Steve Towers, CPPC® ACXC® CXMan ✅Service📈Revenue ⬇️Cost

Steve Towers, CPPC® ACXC® CXMan ✅Service📈Revenue ⬇️Cost

Solihull, England, United Kingdom
31K followers 500+ connections

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Contributions

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Activity

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Experience

  • BP Group (est 1992) Graphic

    BP Group (est 1992)

    London Area, United Kingdom

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    Global

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    London, United Kingdom

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    London, United Kingdom

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    City of London, England, United Kingdom

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    London, United Kingdom

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    Greater Denver Area

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    India

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    New Delhi Area, India

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    Greater Boston Area

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    London, United Kingdom

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    London, United Kingdom

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    Southern Africa

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    Global

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    London, United Kingdom

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    London, United Kingdom

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    United States

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    London, United Kingdom

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    London, United Kingdom

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    Australia

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    Charlotte, North Carolina Area

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    United States

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    Tanzania

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    United Arab Emirates

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    Saudi Arabia

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    United States

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    GCC region

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    Kuwait

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    Greater Salt Lake City Area

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    Australia

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    Netherlands

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    Nigeria

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    London, United Kingdom

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    Australia

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    Australia

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    Australia

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    Australia

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    United States

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    India

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    South Africa

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    India

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    China

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    United States

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    India

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    Greater Denver Area

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    London, United Kingdom

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    Sydney, Australia

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Education

  • University of Central Lancashire Graphic

    University of Central Lancashire

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    Activities and Societies: Strategy, Operations Research, Industrial Engineering, Case Study, Webinar, Balanced Scorecards, Hoshin Kanri, Lean Six Sigma, Surveys, Research, Podcasts, Strategy Execution, Business Transformation, Kaizen, Continuous Improvement, Operational Excellence, Project Management, Process Excellence, Quality Assurance, Quality Control, Program Management, BPM, Business Process Management, Key Performance Indicators, Metrics, Statistics, Marketing, International Business, Operations Management

    The University of Central Lancashire (UCLan) in Preston was founded in 1828 as the Institution for the Diffusion of Knowledge.

    ‘Ex solo ad solem’, or in translation, ‘From the Earth to the Sun’, has been its motto ever since – helping people from all walks of life to make the most of their potential is what UCLan’s all about.

    From state-of-the-art facilities and world class teaching and support to help undergraduate students succeed, to providing world-leading Astrophysics…

    The University of Central Lancashire (UCLan) in Preston was founded in 1828 as the Institution for the Diffusion of Knowledge.

    ‘Ex solo ad solem’, or in translation, ‘From the Earth to the Sun’, has been its motto ever since – helping people from all walks of life to make the most of their potential is what UCLan’s all about.

    From state-of-the-art facilities and world class teaching and support to help undergraduate students succeed, to providing world-leading Astrophysics researchers with the opportunity to work with NASA and photograph the Sun, UCLan has it all.

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    Activities and Societies: English, Writing, Geometry, Algebra, Chemistry, Physics, Biology, Earth Science, Soccer, Public Speaking, White Papers, Articles, Research, Reading, Statistics, Information Technology, Team Leadership, International Business, History, Chess, Operations Management, Sales and Marketing, Economics,, Financial Management, Human Resources

    College/University Preparatory and Advanced High School/Secondary Diploma Program

Licenses & Certifications

Volunteer Experience

  • Process Excellence Network (PEX Network - a division of IQPC) Graphic

    OPEX Week Keynote Speaker, Chief Coach & Judge

    Process Excellence Network (PEX Network - a division of IQPC)

    - Present 20 years 8 months

    Education

    The Process Excellence Network facilitates access to content for Process Excellence, Operational Excellence, Lean, Six Sigma, Business Process Management, BPM practitioners. Further enhanced with an online community of your peers, we will provide you with the tools and resources to help you perform more effectively and efficiently while enhancing the quality operations within your organization.

    FREE Lean Six Sigma and BPM content - register at the Process Excellence Network (PEX Network)…

    The Process Excellence Network facilitates access to content for Process Excellence, Operational Excellence, Lean, Six Sigma, Business Process Management, BPM practitioners. Further enhanced with an online community of your peers, we will provide you with the tools and resources to help you perform more effectively and efficiently while enhancing the quality operations within your organization.

    FREE Lean Six Sigma and BPM content - register at the Process Excellence Network (PEX Network) http://tiny.cc/tpkd0

    As our industry becomes more dependent on the web for information, the PEX Network has been developed to provide process focused professionals with instant access to information.

    Having run global events in the Lean Six Sigma and Process Excellence community for over a decade, IQPC and the PEX Nework are uniquely positioned to provide a comprehensive library of articles, podcasts, webinars, video, blogs & seminars gathered from our events & our global network with leaders in the community.

    Visit Our Website: http://www.processexcellencenetwork.com
    Join our Facebook: http://www.facebook.com/pages/Six-Sigma-IQ/64551600809
    Follow us on Twitter: http://twitter.com/PEXNetwork

    The PEX Network are Sponsors of the LinkedIn Lean Six Sigma Group http://www.linkedin.com/groups?mostPopular=&gid=37987

  • International Standard for Lean Six Sigma (ISLSS) Graphic

    Lean Six Sigma Group Manager & Board Advisor

    International Standard for Lean Six Sigma (ISLSS)

    - Present 9 years 8 months

    Education

    We are joining together to network, to learn, to develop business, Jobs, careers, certification opportunities, to participate in best practice sharing, and maintain & build new relationships.

    We are a global community, uniting all White Belt (WB), Yellow Belt (YB), Green Belt (GB), Project Managers (PM), Black Belt (BB), Master Back Belt (MBB), Project Sponsor (PS), Deployment Champion (DC), Executive Leader (EL), Kaizen Practitioner or Facilitator or Lean Master, Auditors, Continuous…

    We are joining together to network, to learn, to develop business, Jobs, careers, certification opportunities, to participate in best practice sharing, and maintain & build new relationships.

    We are a global community, uniting all White Belt (WB), Yellow Belt (YB), Green Belt (GB), Project Managers (PM), Black Belt (BB), Master Back Belt (MBB), Project Sponsor (PS), Deployment Champion (DC), Executive Leader (EL), Kaizen Practitioner or Facilitator or Lean Master, Auditors, Continuous Improvement, Management Consultants, Program Managers, Business Owners, Students, Professors, & Engineers.

    We are Lean Six Sigma Professionals, Practitioners, & students of Lean Six Sigma, Lean, Six Sigma, Operational Excellence, TQPI, Business Process Management, business analyst, BPM, Kaizen, TPS, Project Management, Change Management, Strategy, Supply Chain, Innovation, Quality Control, ISO, SCOR, TRIZ, Theory of Constraints, ToC, ITIL, CMMI, Malcolm Baldrige, TQM, Total Quality Management, Industrial Engineers, BPM, & Process Excellence.

    We are a central hub for authors books, articles, white papers, podcasts, blogs, events and conferences. Consultants, and thought leaders are visiting regularly to support members in projects, productivity, training, skills development, coaching, mentoring, financials, statistical software, simulation, teams, organizational development, and more…. We practice in every Industry and have private subgroups for special topics such as Healthcare, Private Sector, Jobs, BPM, Information Technology, Kaizen, & Operational Excellence

  • Process Management Institute Graphic

    Board of Advisors & Ambassador

    Process Management Institute

    - Present 9 years 8 months

    Education

    PMI is a members-only online community where professionals get access to the latest and greatest process improvement, customer experience, customer centricity and business transformation news, articles, videos, webinars, white papers, training, coaching, private closed forums and access to the world’s top thought leader's cutting edge content.

    Exclusively airing the hit online TV series "Process Hacker".

  • British Society of Clinical Hypnotherapists Graphic

    Clinical Hypnotherapist

    British Society of Clinical Hypnotherapists

    - Present 29 years 11 months

    Children

    As a registered Medical Hypnotherapist, I provide pro bono support to individual clients as and when needed. Working in association with the NHS and private medical practices.

Publications

  • Dare! Behind the Scenes of the Best Business Transformation Project in the World.

    Rockstar CX Publishing

    Are you curious to find out the story of a company that went from a static platform to winning the Best Business Transformation Project in the World? Why another book about business transformation? The answer is simple: because it is needed. We have seen business transformation projects fail and being abandoned and forgotten by those who initiated them. In some business communities, these projects are perceived as an ‘inevitable evil’. Therefore, many organizations seem to oppose, avoid or at…

    Are you curious to find out the story of a company that went from a static platform to winning the Best Business Transformation Project in the World? Why another book about business transformation? The answer is simple: because it is needed. We have seen business transformation projects fail and being abandoned and forgotten by those who initiated them. In some business communities, these projects are perceived as an ‘inevitable evil’. Therefore, many organizations seem to oppose, avoid or at least try to delay it. This ‘inevitable evil’ paradigm is just a misconception. Understanding how to use business transformation as a strategic tool is more powerful than any fears. And it pays off.

    See publication

  • The CX Professionals Playbook

    BPG

    In this rapidly changing always-on digital world, you need the best online profile to attract and keep attention. This online playbook will get you there.

    See publication

  • The Process Tactics Playbook

    Sharp and to the point helpers for folks up to their necks in the process mire. It is about how we get process done to win the triple crown, reducing costs, growing revenues and enhancing customer service.

    Concise and deliberate moves to make life easier for the process professional, whether that is Lean Six Sigma, Business Process Management, Customer Experience Management, Business Process Reengineering or Customer Centricity.

    Here you find advice from 'been there and done it'…

    Sharp and to the point helpers for folks up to their necks in the process mire. It is about how we get process done to win the triple crown, reducing costs, growing revenues and enhancing customer service.

    Concise and deliberate moves to make life easier for the process professional, whether that is Lean Six Sigma, Business Process Management, Customer Experience Management, Business Process Reengineering or Customer Centricity.

    Here you find advice from 'been there and done it' guys working with the worlds leading companies including Apple, Google, Emirates, Zara, Zappos, H&M, Singapore Airlines, Amazon and more.

    Other authors
    See publication

  • OUTSIDE-IN. THE SECRET OF THE 21st CENTURY LEADING COMPANIES

    BP Group Publishing

    A MANDATE FOR SUCCESS IN THE 21ST CENTURY USING PROVEN APPROACHES COMMON PLACE IN THE MOST SUCCESSFUL COMPANIES. IMMEDIATE RESULTS AND ONGOING SUCCESS USING THE CEMMETHOD AND TAKING THE COMPANY OUTSIDE-IN.

    See publication

  • Customer Expectation Management: Success Without Exception

    Meghan-Kiffer Press

    Customer Expectation Management (CEM) is a business approach that identifies and shapes customer expectations, and once set by the company, those expectations are met without exception.

    Seemingly simple ideas are often the most powerful, and the hardest to uncover. In the 20th century, it was Peter Drucker's Management by Objectives. In the 21st century, it's Management by Expectation. Author Terry Schurter reveals the simple, yet powerful, idea of defining your business, not in terms of…

    Customer Expectation Management (CEM) is a business approach that identifies and shapes customer expectations, and once set by the company, those expectations are met without exception.

    Seemingly simple ideas are often the most powerful, and the hardest to uncover. In the 20th century, it was Peter Drucker's Management by Objectives. In the 21st century, it's Management by Expectation. Author Terry Schurter reveals the simple, yet powerful, idea of defining your business, not in terms of the goods and services you provide, but in terms of "customer expectations." Schurter explicitly links corporate strategy down into every niche and corner of the enterprise to ensure that your business sets and meets customer expectations --without exception. Providing clear and actionable guidelines, along with examples from FedEx, Virgin Mobile, Best Buy and a budget airline, he explains what companies can do to increase the customer pipeline, convert higher percentages of that pipeline to profitability, and extend the duration of the customer relationship where profitability is at its peak.

    Other authors
    • Terry Schurter
    See publication

  • Thrive!: How to Succeed in the Age of the Customer

    Meghan Kiffer Press

    How much time do you spend looking at the ways things get done inside your business? It is a fair guess to say that a massive chunk of corporate resources go into such efforts, whether it is in IT, finance, sales, marketing, or operations. But seeking internal improvements in your business is no longer enough. The world's leading companies now look outward to emphasize a deep understanding of their customers, and what it takes to make their customers successful. They have come to realize that…

    How much time do you spend looking at the ways things get done inside your business? It is a fair guess to say that a massive chunk of corporate resources go into such efforts, whether it is in IT, finance, sales, marketing, or operations. But seeking internal improvements in your business is no longer enough. The world's leading companies now look outward to emphasize a deep understanding of their customers, and what it takes to make their customers successful. They have come to realize that only when their customers are successful, will they be successful. These leading companies are intent on achieving Successful Customer Outcomes --everywhere, all the time.

    Thrive! discloses how you can learn and deploy these new ideas --immediately. This concise monograph is about realigning your organization for dramatic and immediate results in order to maintain your competitive edge in the new world of total global competition. Towers and McGregor show how you can hone your priorities and strategies by shifting from the old way, with its bear traps and cul-de-sacs, to the new mindset needed in the Age of the Customer. You will never think about business in the same way again.

    Other authors
    • Mark McGregor
    See publication

  • In Search of BPM Excellence - Straight from the Thought Leaders

    Meghan-Kiffer Press

    This book brings together some of the best minds to explore the role and value of BPM, and what it portends. In its pages you will find the essential discussions and insights, straight from the thought leaders.

    In Search of BPM Excellence is for those who want to sustain the success of their businesses in the midst of the current sea of change.
    Is your company ready for extreme competition?

    Noted contributors from the BPM Hall
    of Fame include:

    Terry Schurter
    Roger…

    This book brings together some of the best minds to explore the role and value of BPM, and what it portends. In its pages you will find the essential discussions and insights, straight from the thought leaders.

    In Search of BPM Excellence is for those who want to sustain the success of their businesses in the midst of the current sea of change.
    Is your company ready for extreme competition?

    Noted contributors from the BPM Hall
    of Fame include:

    Terry Schurter
    Roger Burlton
    Andrew Spanyi
    Peter Fingar

    See publication

  • Business Process Reengineering A Practical Handbook for Executives

    Stanley Thornes

    This was Steve Towers first book, published at the height of BPR, and helped to introduce the world to the concept of Business Process Management

    Now a 'special print' (Amazon) however available on Special Order to educational establishments

    See publication

  • The High Performance Organization (Forthcoming 2022)

    Springer-Verlag

    Authors: Dr. Samir Asaf, Steve Towers CEO & CPP Champion®

    Provides results of research on 50 High Performance Organizations, and presents an integrated model (LASER HPO Model) for achieving and sustaining high performance, featuring concepts, tools, and actions.

    Other authors
    See publication

Courses

  • Accredited Customer Experience Champion

    ACXC - 906279

  • Accredited Customer Experience Master

    ACXM - 906211

  • Certified Process Pracitioner

    CPP

  • Certified Process Professional

    CPPro

  • Certified Process Professional Advanced Master

    CPP-AdvMaster

  • Certified Process Professional Champion

    CPP-Champion

  • Certified Process Professional Master

    CPP-Master

  • Coming to Wholeness

    With Connierae Andreas

  • Lean Six Sigma Master Black Belt (LSSMB)

    LSSMB

  • NLP Master

    NLP (Comprehensive)

  • Reiki Master Level 3

    Reiki India

  • The Experience Manager platform - qualified as a Total Experience Manager

    -

Projects

  • Certified Process Professional

    Here’s what I've got for you
    1. A fantastic hands-on program, globally acclaimed that gives you access to 50+ new tools and techniques within the CEMMethod™
    2. Innovative experiential learning system – work alone or with your colleagues to uncover dramatic improvements within minutes
    3. Certified Process Professional™ qualification– delivered in 116 countries across 3,000 companies since 2007
    4. Coaching and Mentoring program underpinned by 23 years of the BP Group delivered by…

    Here’s what I've got for you
    1. A fantastic hands-on program, globally acclaimed that gives you access to 50+ new tools and techniques within the CEMMethod™
    2. Innovative experiential learning system – work alone or with your colleagues to uncover dramatic improvements within minutes
    3. Certified Process Professional™ qualification– delivered in 116 countries across 3,000 companies since 2007
    4. Coaching and Mentoring program underpinned by 23 years of the BP Group delivered by ‘been there and done it’ coaches who have delivered at every level of the worlds leading companies

    Here's what it will do for you
    1. Provide you with The Approach that you can either use brand new, or
    2. Integrate (and significantly improve) your existing methods such as Lean Six Sigma, Business Process Management/Re-engineering and Customer Experience Management
    3. Give you a way of looking and doing process so that you can release significant costs, improve service dramatically and grow revenues. Simultaneously, and within days.
    4. Make you a Certified Process Professional (CPP) the industry standard with over 80,000 fellow CPP’s across the world.

    Here’s what I want you to do next http://www.bpgroup.org/book-class.html
    1. Click the link to confirm the session you will attend, complete your details, and then
    2. Do this fast as this offer is only available to the first ten who register and
    3. Complete payment within a week to get the extra 25% ‘stevespecial’

    Other creators
    See project

Honors & Awards

  • Global Guru Top 30 Customer Experience Award

    Global Guru Top 30

    World's Top 30 Customer Experience Guru is an Award determined by peers and customers.
    (Global CX Guru makes their revenue from advertisers at their sites and not from a Guru or Guru candidates)

  • Global Guru Top 30 Customer Experience

    Global Guru Top 30

    World's Top 30 Customer Experience Guru is an Award determined by peers and customers.
    (Global CX Guru makes their revenue from advertisers at their sites and not from a Guru or Guru candidates)

  • Top CX Influencer 2021

    The Awards Magazine

    Awards magazine runs a peer-reviewed Awards process annually and identifies the leading global influencers.

  • Global Guru Top 30 Customer Experience

    Global Guru Top 30

    World's Top 30 Customer Experience Guru is an Award determined by peers and customers.
    (Global CX Guru makes their revenue from advertisers at their sites and not from a Guru or Guru candidates)

  • Global Guru Top 30 Customer Service

    Global Gurus Top 30

    Awarded as on of the worlds Top 30 Gurus in the Customer Service and Customer Experience domains for the second years in a row.

  • Global Customer Service Guru 2019

    Global Gurus Global is a research organization.

    World's Top 30 Customer Service Professionals for 2019 - see https://globalgurus.org/customer-service-gurus-30/
    (Global Customer Service Guru make our revenue from our advertisers at our sites and not from a GURU or GURU candidate.)

  • PEX Community Contribution of the Year Winner

    Process Excellence Awards 2018

    The PEX community chooses this Award annually for the person who has contributed to helping transform the world of business globally. It is a great honour to appear alongside the previous winners and I hope to do this recognition justice for many years to come.

  • Enterprise Architect Hall of Fame

    Enterprise Architecture World

    Hall of Fame - Enterprise Architecture World (received at the EAW in Bangalore July 2011) from John Zachman, iCMG world and the business community

  • Business Lifetime Achievement Award

    Gartner conference Process community

    Lifetime Achievement Award (received at the Gartner Conference in San Diego February 2007) for services to the BPM community over the previous 15 years.

  • Business Excellence Award - Institute of Management Services

    Queens College Cambridge

    Awarded at the Annual Summer school for contributions to the Institute of Management Services

Languages

  • English

    Native or bilingual proficiency

Organizations

  • Compass Business Club

    Board of Advisors

    - Present

    Compass Business Club is a private online community for Process Improvement, Customer Experience, Customer Centricity and Business Transformation Professionals. Membership is not only an honour, but also an opportunity for you to expand your network, improve your professional brand and increase your visibility. Your next level of achievement is just around the corner.

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