Question 1

Who are BP Group programmes for?

Accepted Answer

BP Group serves two main audiences. The ACX programme is designed for senior CX leaders, heads of transformation, and C-suite executives accountable for customer outcomes. CPP (Certified Process Professional) is designed for practitioners working in CX, operations, process, and service design — from individual contributors through to internal coaches. Both pathways suit people inside large organisations (banks, insurers, telcos, media, public sector) as well as independent consultants.

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 and is free to read online.

Question 3

What is the difference between ACX and CPP?

Accepted Answer

CPP is a practitioner qualification focused on delivering the Triple Crown — lower cost, higher revenue, and better service — through outside-in process and CX design. ACX is a governance credential for leaders and executives, focused on CX strategy, decision frameworks, and board-level oversight. Many organisations pursue CPP for their practitioner teams and ACX for their leadership team.

Question 4

Are the certifications accredited and recognised?

Accepted Answer

Yes. CPP has been independently accredited since 2002, including by PMI (Project Management Institute) and ACE (American Council on Education) for continuing professional development credit. BP Group has qualified 145,000+ professionals across 140+ countries, and the credentials are used by employers and licensees in banking, professional services, telecoms, public sector, and beyond.

Question 5

Are the programmes delivered online, in person, or blended?

Accepted Answer

Most open-enrolment programmes are delivered as live virtual cohorts with self-paced study between sessions. CPP runs as a blended mix of live workshops (virtual or in-person) and online assignments. The CEMMethod is fully self-paced and free to read. Enterprise engagements are typically delivered onsite or in a private virtual room and can be blended with ongoing advisory.

Question 6

What is Outside-In thinking?

Accepted Answer

Outside-In thinking is BP Group’s foundational principle: design organisations, processes, and decisions starting from the customer’s Successful Customer Outcome rather than from internal silos. It is the basis of the CEMMethod and underpins every ACX and CPP programme. In practice it reframes CX from a satisfaction measure into a governance and operating-model discipline.

Question 7

How does an enterprise engagement start?

Accepted Answer

Most enterprise engagements start with a short executive conversation to understand the outcomes you are targeting (growth, cost, service, governance) and your current starting point. That usually leads to either an Executive Session for your leadership team, a Triple Crown Readiness Audit, or a scoped advisory engagement.

Question 8

Do you offer enterprise licensing of the CEMMethod?

Accepted Answer

Yes. Organisations can license the CEMMethod for internal transformation programmes, including customised cohorts for their practitioners and leaders, co-branded materials, and ongoing advisory. Licensed clients in the last decade include major banks, insurers, telcos, automotive groups, and public-sector bodies.

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

Mentoring: The Invisible Architecture of a Meaningful Life

Why I wrote this

Take it deeper

Panel discussion (audio)

Read the full article

What mentoring really is

Belief, before it is earned

A standard, kindly held

A door, quietly opened

The architecture has builders

ACX Mentors & CPP Coaches

ACX & CPP Champions

ACX & CPP Masters

ACX & CPP Professionals

The architecture only stands if we keep building it