BP Groups 18th Annual Conference featured tremendous presentations. We looked at the latest in Process Excellence and this is Steve Towers contribution :-)

1. 4-5th April 2011,
The Brewery, London, UK
Steve Towers
CEO & Founder
steve.towers@bpgroup.org
CUSTOMER CENTRICITY & PERFORMANCE:
Outside-In: Revolutionary Customer Thinking Strategies For The Next Generation Of Business Process Management
BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved

2. BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved

3. Using a Knife and Fork to Cut my Lawn?
BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved

4. The mistake of industrial age thinking..
in a Facebook era
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5. A Global The Why should
tipping point Implications you care?
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6. A Global
tipping point
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7. IN
OUTSIDE
Examples
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8. We have inherited an industrial legacy in thought and
action...
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9. What shape are you in?
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10. Our organisations all look the same...
CEO
Marketing Sales Customer Operations Finance
Service
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11. Processes wend and meander their way around these
rigid structures...
CEO
Marketing Sales Customer Operations Finance
Service
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12. And hey ho – we nearly forgot the customer!
Now where do they go?
CEO
Marketing Sales Customer Operations Finance
Service
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13. However...
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15. The Always onhas all happenedthe 21st century -
The Always on World – It World of in the last 13 years!
Mapping the Growth of the Internet
1998
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16. The Always on World of the 21st century
Mapping the Growth of the Internet
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17. Why should we bother?
Because the customer is a
very different animal….
Inspiration:
Udayan Banerjee
CTO,
NIIT Technology (India)
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18. Choice:
We now have a bewildering array
in almost every product and service.
BPGroup 18th Annual Conference - April 2011 Source: Fanzine
© BPGroup – All Rights Reserved

19. The Promiscuous Customer:
I will go with anyone I choose
on my terms
Source: BigStock

20. Rebellion – Groundswell:
Customers – we don’t
take **it anymore
BPGroup 18th Annual Conference - April 2011 Source: iStockphoto
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21. Groundswell:
Customers – we don’t
take **it anymore

22. Expectations:
Customers – less of the sizzle,
more of the meat

23. Expectations:
Say High – Do High, or else

24. Multi-channels:
I want it my way when I say
Source: Fanzine

25. Prosumer:
The Customer Experience is
the Process
Source: Fanzine

26. Everything has changed?
We believe that within five years,
96 percent of consumers will have
access to the Internet, whether it be
through a personal computer, a set-top
box or a mobile device.
You bet that changes everything.
(2010)
Source: Fanzine

27. This is a Copernican Moment
Copernicus - 19 February 1473 – 24 May 1543
He died 467 years ago

28. The
Implications
"We can't solve problems by using the
same kind of thinking we used when
we created them."
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29. The
Implications
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30. Acknowledgement..
www.cemmethod.com
EXECUTE
REVIEW
ASSESSMENT
DISCOVERY

31. Outside-In Strategic Matrix (OI-SM) – with acknowledgement -
Work will never be the same again…What immediate questions can we ask ourselves?
NAME:___________________________________
Where does your process What is the Successful Customer
start and finish? Outcome?
What are the Key Moments What business are you (REALLY) in?
of Truth in this Process?
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32. Creating SCO’s is a
logical imperative
– with acknowledgement -
The
Process
Performance
Landscape®

33. Why should
you care?
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34. It is the end of our beginnings
We are at the very point in time when a
400-year old age is dying and another is
struggling to be born, a shifting of
culture, science, society, and institutions
enormously greater than the world has
Dee Hock, Founder & CEO--Visa
ever experienced.
Ahead, the possibility of the regeneration of
relationships, liberty, community, and ethics such
as the world has never known, and a harmony
A Global with nature, with one another, and with the divine
tipping point intelligence such as the world has never dreamed.

35. BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved

36. BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved

37. A Global The Why should
tipping point Implications you care?
BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved

38. Steve Towers
CEO & Founder
steve.towers@bpgroup.org
CUSTOMER CENTRICITY & PERFORMANCE:
Outside-In: Revolutionary Customer Thinking Strategies For The Next Generation Of Business Process Management
BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved