability structures, and escalation disciplines that give boards genuine visibility into customer-related outcomes—and the confidence to challenge at the highest levels.
Accreditation is based on demonstrated improvements in customer-centric decision-making in the participant's actual organisation. Assessment focuses on decision discipline, escalation effectiveness, and measurable impact on customer outcomes.
Who is it for?
The ACXC® is designed for executives and board-level leaders with accountability for customer outcomes, strategic oversight, and enterprise-wide capability development.
Board Directors and NEDs
Non-executive directors and board members who need robust frameworks for challenging and overseeing customer-related risk and strategy.
Chief Risk and Compliance Officers
Executives with enterprise risk accountability who need to integrate Outside-In customer centricity into existing risk management and oversight frameworks.
Transformation Programme Leaders
Senior leaders accountable for enterprise CX transformation who need the structural foundations to make customer-centric change durable rather than episodic.
ACXM Graduates
ACX Master graduates ready to develop board-level capability and take accountability for enterprise-wide Outside-In deployment and oversight structures.
Day 1
Outside-In Foundations
The Champion Role: Outside-In Leadership and Oversight
Defining the ACX Champion's accountability within the enterprise. The distinction between operational CX management and strategic Outside-In leadership—and why organisations need both.
Board-level CX Oversight Frameworks
Structuring customer-outcome accountability at ExCo and board level. How to design oversight mechanisms that give boards genuine visibility into CX risk and performance.
Enterprise Risk and Customer Outcomes
Mapping customer-related risk across the enterprise. Identifying where accountability gaps, siloed optimisation, and incentive misalignment create material exposure.
Challenge Quality and Escalation Discipline
Developing the frameworks for rigorous challenge at senior levels. How to escalate CX issues with the evidence quality and decision language that board and ExCo audiences require.
Cross-functional Coordination: Closing the Gaps
Designing accountability structures that prevent siloed decision-making from undermining customer outcomes. Practical tools for cross-functional alignment at scale.
Day 2
Architecture & Simulation
Outside-In Architecture: Design and Deployment
Building the institutional structures—committees, reporting lines, review cycles—that embed Outside-In thinking into regular organisational routines rather than one-off initiatives.
Advanced Tool Application: RAG, North Star, Strategic Matrix
Deep application of CEMMethod® tools in Champion-level contexts. Live exercises against participant organisations with focus on enterprise-wide deployment.
Champion Simulation: Outside-In Under Pressure
Facilitated simulation placing participants in scenarios where Outside-In principles are challenged by short-term pressure. Practice sustaining customer-centric discipline at board and ExCo level.
Regulatory Context and Reputational Risk
Integrating Outside-In customer centricity with regulatory compliance and reputational risk management. How the Champion role strengthens the organisation's position with regulators and the public.
Day 3
Deployment & Accreditation
Building the CX Business Case
Constructing the evidence-based case for customer-centric transformation. Connecting customer outcome improvements to financial performance, risk reduction, and long-term enterprise value.
Champion Deployment: Embedding in Practice
Planning the deployment of ACX Champion capability within the participant's organisation. Identifying the structures, roles, and routines that need to change to sustain Outside-In thinking.
Pathway to ACX Mentor and Advisor
Overview of the Mentor and Advisor levels. How Champion capability creates the platform for enterprise-wide CX deployment and ongoing development currency.
Accreditation and Next Steps
Pathway to ACXC® accreditation. Assignment briefing, validation criteria, and the roadmap to deploying Champion Outside-In capability inside the participant's actual organisation.
What you will be able to do
On completion of the ACX Champion® programme and accreditation, executives have the Outside-In frameworks and structures to drive board-level oversight of customer outcomes.
Design and deploy board-level oversight frameworks for customer outcomes and CX performance
Structure escalation and challenge disciplines that work at ExCo and senior committee level
Build cross-functional accountability structures that prevent siloed optimisation
Integrate Outside-In customer centricity with regulatory compliance and enterprise risk management
Construct evidence-based cases for customer-centric transformation with financial and strategic framing
Embed Outside-In routines that sustain customer centricity without external dependency
Format
Three intensive days. Available as open cohort sessions or as an in-house programme customised for your organisation, sector, and regulatory context.
Accreditation
Based on demonstrated improvements in Outside-In decision-making in the participant's actual organisation. Validation focuses on decision discipline and measurable impact on customer outcomes—not simulations.
Enterprise Deployment
Available as organisation-wide deployment or cross-industry executive cohorts. Customised to regulatory context and strategic priorities.
The ACX certification pathway
ACXC is the third level in a structured progression from foundational CX practice to enterprise-wide Outside-In capability deployment.
1–2 Days
2 Days
3 Days
This programme
2 Days
Annual 1 Day
The ACXA® Advisor runs annually across all levels and maintains currency with the latest CEMMethod® version releases.
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)
Framework foundation
The ACXC® programme is underpinned by the CEMMethod®—initially developed in 2002–05 with companies including Virgin, Google, and Amazon. Now in version 16, it codifies the Next Practices of the world's leading exponents of customer centricity.
Delivered by BP Group (est. 1992) and 40+ global partners across open and in-house formats.