Question 1

What is BP Group?

Accepted Answer

BP Group is a global customer experience consultancy and accreditation body. We help C-suite executives and senior leaders build better customer experiences through the CEMMethod framework, ACX governance programme, and CPP professional certification. Our frameworks have been deployed at organisations including Disney, Google, Virgin, and Amazon, with over 145,000 professionals certified across 140+ countries.

Question 2

What is the CEMMethod?

Accepted Answer

The CEMMethod (Customer Experience Management Method) is an empirically developed framework built from research with category-leading organisations since 2002. It covers 14 interconnected disciplines including customer research, journey design, metrics, governance, and organisational change. It forms the foundation for both the ACX and CPP programmes.

Question 3

What is the ACX Programme?

Accepted Answer

The ACX Programme is an executive governance framework for customer experience. It provides C-suite and board-level leaders with decision frameworks that reduce CX execution risk and strengthen organisational oversight. There are five proficiency levels: ACX Professional, ACX Advisor, ACX Champion, ACX Mentor, and ACX Master.

Question 4

What is the CPP Certification?

Accepted Answer

The CPP (Certified Process Professional) is a globally accredited professional qualification for practitioners in customer experience, operations, and organisational change. It has four proficiency levels and is recognised worldwide. Over 145,000 professionals across 140+ countries hold CPP certification.

Question 5

Who is BP Group's work suitable for?

Accepted Answer

BP Group works with two main audiences: senior leaders and C-suite executives who need governance frameworks for customer experience (ACX Programme), and customer experience practitioners and operational professionals who need practical skills and certification (CPP). Industries served include financial services, technology, insurance, healthcare, and retail.

Question 6

How can organisations improve customer experience?

Accepted Answer

BP Group's approach to improving customer experience involves three interconnected areas: customer experience strategy (understanding customers and designing the experience you want to deliver), leadership development (building capability in leadership teams), and organisational design (aligning structures, processes, and culture). This is underpinned by the CEMMethod framework, developed from research with organisations that lead in customer experience.

Question 7

What is customer experience governance?

Accepted Answer

Customer experience governance is the systematic approach to managing CX decisions at board and executive level. It involves establishing clear accountability, decision frameworks, metrics, and oversight processes so that customer experience improvements are sustained and strategically aligned. BP Group's ACX Programme specifically develops this governance capability in senior leadership teams.

"You have got to start with the Customer Experience and work backwards to the Technology, not the other way around"— Steve Jobs

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