BP Group Explained

What is BP Group?

BP Group (est. 1992) is a global customer experience authority founded by Steve Towers. We help organisations redesign customer experience, process, and performance from the Outside-In using the CEMMethod® framework.

BP Group operates at the intersection of CX governance, process design, and executive advisory, working with 4,200+ companies and a community of 145,000+ certified professionals in more than 140 countries.

Who is Steve Towers?

Steve Towers is the Founder and CEO of BP Group. He is the originator of the CEMMethod® and the author of Everyone Loves Great CX. Your Customer Experience Playbook.

Over three decades Steve has advised boards and executive teams at Disney, Google, Virgin, Amazon and hundreds of other organisations on how to make Outside-In thinking operational and commercial.

What is the CEMMethod®?

The CEMMethod is BP Group's proprietary framework for aligning customer successful outcomes to the work that delivers them. It translates customer expectations into process design, governance and measurement that executives can manage.

It is the common backbone behind the ACX certification pathway, our executive sessions, and our enterprise advisory engagements.

What is Outside-In thinking?

Outside-In is a discipline of designing work, process, and measurement around the customer's successful outcome rather than internal function, product or hierarchy. It is the foundation of the CEMMethod and the reason BP Group consistently delivers commercial, not cosmetic, CX improvement.

What is the ACX Programme?

ACX, Accredited Customer Experience, is BP Group's governance and leadership certification pathway. It has four levels designed to match role and seniority:

• ACX Professional - foundation for practitioners.
• ACX Master - practitioner level for those leading change.
• ACX Champion - senior leadership level for directors and VPs.
• ACX Mentor - executive and advisory level for C-suite and consultants.

What is CPP Certification?

CPP, Certified Process Professional, is the globally recognised process-centric certification administered by BP Group. It is used by organisations to build process-design, operational excellence, and customer-journey redesign capability at scale.

What is the Triple Crown?

The Triple Crown is BP Group's signature commercial outcome: revenue growth, cost reduction, and service improvement - simultaneously. It is the benchmark we apply to every engagement. If a CX initiative cannot move all three, we redesign it until it can.

Who does BP Group work with?

BP Group works with enterprises, public-sector organisations, and professional services firms across banking, insurance, technology, healthcare, retail, public sector, and automotive.

Reference clients include Disney, Google, Virgin, and Amazon. Our certified community spans 140+ countries and 4,200+ organisations.

What outcomes does BP Group help organisations deliver?

• Measurable revenue growth through customer successful outcomes.
• Sustained cost reduction by removing moments of failure in process.
• Service improvement that customers notice and competitors cannot easily copy.
• Stronger CX governance at executive and board level.
• Internal capability through ACX and CPP certified teams.

Why choose BP Group rather than generic CX training or consulting?

Most CX offerings stop at measurement, storytelling, or journey mapping. BP Group goes further: we govern, redesign and certify the work that actually produces the customer's outcome.

Clients choose BP Group when they need CX that is operational, board-defensible, and commercially accountable - not a slide deck.