Exclusive insights with: Customer Experience Management meets BPM Qualify as a Certified Process Professional Master and harness the power of process and CEM 7th - 11th April 2014 I Premier Inn, London Eye, London, UK Gain skills and techniques including: Join the BPGroup on Linkedin Active exchanges and new resources every week • You will receive an invite to the closed areas of the community where you can ask questions, ask experts and access new case studies shared by your peers. • With a constantly updating agenda the BP Group help make real the promise “the customer experience is the process” and enable you and your organization to deploy the very latest thinking and practice Steve Towers CEO & Founder BPGroup James Dodkins Director of Customer Experience BPGroup Case Studies include BMW Apple Samsung Tesco State Farm Capital One Zappos Zara Emirates And many more Hands-on Experiential learning in Teams from the founders of BPM and CEMMethod PAY FOR TWO BRING THREE! Enterprise Special You will learn the aproaches and techniques within the CEMMethod Establishing how to develop, implement and leverage an ‘end-to-end’ customer experience management approach across each touchpoint in the business Examining how to optimise employee engagement and build a customer-centric culture Identifying the most effective measurement metrics to use to enhance your CEM implementation and strategy Developing and aligning all activities to deliver Successful Customer Outcomes Utilizing 42 specific tools and techniques in the Outside-In toolkit that will create, grow and enhance programs to deliver success. Why the BPGroup & the CPP Masters qualiﬁcation? • The BPGroup is staﬀed by hands-on doers who have been there and done it at all levels in the worlds leading organizations. You are making an investment in your future and deserve to know you will be coached and trained by the worlds leading authorites who continue to innovate and develop the CPP program based on REAL current case-studies. “Steve led the best training sessions I have ever taken in my 20+ years as a professional. A<er those sessions, I was able to have immediate impact on my organizaAon" Partners: Lead Sponsor: Academy of Customer Experience Register now at www.bpgroup.org You will learn the aproaches and techniques within the CEMMethod Mark Barnett Director of Process, Bank of America “We held our outside in session last week focusing on a criAcal process for bank customers. We had a really fantasAc session not only did we walk away with the deliverables we needed, but people had a lot of fun too! Sharon Laemie Naya, SVP, Citi

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Certified Process Professional Masters qualification. Five days in London - intensive, fun and immediately useful.

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Exclusive insights with: Customer Experience Management meets BPM Qualify as a Certified Process Professional Master and harness the power of process and CEM

7th - 11th April 2014 I Premier Inn, London Eye, London, UK!

Gain skills and techniques including:

Join the BPGroup on Linkedin

Active exchanges and new resources every week •  You will receive an invite to the closed areas of the community where

you can ask questions, ask experts and access new case studies shared by your peers.

•  With a constantly updating agenda the BP Group help make real the promise “the customer experience is the process” and enable you and your organization to deploy the very latest thinking and practice

Steve TowersCEO & Founder!BPGroup James Dodkins Director of Customer Experience BPGroup Case Studies include BMWAppleSamsungTesco State FarmCapital OneZapposZara Emirates And many more Hands-on Experiential learning in Teams from the founders of BPM and CEMMethod

PAY FOR TWO BRING THREE! Enterprise Special

You will learn the aproaches and techniques within the CEMMethod

Establishing how to develop, implement and leverage an ‘end-to-end’ customer experience management approach across each touchpoint in the business Examining how to optimise employee engagement and build a customer-centric culture Identifying the most effective measurement metrics to use to enhance your CEM implementation and strategy Developing and aligning all activities to deliver Successful Customer Outcomes Utilizing 42 specific tools and techniques in the Outside-In toolkit that will create, grow and enhance programs to deliver success.

Why the BPGroup & the CPP Masters qualification? •  The BPGroup is staffed by hands-on doers who have been there and

done it at all levels in the worlds leading organizations. You are making an investment in your future and deserve to know you will be coached and trained by the worlds leading authorites who continue to innovate and develop the CPP program based on REAL current case-studies.

“Steve led the best training sessions I have ever taken in my 20+ years as a professional. A<er those sessions, I was able to have immediate impact on my organizaAon"

Partners:

Lead Sponsor:�Academy of Customer Experience

You will learn the aproaches and techniques within the CEMMethod

Mark Barnett Director of Process, Bank of America

“We held our outside in session last week focusing on a criAcal process for bank customers. We had a really fantasAc session -‐ not only did we walk away with the deliverables we needed, but people had a lot of fun too! Sharon Laemie Naya, SVP, Citi