Certified Process Professional Programme
The globally accredited qualification for professionals who need to practically understand process and customer centricity, harness the power of process, and become guides and coaches for their organizations.
Launched in London in 2006. Now licensed in 140+ countries with more than 145,000+ people qualified in the CEMMethod.
Get Certified. Get Accredited. Get Noticed.
Why Choose BP Group?
Advancing your career and organization's success begins with the right certification. At BP Group and affiliates, we provide more than just skills—we give you a distinct competitive advantage.
Global Recognition
Externally evaluated by qualified Coaches and moderated by the Process Management Institute (PMI) and Academy of Customer Experience (ACE). Recognized across 140+ countries.
Active Community
Join 145,000+ qualified professionals. Access graduation events, active alumni membership, and a cohesive community of ambitious business transformation advocates.
Proven Framework
Based on the CEMMethod—30+ years of practical experience and research. Deployed at Disney, Google, Virgin, Amazon, and other industry leaders.
Certification Levels
Four proficiency levels, each building on the other. Organizations should ultimately have CPP Coaches who can be licensed to upskill their companies and partners.
CPP Professional
2-3 Days
Foundation level. Master core process and customer centricity principles. Learn to organize around customer-centric principles and become a guide for your organization.
CPP Master
3-4 Days
Advanced practitioner. Deep dive into customer categorization, outside-in strategic matrix, and process diagnostics. Apply the ABACUS Framework and Customer Performance Landscape.
CPP Champion
5 Days
Organizational transformation leadership. Drive enterprise-wide process excellence and customer experience transformation. Lead strategic initiatives and change management.
CPP Coach
Licensed
Licensed to deliver. Certified to upskill companies and partners in the CEMMethod. Build internal capability and maintain process excellence standards.
CPP Master Course Content
Real-world leadership with real-world impact. Our modules are delivered by experienced, internationally recognized Coaches and process experts who bring cutting-edge insights to every session.
Customer Categorization (CCAT)
Understand different customer types and establish structures to categorize and prioritize them. Align processes strategically and operationally to real customer needs.
Outside-In Strategic Matrix (OISM)
Frame your current process state against the future customer experience. Shift organizational focus toward customer-centricity with proven models.
Successful Customer Outcome Canvas (SCOC)
Build clear pictures of customer needs measured against the triple crown. Reveal operational and customer needs even when they don't know them.
CX Innovation & Triple Crown
Learn structured techniques that produce double-digit cost reductions, service improvements, and revenue growth simultaneously through outside-in innovation.
The Disruption Factor
Measure and justify improvement size based on causes of work. Demonstrate percentage improvements directly correlating with revenue growth, cost reduction, and service enhancement.
Customer Performance Landscape (CPL)
Connect business outcomes, customer outcomes, outputs, activities, and interactions. Provide line of sight from strategic objectives to daily operational activities.
Additional modules cover CX/Process Diagnostics, Customer Experience Lifecycle (ABACUS Framework), CX Dashboard design, North Star Alignment, and the Transformation Launch Pad framework.
Unique Approach
Microlearning
Rapidly absorb lessons and use them in daily practice through a distinct microlearning approach that breaks down detailed material into short segments. Easy to incorporate into your schedule.
Flexible Delivery
Designed to fit your needs. Learn online at your own pace, interact with others in virtual sessions, or participate in traditional classroom environments—you control your learning journey.
Regular Updates
Content regularly updated to reflect latest industry practices and research. Stay current with evolving approaches to process excellence and customer experience.
Hands-On Practice
Apply frameworks to your own organizational challenges through structured exercises. Emerge with concrete tools and techniques you can implement immediately.
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)
Programme Benefits
Master practical process and customer centricity frameworks used by 145,000+ professionals
Learn to deliver the "Triple Crown"—simultaneously reduce costs, increase revenues, and improve service
Access to the CEMMethod—20+ years of research with Disney, Google, Amazon, Virgin, and other leaders
Join a global community across 140+ countries with active alumni membership
Externally evaluated by qualified Coaches and moderated by PMI and Academy of Customer Experience
Flexible learning formats: online self-paced, interactive online, or traditional classroom
Who Should Attend
Designed for professionals who need to understand and implement process excellence and customer-centric principles. Relevant for business transformation leaders, process improvement specialists, customer experience managers, and operational excellence professionals.
Ideal for consultants, change managers, Lean Six Sigma practitioners, and anyone responsible for driving organizational transformation and customer experience improvement.
Organizations deploy CPP when they need systematic approaches to organize around customer needs, achieve operational excellence, and build internal capability for sustained transformation.
The BP Group Difference
Established Expertise
Delivered by BP Group (established 1992) and 40+ global partners. Over 30 years of practical experience in customer experience and business transformation across industries and geographies.
Cost-Effective Excellence
Premium certification at competitive investment. Includes Learning Management System (LMS) access, graduation events, and lifetime alumni membership benefits.
Cohesive Community
BP Group is an energized, cohesive community of ambitious business transformation advocates. Positioned at the cutting edge of innovation and change, with strong coaching and mentorship support.
Practical Application
Not just theory—learn frameworks and tools that work in real organizations. Our alums frequently highlight the immediate applicability of CPP concepts to their daily work.