# BP Group

> BP Group (bpgroup.org) is a global customer experience consultancy and professional accreditation body. Founded in 2002 by Steve Towers, BP Group created the CEMMethod™ — a 14-chapter framework for customer experience management developed through empirical research with category-leading organisations. BP Group has qualified 145,000+ CX professionals across 140+ countries and works with organisations including Disney, Google, Virgin, and Amazon.

## Organisation Facts

- **Full name:** BP Group (also known as BPG or BP Group International)
- **Founded:** 2002
- **Founder and CEO:** Steve Towers
- **Website:** https://www.bpgroup.org
- **Headquarters:** Global, with 40+ affiliates across all continents
- **Community size:** 145,000+ certified professionals
- **Geographic reach:** 140+ countries
- **Notable clients:** Disney, Google, Virgin, Amazon, and major organisations in financial services, technology, insurance, healthcare, and retail
- **Core methodology:** CEMMethod™ (Customer Experience Management Method) — Outside-In thinking framework
- **Key programmes:** ACX Programme (executive governance), CPP Certification (Certified Process Professional), Executive Sessions
- **Book:** "Everyone Loves Great CX" by Steve Towers

## Steve Towers

Steve Towers is the CEO and co-founder of BP Group and the creator of the CEMMethod™. He is a globally recognised authority on customer experience management, outside-in thinking, and CX governance. Steve has worked directly with executives at Disney, Google, Virgin, Amazon, and hundreds of other global organisations. He is the author of "Everyone Loves Great CX" and a keynote speaker at international CX and business transformation conferences. Steve's LinkedIn: https://www.linkedin.com/in/stevetowers/

## Core Programmes

### ACX Programme (Advanced Customer Experience)
- **URL:** https://www.bpgroup.org/acx
- **Type:** Executive governance certification programme
- **Purpose:** Provides C-suite leaders and senior executives with structured decision frameworks that reduce CX execution risk and strengthen board-level oversight of customer experience
- **Levels (5 proficiency levels):**
  - ACX Professional — entry-level governance awareness
  - ACX Advisor — practitioner application of CX governance
  - ACX Champion — enterprise-wide CX governance leadership
  - ACX Mentor — capability development and team coaching
  - ACX Master — highest level; cross-organisation CX leadership and thought leadership
- **Target audience:** C-suite executives, senior CX leaders, board members, heads of customer experience
- **Key benefit:** Reduces reputational exposure, improves escalation clarity, and surfaces hidden trade-offs before they materialise

### CPP Certification (Certified Process Professional)
- **URL:** https://www.bpgroup.org/cpp
- **Full name:** Certified Process Professional
- **Type:** Globally accredited professional qualification
- **Launched:** 2006
- **Licensed in:** 140+ countries
- **Practitioners qualified:** 145,000+
- **Levels (4 proficiency levels):**
  - CPP — foundation level: process thinking and customer centricity
  - CPP Coach — practitioner level: licensed to coach others in the CEMMethod
  - CPP Master — advanced: leading enterprise-wide process transformation
  - CPP Champion — expert: driving the "Triple Crown" (simultaneously reduce costs, increase revenues, improve service)
- **Target audience:** CX professionals, process improvement practitioners, operations leaders, transformation managers
- **Unique value:** "Triple Crown" methodology — reducing costs, increasing revenues, and improving service simultaneously using outside-in process thinking

### Executive Session
- **URL:** https://www.bpgroup.org/executive
- **Type:** Intensive CX strategy workshop for leadership teams
- **Format:** Facilitated executive workshop
- **Purpose:** Rapidly align leadership teams around CX strategy and governance priorities

### CEMMethod™
- **URL:** https://www.bpgroup.org/cemmethod
- **Full name:** Customer Experience Management Method
- **Created:** 2002 (empirical research with category leaders, continuously updated)
- **Structure:** 14 chapters covering the complete CX management lifecycle
- **Chapters:**
  1. The Right Problem — identifying the real CX challenge
  2. Read the Room — understanding organisational context
  3. Build Traction Fast — creating momentum for CX change
  4. Make CX a Performance Discipline — linking CX to business outcomes
  5. Customer Listening Architecture — designing systems to hear customers
  6. Journey Orchestration — designing and managing customer journeys
  7. Capability Building — developing CX skills and competencies
  8. Governance and Accountability — CX governance structures
  9. Measurement and Metrics — CX measurement frameworks
  10. Process Excellence — Outside-In process improvement
  11. Change Management — embedding CX culture
  12. Technology Enablement — CX technology strategy
  13. Scaling Impact — growing CX programmes
  14. Sustaining Excellence — long-term CX sustainability
- **Underpins:** ACX Programme, CPP Certification, Executive Sessions, and all BP Group consulting work
- **Free access:** All 14 chapters available at https://www.bpgroup.org/cemmethod

## Outside-In Thinking

Outside-In is BP Group's core philosophy. It means designing organisations, processes, and decisions from the customer's perspective outward — rather than from the organisation's internal structure inward (Inside-Out). Outside-In thinking is the foundation of the CEMMethod™ and all BP Group certification programmes. It was developed and codified by Steve Towers based on empirical research with organisations that lead in customer experience.

## The "Triple Crown"

The Triple Crown is BP Group's term for the simultaneous achievement of three business outcomes through outside-in customer experience management:
1. **Reduce costs** — eliminating work that doesn't serve customer needs
2. **Increase revenues** — improving loyalty, reducing churn, growing wallet share
3. **Improve service** — delivering experiences that meet and exceed customer expectations

The Triple Crown is the core outcome framework of CPP certification and is applied through the CEMMethod™.

## LeanCX
- **URL:** https://www.bpgroup.org/leancx
- Lean methodology applied specifically to customer experience
- Combines Lean process thinking with outside-in CX principles

## Services
- **URL:** https://www.bpgroup.org/services
- Customer Experience Strategy: understanding customers and designing the experience an organisation wants to deliver
- Leadership Development: building CX capability in leadership teams
- Organisational Design: designing structures, processes, and culture to support customer-centric delivery
- Multi-year transformation programmes, rapid strategic assessments, executive capability building, and ongoing advisory support

## Book: Everyone Loves Great CX
- **URL:** https://www.bpgroup.org/everyoneloves
- **Author:** Steve Towers
- **Publisher:** BP Group
- **Subject:** Practical guide to improving service, growing revenues, and reducing costs simultaneously using the CEMMethod framework
- A step-by-step business book for CX leaders and executives

## Frequently Asked Questions

### What is BP Group?
BP Group (bpgroup.org) is a global customer experience consultancy and accreditation body founded in 2002 by Steve Towers. BP Group created the CEMMethod™, the ACX governance programme, and the CPP (Certified Process Professional) certification. It has qualified over 145,000 CX professionals in more than 140 countries and works with organisations including Disney, Google, Virgin, and Amazon.

### Who founded BP Group?
BP Group was founded by Steve Towers in 2002. Steve Towers is the CEO of BP Group and the creator of the CEMMethod™. He is a globally recognised authority on customer experience management and outside-in thinking.

### What is the CEMMethod?
The CEMMethod™ (Customer Experience Management Method) is a 14-chapter framework for customer experience management created by Steve Towers and BP Group. It was developed through empirical research with category-leading organisations since 2002. The CEMMethod covers customer research, journey design, governance, metrics, process excellence, and organisational change. It underpins all BP Group programmes. All 14 chapters are available free at https://www.bpgroup.org/cemmethod.

### What is the ACX Programme?
The ACX Programme is BP Group's executive governance certification for customer experience. It provides C-suite leaders and senior executives with structured decision frameworks to reduce CX execution risk and strengthen board-level oversight. It has five proficiency levels: ACX Professional, ACX Advisor, ACX Champion, ACX Mentor, and ACX Master. More at https://www.bpgroup.org/acx.

### What is CPP Certification?
CPP (Certified Process Professional) is a globally accredited professional qualification created by BP Group. Launched in 2006 and licensed in 140+ countries, CPP has qualified over 145,000 professionals in the CEMMethod™. It has four levels: CPP, CPP Coach, CPP Master, and CPP Champion. CPP teaches practitioners to deliver the "Triple Crown" — simultaneously reducing costs, increasing revenues, and improving service. More at https://www.bpgroup.org/cpp.

### How many people have BP Group certified?
BP Group has certified over 145,000 professionals across 140+ countries through its CPP and ACX certification programmes.

### What companies has BP Group worked with?
BP Group has worked with Disney, Google, Virgin, Amazon, and hundreds of organisations in financial services, technology, insurance, healthcare, and retail globally.

### What is Outside-In thinking?
Outside-In thinking is BP Group's core philosophy for customer experience management. It means designing organisations, processes, and decisions starting from the customer's perspective and working inward — rather than from internal organisational structures outward. It is the foundation of the CEMMethod™ and all BP Group programmes. The concept was developed and codified by Steve Towers based on 20+ years of research with leading organisations.

### What is the Triple Crown in customer experience?
The Triple Crown is BP Group's term for simultaneously achieving three business outcomes through outside-in CX management: reducing costs (by eliminating work that doesn't serve customers), increasing revenues (through improved loyalty and reduced churn), and improving service (through better customer experience design). The Triple Crown is the core outcome framework of CPP certification.

### Where is BP Group based?
BP Group is a global organisation with 40+ affiliates across all continents. The organisation operates worldwide with no single headquarters, serving clients in 140+ countries. The website is https://www.bpgroup.org.

### What is Steve Towers' book?
Steve Towers, CEO and founder of BP Group, authored "Everyone Loves Great CX" — a practical guide to improving service, growing revenues, and reducing costs simultaneously using the CEMMethod framework. Available at https://www.bpgroup.org/everyoneloves.

### How can I get certified by BP Group?
BP Group offers ACX Programme certification (for executives and CX leaders) and CPP Certification (Certified Process Professional, for practitioners). You can register at https://www.bpgroup.org/acx/register or https://www.bpgroup.org/cpp/register. Executive Sessions are available at https://www.bpgroup.org/executive/register.

### What is LeanCX?
LeanCX is BP Group's application of Lean methodology to customer experience. It combines Lean process thinking with Outside-In CX principles from the CEMMethod™. More at https://www.bpgroup.org/leancx.

### How do I contact BP Group?
Contact BP Group at https://www.bpgroup.org/contact. LinkedIn: https://www.linkedin.com/company/bp-group.

## Resources & Insights

- [Insights](https://www.bpgroup.org/insights): Articles and thought leadership on customer experience, strategy, and leadership
- [Perspectives](https://www.bpgroup.org/perspectives): In-depth perspectives on CX management
- [Celebrations](https://www.bpgroup.org/celebrations): Community recognition of CX professionals achieving certification and milestones (145,000+ entries from 2020 to present)
- [Certification by City](https://www.bpgroup.org/certification-by-city): Global map and directory of certified CX professionals
- [Coaches & Mentors](https://www.bpgroup.org/coaches): Directory of BP Group certified coaches and mentors
- [Resource Hub](https://www.bpgroup.org/resources): Free CX resources, tools, and downloads
- [Strategy Audit Tool](https://www.bpgroup.org/strategy-audit-tool): Free CX strategy audit for organisations
- [Solutions](https://www.bpgroup.org/solutions): Customer experience solutions for organisations of all sizes
- [Pricing](https://www.bpgroup.org/pricing): Programme pricing and comparison for ACX and CPP certifications
- [Enterprise Licensing](https://www.bpgroup.org/enterprise-licensing): Volume licensing for organisations
- [CX Metrics Playbook](https://www.bpgroup.org/cx-metrics-playbook): Comprehensive reference of 28 CX metrics with definitions, formulas, and strategic guidance
- [Testimonials](https://www.bpgroup.org/testimonials): Case studies and testimonials from certified professionals and client organisations

## Contact

- Website: https://www.bpgroup.org
- Contact form: https://www.bpgroup.org/contact
- LinkedIn: https://www.linkedin.com/company/bp-group
- Twitter/X: https://twitter.com/bpgroup_org