The CEMMethod
The foundational framework underpinning all BP Group programmes. A structured approach to customer experience management, organizational governance, and executive decision-making.
Developed through 20+ years of empirical research with category leaders. Proven at scale with 145,000+ professionals across 140+ countries.
What is the CEMMethod?
The CEMMethod is an empirically-derived framework for managing customer experience at enterprise scale. It provides structured decision frameworks, governance mechanisms, and process excellence principles that reduce operational risk and improve customer outcomes.
Unlike theoretical models or generic best practices, the CEMMethod codifies what actually works in complex organizations under real-world constraints. It addresses the gap between strategic intent and operational reality.
Built on evidence, not opinion
The framework emerged from direct observation of how leading organizations make decisions about customer experience. It captures the judgment frameworks, escalation protocols, and accountability structures that distinguish high-performing companies from those that struggle with execution.
Version 16 represents the current codification of these practices, refined through continuous deployment and validation across industries and geographies.
Core Components
The CEMMethod addresses four fundamental challenges that cause customer experience initiatives to fail: poor decision logic, unclear accountability, misaligned incentives, and weak governance.
Customer-back decision logic
Structured frameworks for evaluating trade-offs from customer impact backward. Surfaces hidden consequences before they materialize in operations or reputation.
Cross-functional accountability
Clear ownership and escalation paths for decisions affecting customer outcomes. Reduces siloed optimization and coordination failures across business units.
Incentive alignment
Consistent reward structures that reinforce long-term customer value over short-term functional metrics. Reduces gaming, distortion, and unintended consequences.
Governance frameworks
Validation through demonstrable improvements in decision quality and risk reduction on actual enterprise matters. Evidence-based approach to organizational capability.
Why organizations adopt the CEMMethod
Strategic misalignment
Leadership teams set customer-centric strategies but struggle to translate them into operational decisions. Functional silos optimize for local metrics while customer outcomes deteriorate.
The CEMMethod provides structured frameworks that connect strategy to execution, ensuring decisions at all levels consider customer impact systematically.
Governance gaps
Boards and executive committees lack visibility into customer-related risks until they materialize. Escalation paths are unclear and challenge quality is inconsistent.
The framework establishes clear oversight mechanisms, escalation protocols, and accountability structures that reduce exposure to reputational and regulatory risk.
Execution failures
Transformation initiatives launch with enthusiasm but fail to deliver sustained improvements. Root causes go unaddressed and the organization reverts to previous patterns.
CEMMethod deployment builds internal capability through structured certification and practical application, creating sustained change rather than temporary projects.
Capability gaps
Organizations hire consultants repeatedly for the same types of work because internal teams lack frameworks and judgment disciplines to tackle complex challenges independently.
The certification programmes build permanent internal capability, reducing dependence on external support and improving organizational resilience.
Applications and Programmes
The CEMMethod is applied through structured programmes designed for different organizational needs and levels of authority. All programmes share the same foundational framework but address distinct challenges.
ACX Programme
Governance framework for customer-related decisions at board and executive level. Reduces execution risk and strengthens oversight.
Learn more →CPP Programme
Process excellence and customer centricity certification. Builds organizational capability for sustained transformation.
Learn more →Executive Transformation
Bespoke programmes for leadership teams requiring structured approaches to customer experience strategy and organizational change.
Learn more →Organizations typically begin with executive workshops to establish shared understanding, then deploy certification programmes to build systematic capability across leadership and operational teams.
Framework Evolution
Founded on empirical research with category leaders since 2002
Developed through engagements with Disney, Google, Virgin, Amazon, and other industry leaders
Currently at Version 16, reflecting continuous refinement based on real-world deployment
Deployed by 145,000+ professionals across 140+ countries
Validated through actual enterprise decisions and documented outcomes
Moderated by the Process Management Institute (PMI) and Academy of Customer Experience (ACE)
Explore the CEMMethod framework in detail at the CEMMethod Guide.
The Triple Crown
A core principle of the CEMMethod is that organizations should not have to choose between cost reduction, revenue growth, and service quality improvement. The framework enables all three simultaneously through systematic process redesign and customer-back decision logic.
This "Triple Crown" outcome is achieved by eliminating waste that customers don't value, redirecting resources to moments that matter, and designing experiences that reduce both organizational cost and customer effort.
Organizations implementing the CEMMethod consistently report double-digit improvements across all three dimensions within 12-18 months of structured deployment.
Who should engage with the CEMMethod
The framework is relevant for executives with accountability for customer outcomes, operational risk, or organizational transformation. This typically includes board members, C-suite executives, functional leaders, and senior managers responsible for significant customer-facing operations.
Organizations engage with the CEMMethod when customer-related decisions represent material risk, when transformation initiatives require systematic capability building, or when governance structures need strengthening around customer experience and operational excellence.
The framework is equally applicable to private sector organizations pursuing competitive advantage and public sector organizations seeking to improve service delivery under resource constraints.