Everyone Loves
Great CX
Your Customer Experience Playbook
The practical guide to improving service, growing revenues, and reducing costs -- all at the same time. Built on 20+ years of the CEMMethod framework.
Available now in paperback and digital formats
"Everyone Loves Great CX" is now available on Amazon — order your copy today.
Order NowAbout the Book
Most organizations know customer experience matters. Few know how to make it work. "Everyone Loves Great CX" bridges the gap between intent and execution with a clear, structured playbook grounded in the CEMMethod framework.
Steve Towers draws on over two decades of work with category-leading organizations -- from Disney and Amazon to Virgin and Google -- to deliver a practical guide that any leader can pick up and start applying immediately.
This is not theory. It is a field-tested approach to delivering the Triple Crown: improving service, growing revenues, and reducing costs simultaneously.
Get Your Copy on AmazonThe Four Pillars
Improve Service
Practical frameworks for designing and delivering experiences that customers actually value.
Grow Revenues
Connect customer experience directly to commercial outcomes with measurable impact.
Reduce Costs
Eliminate waste and inefficiency by fixing the processes that cause poor experiences.
Win the Triple Crown
Achieve all three simultaneously through structured outside-in thinking and the CEMMethod.
Who This Book Is For
CX leaders looking for a structured, proven approach
Executives who need CX to deliver measurable business results
Process professionals building customer-centric operations
Teams transitioning from reactive to proactive experience management
Anyone starting their customer experience journey
About the Author
Steve Towers is the founder of BP Group and creator of the CEMMethod framework. Over the past 20+ years, he has worked with organizations in 140+ countries, qualifying 145,000+ professionals in customer experience management and process excellence.
His work underpins the ACX governance programme and CPP certification -- the global standards for customer experience leadership.
Great CX is not a department. It is a discipline. This book shows you how to build it.