FOR IMMEDIATE RELEASE
18 February 2026
BP Group Launches "Everyone Loves Great CX" — A Practical Customer Experience Playbook Now Available on Amazon
FOR IMMEDIATE RELEASE
18 February 2026
BP Group Launches "Everyone Loves Great CX" — A Practical CX Playbook Now Available on Amazon
UNITED KINGDOM — BP Group, the global leader in customer experience management education and certification, today announces the publication of Everyone Loves Great CX by Steve Towers, now available on Amazon worldwide.
The book delivers a structured, practical playbook for achieving the Triple Crown of customer experience: improving service, growing revenues, and reducing costs — simultaneously.
About the Book
Everyone Loves Great CX is the distillation of more than 20 years of front-line CX transformation work across 140+ countries. Drawing on the CEMMethod framework and real-world engagements with organisations including Disney, Amazon, Virgin, and Google, Steve Towers presents a step-by-step guide that any leader — regardless of industry or organisational size — can pick up and begin applying immediately.
The book addresses the most persistent challenge in customer experience: the gap between intent and execution. While most organisations acknowledge the importance of CX, few have a coherent system for delivering it. Everyone Loves Great CX closes that gap.
"Customer experience is not a department or a campaign — it is the operating system of a modern organisation," said Steve Towers, author and founder of BP Group. "This book gives leaders the tools, language, and structure to build that operating system from the outside in. The results are measurable, replicable, and transformative."
Key Topics Covered
The book is organised around four pillars: improving service through customer-centric process design; growing revenues by connecting experience directly to commercial outcomes; reducing costs by eliminating failure demand and wasteful rework; and winning the Triple Crown — achieving all three simultaneously through structured outside-in thinking.
About the Author
Steve Towers is the founder of BP Group and creator of the CEMMethod, the globally recognised framework for customer experience management. He has personally trained and certified more than 145,000 professionals across 140+ countries through the ACX Governance Programme and CPP Certification. He is a keynote speaker, advisor, and author with a track record spanning three decades of organisational transformation.
About BP Group
BP Group is the world's leading authority on customer experience management. Through the CEMMethod framework, ACX Programme, CPP Certification, and Executive Workshops, BP Group has qualified professionals and transformed organisations across banking, healthcare, government, telecommunications, retail, and professional services worldwide.
Order Everyone Loves Great CX on Amazon: https://www.amazon.com/dp/1919529810/
Media Contact
hello@bpgroup.org
+44 (0) 7429 518277
bpgroup.org
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FOR IMMEDIATE RELEASE
24 February 2025
BP Group Signs New Partnership with ODO, South Africa
London, England February 24, 2025 /PRNewswire/ -- BP GROUP confirms new African Affiliation with ODO
As the Customer Experience continues to capture the attention of global leaders, BP Group, renowned for its business transformation and Outside-In thinking and practice, announced today their official partnership with ODO based in South Africa.
Aloysius Xavior Petersen, ODO Director, confirmed that they had signed the partnership deal with BP Group to serve customers in EMEA seeking to enhance their Customer Experience and Strategic initiatives.
Aloysius Xavior Petersen founded Optimized Designed Operations (ODO) in the first quarter of 2023. ODO is a consulting and training professional services firm that enables organizations to engineer their processes to deliver successful customer outcomes and increase their profit margins.
Aloysius commented, "With over a decade of experience in various disciplines including sales, marketing, and customer experience, I was introduced to the BPGs CEM Methodology (CEMMethod™) in 2018 and then qualified as a Accredited Customer Experience Master® (ACXM®). With ODO, we will bring our in-depth practical experience to clients across EMEA."
Lauren Kay Wilbrink, Head of Business Development EMEA for Optimized Designed Operations (Pty)Ltd (ODO) – Dubai and South African Regions added, "An educated workforce is the key to unlocking Africa's full economic potential and I believe ACX/BP Group is the answer we have been waiting for, as education is the engine of the economy".
Aloysius Xavior Petersen, ODO Director, explained that they decided to partner with BP Group as a global leader in the Customer Experience and Business Process industry with clients in 137 countries and another 49 partners across all continents. "In an interconnected world of increasing choices, meeting demanding customer needs is becoming more challenging. CX is the main differentiator amongst competitors, as your customers expect an ever-improving customer experience."
Aloysius added, "The potential benefits of the partnership will be our incorporation of the CX Next Practice approaches into small, medium and large traditional institutions needing to upskill and meet the increasing challenges of the digital age."
Steve Towers, BP Group CEO, welcomed their newest partners. "Since 1992, we have led the way with the battle-tested proven methods and approaches to help corporations and government institutions realize the benefits of delivering Successful Customer Outcomes."
He added, "We look forward to supporting ODO in bringing progressive approaches to EMEA and beyond. We are pleased to strike this partnership agreement as ODO is active in helping the whole CX community through several associations, including the Customer Service Symposium, Academy of Customer Experience (ACE), CXSA and the PMI. They embrace progressive approaches to elevate CX into key strategic and operational roles and will help their clients achieve incredible results."
Contact:
Steve Towers – steve.towers@bpgroup.org
+44 (0) 7429 518277 | +1 (970) 409 0264
https://linkedin.com/in/stevetowers
www.bpgroup.org
Contact at ODO:
Aloysius Petersen – Aloysius.petersen@phoenixevents.co.za
+27 64 148 2345
FOR IMMEDIATE RELEASE
1 February 2025
BP Group Honoured as a World's Top Ten CX Training Program
London, United Kingdom - February, 2025 - We are thrilled to announce that our Accredited Customer Experience Master® (ACXM®) training program has been ranked among the world's best in 2025 by our global peers. This prestigious recognition is a testament to the tireless efforts, dedication, and commitment of our entire community.
The ACXM program, designed to enhance customer experience professionals' skills, has been instrumental in fostering a culture of excellence within the industry. This achievement would not have been possible without the unwavering support and collaboration of our community members, who have consistently demonstrated their passion and drive for delivering outstanding customer experiences.
Steve Towers, Chief Experience Officer at BPG, expressed his gratitude, saying, "This accolade is a reflection of the incredible work and dedication of our community. Their commitment to continuous improvement and excellence has been the cornerstone of our success. We are immensely proud of this achievement and look forward to continuing our journey together."
We extend our heartfelt thanks to everyone who has contributed to this remarkable accomplishment. Together, we have set a new standard for customer experience training, and we are excited about the future possibilities.
For more information about the ACXM program, please visit https://experienceprofessional.com/ACXM2025_online.
Media Contact:
Steve Towers
Chief Experience Officer, BP Group
Email: steve.towers@bpgroup.org
Phone: +44 7429 518277
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