CX Accreditation · CEMMethod v15 · Est. 1992
Accredited CX
Capability That
Delivers Results.
Internationally recognised accreditation in Outside-In customer experience methodology. Built on 33+ years of field research. Applied by 500+ organisations across 140+ countries. Designed for professionals and teams who want practical CX capability — not just a certificate.
Delivered by BP Group · Founded by Steve Towers · Since 1992
Why Accreditation Matters
Credential. Capability.
Commercial Impact.
Accreditation is not about collecting badges. It is about developing the structured capability to design, deliver, and govern customer experience in a way that produces measurable business results.
Professional Credibility
A recognised credential signals to employers, clients, and peers that your CX capability is grounded in a proven methodology — not just accumulated experience or opinion.
Practical Capability
Accreditation is not about passing a test. Participants apply the Outside-In methodology directly to real business challenges during the programme, building demonstrable skill.
Organisational Consistency
When teams share a common methodology, common language, and common diagnostic framework, cross-functional collaboration becomes the default — not the exception.
Commercial Outcomes
Accredited practitioners are equipped to deliver the Triple Crown: Revenue Growth, Cost Reduction, and Service Improvement — simultaneously. The methodology is designed for measurable business impact.
Career Advancement
CX leadership roles increasingly require structured methodology expertise. Accreditation positions you as a practitioner who can design, measure, and govern CX at an organisational level.
Leadership Development
Beyond technical CX skill, accreditation develops the leadership capability to align teams, influence stakeholders, and sustain transformation through organisational complexity.
Programme Pathways
Three Routes to
Accredited Capability
Choose the pathway that matches your professional context — whether you are an individual seeking personal development, a team leader building shared capability, or an advanced practitioner seeking master-level recognition.
Individual Accreditation
ACX / CPP / CEMMethod Certification
CX professionals, operations leaders, transformation managers, and consultants who want a structured, internationally recognised qualification in Outside-In CX methodology.
- Accredited credential (ACX or CPP) recognised globally
- Applied Outside-In methodology with real business impact
- Practical diagnostic and design frameworks for immediate use
- Access to a global professional community of accredited practitioners
Live virtual cohorts (2–5 days intensive), blended self-paced + live facilitation, or in-person programmes at scheduled locations globally.
Enterprise Cohorts
Private In-House Programmes
Organisations wanting to certify CX, operations, or transformation teams in a shared methodology. Typically 10–60 participants per cohort, tailored to the organisation's context and priorities.
- Shared methodology and language across the team
- Immediate application to your organisation's real challenges
- Customised case material and diagnostics for your industry
- Consistent capability baseline for cross-functional CX delivery
Private cohorts delivered in-house or virtually, scheduled around your team's availability. Content customised to your organisational context. Facilitated by Steve Towers or senior BP Group faculty.
Advanced / Master Level
ACXM / Senior Practitioner Pathway
Experienced CX professionals who hold existing accreditation and want to advance to Master-level credentials. For those leading CX strategy, mentoring others, or designing programmes for organisations.
- Master-level credential (ACXM) for senior practitioners
- Advanced facilitation and mentoring capability
- Programme design skills for organisational CX capability
- Strategic advisory and governance expertise
Advanced cohort programmes (virtual or in-person) with peer assessment, portfolio work, and mentored application. Requires existing ACX or equivalent credential for entry.
What Participants Learn
Methodology That Connects
to Business Outcomes
The curriculum is structured around the Outside-In methodology (CEMMethod v15). Every module ties directly to a measurable business outcome — not abstract theory.
Outside-In Thinking
The foundational shift from Inside-Out to Outside-In. Learn to identify what customers are actually trying to achieve and redesign every process around that outcome.
Customer-Led Process Design
A practical methodology for redesigning workflows backwards from the customer outcome — eliminating complexity that customers never wanted.
Moments of Truth Mastery
Identify the interactions that actually determine customer retention and loyalty. Learn to optimise specifically those — not everything equally.
Measurement and Governance
Replace activity metrics with outcome metrics. Build CX dashboards that predict commercial results — not just report satisfaction scores.
Leadership Alignment
Develop the capability to align executive sponsors, remove cross-functional friction, and sustain CX transformation beyond the initial enthusiasm.
Transformation Execution
A 90-day application framework for turning methodology into measurable change. Practical tools for prioritisation, stakeholder management, and proof of impact.
How It Works
Live. Cohort-Based.
Applied.
This is not a passive online course. Programmes are structured as live cohort experiences with facilitation, peer interaction, structured application, and coaching — designed for working professionals.
Live Facilitation
All core sessions are delivered live by Steve Towers or senior BP Group faculty. Interactive, challenging, and structured for application — not lecture.
Cohort Peer Learning
You learn alongside a group of professionals from diverse industries and roles. Cross-pollination of ideas and peer challenge is built into the programme design.
Applied Projects
Every module requires direct application to a real business challenge — your own or your organisation's. Accreditation is based on demonstrated capability, not exam performance.
Post-Programme Support
Access to the global BP Group community, ongoing methodology updates, and optional implementation coaching. Your development does not end with the certificate.
What Makes This Different
Not Another
Online Course.
There are many CX courses available. Most teach frameworks borrowed from textbooks. This programme is built on a working methodology that emerged from three decades of hands-on transformation work.
Built on 33+ Years of Field Research
CEMMethod (now v15) is not a theoretical framework adapted for training. It is a working methodology that emerged from 33+ years of hands-on transformation work across 500+ organisations.
Applied, Not Academic
Every module requires participants to apply the methodology to a real business challenge. Accreditation is granted based on demonstrated application — not exam scores or seat time.
Designed for Business Impact
The Triple Crown — simultaneous Revenue Growth, Cost Reduction, and Service Improvement — is the standard against which programme outcomes are measured.
Facilitated by Practitioners
Programmes are delivered by Steve Towers and senior BP Group faculty who actively consult in the field — not by trainers delivering pre-packaged content.
Globally Recognised
Applied by 500+ organisations across 140+ countries since 1992. The credential is understood by CX leaders worldwide.
This programme is for you if
- CX, operations, or transformation professionals seeking structured methodology
- Team leaders responsible for CX delivery who need a shared framework for their team
- Senior leaders who want strategic CX governance capability
- Consultants wanting a credible, proven methodology to offer clients
- Practitioners with 3+ years experience wanting formal recognition and advanced skill
- Organisations investing in CX as a strategic capability, not a project
This programme is not for you if
- Those seeking a passive online course with no application requirement
- Anyone looking for a quick badge without substantive learning
- Organisations wanting a one-day motivational session rather than capability development
- People at the very start of their career without relevant professional context
From Accredited Practitioners
What Graduates Say
"It completely changed the way I think. The program provided me with the ability to apply all the learnings immediately after the training. This is a must-have for everyone interested in making their lives better."
"What an amazing journey to becoming an Accredited ACX Coach. This experience has completely transformed how we measure, collaborate, communicate, and innovate with the customer in mind."
"This is my third course with Steve, and I have never failed to leave amazed by the power of the techniques. Learning by doing and exploring real-life case studies is what the program is all about."
"Another fantastic learning, personal and professional development experience. Steve consistently delivers programmes that leave a lasting impact — both professionally and personally."
Frequently Asked Questions
Common
Questions
Answers for professionals evaluating whether accreditation is the right investment for their development or their team.
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Enquire About
Accreditation
Tell us about your goals and context. We will recommend the most relevant pathway and provide programme details, dates, and investment information.